Four Seasons Health Care says that it has streamlined and improved the vital process of monitoring, reporting and responding to complaints since rolling out Datix patient safety software.
The solution was first deployed in 2010, and is today used for incident management, complaints (re-named feedback) and safety alerts to support resident, colleague and visitor safety across the company’s operations.
The UK’s largest independent health and social care provider has driven through a cultural change across its 350 care homes where problems and incidents are immediately reported so that lessons can be learnt. Datix helps in this gathering of incident reports, and also simplifies how they are reported to regulators across the UK.
According to Haydn Williams, Datix Manager at Four Seasons Health Care, the results of using Datix have been positive, “Our incident reporting has improved dramatically and we now have over 190,000 incidents and 1,400 compliments recorded in Datix. We have developed a more consistent and altogether faster process for managing complaints and feedback using the software. Complaints are acknowledged within two days of receipt and we maintain a target response time of 20 days to resolve any issues. What is more, Datix provides an excellent audit trail, enabling us to track both the number of complaints we receive and show regulators evidence of positive feedback such as ‘thank you’ letters from grateful residents and their families.”
Williams continued: “In a large and dispersed organisation such as Four Seasons, accurate, real-time information is vital to running an effective care operation. Furthermore, as a private sector organisation, we need to protect our business at all times. Datix helps keep tabs on performance, giving us the hard evidence we need to meet the stringent requirements of external regulators like the CQC, inspire confidence and maintain our corporate reputation.”
The transparency of the Datix system has helped tackle a tendency towards a blame culture, Williams believes. “The implementation of Datix for incident management has been universally embraced at Four Seasons because of the simplicity of the system. Our teams now have a far better understanding of the need to record incidents because they use it themselves and see the link between regular, effective incident reporting and high quality care – safer for them and for their residents.”
Learn more about how Datix is helping Four Seasons Health Care in the February edition of Care Home Professional magazine.