Care providers: Decision Making in a crisis – how quickly can you get back on your feet?

The world has changed rapidly over recent days and surely no one could have foreseen the pressure faced by today’s challenge of COVID-19. Despite the most careful planning the speed of events has taken everyone by surprise.
 
Our expert team have identified some key areas of assurance and good decision making principles that you should be considering, so that the huge task of keeping your residents safe is also able to stand up to the inevitable scrutiny faced in the weeks and months to come. 
 
This intervening period carries heightened risks as more routine tasks may be deferred or missed altogether because of a shortage of resources and the additional response required to the virus.  There is a danger ultimately a potential reduction in safety of residents, as well as opening staff up to allegations of irresponsibility despite the very clear reality staff are going the extra mile in challenging circumstances.  To protect both residents and staff therefore, a mechanism of ongoing assurance is recommended to establish that all key tasks are completed as required and evidence that the necessary standards are met.
 
The importance of robust systems and lines of assurance for decision makers has never been more tested than in today’s situation. While the CQC have suspended routine inspections from the 16th March 2020, other than where there are immediate safety concerns, there will inevitably be a time when life returns to some kind of normal and the inspections restart. Within the crisis period, it is crucial that as far as possible you maintain the required standards and don’t’ let the documentation fall too far behind. Evidence supporting the decisions you make during this crisis will be crucial.   
 
Within the care sector are the most vulnerable members of our community and it is the duty of the operators and registered managers to ensure that these systems for protection and assurance are in place. The purpose of accountability does not change with this COVID-19, but the route to achieve compliance may do.
 
During this testing time we recommend that providers consider the following:
 

• If you need to take on temporary admin staff – ensure they have minimal access to your finance system.
• Consider the potential exposure to fraud due to possible reduced segregation of duties with staff off sick. You may need to put new controls in place.
• Financial fraud generally will be a heightened risk area during a period of crisis so be alert for phishing and other scams. Especially if untrained staff are supporting the finance team.
• Ensure all IT control procedures continue.
• Ensure your payroll process enables staff to be paid without compromising on existing controls. Make sure that your payroll provider is able to deliver – or will you need to put emergency measures in place to pay staff
• Be aware of all potential areas of risk within the business: safe guarding, financial, reputational and manage them accordingly within a framework.  Seek immediate advice is uncertain..
• Make sure that all financial decisions are made with full knowledge of needs from all areas of the provision and Management Information is as real time as possible
• Safeguarding - ensure safeguarding protocol is adhered to – temporary staff will still require the usual checks and evidence logged in systems

 
To say the days ahead will be increasingly challenging is to state the obvious, however the fact is, that the CQC inspections will eventually resume.  Recording evidence and documenting that your high standards are being maintained may not be more challenging under increased pressures and reduced staff, however the catch up period that could arise if this is not maintained, could be pivotal in future gradings.
 
If you would like to talk to us and seek support on any of the above, please contact us.