Quality Assurance
Commitment to Quality
Our priority is the wellbeing and best interests of our residents. To that end, we have established a multifaceted, quality-focused system to continuously and proactively improve upon the standards of our care.
Weekly Visits
Our compliance managers all have a wealth of experience and expertise in social care at their disposal and are committed to visiting each of our homes at least once per week. During these visits, the compliance manager will pay close attention to the care being given and use these insights to give constructive feedback to the Home Manager.
Weekly compliance meetings, involving the managers and the owner, set out actions to address areas for improvement.
Real Time Compliance Management
Our home managers are supported with compliance dashboards. Data is streamed from all our records systems into a user-friendly dashboard, giving managers and stakeholders a comprehensive view of the standard of care in real-time. We also incorporate qualitative judgments from our expert compliance managers to supplement these quantitative metrics with a human insight.
Our compliance dashboards free managers from paperwork and reporting, enabling them to focus on relationship-centred care.
Staff Training – Our Network of Buddies
We ensure that our staff are equipped with the training they need to provide excellent care to our residents. We have implemented a ‘buddy’ system which involves picking outstanding individuals to lead by example for new starters and individuals who might need a bit of extra guidance.
Our buddies are led by our experienced Training Manager who visits all our homes on a frequent basis to train our buddies, supporting them with a high level of expertise about delivering relationship-centred care.
Customer Satisfaction Surveys
Paramount in our approach to care are the views and concerns of our residents and their relatives. With this in mind, we hold Customer Satisfaction Surveys twice a year in each homes by a specialist independent research organisation. Views regarding the standard of care are ascertained anonymously and audited for comparison with other care homes. Suggested areas for improvement are compiled so that an improvement plan can be implemented.
We also send out short, internal surveys to our staff and visitors, so that we can easily keep track of teh standard of care we’re providing.
Health & Safety Management
We use an external company to inspect and advise on all aspects of Health & Safety to ensure the highest standard.
Complaints Procedure
Our complaints procedure is clearly shown on each Home’s website under “Documents”, and an “open door” policy is held by our Home Managers.
ISO Quality Accreditation
To assist us with our continual improvement programme, we have been awarded the International Standard ISO 9001:2008.
Care Plan Reviews
In addition to the daily reporting by carers in each resident’s care plan, a monthly review of all care plans is undertaken by the Home Manager, as well as when needed on an individual basis.