Train, re-train and manage staff skills levels
By David Waters, Managing Director CHIS and PrimeCare Insurance
October 19, 2011
I can almost sense the lack of excitement about this heading.
Let's make it interesting by detailing a real-life scenario: you are in court; the family of a resident who suffered internal trauma from a hoisting accident has just won a case against you and your staff for the injuries their mother suffered. Your insurers are to meet an award of £65,000 and total legal costs for both the plaintiff and defendant at just over £100,000.
The family are talking about asking the Police to consider investigating this matter under the Corporate Manslaughter legislation.
To make matters worse, your care business has had no new residents for over a year, you are operating with a shortfall of £12,500 a month and your insurance premium has just increased from £2,200 to £15,000.
Have I got your attention now?
Accidents which result in serious injury or death, that can easily be avoided, take a very heavy emotional and financial toll on all those involved.
Most care providers work with hoists. The training on the use of hoists and the well-being of the person being hoisted tends to be something only observed once and never again.
As an insurance broker, I tend to hear all the excuses after something has gone wrong and these tend to fall into two broad defences: "They have been using the same hoist for the last five years - I just don't understand why they could have a problem now," or "we had some staff away, but they knew not to use the hoist without another carer".
I believe both are admissions of guilt and, in that guilt, there are many people trying to come to terms with the serious injury or death of a resident - the carers, other residents, friends and families.
If it can be avoided, avoid it.
How do you manage your business? Do you regularly walk around and do nothing other than observe? Our most successful clients employ managers who are regularly found walking around the home, chatting with residents, visitors and employees, and observing what is happening.
It's vital to supervise the actions of your staff. They need to know you are regularly doing so. They need to be praised when they do a good job - going beyond the call of duty. Equally, they need to be asked to account for not doing a good job.
There is always a reason for everything and quite often it's nothing more than being the way they have always done it, or more to the point, it's a shortcut on the way that they have always done it. It is this sort of supervision which is required and quality businesses will make sure they do. All staff need to know they are being monitored and supervised.
Following on from supervision, there needs to be a retraining schedule. Circumstances change, laws change, residents' requirements change and every carer needs to be regularly retrained in all aspects of their job, especially any potentially dangerous working environments, such as the use of hoists.
How can we help?
It can sometimes be a little overwhelming for any business owner to look too closely at their operations. In many cases, 'fresh eyes' are needed to pick up the things we have simply become used to over time and no longer notice. A key point here is that even small adjustments in just one or two areas can avoid an accident and save you money… sometimes a lot of money.
This is one area where we can be of enormous value. Proactive risk management not only improves your business but also maximises your time to manage and develop your business, and improve your competitive position - it can also enhance your business's image, reputation and even valuation.
Our team of specialist consultants share their experience in the care sector to help you look objectively at your business and put the right protection measures in place for your situation. Most importantly, their straightforward approach will assist you with implementing some of techniques outlined above to reduce and manage your exposure. Call David Waters at CHIS to talk it over on 01273 645921, or you're welcome to send an email to david@chis.net.