The key lines of enquiry (KLOE) are the tools that regulatory bodies such as the CQC use to assess adult social care services and to award a quality rating. One of the five main questions inspectors ask is, "Is your service safe?" Now, as a care service provider safety is obviously a key concern for you. But what does the CQC mean by "safe" and what does that imply for your service?
How does the CQC define "safe?"
"People are protected from abuse* and avoidable harm."
(*Abuse can be physical, sexual, mental or psychological, financial, neglect, institutional or discriminatory abuse)
What does this mean for your service?
These KLOEs focus on how you keep your staff and clients safe. Inspectors are looking for a proactive approach to safety, including how you ensure it, but also how you investigate concerns and what you do when things go wrong. You’ll be expected to evidence:
- What systems and processes you have in place to safeguard people from abuse, and that your staff are informed about these and know how to keep clients and other team members safe.
- How you assess every aspect of your service (including equipment and living environment – even if you’re not responsible for them) for potential safety risks and how you manage them.
- That you have adequate staffing in place to minimise the risk of harm to service users and employees. This means that you have sufficient staff on hand as well as experienced carers/support workers.
- How you manage infection control risks e.g., by keeping on top of cleanliness and hygiene standards.
- How you ensure the safe use of medication, meaning that medications are handled safely and administered in line with prescriptions and guidance from healthcare professionals. Safety measures should include providing comprehensive training to staff, detailed records of incidents and changes to medicines, and regular reviews to make sure that medicines are used correctly.
- How you treat incidents or complaints. Regulators want to see an open and transparent approach that encourages people to raise concerns when they have them, as well as a demonstrated ability to learn when things go wrong and take action accordingly.
How we support you with the safe KLOE
Our platform not only supports you in delivering safe care, but it also helps you evidence the care and services you provide. In the Care Office, you can easily access the complete audit trail for each individual client and the service as a whole. Moreover, our ‘Care Quality Indicators’ report highlights some key indicators, such as daily active carers/support workers or missed tasks, for the safe KLOE in one simple overview [Pro and Group Plans only].
Other features that will make preparing for that safe KLOE inspection a breeze include:
- Risk assessments
- Medication administration (eMAR)
- Incident management
- Alerts and notifications
Learn more about the other four KLOEs.