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{{org_field_name}}

Registration Number: {{org_field_registration_no}}


Quality Assurance Policy

1. Introduction

Purpose of the Policy

At {{org_field_name}}, we are committed to delivering exceptional, high-quality domiciliary care that puts our service users at the heart of everything we do. This Quality Assurance Policy sets out our approach to ensuring that our services are safe, effective, compassionate, and continuously improving.

Our objective is to provide care that meets and exceeds the expectations of those we support while fully complying with all legal and regulatory requirements, including the Health and Social Care Act 2008 and Care Quality Commission (CQC) Regulations.

This policy reflects our commitment to:

By implementing this policy, we ensure that everyone within our organisation understands their role in maintaining and improving the quality of care we provide.

Scope

This policy applies to all staff, services, and stakeholders within {{org_field_name}}. It covers:

This policy ensures that our entire organisation remains focused, aligned, and accountable in delivering the highest standard of care possible.

2. Mission and Values

Mission Statement

At {{org_field_name}}, our mission is to provide exceptional domiciliary care that enables individuals to live safely, comfortably, and independently in their own homes. We are dedicated to delivering person-centred, compassionate, and high-quality care that enhances the well-being and quality of life of our service users.

We strive to:

Our mission is not just about providing care but about empowering people to live fulfilling lives with the support they need.

Core Values

Our organisation is built on a foundation of strong values that guide our approach to care. These values shape our day-to-day practices, decision-making, and relationships with service users, families, and staff.

  1. Respect – We treat every individual with the utmost dignity and respect, valuing their choices, beliefs, and cultural backgrounds.
  2. Compassion – We provide care with genuine kindness, empathy, and understanding, ensuring that service users feel valued and supported.
  3. Dignity – We protect and uphold the rights, autonomy, and self-worth of those we care for, ensuring they feel in control of their own lives.
  4. Integrity – We operate with honesty, transparency, and accountability, ensuring trust in our services.
  5. Excellence – We are committed to delivering the highest standard of care by continuously improving our skills, knowledge, and services.
  6. Collaboration – We work closely with service users, families, staff, and healthcare professionals to ensure a holistic and well-coordinated approach to care.
  7. Safety – We prioritise the well-being and protection of service users and staff, ensuring a secure and supportive environment at all times.
  8. Innovation – We embrace new ideas, technologies, and approaches to enhance the quality of care we provide.

These values are at the heart of everything we do, guiding us to provide care that is not only effective and professional but also warm, compassionate, and truly person-centred.

3. Regulatory Compliance

Legal and Regulatory Framework

At {{org_field_name}}, we are fully committed to complying with all legal and regulatory requirements governing domiciliary care services. Our operations are structured to meet and exceed the standards set out by the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, ensuring that we provide safe, effective, and high-quality care to all service users.

We strictly adhere to the Care Quality Commission (CQC) regulations, which govern the provision of domiciliary care. Compliance with these regulations ensures that we maintain high standards in:

In addition to CQC regulations, we comply with:

By embedding these regulations into our policies and daily practices, we ensure that our care services meet the highest legal and ethical standards.

Standards Alignment

We are dedicated to aligning our services with the national minimum standards for domiciliary care as outlined by the CQC and other relevant bodies. This means:

Our commitment to legal and regulatory compliance ensures that {{org_field_name}} operates to the highest standards of quality and safety, providing service users and their families with confidence and peace of mind.

4. Governance and Leadership

Organisational Structure

At {{org_field_name}}, we have a clear and robust governance structure in place to ensure that all aspects of our domiciliary care services are effectively managed and continuously improved. Our leadership team is responsible for maintaining the highest standards of quality, safety, and compliance while fostering a culture of excellence and accountability.

The key roles within our organisational structure include:

This structured approach to governance allows us to effectively manage resources, uphold quality standards, and ensure accountability at all levels of service delivery.

Leadership Commitment

Our leadership team is fully committed to fostering a culture of continuous improvement, open communication, and transparency across all levels of our organisation. This commitment is demonstrated through:

By embedding strong governance and leadership principles, {{org_field_name}} ensures that high-quality, person-centred care is consistently delivered, regulatory standards are met, and service users receive the best possible support tailored to their needs.

5. Person-Centred Care

Individualised Care Planning

At {{org_field_name}}, we recognise that every service user is unique, with individual needs, preferences, and aspirations. Our approach to care planning is built on personalisation, ensuring that each person receives the right level of support that reflects their lifestyle, choices, and well-being goals.

To achieve this, we implement a comprehensive care planning process, which includes:

By providing individualised care plans, we empower our service users to live with greater independence, dignity, and confidence, knowing that their needs are at the centre of the support we provide.

Service User Involvement

We believe that service users should be active participants in their own care, rather than passive recipients. Our approach ensures that individuals and their families are fully involved in all aspects of care planning, decision-making, and ongoing care delivery.

Our commitment to service user involvement includes:

6. Quality Assurance Framework

Quality Objectives

At {{org_field_name}}, we are committed to maintaining the highest standards of care through a structured Quality Assurance Framework. Our quality objectives are designed using the SMART criteria (Specific, Measurable, Achievable, Relevant, and Time-bound) to ensure a continuous focus on improving service delivery, safety, and overall user satisfaction.

Our key quality objectives include:

By setting clear and measurable objectives, we create an environment of accountability, continuous improvement, and high-quality care delivery.

Performance Indicators

To evaluate the effectiveness of our care services, we monitor key performance indicators (KPIs) that help us assess quality, efficiency, and compliance. These indicators include:

These performance indicators allow us to proactively identify strengths and areas needing improvement, ensuring we provide safe, effective, and person-centred care.

Audit and Monitoring

A robust audit and monitoring system is in place to ensure compliance with regulatory standards and internal policies. We conduct:

7. Risk Management

Risk Assessment

{{org_field_name}} is committed to ensuring the safety, well-being, and protection of both our service users and staff. A proactive approach to risk management is embedded in our daily operations, ensuring that risks are identified, assessed, and mitigated effectively.

Our risk assessment process includes:

By systematically assessing and managing risks, we ensure a safe, effective, and person-centred approach to care delivery.

Incident Reporting

A transparent and structured incident reporting system is essential to learning from mistakes, improving safety measures, and preventing recurrence. We have a clear, step-by-step process for reporting, investigating, and acting on incidents.

Our incident reporting procedure includes:

  1. Immediate Action and Reporting:
    • Staff must report any incident or near miss immediately to their line manager.
    • If the incident involves serious harm or a safeguarding concern, it must be escalated without delay to senior management and external authorities if required.
  2. Incident Documentation:
    • All incidents are recorded in the Incident Log, detailing the nature of the incident, time, location, persons involved, and any immediate actions taken.
    • If applicable, service user records and care plans are updated to reflect necessary changes following an incident.
  3. Investigation and Root Cause Analysis:
    • A thorough investigation is conducted for all reported incidents to identify underlying causes and contributing factors.
    • In cases of serious incidents, a formal review panel may be convened to assess the findings and recommend action.
  4. Corrective and Preventative Actions:
    • Where failures or gaps are identified, immediate corrective actions are taken to address risks.
    • Preventative strategies are developed, such as additional staff training, policy updates, or procedural improvements.
  5. Communication and Learning:
    • Incident reports and investigation findings are shared with relevant staff, service users, and families where appropriate, ensuring transparency and accountability.
    • Key learnings from incidents are used to inform staff training, policy revisions, and risk management improvements.
  6. Regulatory Compliance and External Reporting:
    • Serious incidents are reported to the Care Quality Commission (CQC), local safeguarding boards, and other relevant authorities in compliance with Regulation 18: Notification of Other Incidents.
    • Health and safety-related incidents are also reported in line with RIDDOR (Reporting of Injuries, Diseases and Dangerous Occurrences Regulations) requirements.

8. Staff Recruitment, Training, and Development

Recruitment Policies

We recognise that the quality of care we provide is directly linked to the skills, experience, and dedication of our staff. To ensure we hire competent, compassionate, and professional care workers, we have a rigorous recruitment process that aligns with Regulation 19: Fit and Proper Persons Employed of the Health and Social Care Act 2008.

Our recruitment policies include:

By maintaining robust recruitment policies, we ensure that only highly skilled, caring, and ethical individuals join our team to deliver exceptional care.

Training Programs

We are committed to continuous professional development (CPD) and ensuring all staff are fully equipped with the knowledge and skills required to provide safe, high-quality care. Our training programs comply with CQC training requirements and national standards for domiciliary care.

Our training framework includes:

By investing in comprehensive and ongoing training, we ensure that our team remains highly skilled, knowledgeable, and capable of delivering the best possible care.

Supervision and Appraisal

Regular staff supervision and performance appraisals are essential to maintaining high standards of care, supporting professional growth, and ensuring staff well-being. Our approach to staff development and oversight includes:

Through structured supervision and appraisal processes, we ensure that our staff are supported, valued, and continuously developing, which in turn enhances the quality of care provided to service users.

9. Feedback and Complaints Management

Feedback Mechanisms

Feedback is an essential tool for continuous improvement and service excellence. We actively encourage service users, families, and staff to share their experiences, concerns, and suggestions to enhance the quality of care we provide.

To facilitate open and effective communication, we have implemented multiple feedback channels, including:

All feedback is reviewed by senior management, and necessary action plans are implemented to address concerns and improve service quality.

Complaints Procedure

We are committed to handling complaints fairly, transparently, and efficiently, ensuring that all concerns raised are thoroughly investigated and resolved in a timely manner. Our complaints procedure aligns with Regulation 16: Receiving and Acting on Complaints of the Health and Social Care Act 2008.

The complaints process follows these key steps:

  1. Receiving the Complaint
    • Complaints can be submitted verbally, in writing, by email, or through an online platform.
    • All complaints are acknowledged within two working days of receipt.
    • If a complaint is raised verbally, staff will record and confirm the details to ensure accuracy.
  2. Investigation and Resolution
    • A designated complaints officer or senior manager will conduct a thorough investigation, gathering relevant information from all involved parties.
    • If necessary, service users and their families will be consulted to ensure their perspectives are fully considered.
    • A formal response outlining findings and proposed resolutions will be provided within 14 working days. If further investigation is required, the complainant will be informed of the expected timeline.
  3. Appeal and Escalation
    • If the complainant is dissatisfied with the response, they can request a review by senior management or the registered manager.
    • If a satisfactory resolution is not reached, the complainant will be advised on how to escalate their concern to external bodies, including the Local Government and Social Care Ombudsman (LGSCO) or the Care Quality Commission (CQC).
  4. Learning and Improvement
    • All complaints are logged and reviewed to identify trends and areas for improvement.
    • Staff training and policy updates are implemented where necessary to prevent recurrence of issues.
    • Regular reports on complaints and resolutions are presented to senior management to drive service enhancements.

10. Continuous Improvement

Quality Improvement Plan

At {{org_field_name}}, we are committed to continuous improvement to ensure that our care services remain effective, responsive, and aligned with the evolving needs of service users. Our Quality Improvement Plan (QIP) serves as a structured framework for identifying areas of improvement, setting clear objectives, and implementing changes that enhance service delivery.

The key components of our Quality Improvement Plan include:

By proactively identifying opportunities for growth and development, we ensure that our services continuously evolve to provide the best possible care and support.

Stakeholder Engagement

We believe that meaningful engagement with service users, staff, families, and external partners is essential for effective continuous improvement. Involving stakeholders in our quality assurance processes ensures that our services reflect real needs and expectations.

Key approaches to stakeholder engagement include:

Through active participation, open communication, and shared responsibility, we create a culture of continuous learning and enhancement, ensuring that {{org_field_name}} remains at the forefront of high-quality domiciliary care.

11. Documentation and Record-Keeping

Accurate Records

Comprehensive and accurate record-keeping is essential for delivering high-quality care, ensuring regulatory compliance, and maintaining accountability. Our documentation practices align with CQC requirements, the Health and Social Care Act 2008, and best practice guidelines to ensure that all records are clear, detailed, and securely maintained.

Our approach to accurate record-keeping includes:

All records are maintained accurately, securely, and in a structured format, ensuring they are accessible when needed while preserving confidentiality and integrity.

Data Protection

We are fully committed to ensuring that all personal and sensitive information is handled securely and in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Protecting service users’ and staff members’ information is a fundamental part of our governance framework.

Our data protection measures include:

12. Related Policies

DC04-Good Governance Policy

DC13-Safeguarding Adults from Abuse and Improper Treatment Policy

DC26-Recruitment, Selection, and Retention Policy

DC14-Receiving and Acting on Complaints Policy


Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on:
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Next Review Date:
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Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.

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