Quality Assurance
Quality Assurance
We are always keen to provide the best possible service and to keep improving as we believe that, “Quality is a race without a finish line.” To do this we continually check on what we are doing, talk with our staff and with outsiders who have opportunities to see and judge our work, and, above all, listen to our customers. This process is called quality assurance. It involves:
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regular reviews with you about your care and support needs and how they are being met by this agency
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reports from staff about any difficulties or concerns they might have about your care
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regular careful checks on all service user files, timesheets and other records
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regular supervision meetings between each care worker and their line manager
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an at least annual visit to all service users by a supervisor or a manager to hear your views at first hand
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an annual survey of service users, and where appropriate their relatives or representatives, to obtain views and opinions
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taking note of what the CQC has to say about the service and taking action on its recommendations for improvement.
A copy of the latest CQC inspection report will be attached to this document and other reports can be found on the CQC website, www.cqc.org.uk.
In addition to these opportunities, please feel free to let us have your views at any time. We need to know how we are doing, and you are best placed to tell us
Quality Standards Assured
We are always keen to provide the best possible service and to keep improving as we believe that, “Quality is a race without a finish line.” To do this we continually check on what we are doing, talk with our staff and with outsiders who have opportunities to see and judge our work, and, above all, listen to our customers.
To ensure a good quality service, your health and safety, a great deal of trouble is taken choosing reliable and caring staff.
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All our staff undergo Enhanced DBS checks, references. Qualifications are rigorously checked before they can work with you.
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We can train our care assistants to further enhance and tailor their skills provide whatever level of support you require.
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All our staff are trained to work to the regulations and requirements of the regulatory body, the Care Quality Commission (CQC).
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Highlands Care is registered and monitored by CQC.
