Quality
Feedback guides our improvement efforts, shaping our Quality Management Framework and staff training to prioritise listening and action.
Quality Management Framework
Feedback from young people, their families, commissioners and partners is central to our continuous improvement. All staff are trained to gather, hear and act upon young people’s views, whenever it is safe to do so.
Our Quality Management Framework allows us to identify good practices and any issues of concern, including lessons learned, by following recognised techniques:
- Regular case file audits, including themed audits (e.g. safeguarding, risk, supervision)
- Direct observation
- Unannounced visits to shared homes.
- Coaching by Quality Assurance specialists
- Scheduled reviews of all policies and procedures
- A clear service improvement cycle that informs Service Improvement Plans
- A comprehensive Comments, Compliments and Complaints Procedure that feeds learning into service delivery.
- A Participation and Engagement Strategy, developed in accordance with the Hear by Right framework.
- Regular staff performance reviews, including feedback from young people.
- Senior Management Team reviews of performance, including KPIs and young people’s feedback.
