The Care Quality Commission (CQC) is the independent regulator of health and social care services in England. It ensures that health and social care providers offer safe, effective, compassionate, and high-quality care.
One crucial aspect of this is ensuring that the individuals charged with delivering care are of “good character”. But what does “good character” mean according to CQC? Let’s explore the meaningful traits and the responsibility of providers.
Characteristics of Good Character
Being Honest
Honesty is fundamental in health and social care. Honesty means telling the truth and being transparent with both colleagues and patients. It involves:
- Reporting mistakes or concerns: If a mistake happens, an honest person will report it immediately. This action prevents further harm and improves care quality.
- Transparent communication: When communicating with patients and their families, honesty builds trust. It assures everyone that they are making informed decisions.
Being Trustworthy
Trustworthiness goes beyond honesty. It encompasses reliability and integrity. A trustworthy person in health and social care:
- Keeps confidential information secure: Patient confidentiality is critical. A trustworthy person understands the importance of privacy and follows all relevant guidelines.
- Fulfils commitments: Patients and colleagues rely on care providers to keep their word, whether it’s about treatment plans or shift responsibilities.
Being Reliable
Reliability ensures continuity of care and smooth operation of health and social care services. A reliable person:
- Shows up on time: Consistency is key in a care environment. Being on time for shifts, meetings, and appointments is crucial.
- Meets deadlines: Whether it’s submitting reports or completing training, a reliable individual meets their obligations on time.
Being Respectful
Respect in health and social care creates a positive environment for both patients and staff. It involves:
- Respecting diversity and individuality: This means valuing differences in race, ethnicity, gender, age, and ability. It also involves honouring patients’ personal choices.
- Communicating with kindness and patience: Respectful interaction fosters a supportive and compassionate atmosphere, essential in care provision.
Provider’s Responsibility
Verifying that staff have these characteristics is the responsibility of the provider. Here’s how they typically ensure compliance:
Recruitment Process
- Rigorous interviews: Structured interviews focus on behavioural questions to gauge honesty, trustworthiness, reliability, and respect. Hiring managers look for evidence of these traits in past experiences.
- Reference checks: Speaking with previous employers or colleagues can provide insights into a candidate’s character.
- Background checks: Criminal records checks, such as the Disclosure and Barring Service (DBS) checks, help ensure individuals have no history that might indicate a risk to service users.
Training and Induction
- Ethics and conduct training: New hires undergo training that emphasises the importance of honesty, trustworthiness, reliability, and respect in their roles. This training often includes case studies and role-playing scenarios.
Continuous Monitoring
- Regular performance reviews: Ongoing assessments help ensure that staff maintain high standards of character. These reviews can address any concerns early and provide support for improvement.
- Feedback from service users: Encouraging patients and their families to provide feedback on staff performance can highlight areas where staff excel and where they need improvement.
Creating a Supportive Environment
- Open-door policy: Encouraging open communication with management helps staff feel supported in being honest and transparent.
- Team-building activities: Strengthening team bonds can foster mutual respect and trust among staff.
Conclusion
In summary, having a good character according to the CQC involves being honest, trustworthy, reliable, and respectful. These qualities are essential for ensuring high standards in health and social care. Providers are responsible for verifying these traits through rigorous recruitment, ongoing training, and continuous monitoring. By prioritising the character of their staff, providers can ensure safe, effective, and compassionate care for all service users.
