Beyond compliance: quality improvement and practice development for person‐centred outcomes in domiciliary services

Abstract

Purpose

This paper seeks to describe a method of assessing and achieving a person‐centred culture of care, developed for care homes. It considers the results of a pilot study adapted for domiciliary services and comments on the results of the evaluation.

Design/methodology/approach

A case study describes the development of a framework and audit of a culture of care, from which practice development and quality improvement work flows, from an in‐depth 360 ° feedback exercise. Data were garnered from clients, relatives, staff and managers, and triangulated with observation and documentary review.

Findings

The audit results provide a route map for action planning towards continuous sustained improvement. Examples of specific actions taken demonstrate the positive benefits to the clients, families, staff and management with value added business and efficiency improvements.

Practical implications

This paper raises important practice development issues both inside and outside the agency's responsibility. Use of the tool would enable cultural and interface issues affecting the client experience along with possible causes to help collaborative ways of working and integration of health and social care.

Social implications

The 360 Standard Framework (SF) (Domiciliary Settings (DS)) will help organisations provide evidence for a journey towards excellence and give the public confidence that the client experience is at the heart of the business.

Originality/value

The 360 SF is the first triangulated, diagnostic, assessment framework that measures the care culture based on the triangulated relationships for relationship activated care in DS.

Citation

Duff, P. and Hurtley, R. (2011), "Beyond compliance: quality improvement and practice development for person‐centred outcomes in domiciliary services", Working with Older People, Vol. 15 No. 4, pp. 177-182. https://doi.org/10.1108/13663661111191293