We are always keen to provide the best possible service and to do this we continually check on what we are doing, talk with our staff and with outsiders who have opportunities to see and judge our work, and above all listen to our customers. This process is called quality assurance.
It Involves:
- An annual visit to all service users by a supervisor or a manager to hear your views at first hand
- Regular supervision meetings between each care worker and their line manager
- An annual survey of service users, and where appropriate their relatives or representatives, to obtain views and opinions
- Careful checks on all service user files, timesheets and other records. In addition to these opportunities, please feel free to let us have your views at any time. We need to know how we are doing, and you are best placed to tell us.
- Care and support workers know the standard of service they are required to provide and monitor and meet the standard on a continuous basis.
- The outcome from the QA process is published annually, supplied to the CQC and made available to users, their family or representatives, and all stakeholders in the agency.
- Standards and the QA process are reviewed and revised as necessary, on an annual basis.
- The service is run in the best interests of its service users