At High Oaks our understanding of Quality Assurance is that it is a process by which we:
- Effectively monitor the service provided
- Effectively monitor the support for employees
- Establish opinions on the services provided as perceived by residents, staff, stakeholders and other interested 3rd parties
- Gather information in a productive manner on a wide range of subjects pertaining to delivery of service
- Use feedback to continually improve the delivery of the service
With this in mind we use a range of approaches to ensure we deliver, monitor and evidence quality in the services we provide – including:
Quality Assurance Questionnaires – residents, staff, family/friends and care co-ordinators/visiting professionals are invited to take part. Where necessary, improvement strategies are developed and implemented.
Staff Supervision – carried out regularly with the purpose of health, safety and quality control, to maintain improvement at the heart of the practice. Supervisions are documented.
Compliments – Actively promoted, encouraged, documented.
Complaints – Promoted and made easy to make and documented.
Comments – Opportunities to provide comments are ongoing and documented.
Review meetings – We instigate as well as attend reviews, and use feedback for improvement planning, where applicable.
Benchmarking best practice – We use consultants, attend seminars and personal development opportunities to ensure we are current in best practice.
Independent audit and review by external consultants – We have regular spot checks from our management consultants to review and audit our practices.
CQC inspection – We make positive use of the feedback from past inspections.