Glossary of Terms
An accidental event that did, or had the potential to, cause harm or damage to a client or their property.
Definitions of abuse are widely understood. These differ between adults and children, but include psychological, physical, emotional, financial, sexual, neglect, domestic, discrimination and organisational abuse. The threshold for categorising something as abuse can be very low and includes all allegations of abuse even where the evidence later shows that no abuse took place. For example, if a member of staff falls asleep on duty this can be classed as abuse as it may constitute neglect.
The regulator of care in Scotland – Interserve Healthcare is registered and regulated by this organisation in Scotland.
Care Quality Commission (CQC)
The regulator of care in England – Interserve Healthcare is registered and regulated by this organisation in England.
Care & Social Services Inspectorate Wales (CSSIW)
The regulator of care in Wales – Interserve Healthcare is registered and regulated by this organisation in Wales. In 2018 CSSIW became known as Care Inspectorate Wales (CIW).
Issues related to the giving of care or the undertaking of a treatment that had been agreed as part of the care plan. For example, this may include providing care not in the care plan or providing care badly.
Client Care Staff (CCS)
The term we use for the people we send to clients to provide care.
Events that causes damage to the clients’ home or property or where that property caused a problem in the giving of care.
Clinical Assurance Review
Our own internal audit process to ensure our branches are complying with the policies and standards we set.
This is a collection of services Interserve Healthcare provides to clients who require specific therapies. At present we provide renal peritoneal dialysis, home parenteral feeding and home antibiotic therapies.
Things such as a breakdown of an essential service (such as gas supply), or an issue in the client’s home relating to things such as poor flooring, a pet, an infestation, heating etc.
Issues relating to the safe use, availability or function of an item of equipment we use to provide care.
Things that either caused a fire or had the strong potential to cause a fire.
Events where a person believed that the behaviour of another person felt to them to be bullying or harassing.
Infection control issues
Issues that either caused infection or had the potential to cause an infection. This may include issues relating to proper hand washing during the giving of care.
Issues relating to the management of confidential information we hold about our clients or staff.
Events relating to the safe keeping of information and the safe and secure operating of our Information technology (IT) systems.
Key Lines of Enquiry – These are the framework of standards used by the Care Quality Commission in its inspections of provider services.
Events that were a result of our staff working alone, or where them working alone contributed to the event.
Events relating to the safe handling of medicines.
National Institute of Clinical and Care Excellence (NICE)
This is the government body that sets guidelines about the delivery of health and social care.
The use of a Red, Amber and Green scale with Red indicating where things need to improve through to Green for those things done well.
Reporting of Incidents, Diseases and Dangerous Occurrences Regulations (RIDDOR)
These regulations are enforced by the Health & Safety Executive and require employers to report accidents and illnesses that cause the greatest harm to staff.
Events where the security of a clients’ home, or one of our offices, was compromised.
Security of information
Issues relating to the secure storage, handling or sharing of client’s confidential information.
Slip / trip / fall
Any incident where one of our clients or staff fall over, slip up or trip over something.
Any event where the adequate level of staff is not available.
United Kingdom Homecare Association (UKHCA)
The industry body representing the role of homecare providers such as Interserve Healthcare. Interserve Healthcare is a full member of the UKHCA