{{org_field_logo}}
{{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:
- Providing person-centred care that respects the dignity, preferences, and needs of each individual.
- Maintaining the highest standards of safety, professionalism, and ethical practice.
- Encouraging a culture of openness, accountability, and learning within our organisation.
- Listening to feedback from service users, families, and staff to improve our services.
- Investing in staff training and development to ensure our team has the skills and knowledge to provide outstanding care.
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:
- Our Service Users: Every individual we support, whether they require personal care, companionship, or specialist support.
- Our Staff: All employees, including care workers, managers, administrative personnel, and any external professionals working in collaboration with us.
- Our Stakeholders: Families, advocates, healthcare professionals, commissioners, and regulatory bodies who are involved in our service provision.
- Our Service Delivery: Every aspect of our care, from the initial assessment and care planning to ongoing support, risk management, and quality monitoring.
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:
- Support individuals to maintain their independence and dignity in familiar surroundings.
- Provide care that is tailored to individual needs, preferences, and aspirations.
- Foster a culture of compassion, respect, and professionalism in all our interactions.
- Work in partnership with families, healthcare professionals, and local authorities to ensure seamless, holistic care.
- Continuously improve our services through feedback, training, and adherence to best practices.
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.
- Respect – We treat every individual with the utmost dignity and respect, valuing their choices, beliefs, and cultural backgrounds.
- Compassion – We provide care with genuine kindness, empathy, and understanding, ensuring that service users feel valued and supported.
- 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.
- Integrity – We operate with honesty, transparency, and accountability, ensuring trust in our services.
- Excellence – We are committed to delivering the highest standard of care by continuously improving our skills, knowledge, and services.
- Collaboration – We work closely with service users, families, staff, and healthcare professionals to ensure a holistic and well-coordinated approach to care.
- Safety – We prioritise the well-being and protection of service users and staff, ensuring a secure and supportive environment at all times.
- 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:
- Person-centred care (Regulation 9) – Ensuring care is tailored to individual needs and preferences.
- Dignity and respect (Regulation 10) – Upholding the rights and self-worth of all service users.
- Safe care and treatment (Regulation 12) – Reducing risks and ensuring the safety of service users.
- Safeguarding (Regulation 13) – Protecting individuals from abuse and improper treatment.
- Good governance (Regulation 17) – Implementing robust quality assurance and monitoring processes.
- Fit and proper persons (Regulation 19) – Ensuring all staff and directors meet suitability criteria.
- Duty of candour (Regulation 20) – Operating with openness, transparency, and accountability.
In addition to CQC regulations, we comply with:
- The Care Act 2014 – Ensuring service users’ well-being, choice, and control are prioritised.
- The Mental Capacity Act 2005 – Supporting individuals in making informed decisions about their care.
- The Data Protection Act 2018 and UK GDPR – Safeguarding personal and sensitive data.
- Health and Safety at Work Act 1974 – Protecting staff and service users from workplace risks.
- Equality Act 2010 – Promoting non-discriminatory, inclusive care for all.
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:
- Providing safe, effective, responsive, caring, and well-led services in accordance with the CQC’s Key Lines of Enquiry (KLOEs).
- Ensuring that all staff receive appropriate training, supervision, and ongoing professional development to maintain competency in their roles.
- Implementing comprehensive risk assessments and safeguarding measures to protect service users and staff.
- Conducting regular audits, performance evaluations, and feedback assessments to measure and improve the quality of care provided.
- Promoting a culture of transparency and learning, encouraging staff to report concerns and participate in continuous improvement initiatives.
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:
- Registered Manager – Responsible for overseeing all aspects of service delivery, ensuring compliance with CQC regulations, and implementing quality assurance measures.
- Quality Assurance Lead – Ensures that all care services meet regulatory requirements, conducts audits, and leads continuous improvement initiatives.
- Care Coordinators – Manage care planning, scheduling, and service user assessments to ensure personalised and effective care delivery.
- Senior Care Staff – Provide leadership and mentorship to care workers, ensuring that best practices are followed at all times.
- Care Workers – Deliver frontline care services, maintaining high standards of professionalism, dignity, and respect in their daily interactions with service users.
- Compliance and Safeguarding Officer – Ensures all policies align with safeguarding regulations, monitors risk management, and investigates concerns.
- Training and Development Lead – Oversees staff training programmes to ensure all employees are competent, skilled, and up to date with the latest care standards.
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:
- Clear Vision and Direction – Leaders set a clear strategic vision for quality care, ensuring that our mission and values are consistently upheld.
- Active Engagement with Staff and Service Users – Regular meetings, feedback sessions, and open-door policies allow staff, service users, and families to voice concerns, share experiences, and contribute to service improvements.
- Commitment to Learning and Development – We invest in comprehensive training, mentorship, and professional development to ensure that all staff members are equipped with the necessary skills and knowledge to provide outstanding care.
- Quality and Performance Monitoring – Our leadership team implements robust auditing and monitoring systems to assess performance, identify areas for improvement, and take proactive measures to enhance service quality.
- Encouraging Innovation – We continuously explore new approaches, technologies, and best practices to improve the efficiency and effectiveness of our care services.
- Transparent Communication – Leaders communicate clearly and openly about organisational goals, policy updates, and changes that impact staff and service users.
- Accountability and Ethical Leadership – We uphold the highest ethical standards, ensuring that decisions are made in the best interests of service users and staff.
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:
- Initial Assessment – Conducting a detailed assessment in collaboration with the service user, their family, and relevant healthcare professionals to understand their medical, emotional, social, and personal care needs.
- Bespoke Care Plans – Developing tailored care plans that address specific needs such as mobility support, medication management, dietary requirements, personal care, companionship, and emotional well-being.
- Regular Reviews and Adjustments – Ensuring care plans are continuously monitored and updated to reflect any changes in the service user’s health, preferences, or circumstances.
- Cultural and Religious Considerations – Respecting and incorporating cultural, religious, and personal beliefs into care delivery to enhance comfort, dignity, and inclusivity.
- Holistic Support – Addressing not just physical care needs but also emotional, social, and mental well-being to promote overall quality of life.
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:
- Choice and Control – Giving service users the autonomy to make decisions about their care, including selecting the type of support they need and how it is delivered.
- Family and Advocate Engagement – Encouraging the involvement of family members, advocates, or appointed representatives to ensure care decisions reflect the best interests of the service user.
- Regular Communication – Maintaining open and transparent dialogue with service users and their families, ensuring they are informed about any changes or updates to their care.
- Feedback and Continuous Improvement – Providing multiple channels for feedback, including care reviews, surveys, and direct conversations, to ensure services align with service user expectations.
- Respecting Preferences and Wishes – Upholding personal preferences, routines, and lifestyle choices, ensuring care is delivered in a way that aligns with the individual’s way of life.
- Encouraging Independence – Supporting service users to retain their independence wherever possible by offering assistance rather than taking over tasks they can manage themselves.
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:
- Ensuring 100% compliance with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and Care Quality Commission (CQC) standards.
- Achieving a minimum of 95% service user satisfaction, as measured through regular surveys and feedback reports.
- Conducting individual care plan reviews every three months, ensuring they remain responsive to the changing needs of service users.
- Reducing incidents of medication errors to zero through rigorous training and competency assessments for care staff.
- Ensuring all staff receive mandatory and refresher training at least once a year, with additional training based on service needs.
- Maintaining a structured complaints resolution system, with a target of resolving 100% of complaints within 14 working days.
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:
- Service User Satisfaction Levels – Measured through surveys, direct feedback, and complaint resolution analysis.
- Care Plan Adherence – Evaluating how effectively care plans are followed and adapted to meet individual needs.
- Incident and Safeguarding Reports – Tracking incidents such as falls, medication errors, and safeguarding concerns to implement preventative measures.
- Staff Training and Competency Compliance – Ensuring all employees receive required training and demonstrate the necessary skills to provide high-quality care.
- Timeliness of Care Visits – Monitoring punctuality and consistency in care visits to ensure reliability and trustworthiness.
- Audit Findings and Compliance Scores – Reviewing internal and external audit reports to identify areas for improvement.
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:
- Monthly Internal Audits – Covering care delivery, documentation accuracy, risk assessments, and incident reporting.
- Quarterly Service Reviews – Engaging service users and families to assess the impact and effectiveness of our care.
- Annual External Audits – Independent evaluations conducted by healthcare professionals or external regulatory bodies to benchmark our service against industry standards.
- Spot Checks and Observations – Unannounced visits to assess staff performance, care quality, and adherence to best practices.
- Staff Supervisions and Appraisals – Regular one-to-one sessions with staff to discuss performance, development, and feedback.
- Real-Time Data Monitoring – Using digital care management systems to track care visits, medication administration, and incident reports for immediate action when needed.
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:
- Initial Risk Assessments – Conducted during the onboarding of every service user to evaluate risks related to mobility, medication, home environment, nutrition, and personal care.
- Workplace Risk Assessments – Regularly reviewing the health and safety conditions for staff delivering care, ensuring compliance with the Health and Safety at Work Act 1974.
- Individualised Risk Management Plans – Developing tailored action plans to reduce risks for service users, considering their medical conditions, living environments, and personal preferences.
- Dynamic Risk Assessments – Encouraging care workers to continuously monitor and report risks that emerge during care visits, enabling real-time adjustments.
- Manual Handling and Equipment Safety Checks – Ensuring all mobility aids, lifting equipment, and other assistive devices are safe and used correctly to prevent injury.
- Infection Control Measures – Implementing procedures for hygiene, sanitation, and personal protective equipment (PPE) to prevent the spread of infections, in line with CQC regulations and Public Health England (PHE) guidance.
- Safeguarding Protocols – Identifying risks of abuse, neglect, or exploitation and ensuring immediate action is taken in accordance with the Care Act 2014 and Regulation 13: Safeguarding Service Users from Abuse and Improper Treatment.
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:
- 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.
- 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.
- 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.
- 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.
- 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.
- 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:
- Comprehensive Candidate Screening – All applicants undergo a thorough interview process, including an assessment of their values, experience, and commitment to person-centred care.
- Enhanced Disclosure and Barring Service (DBS) Checks – All potential employees must pass DBS checks to ensure suitability for working with vulnerable individuals.
- Reference Verification – We obtain at least two professional references to confirm previous employment history and conduct.
- Qualification and Competency Checks – Candidates must provide evidence of relevant qualifications, training, and experience required for their role.
- Induction and Probationary Period – All new hires undergo an extensive induction programme followed by a probation period to assess performance and suitability for the role.
- Equal Opportunities and Inclusion – Our recruitment process is non-discriminatory, adhering to the Equality Act 2010, ensuring that all candidates are treated fairly.
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:
- Mandatory Training – Every staff member completes essential training covering:
- Safeguarding Adults and Children (Regulation 13)
- Moving and Handling
- Medication Administration (Regulation 12)
- Infection Prevention and Control
- Fire Safety and First Aid
- Mental Capacity Act (Regulation 11)
- Health and Safety in Care Settings
- Equality, Diversity, and Human Rights
- Specialist Training – Staff supporting individuals with complex needs receive additional training, such as:
- Dementia Awareness
- End-of-Life Care
- Autism and Learning Disabilities
- PEG Feeding and Catheter Care
- Mental Health Awareness
- Refresher Courses and Continuous Learning – All staff complete annual refresher training and have access to ongoing development opportunities.
- Shadowing and Practical Experience – New employees participate in mentored shadow shifts, allowing them to learn from experienced team members before working independently.
- E-learning and Workshops – We provide flexible learning options including online courses, in-person workshops, and competency-based assessments.
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:
- One-to-One Supervisions – Conducted every six to eight weeks, providing staff with guidance, feedback, and opportunities to discuss concerns.
- Annual Performance Appraisals – A formal review process where staff performance, achievements, and development goals are evaluated. Appraisals provide a structured plan for career progression.
- Competency Assessments – Regular observations and practical evaluations to ensure staff maintain high levels of competence in delivering care.
- Open-Door Policy for Support – Encouraging open communication between staff and management to address challenges, improve morale, and provide continuous support.
- Staff Well-Being and Retention Strategies – We provide mental health support, employee assistance programs, and career development pathways to promote long-term retention and job satisfaction.
- Recognition and Rewards – Acknowledging outstanding staff contributions through employee awards, promotions, and incentives to motivate and encourage excellence.
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:
- Regular Service Reviews – Service users and their families are invited to participate in scheduled care reviews to discuss their experiences, highlight concerns, and suggest improvements.
- Satisfaction Surveys – Conducted periodically to assess the overall quality of care, staff performance, and service effectiveness. Surveys are available in multiple formats, including online, paper-based, and verbal feedback sessions.
- Open Communication Policy – Encouraging direct conversations between service users, families, and care staff to address concerns in real time. Managers are accessible to discuss feedback informally before formal complaints arise.
- Anonymous Feedback Forms – Placed in accessible locations or available online to ensure individuals can provide input without fear of repercussions.
- Staff Feedback and Team Meetings – Regular staff meetings provide an opportunity for team members to share observations, challenges, and suggestions for improving service delivery.
- Digital Feedback Platforms – Online portals or email submissions allow stakeholders to submit feedback at their convenience.
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:
- 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.
- 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.
- 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).
- 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:
- Regular Service Evaluations – Conducting periodic assessments of care quality, compliance with regulations, and service effectiveness through internal and external audits.
- Data-Driven Decision-Making – Using feedback from service users, families, staff, and regulatory bodies to inform targeted improvements.
- Performance Monitoring – Tracking key performance indicators (KPIs) such as service user satisfaction, incident reports, complaints resolution, and staff training compliance.
- Action Plans for Identified Improvements – Developing specific, measurable, achievable, relevant, and time-bound (SMART) objectives to address areas where enhancements are needed.
- Staff Development and Training – Providing ongoing training to ensure staff are equipped with the latest skills, best practices, and regulatory knowledge.
- Implementation of Best Practices – Keeping up to date with industry innovations, government guidance, and emerging research to enhance service delivery.
- Review and Adaptation – Regularly reviewing the QIP to measure progress and adjust strategies as necessary to meet our commitment to high-quality care.
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:
- Service User and Family Consultations – Holding regular meetings, feedback sessions, and care plan reviews to ensure that service users and their families have a voice in shaping the care they receive.
- Staff Involvement in Decision-Making – Encouraging frontline staff to contribute their insights and experiences through team meetings, supervision sessions, and quality improvement workshops.
- Collaboration with External Experts – Engaging with healthcare professionals, commissioners, and industry specialists to incorporate best practices and new developments into our care provision.
- Community Partnerships – Working with local organisations, advocacy groups, and public health agencies to ensure a holistic approach to care that extends beyond our immediate service provision.
- Transparent Communication of Improvement Efforts – Keeping all stakeholders informed about quality improvement initiatives, changes in policies, and the outcomes of improvement strategies.
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:
- Service User Care Records – Maintaining up-to-date and detailed care plans, risk assessments, medication records, and daily care notes to ensure personalised and safe care.
- Incident and Safeguarding Reports – Documenting all incidents, near misses, and safeguarding concerns in a timely manner to facilitate investigations, learning, and regulatory compliance.
- Staff Training and Supervision Records – Keeping records of all staff training, competency assessments, supervisions, and appraisals to ensure continuous professional development.
- Quality Assurance and Audit Reports – Recording findings from internal audits, feedback surveys, and performance evaluations to monitor and improve service quality.
- Complaints and Feedback Logs – Ensuring all complaints, concerns, and compliments are documented, reviewed, and acted upon in accordance with our complaints procedure.
- Regulatory and Compliance Documentation – Maintaining records required by CQC, local authorities, and safeguarding bodies, including notifications, inspections, and compliance reports.
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:
- Confidentiality Protocols – Ensuring that only authorised personnel have access to sensitive information, with strict protocols in place to prevent unauthorised sharing.
- Secure Storage and Access Controls – Using password-protected digital systems and locked filing cabinets for physical records to prevent unauthorised access.
- Data Retention and Disposal Policies – Following CQC and GDPR guidelines for the retention and safe disposal of records, ensuring that outdated or unnecessary information is securely deleted or shredded.
- Consent and Information Sharing Policies – Obtaining explicit consent before sharing service user information with healthcare professionals, families, or external agencies, except where legal obligations require disclosure.
- Regular Data Audits and Compliance Checks – Conducting routine audits to ensure data protection policies are followed, and addressing any areas for improvement.
- Staff Training on Data Protection – Ensuring that all employees receive regular training on GDPR compliance, confidentiality, and the secure handling of information.
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: {{last_update_date}}
Next Review Date: {{next_review_date}}
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