Quality Assurance

Commitment to Quality

Our priority is the wellbeing of our residents. To that end, we have established a multifaceted, quality-focused system to improve upon the standards of our care continuously and proactively.

Weekly Visits

Our Compliance Managers have a wealth of experience and expertise in social care compliance and are committed to visiting each Home at least once per week. During these visits, the Compliance Manager will pay close attention to the care being given, using these insights to give constructive feedback to the Home Manager.

Equipped with our digitised Compliance Assessment tool, managers can evidence their observations in the moment as they inspect each Home. These recorded observations can then be used to determine any necessary actions that the Home Manager may need to take moving forward.

Weekly compliance meetings, involving Compliance Managers and the Owner, set out actions to address areas for improvement.

Daniel Throssell

Compliance Manager

Real Time Compliance Management

Our Managers and Nurses are supported with Compliance Dashboards. Data is streamed from all our systems into a user-friendly dashboard, giving a comprehensive view of the standard of care in real-time. We also incorporate the qualitative judgments  from our Compliance Manager to supplement these quantitative metrics with human insight.

Our automated compliance dashboards free managers and nurses from paperwork and reporting, enabling them to focus on delivering excellent care.

Dean James

Compliance Manager

Staff Training and Network of Buddies

All training is led by our expert Training Manager who visits each Home on a frequent basis, ensuring that all our staff are equipped with the knowledge and skills they need to provide excellent care.

We have implemented a ‘buddy’ system which involves picking outstanding individuals to lead by example for new starters as well as individuals who may need a bit of extra guidance. Our buddies are guided and supported by our experienced Induction Manager.

Carol Shelton

Induction Manager

John Morris

Training Manager

Customer Satisfaction Surveys

Paramount in our approach to care are the views and concerns of our residents and their relatives. With this in mind, everyone who visits our Homes is given the opportunity to give feedback after their visit. This feedback is automatically visualised in our Compliance Dashboards and reviewed by the Home Manager.

We also hold Customer Satisfaction Surveys twice a year 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.

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 each Home Manager, as well as when needed on an individual basis.