Palm Court Quality Promise
Our Quality Promise to You
What You Can Expect
Resident Care
Ensure all residents are called by their name or preferred nickname
Welcome new residents and meet with the Nurse on Duty who will carry out clinical assessments on admission
Inform relatives that their loved ones have arrived safely and give an update on how they are settling in
Contact relatives and give regular updates about progress and current condition
Respect the rooms and property of our residents and seek consent before (re)moving furniture
Clinical Excellence
Complete care plans for new residents within two weeks of their arrival
Put in place a short-term care plan for any concerns involving nutrition, weight, skin damage, infections and confusional states
Work closely with local specialists such as a Dietician, Diabetes Nurse (DN), Tissue Viability Nurse (TVN) and Catheter Nurse (CN)
Monitor behaviour (Behaviour charts), depression (Cornell Scale) and pain (Abbey Pain Scale) as recommended by NICE for all residents
Invite relatives and resident to review their care plan every three months or when their condition changes
Regulatory & Compliance
Ensure the Home is compliant and meets CQC Regulations
Ensure all staff understand and implement CQC Fundamental Standards
Discuss with staff and implement one CQC Regulation/Compliance per week to raise awareness and to stay compliant
Audit the Home once a month and make recommendation for compliance
Dining
Promote independence and dignity by seating residents at set dining tables
Give residents at least two choices of food menu and drinks
Present food in an appetising manner and serve residents with dignity
Offer residents the opportunity for second helpings
Facilities & Maintenance
Ensure the Manager briefs the Maintenance officer daily and records all issues to be seen to in a Maintenance Book
Ensure the Maintenance officer will make Palm Court as safe and as comfortable as possible
Engage residents in meaningful person-centred activities related to their passions and interests
Ensure our Well-Being Co-Ordinator and Activities Co-Ordinator keep residents' bodies and minds active to enhance their quality of life
Human Resources & Training
Screen all employed staff for safety and criminal records
Ensure all staff complete an induction period of three months followed by an Induction Competency Assessment
Ensure all staff follow Palm Court Policies and Procedures managed by QCS - Quality Compliance System, accessed via the QCS app
Ensure all staff complete at least 80% of allocated E-Learning within 4 weeks of employment
The Palm Court Quality Promise is built on strong foundations to include not just the finer, thoughtful details but also executing the basics.
In all aspects of our service, we promise to:
Resident Care:
Ensure all residents are called by their name or preferred nickname
Welcome new residents and meet with the Nurse on Duty who will carry out clinical assessments on admission
Inform relatives that their loved ones have arrived safely and give an update on how they are settling in
Contact relatives and give regular updates about progress and current condition
Respect the rooms and property of our residents and seek consent before (re)moving furniture
Clinical Excellence
Complete care plans for new residents within two weeks of their arrival
Put in place a short-term care plan for any concerns involving nutrition, weight, skin damage, infections and confusional states
Work closely with local specialists to closely monitor residents' conditions such as a Dietician, Diabetes Nurse (DN), Tissue Viability Nurse (TVN) and Catheter Nurse (CN)
Monitor behaviour (Behaviour charts), depression (Cornell Scale) and pain (Abbey Pain Scale) as recommended by NICE for all residents
Invite relatives and resident to review their care plan every three months or when their condition changes
Regulatory & Compliance
Ensure the Home is compliant and meets CQC Regulations
Ensure all staff understand and implement CQC Fundamental Standards
Discuss with staff and implement one CQC Regulation/Compliance per week to raise awareness and to stay compliant
Audit the Home once a month and make recommendation for compliance
Dining
Promote independence and dignity by seating residents at set dining tables
Give residents at least two choices of food menu and drinks
Present food in an appetising manner and serve residents with dignity
Offer residents the opportunity for second helpings
Facilities & Maintenance
Ensure the Manager briefs the Maintenance officer daily and records all issues to be seen to in a Maintenance Book
Ensure the Maintenance officer will make Palm Court as safe and as comfortable as possible
Engage each resident in meaningful person-centred activities related to their passions and interests and to keep their bodies and minds active to enhance their quality of life
Human Resources & Training
Screen all employed staff for safety and criminal records
Ensure all staff will have an induction period of three months followed by an Induction Competency Assessment before they are issued with a Contract of Employment
Ensure all staff follow Palm Court Policies and Procedures managed by QCS - Quality Compliance System, which can be accessed via the QCS app.
Ensure all staff complete at least 80% of allocated E-Learning within 4 weeks of employment
Quality Assurance
We have an Open Door policy to help us understand what we are doing well and where we can improved. We seek feedback and suggestions from staff, doctors, visiting healthcare professionals, the residents themselves and once a year, we send out our annual survey to relatives. Here at Palm Court, we always look to improve quality and performance in all areas of the home. Every month, the Registered Manager audits standards in:
- Infection Prevention and Control (IPC)
- Resident Care
- Clinical Operations
- Regulatory and Compliance
- Dining
- Facilities & Maintenance
- Staff Training and Development
In addition to the monthly audits, the Registered Manager have a weekly COVID-19 weekly call with the Provider giving an update on COVID test results for staff and residents and discuss any new guidance that we need to react to and put measures in place. We also have IPC staff meetings and 15-minute Daily Huddles led by the Manager and the Nurses to talk about one subject with the care team.
Read more about how we are Keeping Palm Court Safe during the pandemic.
Quality Improvement Group
As part of our Quality Improvement Strategy, we have a Quality Improvement Group that meets once a month to discuss key areas that need improvement or further analysis.
In this context, quality improvement is not the same as 'improving quality'. Quality improvement, according to the Care Quality Commission, is "the use of a systematic method to involve those closest to the quality issue in discovering solutions to a complex problem" that engages people - staff, healthcare professionals, residents and relatives to identify and test ideas, and see if changes made have led to improvement.