It seems that the word ‘culture’ is the new buzzword in social care.
As ever, this buzzword can be deemed negative as outlined in my article on closed cultures or it can bring positive change, as seen in the blog: Right Support, Right Care, Right Culture and again, more recently, information on the CQC website about culturally appropriate care.
What is culture?
Wikipedia defines it as ‘an umbrella term which encompasses the social behaviour, institutions, and norms found in human societies, as well as the knowledge, beliefs, arts, laws, customs, capabilities, and habits of the individuals in these groups. Culture is often originated from, or attributed to, a specific region or location’ it adds.
How does CQC define the right culture?
CQC describes the right culture as: ‘The ethos, values, attitudes and behaviours of leaders and care staff should ensure people using services lead confident, inclusive and empowered lives.’
CQC adds that culturally appropriate care (also called ‘culturally competent care’) is sensitive to people’s cultural identity or heritage. It means being alert and responsive to beliefs or conventions that might be determined by cultural heritage.
Cultural identity or heritage can cover a range of things. For example, it might be based on ethnicity, nationality or religion. Or it might be a person’s sexuality or gender identity. Lesbian, gay, bisexual and transgender people have a particular culture. So do deaf people who use British Sign Language.
It simply does not stop here as CQC Regulation 20: Duty of Candour is steeped in culture where providers must act in an open and transparent way. To do so, an open and honest culture must exist.
How do you evidence culture?
It can be done, but it is often an unseen element; a myth written into our business statements, values, aims and objectives as well as policies and procedures. For example, ‘leaders of our organisation demonstrate and encourage a positive culture by doing x, y, z’.
It’s not always easy. But if you have good auditing processes and governance systems in place, your culture should be able to shine through.
Consider the following when you are looking to showcase culture in your service
- A culture of empowerment that shows service users have choice and control over how they live their lives
- Systems and process for accidents and incidents show a culture of learning from adverse incidents
- Feedback from stakeholders shows a responsive provider acting on complaints and feedback
- External professionals or commissioned auditors can see physical evidence of a positive culture at work including content in your formal notifications to safeguarding, regulators and how you manage your duty of candour that help demonstrate that open and transparent culture
- A values-based recruitment process that supports recruiting the right fit for your culture
- Staff meetings, supervisions and appraisals demonstrate staff have a say in how the business is operated and feel supported and empowered to make suggestions that are acted upon
- Equality and diversity is on display in droves, personalised spaces, language, the freedom for individuals to live the life they choose and continue the lives they had before needing social care services
- Other areas such as restraint reduction, STOMP principles and evidence of positive outcomes are all areas that demonstrate your culture
In short, everything you do as a business is your culture whether negative or positive. The business must, as a whole and at all levels, buy into your values, aims and objectives to live and breathe your positive cultures.
Given how CQC’s new regulatory approach is all about evidence, can you confidently provide evidence that demonstrates your culture? How do you, as a provider, create a healthy workplace culture that shows a healthier and happier place to live and work?
Remember, a positive culture not only leads to happier service users but can also be the key to better productivity, employee recruitment and retention.
How QCS can help you
Customers will find a ‘How To Implement Culturally Appropriate Care In Your Business’ document in the Resource Centre.
