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Dovehaven appoints RLDatix to support quality and safety processes



Dovehaven care homes improves visibility and management of quality and safety across group using DCIQ from RLDatix. 

Dovehaven is a family run care group that has provided residential, nursing care and dementia care for well over three decades, experience that sets them apart from other care providers.

The Dovehaven group of care homes are located in and around Southport, Liverpool and Lancashire. They offer the highest standards of residential, nursing, dementia and specialist nursing care, providing short term holiday stays as well as comfortable, ‘forever’ homes for their residents.

With 21 different care homes in the Dovehaven Group, the Head of Quality and the Senior Management team identified the requirement to improve the recording and management of quality and safety issues across the organisation to:

  • Reduce silos of paper-based incident reports kept in different locations
  • Standardise tracking and monitoring of incidents across the homes to help provide additional support where required
  • Manage the complaints process, ensuring action is taken within the 21-day required response time
  • Roll out new safety procedures effectively and consistently across the group 
  • Replace paper document processes with digital systems to provide secure, permanent records captured in a consistent manner.

The Challenge – a complete overview of quality and safety required across the group

When Sam Jacob joined Dovehaven as Managing Director, multiple patient safety systems and processes in use were creating silos of data that meant event analysis was impossible and there was no way of identifying problem areas and implementing improvements. One of her first tasks was to unify all sites by implementing a group-wide patient safety solution.

From positive previous experiences of RLDatix, Sam knew DCIQ would provide the holistic view of patient safety data required across the entire group, enabling them to pro-actively identify hotspot areas for improvement, such as falls and medication management. Sam, Jo Hadfield, Head of Quality and the senior management team wanted visibility of what was happening across the business and for information to be captured and recorded in a consistent and regular format. Prior to using the RLDatix solution incidents were being recorded in different ways, mainly on paper-based systems in each of the care homes.

This approach required time consuming visits to collate, prepare and report on any issues – and importantly to recommend and provide responsive support where required.

While each home was successfully managing incidents at a local level, more detailed and standardised information was needed (around the type of incidents, claims and complaints, medication management and hospital admissions) so that resources and assistance could be reviewed to better support the staff and the residents. 

The Solution – unified quality improvement reporting

DCIQ enables staff across the group to capture and record incidents in an easy and consistent manner.

Staff log incident data in each of the care homes quickly, using standardised forms, which are then compiled and reviewed by the management team. The reports functionality within the DCIQ dashboards enables further investigation into the data to identify any trends, either in individual homes or group-wide, making it easier to see where, and what sort of support is required. This might take the form of extra staff, equipment or changes in processes.

Monthly reports are easily compiled, highlighting recommendations and actions. The system also enables flags to be created, to prompt actions and follow ups, ensuring any new processes are communicated and cascaded throughout the organisation. For example, in the Claims module, complaints and feedback requests can be tracked automatically within a set timescale and followed up to meet CQC regulations.


  • Standardised incident reporting has increased by more than 200% and increased visibility across all 21 care homes enables the early identification of trends 
  • Removal of time consuming manual collation of paperwork from different homes for incident information
  • Improved reporting and analysis have resulted in proactive action plans
  • Claims management process managed within the 21-day timescale to meet CQC recommendations
  • Improved communication with regular quality reports issued to managers and cascaded to staff
  • Empowerment of staff with shared learnings and best practice across the group
  • Secure and permanent records easily accessible for CQC audits, safeguarding investigations or coroner’s reports

Increased Incident reporting provides valuable insights

Since deploying DCIQ, new protocols on incidents have been put into place, which is providing metrics for continuous improvement. All falls are now detailed in the system at each care home, which has dramatically increased the number of events recorded. The data is analysed from across the group to identify where there may be possible challenges and support needed, providing the business case for additional investment where required.

Dashboards enable data analysis for informed action plans

The flexibility of the reports enables data to be easily interrogated, providing valuable insights for actions. Trends can be identified from data collated from a number of different fields, for example, on falls, medication management or hospital admissions. 

As a result of finding that some homes have reported high numbers of falls, new measures have been put into place. These vary from increasing staff numbers at certain times of the day when falls occur (hotspots) with twilight shifts, to providing extra equipment to help prevent them. 

Management overview of safety and quality information

Monthly quality reports are provided to the Senior Management team that present a complete overview of incidents recorded, trends analysis and recommended support action plans. Weekly reports are also cascaded to staff to update them with regular safety and quality guidance to share new initiatives, best practice and support available.

Efficient handling of complaints and compliance

The complaints procedure is now tracked to ensure there are no overdue actions and automatically flags when the deadline is approaching, to meet the 21-day commitment set out by the Group. In addition, all relevant incident documentation is stored digitally, enabling reports to be easily collated for the CQC audits or coroner’s reports.

Improved information sharing across the organisation

As well as the monthly and weekly quality reports, safety alerts are now communicated efficiently across all homes simultaneously and cascaded to all staff, with confirmation received when the alert has been read and actioned. In addition, DCIQ enables learnings and best practice to be shared throughout the group. 

With the Group already seeing great results from the Incidents, Complaints and Safety Alerts modules, the next step includes the setting up of the Enterprise Risk Manager module, which will enable all the homes to proactively track and report risks. Ultimately increasing visibility and ownership will help to mitigate risks throughout the organisation, supporting quality improvements further.

“The entire team has been extremely impressed with the capabilities DCIQ has provided us for the capturing and managing of patient safety data and implementing improvements” commented Sam Jacob, Managing Director, Dovehaven Care Homes. “The transparency offered at every level has engaged staff in our patient safety goals and ensures we are offering the safest care possible to our residents.”

“Using DCIQ by RLDatix has been a gamechanger for us. We are now better able to capture information and the number of incidents recorded has gone up massively across the group. The reports from this data give us greater overview and insight into what is happening across all of the homes. We are in a strong position to make informed decisions and put measures in place to better support both staff and residents where required,” said Jo Hadfield, Head of Quality, Dovehaven Care Homes.

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