Business Flashcards
What are the top three risks for your business?
Data Security - unauthorised access, disclosure, alteration, or destruction of client data (cyber attack or human/system error).
Staff shortages / retention - High turnover due to burnout, difficulty recruiting sufficiently qualified clinicians.
Client Safety - potential for harm to clients during and after therapy sessions, including self-harm or suicide. Particularly significant because clients may be in a vulnerable state due to their mental health issues.
What are your top USP’s to attract your patients?
Not for profit - We make decisions based on the best approach for our clients and clinicians, not for profit. We also have a commitment to social responsibility and reinvestment in the local community,
fostering trust and goodwill.
MDT approach - broad range of mental health therapies under one roof, giving people simple and easy access to specialist advice.
Expert clinicians - Multidisciplinary team of highly qualified clinicians providing evidence based practice and high-quality care.
Clinically led - Jemma Meeson is an experienced systemic psychotherapist. We also have qualified clinicians available during opening hours available to both the public, our clients and consultants.
Location & decor - Our clinic is conveniently located and the rooms are decorated to a high standard promoting a sense of well-being or a “home away from home”.
What does your Business Contingency Plan look like?
We have a business continuity policy which outlines our overall approach to managing disruptive events. Alongside this are guides which outline specific steps to be taken in response to a particular disruptive event (e.g. a fire, plumbing issues, IT failure etc).
What risks have you identified
AWAITING INPUT FROM FIONA
How do you make business decisions?
Decision-making process is centred around our core values and mission of providing exceptional mental health care
Client-centred - prioritise needs of our clients.
Data-driven - we use of evidence to inform our decisions.
Collaboration - Teamwork and input from staff (weekly management meetings & quarterly clinical governance meetings etc).
Value-based - focus on core values - Compassion, collaboration, and expertise but also not for profit, evidence based, sustainable.
How do you include CQC requirements (into business decisions)
Embedded into our decision-making process at all levels.
Risk assessment: CQC regulations integrated into our risk assessment process to identify potential areas of non-compliance.
Quality improvement: CQC standards inform our quality improvement initiatives and drive service enhancements.
Staff training: For all staff to ensure compliance and best practice.
Audits: To monitor adherence to CQC standards
Client feedback: Expert by experience etc
What happens if your service has to close?
We have a robust business continuity plan in place to mitigate the impact of service closure.
Regularly reviewed to identify potential threats and update accordingly.
Client safety: We would prioritise the safety and well-being of our clients by providing clear guidance and support.
Service continuity: Some services could operate remotely (e.g. telehealth) with staff working from home. But we would also be willing to work with local partners to ensure continuity of care.
Clear communication: with clients, staff, and stakeholders to minimise uncertainty.
What considerations do you need to make (if the service has to close)?
Clients: supporting them to access alternative services, transferring records (if consent), communicating clearly, additional support for those with complex needs.
Staff: redundancy (ensuring we follow employment law), open / honest communication with staff.
Financial: addressing outstanding debts and liabilities, disposing assets, understanding tax implications.
Legal: ensuring secure disposal or transfer of client data
Reputation: Communication with stakeholders: Maintaining open communication with clients, staff, and other stakeholders.
Managing public image: Protecting the clinic’s reputation during the closure process.
Can you explain the culture of your organisation and how you maintain this?
Values: Compassion, collaboration, and expertise.
Supporting & inclusive environment where all staff feel valued (family) and empowered to deliver high-quality care.
Open communication
Team-building (xmas party, summer party, yoga, quarterly f2f team meetings)
Funded training opportunities for self-employed clinicians
Staff feedback (continuous improvement)
Celebrate successes together (Jem’s newsletter)
What industry standards impact or support your business?
NICE
CQC
GMC
MHRA
RCPsych (and other relevant bodies for other clinicians)
How do you use industry standards with your ongoing business?
Help us deliver high-quality, safe, and effective mental health services.
Bench-marking: can compare our services to identify areas for improvement.
Audit and Review: to assess compliance with standards
Risk: helps us identify potential risks and implement control measures.
Compliance: helps mitigate legal and regulatory risks.
Evidence-Based Practice: they provide evidence-based guidelines for clinical practice.
Client confidence: builds trust and confidence among clients and stakeholders.
