{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

---

Quality Assurance Policy

1. Introduction

Our Home Care business is dedicated to ensuring the highest quality of care for all service users. This Quality Assurance (QA) Policy ensures that we consistently deliver person-centred, safe, and effective care in line with Care Inspectorate Wales (CIW) regulations, the Regulation and Inspection of Social Care (Wales) Act 2016 (RISCA), and the Social Services and Well-being (Wales) Act 2014. The policy outlines our commitment to continuous improvement and compliance, integrating regular monitoring, feedback, and assessment to enhance care delivery.

This policy applies to all employees, including Care Assistants, Senior Carers, Coordinators, Managers, and Directors. It provides clear guidelines for CIW inspectors on how we manage quality assurance efficiently and in accordance with regulatory standards.

2. Key Principles of Quality Assurance

• Person-Centred Care: Ensuring that care is tailored to meet each service user’s needs, preferences, and goals.
• Continuous Monitoring and Improvement: Regularly reviewing care delivery, processes, and outcomes to ensure quality and compliance.
• Service User Involvement: Actively involving service users and their families in the assessment, care planning, and review process.
• Staff Competence: Ensuring that all staff are appropriately trained, assessed, and supported to deliver high-quality care.
• Feedback and Learning: Encouraging and acting upon feedback from service users, families, and staff to identify areas for improvement.
• Compliance with Legal and Regulatory Standards: Adhering to CIW regulations, Health and Safety legislation, and best practice guidelines to ensure safe and effective care.

3. How We Manage Quality Assurance Efficiently

A. Regular Monitoring of Care Delivery

We continuously monitor and evaluate the quality of care provided to service users to ensure that it remains safe, effective, and person-centred.

For Staff:

• Step 1: Complete Routine Care Audits (RCA) for each service user, assessing the quality of care and identifying any gaps in care delivery.
• Step 2: Conduct monthly supervision meetings to review care practices, identify areas for improvement, and provide feedback to staff.
• Step 3: Implement spot checks to ensure that care standards are consistently met and that care plans are being followed.
• Step 4: Ensure that staff follow care protocols and document any deviations or incidents.

For CIW Inspectors:

• Audit logs confirm that care delivery is regularly monitored through both planned and spot-check audits.
• Care plan reviews demonstrate that care delivery is aligned with individual service users’ needs and preferences.

B. Service User and Family Involvement

We believe that service users and their families should be active participants in care planning, decision-making, and care reviews.

For Staff:

• Step 1: Ensure that service users and their families are involved in care assessments, care planning, and regular reviews.
• Step 2: Regularly communicate with families to ensure they are informed of any changes or updates in the care plan.
• Step 3: Use care review meetings to encourage feedback on care delivery, address concerns, and discuss areas for improvement.
• Step 4: Encourage service users to provide feedback through Satisfaction Surveys (SS) or informal discussions, ensuring they are heard and their concerns are addressed.

For CIW Inspectors:

• Care plan records show that service users and families are actively involved in decision-making and care delivery.
• Survey results confirm that service users and families feel their input is valued and acted upon.

C. Continuous Staff Development and Training

We ensure that all staff are appropriately trained and competent in their roles to maintain high standards of care delivery.

For Staff:

• Step 1: Provide induction training for new staff, covering all essential areas such as safeguarding, medication management, and infection control.
• Step 2: Ensure that staff complete mandatory training, including annual updates on Health & Safety, safeguarding, first aid, and moving and handling.
• Step 3: Implement ongoing professional development (PD), including specialist care training (e.g., dementia, palliative care) and leadership development.
• Step 4: Conduct annual competency assessments to ensure staff demonstrate proficiency in their roles.

For CIW Inspectors:

• Training records confirm that all staff are trained and competent in their duties.
• Competency assessments show that staff maintain up-to-date knowledge and skills in line with their roles.

D. Regular Care Plan Reviews

Care plans are reviewed regularly to ensure they reflect the current needs of service users and that the care provided is of high quality.

For Staff:

• Step 1: Conduct care reviews every 6 months or sooner if there is a significant change in the service user’s needs or condition.
• Step 2: During the review, assess whether care goals are being met, and whether the service user’s needs are being addressed appropriately.
• Step 3: Update care plans to reflect any changes in needs, goals, or preferences.
• Step 4: Ensure that service users and their families are consulted and involved in care plan updates.

For CIW Inspectors:

• Care plan documentation demonstrates that regular reviews are conducted, ensuring that care is tailored to service users’ changing needs.
• Service user feedback confirms that they are actively involved in the review process and informed of any changes.

E. Monitoring and Acting on Feedback

Feedback from service users, families, and staff is essential in driving continuous improvement in care quality.

For Staff:

• Step 1: Regularly collect feedback from service users and families using satisfaction surveys, feedback forms, and informal discussions.
• Step 2: Encourage open communication during care reviews, staff meetings, and through direct engagement with service users.
• Step 3: Implement changes and improvements based on feedback, ensuring that issues raised are addressed promptly.
• Step 4: Monitor outcomes of any changes to ensure that they have led to improvements in care quality.

For CIW Inspectors:

• Feedback logs and survey results show that feedback is actively sought and acted upon.
• Action plans are in place to address any concerns raised and demonstrate continuous improvement.

F. Incident Reporting and Analysis

We have a clear procedure for reporting, investigating, and learning from incidents that affect care quality.

For Staff:

• Step 1: Report any incidents, near-misses, or complaints immediately using the Incident Reporting System (IRS).
• Step 2: Participate in investigations and root cause analysis (RCA) to determine the cause of the incident and identify corrective actions.
• Step 3: Ensure that corrective actions are taken to prevent similar incidents from occurring in the future.
• Step 4: Review incident trends regularly to identify potential systemic issues and implement improvements.

For CIW Inspectors:

• Incident logs demonstrate that all incidents are reported and addressed in accordance with our incident management procedure.
• Audit records show that lessons are learned from incidents and improvements are made to prevent recurrence.

4. Governance and Continuous Improvement

We are committed to maintaining a robust governance structure to oversee the implementation and effectiveness of our quality assurance processes.

What We Do:

• Conduct Quarterly Quality Audits (QQA) to assess the effectiveness of care delivery and compliance with policies.
• Hold Annual Quality Review Meetings (AQRM) to review overall care standards, identify areas for improvement, and plan for the future.
• Implement an annual service user and family feedback cycle to identify areas for continuous improvement.

For CIW Inspectors:

• Audit logs confirm that regular quality audits are conducted and reviewed.
• Action plans show continuous improvements based on feedback, audits, and incident reports.

5. Compliance Monitoring and Audit Procedures

• Internal Audits: Conducted quarterly to assess care quality, training compliance, and incident management.
• Annual Reviews: Full compliance check against CIW standards, NICE guidelines, and Social Services and Well-being (Wales) Act 2014.
• Staff Supervisions & Appraisals: Conducted every six months to ensure staff understand their roles and responsibilities in quality assurance.

6. Conclusion

We are dedicated to ensuring the highest standards of care through continuous monitoring, feedback, and improvement. This policy outlines how we manage quality assurance efficiently, ensuring that we comply with CIW regulations, promote person-centred care, and foster an environment of continuous learning and improvement.

---

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}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.