In order to do this we need to continually assess our standards, gathering information from many sources, and providing a feedback system that allows recommendations and improvements to occur. We understand that in order to improve quality, we need to listen, learn and respond.
Our Quality Assurance system includes regular audit, internal and external inspection and information feedback, and an annual quality and safety report that informs the business and service development plan.
In addition to our own internal feedback surveys from various stakeholders, we have a very experienced external Consultant who provides feedback from professionals. We also have a very experienced Expert by Experience to feedback views from families and relatives.
In 2016 we implemented an anonymous external staff survey, and this will be completed annually and then fed back to managers and staff in terms of improvements we can make.
Each service receives an unannounced internal mock inspection from a senior manager each year. These inspections are measured against the CQC standards and regulations, and action plans are generated for managers to complete. In addition, we are regularly inspected by the CQC, and also the Local Authority, and any necessary improvements are completed.
We are keen to continually assess quality as well as capture more detailed information annually, and therefore members of the senior management team regularly monitor each service during informal visits to services. Information about culture and any concerns raised are recorded in writing. These are audited annually.
We have a transparent complaints procedure that is audited regularly with any improvements made where necessary.
We aim to ensure that we meet individual’s needs by providing safe, effective, caring, responsive, and well led care in line with the five Key Questions set out by the Care Quality Commission. We do this in the following ways: