E: support@e-carehub.co.uk



Quality Monitoring and Improvement (Scotland) Policy


It has been long recognised as good commercial practice for businesses to check that their goods and services meet customer expectations and comply with industry standards.

Quality assurance is also an industry with organisations set up to assess if a business is meeting the standards expected of them and accrediting them if they do. Being awarded a benchmark or kitemark, the business can then show that it is providing quality, which should help it commercially.

In health and social care, the relevant regulators assure quality by inspecting a registered service against the relevant standards and regulations. Local service commissioners will also check that services under contract to them are achieving their quality standards and are providing value for the public monies that they are investing in them. If services are not meeting the required standards, they will be expected to make the necessary improvements and will be penalised if they fail to do so.

All forms of quality assurance require systems and processes for checking that the organisation is working correctly and effectively to achieve its goals and to take corrective actions if it is not.

Through the information obtained from the various management activities involved in monitoring, reviewing and auditing, the organisation can judge its own performance. The information will also feed into the information base of any outside assessors (inspectors or local authority quality standards sections) and contribute to their respective assessments.

This policy can apply to any adult care service registered with the Care Inspectorate that works to the national standards for health and social care, My Support, My Life.

Aim of Policy

In line with the above, this policy sets out the values, principles and procedures underpinning this care providerā€™s approach to monitoring the quality of its services, which includes the full involvement of the people who use the services and partner professionals and agencies. It is produced in line with Standard 4: ā€œI have confidence in the organisation providing my care and supportā€ of the national health and social care standards set out in My Support, My Life, particularly:

This policy should be read and used in relation to the policies on Responding to the Experiences of People Who Use Services (Scotland) and Complaints.

Policy Statement

The service thinks that having the highest quality care and support is an absolute right of every person who uses services. The continuing aim is to provide a professional and efficient service to meet everyoneā€™s needs and requirements and to achieve satisfactory outcomes for each person. The serviceā€™s long-term goal is to obtain the highest possible level of satisfaction from people who use services, their relatives and other stakeholders.

Everyone receiving the services of {{org_field_name}} should:

This care provider puts an emphasis on providing the highest quality service possible for all the people who use its services. However, it also thinks that, no matter how good its present services are, there is always room for improvement.

The organisation will continue to work towards maintaining those high standards that have been achieved. It will continue to work to improve those standards where there is scope for further improvement.

The service expects all care staff and other employees to be committed to delivering a quality service and to improving in every aspect of their work.

[To reflect its commitment to the continuous improvement of its services, the service has been awarded (or is working towards) the (eg Investors in People) quality assurance accreditation. This award gives formal recognition of the quality of care given to the people who use our services]. [Include this point as and where applicable.]

Procedures (adapt as appropriate)

Auditing Procedures


To provide a quality service, the organisation requires high-quality staff who are suitably trained, supervised and supported as follows.

  1. As part of their induction programme, all new staff receive training in the policy on and approach to assuring quality. They receive a copy of the quality policy and procedures and are expected to read, understand and apply them. They can expect to update their training on quality matters as part of their further development and training programme.
  2. The organisation is committed to providing its staff with as many opportunities as possible for training to improve the quality of its service.
  3. The organisation has strategies to meet all national care standards requirements for staff qualifications and training.

The organisationā€™s management team provides instruction, practical example supervision and training to show that quality is the aim of all members of staff and that each employee has a proper understanding of the importance of the quality system and its direct relevance to the success of the business.

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}

Reviewed on: {{last_update_date}}

Copyright Ā©2024 {{org_field_name}}. All rights reserved

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