PAGE 4 | THE CARER DIGITAL | ISSUE 28
Why Compliance And Insurance Go Hand In Hand
By Pip Stevens, Head of Partnership and Alliances, QCS (www.qcs.co.uk) with Becky Newman, Associate Director of Howden Care
Pip Stevens
Becky Newman
It has been a tough year for the care sector. According to a study by LaingBuisson*, in England more than half of care homes have been hit by COVID-19. Many insurance premiums have risen too. A recent National Care Association survey** revealed that 68 percent of members interviewed had reported significant increases in their insurance premiums.*** While the average premium has risen by 20 percent, one provider reported that their renewal quote had increased by 880 percent.****
HIGH PREMIUMS NOT THE FAULT OF INSURANCE PROVIDERS But before I go any further, the point of this piece is not to criticise insurers. Not only would that be unfair, it would also miss the point. Insurers and brokers are not guilty of profiteering. They are simply reacting to risk. Right now, due to the COVID-19 crisis, potential liability risks are myriad. Insurers have to consider employee claims, public liability claims, not to mention, claims made by residents. It is a point not lost on Mike Padgham, the chair of the Independent Care Group. In August, Mr Padgham, told Carehome.co.uk “I do have some sympathy with the insurance companies because they’re worried about the risk, which is why I want the government to step in and help the industry.”****
SECURING A COMPETITIVE RENEWAL QUOTE IN THE PANDEMIC The question is, what can care providers do to lower renewal quotes? With around 100,000 users, QCS, the company I work for, which provides best practice content, guidance and technological care solutions for care sector, receives many calls from our customers searching for advice. So frequent are these calls in fact, that we’ve been collaborating with one of our closest partners, Howden Care, a specialist insurance provider for the care sector, to shed new light on the steps providers should take when approaching their insurance renewal. Part of the challenge says Becky Newman, Associate Director of Howden Care, is that, “Providers may be used to working in a certain way with their broker which may now need to change. QCS and Howden are helping providers to prepare and be aware”. Both organisations have teamed up to create a comprehensive checklist, which you can download from the QCS website at https://tinyurl.com/y3hswjjz
COMPLIANCE MANAGEMENT TOOLS CAN HELP At QCS, we believe that forging a closer union with insurers and bro-
kers is not only a positive development, but a necessary one. Why? Well, the vast majority of providers who use our policy, process, content, guidance and auditing tools go on to achieve a ‘good’ or ‘outstanding’ CQC rating. This, in turn, give themselves a better chance of securing the insurance cover they need to continue operating.” It is a view largely shared by Howden. Mrs Newman says, “Compliance management won’t necessarily translate immediately into lower premiums but in a hardening market, being able to demonstrate robust risk management and procedure compliance can help set a provider apart. In addition, compliance management can help create a defence against any allegations of negligence against the provider which could help them to manage a favourable claims experience.” But compliance management aside, what are the key steps that every provider should follow when speaking to their broker?
EARLY ENGAGEMENT Firstly, it’s vital that brokers are given adequate time to explore all the options. Therefore, in terms of engagement, Howden Care advises that care providers contact their insurer six weeks before renewal, and divide the renewal process into manageable stages. Becky Newman says, “Providers should consult their broker for advice on potential options and those seeking terms should ensure that they understand their position well ahead of renewal. This is vital to ensure an informed decision is made when planning ahead. Certain timeframes will be required when approaching the market. A provider’s broker will potentially be speaking to more than one insurer this year in order to seek competitive terms, and this may take some time.”
PLAN IN SOME TIME TO COMPLETE ADDITIONAL RENEWAL FORMS Insurers may well require extra information from providers this year, such as proposal forms for alternative quotes, or more information surrounding infection control procedures. Mrs Newman says, “A timely submission of forms may open up more options for providers. Howden advises that operators seeking renewal quotes should consider and prepare financial forecasts in advance. Having this information ready, along with any other revisions to requirements for the coming insurance period can help speed up the process.”
COVID REPORTING Mrs Newman advises care providers to discuss any incidents of COVID-19 (amongst their service users and staff) with their broker. She says, “They may need to report these to insurers before the renewal date as a precaution and the information will be a ‘material fact’ for any new insurer who is looking to provide them with terms.”
IMPORTANCE OF FAVOURABLE REGULATORY INSPECTIONS With fewer insurers now considering renewals for providers where the latest CQC inspection rating is recorded as ‘requires improvement’ or ‘inadequate’, securing a ‘good’ or ‘outstanding’ rating is vital. By placing the most up-to-date content in the hands of frontline care workers, and furnishing them with the latest guidance and standards, the QCS system helps care workers to deliver the best care possible. But, its vast range, which include risk assessment, auditing and inspection tools, also gives managers and their staff a solid platform to secure an outstanding CQC rating. For those providers who don’t secure a favourable CQC rating, Mrs Newman, has the following advice.
“If providers are in this position, it is essential that they engage with their insurance broker early. We would recommend that they have an action-plan available with surrounding commentary on improvements that have been made. Having this information available from the outset could help secure terms.”
BUDGETING With insurance premiums increasing considerably across the sector, Mrs Newman says, “Providers should speak to their broker about what to expect so they can prepare. They can also discuss options for paying monthly with a broker, and look at the best interest rates available.”
CAREFUL REVIEW OF TERMS Providers should be aware of potential new limitations or exclusions within their terms. Howden recommends that time be set aside to review documents carefully with a broker. Becky Newman adds, “They (the broker) will be able to carefully review the terms with providers, pointing out any changes in cover and any potential consequences.” For more information about QCS, call us on 0333 405 33 33 or email sales@qcs.co.uk. If you wish to contact Howden Care, please email care@howdengroup.com or phone 0117 205 1850. To download the QCS/Howden checklist, visit https://tinyurl.com/y3hswjjz To enquire about a free trial, please visit www.qcs.co.uk
SOURCES: * The Observer More than half of England’s coronavirus-related deaths will be people from care homes By Michael Savage Date: 7th, June, 2020 https://www.theguardian.com/society/2020/jun/07/more-than-half-of-englands-coronavirus-related-deaths-will-be-people-from-care-homes ** National Care Association Survey *** Care Home Professional Care homes facing astronomical rises in insurance premiums By Lee Peart Date: August, 19th, 2020 https://www.carehomeprofessional.com/care-homes-facing-astronomical-rises-in-insurance-premiums/ **** Care Home Professional Care homes facing astronomical rises in insurance premiums By Lee Peart Date: August, 19th, 2020 https://www.carehomeprofessional.com/care-homes-facing-astronomical-rises-in-insurance-premiums/ ***** Carehome.co.uk By Angeline Albert Date: 19, August, 2020 Coronavirus: 'Colossal' insurance costs threaten to make care homes 'go out of business' https://www.carehome.co.uk/news/article.cfm/id/1631860/Colossal-insurance-costs-andlack-of-covid-cover-threaten-to-make-care-homes-go-out-of-business
Calls for “Mandatory Testing” for Care Home Inspectors Care home leaders have called for mandatory testing after CQC inspectors reported COVID-19 symptoms. Freedom of Information (FoI) requests acquired by The Sunday Telegraph have revealed that over 100 CQC inspectors reported COVID-19 symptoms or have been forced to self-isolate. The Care Quality Commission (CQC) had halted routine scheduled inspections for five months in an attempt to slow the spread of coronavirus, however in September they took the decision, approved by the Department of Health, to redeploy inspectors. Testing is not presently required for CQC inspectors visiting care homes, and there are currently an estimated 1,300 inspectors, and it is believed that up to 500 inspections over the next six weeks are planned. The lack of testing has drawn from care providers fierce criticism Care providers, with operators calling on the CQC to introduce mandatory testing for all inspectors as they insist that otherwise 'lives will be put at risk'. Labour MP Barbara Keeley says that the data proves why it is now essential that inspectors are regularly tested in order to protect elderly lives. Speaking to the independent newspaper she said: 'On the basis of these numbers, inspectors may be potentially taking infections into care homes. Given the risk Covid-19 poses in care homes, this cannot be allowed to happen. 'It's just not acceptable that the inspectors are not being tested regularly... It is
clear from these numbers that the only way for CQC inspections to resume in a safe manner is for all inspectors to have access to regular Covid-19 testing, even if they are asymptomatic.' A CQC Spokesperson said: “DHSC has advised us that CQC inspectors do not meet the criteria for regular weekly asymptomatic testing, as inspectors are not required to undertake ‘hands on’ close personal contact with people. We remain in regular contact with DHSC on this and will continue to keep this under review. “All CQC staff engaging in inspection and registration visits must undertake a risk assessment prior to the visit. They must use the PPE identified, have gone through training on its use, and have completed the Infection Prevention and Control training. “This approach is in line with what has been agreed for other professionals. DHSC will continually review their policies as more evidence emerges during the pandemic, and if the evidence means the criteria needs to change, they will advise us accordingly.” A Department of Health and Social Care Spokesperson added: “Our testing policy is based on scientific advice to limit the spread of COVID-19 and prioritises health and care staff who are in direct, personal and regular contact with patients and residents. “CQC inspectors do not have close contact with residents and are expected to follow proper infection prevention and control measures at all times – including social distancing, correct use of PPE and hand washing to stop the spread of the virus.”
Chichester Care Home’s Birthday Trio Reach 302 Years Between Them Three residents of a Chichester care home – including a distinguished Royal Navy veteran – have celebrated birthdays on the same day, achieving a remarkable 302 years between them. Staff at Colten Care’s Wellington Grange in Broyle Road helped the trio mark their special occasions in different ways. Vera Dutton and Lorna Cook, who turned 104 and 98 respectively, stayed indoors to receive birthday greetings at parties from their families. But stepping outside, former Royal Navy officer Captain Duncan Knight DSC was surprised to be met by members of a Royal Marines band in uniform with a trumpet salute for his milestone 100th. After watching them play Happy Birthday, Duncan was presented with a framed letter of congratulations written by the First Sea Lord and Chief of the Naval Staff, Admiral Tony Radakin CB ADC. Duncan, who had a distinguished service career before, during and after the Second World War, said: “I was invited to go outside to ‘see something happening’ but I had no idea it was going to be anything like that. It was an excellent surprise that left me feeling very honoured and emotional.” The letter from the First Sea Lord was read out to Duncan by Commodore David Elford OBE, the Royal Navy’s Regional Commander for the East of England. It highlights Duncan’s naval career from joining as a teenage cadet in 1934 to retiring in 1972 after a final assignment in Naples as Acting Commodore at Allied Forces Southern Europe (NATO).
Mentioned in wartime dispatches while serving on HMS Gothland and HMS Hesperus, Duncan was awarded the Distinguished Service Cross in 1942 for his actions in combating U boats in the Atlantic and was later appointed Commander of HMS Comet and HMS Blackpool. He was present in the Bay of Tokyo for the Japanese surrender in August 1945. According to HM Naval Base Portsmouth, Duncan is believed to be the sole remaining Royal Navy officer to have served throughout the entirety of the Second World War. The First Sea Lord’s letter concludes: “We owe a great debt to those such as you who served throughout that conflict and afterwards. Your actions both in war and in peace were in the finest traditions of the Royal Navy and are an inspiration to us all.” Vera was born in 1916, more than two years before the end of the First World War. She went on to work in the retail sector, travelling extensively as a shop window dresser. Her first husband died on a Royal Navy ship in World War Two and she later remarried. Plymouth-born Lorna is a mother of three sons, two of whom joined her for her birthday. Her working life included five years’ military service while her husband also served in the Royal Navy. Asked for their secrets of longevity, both Lorna and Duncan said they were simply “very lucky”, Lorna adding: “A regular couple of glasses of wine doesn’t hurt too.” Emily Hudson, Companionship Team Leader for Wellington Grange, said: “We were keen to do our best to make sure Vera, Lorna and Duncan, and their families, felt special. “Much work went on behind the scenes but it was all worthwhile and so amazing to see them enjoy such a memorable day.”