We are delighted to bring this piece from Faith Adjarhore who is a Quality Compliance Officer (QCO).
In this journal we see a detailed account of the daily responsibilities, challenges, and values that define this crucial role in ensuring operational excellence and adherence to quality standards.
We explore the key aspects of being a QCO and practical tips on maintaining efficiency and effectiveness in this demanding position.
Diary of CEO or QCO? Compliance Confidential: Unveiling the QCO Diary.
The role of a QCO:
Over the years I have worked my way up from a carer to a QCO. Every stage of my career has shaped this article. As I go through my nursing degree, I see myself adding to this article in the next year. Having managed two areas with over 30 clients, I am confident that I have the tools to ensure that anyone is a successful QCO.
Two years ago, my company had an influx of new QCO’s. This was a catalyst for the diary of a QCO. I prepared a presentation for new staff equipped with tools, icebreakers, and advice to help skyrocket their new role.
1. The Essence of a Quality Compliance Officer:
- Reliability: As a QCO, being dependable and consistent in upholding standards is paramount for organizational success.
- Understanding: Having a deep comprehension of regulations, protocols, and best practices is essential for effective quality compliance.
- Trustworthiness: Building trust with colleagues and stakeholders is crucial in maintaining integrity and credibility in your role.
- Accountability: Taking ownership of decisions and actions, as well as ensuring transparency in compliance processes, is key to fostering a culture of accountability.
- Humility: Embracing humility allows QCOs to learn from mistakes, welcome feedback, and constantly strive for improvement in their work.
2.QCO Chronicles: A Day in the Life Through Quick Glances:
As a QCO, a typical day runs from 9am to 6pm. Here's a glimpse of what your day might look like:
9am-10am: You start your day by arriving at the office at 9am. The first task is checking on your care staff in the community. This involves auditing care notes, monitoring calls, contacting clients, and addressing any important emails.
10am-11am: On Mondays, a stand-up meeting takes place where you discuss any critical issues marked as Red (RAG rated). The team also reflects on what's working well and what areas need more attention. The QCO who was on call during the weekend provides a handover of any significant events and tasks to follow up on.
11am-1pm: The mid-morning to early afternoon involves addressing tasks identified during the stand-up meeting. This could include refining care plans, further call monitoring, liaising with local authorities, and other related responsibilities.
1pm-2pm: Time for lunch to recharge and refuel for the rest of the day.
3pm-6pm: In the afternoon or depending on their schedule, a QCO typically ventures out into the community for spot checks and competency assessments at least once a week. This hands-on approach allows you to ensure quality care standards are being upheld and provides valuable face-to-face interactions with staff and clients.
This is a snapshot of a day in the life of a Quality Care Officer (QCO), where each moment is dedicated to ensuring the well-being and quality of care for those in the community.
3. Core Responsibilities of a Quality Compliance Officer:
- Documentation: Maintaining accurate records and documentation of compliance activities is vital for tracking progress and demonstrating adherence to quality standards.
- Communication: Establishing clear lines of communication with team members, superiors, and external partners promotes collaboration and ensures alignment in compliance efforts.
- Accountability and Building Interpersonal Relationships: Proactively taking responsibility for compliance tasks and fostering positive relationships with colleagues and stakeholders are critical to effective quality assurance.
4. Keeping Your House in Order: Strategies for Success:
- Key Workers: Designating 2-3 key workers in specific areas of responsibility can streamline operations, enhance coordination, and ensure focused attention on critical compliance tasks.
- Documentation: Following established processes and procedures for documentation, including regular audits and updates, is essential for maintaining compliance and accountability.
- Accountability and Professionalism: Being proactive in identifying and addressing compliance issues, as well as upholding a high standard of professionalism, promotes a culture of excellence and reliability.
- Interpersonal Practice: Collaborating with other professionals, sharing knowledge, and working together towards common goals fosters a supportive and effective work environment.
5. The Key Worker Scheme and Its Benefits:
A key worker scheme involves choosing individuals to act as your representatives in the community, serving as your eyes and ears. In a managerial position, it's crucial to select key workers based on their leadership skills, performance, and willingness to grow in their careers. It's not just about surface-level presentation but also about finding individuals who are dedicated and eager to excel further in their roles. I truly believe by assigning key workers who provide consistent support and familiarity, clients develop trust and confidence in the service provided. In addition to this working closely with a designated team promotes trust among colleagues, encourages collaboration, and enhances overall efficiency and effectiveness in compliance efforts.
In my experience of choosing key workers, I sought out two individuals who had established reputations in the community I managed. Even though they didn't work together, I scheduled their shifts in a way that one covered Thursdays to Sundays and the other Mondays to Wednesdays. This arrangement allowed for seamless handovers and regular updates on client progress. By strategically using their reports to plan my week ahead, I found it to be a smart way to streamline my managerial responsibilities and meet my targets effectively. Every QCO should look for individuals with the desired qualities and readiness to take on responsibilities, even if they work opposite shifts.
An alternative approach could involve rotating key workers on a weekly basis, especially if your service setup is still evolving. Although more challenging, this method can be manageable and ensures that different perspectives and skills are brought to the role regularly.
If you are reading this as a new QCO or care manager I want, you to know this!
Your dedication to making a difference in the lives of others is truly inspiring. Remember, as you navigate the challenges and joys of this role, to always keep this quote in mind: "Success is not final, failure is not fatal: It is the courage to continue that counts." - Winston Churchill. Embrace any obstacles that come your way with a positive mindset and unwavering determination. Each day presents an opportunity to learn, grow, and make a lasting impact. Trust in your abilities, stay resilient, and never forget the incredible difference you are making in the lives of those under your care. Welcome to this enriching and rewarding journey as a QCO, and may you shine brilliantly in your new role!
If you wish to connect further, please do not hesitate to contact me at Faith@teonfacare.org.
Thank you for taking the time to read my article! Let’s make the journey of becoming QCO easier, one diary at a time!
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