Commitment to quality
As a sector-leading provider, we’re deeply committed to providing the best quality care and support possible. To do that, we’re always looking for ways to improve the care we deliver while empowering the people we support to live fulfilling, happy lives!
To do this, we employ strict best practice approaches. We use a robust quality framework designed to ensure we consistently respond to the needs of those with learning disabilities, autism, brain injuries and other complex needs, with safe, efficient, and effective care.
Quality framework
Our sector-leading regulatory quality and compliance is underpinned by three key concepts:
Safety: meeting all required regulatory standards, we conduct regular audits and reviews, proactively managing risks and applying national best practice.
Effectiveness: focusing on outcomes, we personalise support, promote choice, and use expert guided, evidence-based practices.
Experience: using empathetic understanding, we innovate effective processes for measuring quality within our services.
Measuring quality of care
Creating exceptional services for the people we support is key to their health and happiness. Committed to monitoring and consistently improving the quality of our homes, our external regulatory ratings are just one of the ways we measure quality.
Other innovative methods we measure quality by include:
Internal quality audits
This is a robust auditing system conducted once per quarter. It involves assessing and reviewing our services for their quality compliance.
Quality checkers
We believe the people we support are the real experts on their needs. As Quality Checkers, they bring unique perspectives and support our mission to create services that truly meet the needs of the people we support. We train our Quality Checkers to complete quality audits within our services. Visiting services across the country, they gather insights from other people we support about their homes and the care they receive and support us to make meaningful changes that make a real difference.
Quality questionnaire
We welcome the insights and opinions of our regulators, commissioners, and fellow health and care professionals. That’s why we created our Quality Questionnaire. This gives our wider professional network an opportunity to let us know how we’re doing with our care and support. We also use it within our support teams, recording the progress of the people we support to signpost what we’re doing well and where we can make improvements.
Growing together groups
Across the country, we collaborate with the people we support to create organisational plans, develop policies, and ensure we’re working in the best way possible.
Feedback panels
The people we support are empowered to collaborate with our Operational teams to drive quality improvement. Through our engaging feedback panels, they express their opinions about their homes and their care, offering solutions by experience to improve our approach and ensure their unique needs are met.
Quality roadshows
In this series of regional events, our Service Managers collaborate to share best practices, which encourages shared learning and creative problem solving. Together, our Service Managers truly enhance the quality of care and support they provide.
Driving Up Quality Code
We subscribe to the Driving Up Quality Code – a guide for providers and commissioners developed by the Driving Up Quality Alliance. Established following the abuse of people with a learning disability and autism at Winterbourne View, it’s part of an action plan to end abuse in health and social care settings.
Success Stories
Patricia rediscovers independence after brain injury at Devonshire House!
Success Stories
Chris is thriving at Esmer House!
Success Stories
Jordan’s journey at Cleadon Court
Success Stories
Stories from our Enhanced and Complex Care apartments in Greater Manchester
Success Stories
Rimants’ confidence blossoms at Aykroyd Lodge
Success Stories
Making dreams a reality – Emma and James’ Journey to Australia
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