RESTORING COMMISSIONER TRUST — OXARA CONSULTING

Restoring Commissioner Trust After Suspensions on Placements

The Crisis

A privately-owned residential home received a Requires Improvement rating following concerns about staffing levels and care planning. The local authority immediately suspended all new placements, threatening the home's viability.

CQC Rating: Requires Improvement (Safe and Well-led rated Requires Improvement, other domains Good)

Our Intervention

LA Confidence Rebuilding Strategy (Months 1–6)

Phase 1: Evidence Generation (Month 1)

• Conducted dependency assessment proving staffing levels exceeded regulatory minimums
• Implemented electronic care planning system with real-time documentation
• Introduced weekly clinical governance meetings with commissioner attendance invited
• Developed quality assurance dashboard showing improvement trends
• Created resident outcome measures (falls reduction, medication errors, complaints)

Phase 2: Transparent Engagement (Months 2–3)

• Monthly tripartite meetings between the provider, Oxara Consulting, and the local authority quality assurance lead
• Shared all internal audit reports, demonstrating openness and a learning culture
• Invited the local authority safeguarding team to observe medication rounds and care delivery
• Provided evidence of staff training completion (100% mandatory training achieved)
• Engagement strategy mapped to the Feedback from Partners evidence category throughout

Phase 3: Outcome Demonstration (Months 4–6)

• Presented six-month improvement data to the local authority quality assurance panel
• Achieved zero medication errors for three consecutive months
• Reduced falls by 40% through enhanced risk assessment
• Achieved 95% family satisfaction score in independent survey
• Secured Good rating in all domains at CQC re-inspection (Month 5)

Outcome

Month 4: Local authority approved trial placement (1 bed).

Month 5: CQC re-inspection achieved Good rating across all domains.

Month 6: Local authority lifted placement embargo completely.

Month 9: All 7 beds filled, occupancy at 100%.

Client Testimonial: “The local authority embargo felt like a death sentence. Roxana didn’t just help us improve — she helped us prove it to the commissioners. Her local authority confidence rebuilding tracker gave us a roadmap, and her clinical credibility opened doors we thought were closed forever.”
— Registered Manager