Quality Matters – October

Welcome to the October issue of the Quality Matters newsletter! You will find updates in regards to improving Quality, guidance on systems and processes, medical alerts and helpful links to relevant articles and information. 


The Dignity in Care campaign inspires people to be part of a nationwide movement of champions, working individually and collectively to promote access to dignity as a human right for all.

Dignity focuses on the significance and value of every person as a unique individual. We show our commitment to upholding other people’s dignity by the ways in which we treat them; fairly, truthfully and with care and compassion. We respect other’s views, choices and decisions and do not make assumptions about what they want, like or how they want to be treated. See below for the 10 Dignity Do’s:

1. Have a zero tolerance of all forms of abuse

2. Support people with the same respect you would want for yourself or a member of your family

3. Treat each person as an individual by offering a personalised service

4. Enable people to maintain the maximum possible level of independence, choice and control

5. Listen and support people to express their needs and wants

6. Respect people’s right to privacy

7. Ensure people feel able to complain without fear of retribution

8. Engage with family members and carers as care partners

9. Assist people to maintain confidence and positive self-esteem

10. Act to alleviate people’s loneliness and isolation

Within MHC we encourage our staff to become Dignity Champions, to date across the business there are approx. 20. To find out more about becoming a Dignity Champion please speak to Margaret Shannon (Learning & Development) : Margaret.Shannon@mhc-uk.com and to find out more go to: www.dignityincare.org.uk.


The published government strategy sets out how the UK government is moving beyond the emergency COVID-19 response to stabilise and build resilience. It details how the government is preparing for a second wave of COVID-19 or concurrent pandemic alongside usual seasonal pressures.

To read more about the planning and preparation, go to the following links below:




On 10th November 2020 the RIVO/Sphera interface is getting an upgrade! The view you experience will change however the functionality will remain the same with some added improvements.

If you require any advice or guidance on the new system please contact a member of the Quality Team: Kaylee.Roberts@mhc-uk.com or Donna.Williams@mhc-uk.com

1. The new Dashboard view allows you to ‘Add Cards’ will provide quick view information on events and tasks at the service/s you have access to.

2. The new ‘menu’ button is at the top of the page and is a symbol with four squares.

3. When viewing events in RIVO it now has a quick view ‘Description’ column and also allows you to search by name of Resident/Patient for ease of reporting. This data can still be exported to excel if required for data manipulation.

4. There is also a new ‘Help’ feature which provides guidance on all areas of RIVO/Sphera. This can be accessed by selecting the Question mark symbol at the top of the page.

5. The help dashboard will then appear with advice on various sections of the systems and video walkthroughs.


Ten workers at a mental health unit have been suspended amid claims patients were “dragged, slapped and kicked”. Inspectors said CCTV footage recorded at the Yew Trees hospital in Kirby-le-Soken, Essex, appeared to show episodes of “physical and emotional abuse”.

The details emerged in a Care Quality Commission (CQC) report after the unit was inspected in July and August.

The unannounced inspections were prompted by managers at Cygnet Health Care, who monitored CCTV footage of an incident on 18 July.

We need to constantly challenge what we do and continue to improve. This is a reminder of how important recognising culture and acting upon it is, also how valuable the process for re-employment checks and interviews are.

The focused inspection was carried out following concerning information received about the alleged abuse of patients. Some areas of concern included:

  • Some staff did not protect patients from abuse and improper treatment.
  • (CCTV) footage was reviewed which showed staff physically and emotionally abusing a patient.
  • Staff who witnessed the incident did not raise or report their concerns to anyone at the hospital.
  • Staff did not record incidents accurately. 20 episodes of CCTV we reviewed, 45% of the reports did not align with the CCTV footage.
  • Staff did not accurately record the descriptions or timings of the incidents accurately. None of the incident forms recorded inappropriate staff behaviour.
  • Managers failed to assess, monitor and mitigate risks relating to the health, safety and wellbeing of patients at the hospital and failed to improve the service.
  • Staff contributed to poor culture in the hospital that increased the risk of harm to patients.

Read the full article at: www.bbc.co.uk/news/amp/uk-england-essex-54255514 

There are many examples that we can learn from within this report, to read in full please go to: https://api.cqc.org.uk/public/v1/reports/85b234f3-2239-4152 a765-5b61d7d8ec60


Quality Governance Framework Committees have taken place this month. The committees met virtually, and a large number of projects and actions have been identified and are being worked on to make improvements to systems and process, the workforce, and the people who we support. Overview of some projects include:

  • Strategy across MHC to recognise and reduce medication errors
  • Improve the lessons learnt from RCA’s
  • Strategy on Reward and Recognition for staff members
  • Review and Response to Staff Survey Results
  • Policy Review
  • MHC App

Are you interested in joining any of our committees? See the list below and let the Quality Team know if you would like to join any. If you have any ideas for topics for discussion or points to raise, please either reach out to the chair of the committees or you can speak to a member of the Quality Team for further information: Donna.Williams@mhc-uk.com or Kaylee.Roberts@mhc-uk.com

  • Information Governance – Chair is Steve Everitt
  • Peoples WellbeingChair is Dr Dean
  • Medication Management – Chair is Dr Nash
  • Safety and Risk – Chair is Ryan Sandick
  • Safeguarding – Chair is Wendy Goldburn
  • Workforce Wellbeing – Chair is Andrew MacGlashan

The meetings are held every quarter and are for approx. 1.5 hours, your manager will be supportive if you are interested in joining. 

You will have the opportunity to participate and contribute to each meeting. Your voice. Your ideas. With this we can work collaboratively to make improvements to your work life. We will also be asking for patients and residents to join the committees.