An inspector's story

Roger Harrison is one of our inspectors. He inspects lots of care services for the Commission and believes that “the inspection process should not be feared”.

Blenheim Care Centre in Lincoln is one home where the service provided greatly improved over a period of time.

Read how, by working together, Roger and the home’s manager used the inspection process to create better outcomes for the people living there.

Working together for better outcomes

Roger Harrison, one of our inspectors, has been working with Blenheim Care Centre in Lincoln. This is a home that provides personal and nursing care and short breaks for people aged 18 to 65. It received an adequate result from its 2006 inspection.

Over the following year we made two further visits to check if the improvements we told them to make had been carried out.

Then in April 2007 Roger carried out a further key inspection – our most thorough type of inspection. According to Roger, the resulting report showed “a tremendous improvement since the key inspection in 2006”.

In preparation for the inspection, Roger reviewed information on the home by looking at the reports of the two previous inspection visits and the evidence provided by Sue Grimley, the manager, about action taken to improve the areas outlined in the reports.

Roger says: “The information showed a steady progress towards the home improving and highlighted that Sue had developed a more person-centred approach. I also used it as a guide as to what I needed to focus on during the inspection.”

Roger also sent 20 questionnaires to the residents at the home, containing questions on how they viewed their experiences. This included asking them about what they thought of the quality of care they received.

When carrying out the inspection itself Roger tried hard to be as accessible as possible. He says: “On arrival, I requested all residents, visitors and staff be informed, to ensure everyone in the home knew who I was, and why I was there.

“It was also to provide an opportunity for anyone to speak to me, if they wished. The visit was very productive, as I was able to witness the improvements made and discuss any arising issues that may have occurred.”

Letter from the manager

As a result of the visit Sue wrote a letter to the inspection team. In it she describes how she approaches inspections as an opportunity to develop herself and the home she manages.

Sue views her nominated inspector as a resource and a point of contact for advice and guidance.

She says: “During the last year I have experienced some issues that have tested my strength and resolve, at times I have doubted my capabilities and wondered whether I am the right manager for the job.

"But with the Commission’s input and with the support of Roger Harrison I have actually been commended by other agencies which have recognised that I have acted timely and appropriately.”

Roger says: “The letter shows that the inspector and the inspection process should not be feared. Both should be used as a way to ensure improvements are continually made, to improve services for the people who use them.”