Commitment to quality
Quality and Compliance
We have our own internal quality and compliance tools that enable managers/operations managers and quality and compliance managers to audit the services by using the same tools to ensure quality is at the forefront of the service delivery.
Managers monitor the quality of the service provided by undertaking planned local auditing every business quarter in order to identify a quality score and generate an action plan for any identified requirements. All quarterly audits are then verified by the responsible Operations Manager. All services are audited annually by a Quality and Compliance Manager, who also provides advice and guidance to all services through the Quality and Compliance Duty Desk which is available during office hours.
Additional audits are conducted by our property and health and safety departments and operational teams. Operations managers visit all of the services they are responsible for regularly and are happy to discuss any issues or concerns that people who live at the service or staff may have.
Our annual service review process gives the people we support, their families and our staff a formal opportunity to offer their views on the service.
All of our services are inspected by the appropriate regulatory bodies for England, Scotland and Wales. You can find details of recent CQC inspections on the website page for each of our services in England.
|Care Quality Commission - England|
|Care Inspectorate - Scotland|
|Care and Social Services Inspectorate Wales - Wales|
We have a full procedure for complaints as well as a whistleblowing policy, 'See Something, Say Something', which has been communicated to all staff so that they are aware of what to do if they have concerns about anything that happens in any of our services. Details for this policy are also readily available to people we support, relatives and other visitors to the service. Contact details for 'See Something, Say Something' can be found on the Contact Information page of this website.