Strong leadership and staff training key to high CQC ratings, says KPMG

Strong leadership and staff training are two of the most important factors in producing a successful care business, KPMG has said.

Speaking at the Care England conference last week, KPMG director and qualified nurse Sue Cordon said over 90% of services rated overall ‘good’ or ‘outstanding’ were also rated good or outstanding for leadership.

Cordon advised delegates: “Get your leadership right, get good static leadership, which is hard, the rest will follow.

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She added that poor visibility and high turnover of managers as well as inexperience can hold care homes back.

The KPMG director said not understanding the significance of documenting care was a major issue for CQC inspections.

Thorough staff training was key, Cordon said, adding: “Some providers have e-learning packages and people tell me you only have to keep clicking through the slides to pass. It’s quite scary.”

Sue noted how 10% of medication in residential homes is reportedly administered with error.

“Staff training in the administration of medicine is really key,” she added.

The director believes staffing should be about quality, not just numbers and drew on the CQC’s advice stating that care is not about money but about having the right person to lead the business and management who will engage with staff.

“You hear of a lot of complaints but actually, what is the learning from complaints? Is the manager sitting down and discussing it with the staff or is it all kept in the office?” she asked.

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