Quality Assurance

 

Quality Assurance

Helps us to prevent/avoid mistakes when delivering services.

Quality + Care Solutions Ltd  operates an effective system for Quality Assurance based on the outcomes for Service Users, in which standards and indicators to be achieved are clearly defined and monitored on a continuous basis by care staff and the Registered  manager to include:

  • Quarterly supervision meetings between the  care workers and their Supervisors.
  • An annual survey for Service Users, their relative or representative where appropriate, to obtain their views and opinions of the service.
  • Regular checks on records. 
  • The outcome from the quality assurance process will be published annually, supplied to Care Quality Commission and made available to users, their family or representatives.
  • Standards and the quality assurance process are reviewed and revised as necessary or no longer than annually.An annual visit to all Service Users is undertaken by a senior member of staff to review the Service User plan and monitor the performance of the carers.

     Your Feedback

Your feedback is important to us. We want to incorporate your views in everything we do; from the way we design a care package to the staff that we send to you or information you receive. We aim to tailor our services to meet your needs. We monitor the quality of  services and invite feedback as follows:-

Regular Telephone Contact

Senior management will follow-up on how your services are being delivered to ensure we build a strong relationship and understand your requirements.

  Quality Assurance Forms

We regularly send out quality assurance forms to measure all aspects of our service.

Service User Reviews and Visits

In order to best understand your needs over time, we come and see you.

Spot Checks and Supervision

By observing and meeting with our staff, we can improve the service you receive.

Complaints & Compliments

We welcome complaints and compliments equally, the former helps us to make improvements to our services and the later keep our staff motivated. We take complains seriously and they are investigated efficiently and robustly aiming to resolve any concerns to your satisfaction. However, in the unlikely event that you are not satisfied with a resolution, you are free to take any complaint further, details for further action can be found on our complaints policy. Copies of our complaints and compliments policies are available on request.

We welcome complaints and compliments equally, the former helps us to make improvements to our services and the later keep our staff motivated.

We take complains seriously and they are investigated efficiently and robustly aiming to resolve any concerns to your satisfaction. However, in the unlikely event that you are not satisfied with a resolution, you are free to take any complaint further by contacting Care Quality Commission on 03000616161 or the relevant Local Authority.

For Durham County Council they can be contacted on the following numbers:-

Local Authority Complaints Manager (Adults): 03000 266 855

Social Services Local Office: 03000 267 979

Out of Hours Service (Social Services) – available when Social Services offices closed: 03000260000