Quality matters

I’m proud to work in an organisation with such an unwavering focus on quality – and more specifically achieving meaningful outcomes for the people we support. Putting them at the centre of everything we do is the key to our success.

The quality of care and support we provide to the people in our services is always our priority, and it’s clear from our industry-leading CQC scores (currently 93% of our services are rated as ‘Good’ or ‘Outstanding’ compared to the sector average of 83%) that this passion for quality is shared by our teams across the business.

As the Director of Quality, I wanted to share my reflections on where we are and what contributes to our sector leading quality.

Our values guide the way we work and keep us focused on what matters most: delivering great care and support consistently to those we serve. Read more about our ETHOS.

Quality for us is built around three key pillars:

  • Safety: we apply national best practice around the investigation and prevention of incidents.
  • Effectiveness: we focus on person-centred support, outcomes and choice, as well as ensuring our treatments and interventions are effective using evidence-based practices.
  • Experience: we use effective processes for measuring people’s experience, as well as considering the people we support and putting ourselves in their shoes.

We have built a quality framework which details 30 different activities we carry out across the business to ensure we are continuously improving to meet the needs of the people we support, as well as all regulatory and best practice requirements.

This includes our network of volunteer Quality Checkers, drawn from among the people we support, who carry out visits to our services and report back on their findings. Their feedback makes a valuable and meaningful contribution to the way we do business, with their reports forming part of our annual quality and compliance audits. In fact, we are extending this network to ensure all of our regions have dedicated Quality Checkers!

Our highly-trained staff have the biggest impact on the standard of quality we deliver, and are often the first to identify and instigate new ways we can improve. Their response to our recently launched enhanced autism specialism has been inspiring, with managers and staff finding innovative new ways to deliver improved outcomes for the people we support.

We are never complacent. There are always new things to learn and new ways of improving outcomes for the people we support, which is why we commit to an ongoing programme of staff training and development.

It is a combination of all of these elements that empowers our frontline teams to provide the highest quality of care to the people we support.

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