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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Quality Assurance Policy

1. Introduction

Purpose of the Policy

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

Our objective is to provide support 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 support 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 scheme.
• Listening to feedback from tenants, families, and support staff to improve our schemes.
• Investing in support staff training and development to ensure our team has the skills and knowledge to provide outstanding support.

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

Scope

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

• Our Service Users: Every individual we support, whether they require personal support, companionship, or specialist support.
• Our Staff: All employees, including support workers, managers, administrative personnel, and any external professionals working in collaboration with us.
• Our Stakeholders: Families, advocates, healthsupport professionals, commissioners, and regulatory bodies who are involved in our scheme provision.
• Our Service Delivery: Every aspect of our support, from the initial assessment and support planning to ongoing support, risk management, and quality monitoring.

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

2. Mission and Values

Mission Statement

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

We strive to:

• Support individuals to maintain their independence and dignity in familiar surroundings.
• Provide support 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, healthsupport professionals, and local authorities to ensure seamless, holistic support.
• Continuously improve our schemes through feedback, training, and adherence to best practices.

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

Core Values

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

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

These values are at the heart of everything we do, guiding us to provide support 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 supported living schemes. 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 support to all tenants.

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

• Person-centred support (Regulation 9) – Ensuring support is tailored to individual needs and preferences.
• Dignity and respect (Regulation 10) – Upholding the rights and self-worth of all tenants.
• Safe support and treatment (Regulation 12) – Reducing risks and ensuring the safety of tenants.
• 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 support 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 tenants’ well-being, choice, and control are prioritised.
• The Mental Capacity Act 2005 – Supporting individuals in making informed decisions about their support.
• The Data Protection Act 2018 and UK GDPR – Safeguarding personal and sensitive data.
• Health and Safety at Work Act 1974 – Protecting support staff and tenants from workplace risks.
• Equality Act 2010 – Promoting non-discriminatory, inclusive support for all.

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

Standards Alignment

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

• Providing safe, effective, responsive, caring, and well-led schemes in accordance with the CQC’s Key Lines of Enquiry (KLOEs).
• Ensuring that all support staff receive appropriate training, supervision, and ongoing professional development to maintain competency in their roles.
• Implementing comprehensive risk assessments and safeguarding measures to protect tenants and support staff.
• Conducting regular audits, performance evaluations, and feedback assessments to measure and improve the quality of support provided.
• Promoting a culture of transparency and learning, encouraging support 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 tenants 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 supported living schemes 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 schemeal structure include:

• Registered Manager – Responsible for overseeing all aspects of scheme delivery, ensuring compliance with CQC regulations, and implementing quality assurance measures.
• Quality Assurance Lead – Ensures that all support schemes meet regulatory requirements, conducts audits, and leads continuous improvement initiatives.
• Care Coordinators – Manage support planning, scheduling, and scheme user assessments to ensure personalised and effective support delivery.
• Senior Care Staff – Provide leadership and mentorship to support workers, ensuring that best practices are followed at all times.
• Care Workers – Deliver frontline support schemes, maintaining high standards of professionalism, dignity, and respect in their daily interactions with tenants.
• Compliance and Safeguarding Officer – Ensures all policies align with safeguarding regulations, monitors risk management, and investigates concerns.
• Training and Development Lead – Oversees support staff training programmes to ensure all employees are competent, skilled, and up to date with the latest support standards.

This structured approach to governance allows us to effectively manage resources, uphold quality standards, and ensure accountability at all levels of scheme 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 scheme. This commitment is demonstrated through:

• Clear Vision and Direction – Leaders set a clear strategic vision for quality support, 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 support staff, tenants, and families to voice concerns, share experiences, and contribute to scheme improvements.
• Commitment to Learning and Development – We invest in comprehensive training, mentorship, and professional development to ensure that all support staff members are equipped with the necessary skills and knowledge to provide outstanding support.
• 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 scheme quality.
• Encouraging Innovation – We continuously explore new approaches, technologies, and best practices to improve the efficiency and effectiveness of our support schemes.
• Transparent Communication – Leaders communicate clearly and openly about schemeal goals, policy updates, and changes that impact support staff and tenants.
• Accountability and Ethical Leadership – We uphold the highest ethical standards, ensuring that decisions are made in the best interests of tenants and support staff.

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

5. Person-Centred Care

Individualised Care Planning

At {{org_field_name}}, we recognise that every scheme user is unique, with individual needs, preferences, and aspirations. Our approach to support 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 support planning process, which includes:

• Initial Assessment – Conducting a detailed assessment in collaboration with the scheme user, their family, and relevant healthsupport professionals to understand their medical, emotional, social, and personal support needs.
• Bespoke Care Plans – Developing tailored support plans that address specific needs such as mobility support, medication management, dietary requirements, personal support, companionship, and emotional well-being.
• Regular Reviews and Adjustments – Ensuring support plans are continuously monitored and updated to reflect any changes in the scheme user’s health, preferences, or circumstances.
• Cultural and Religious Considerations – Respecting and incorporating cultural, religious, and personal beliefs into support delivery to enhance comfort, dignity, and inclusivity.
• Holistic Support – Addressing not just physical support needs but also emotional, social, and mental well-being to promote overall quality of life.

By providing individualised support plans, we empower our tenants 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 tenants should be active participants in their own support, rather than passive recipients. Our approach ensures that individuals and their families are fully involved in all aspects of support planning, decision-making, and ongoing support delivery.

Our commitment to scheme user involvement includes:

• Choice and Control – Giving tenants the autonomy to make decisions about their support, 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 support decisions reflect the best interests of the scheme user.
• Regular Communication – Maintaining open and transparent dialogue with tenants and their families, ensuring they are informed about any changes or updates to their support.
• Feedback and Continuous Improvement – Providing multiple channels for feedback, including support reviews, surveys, and direct conversations, to ensure schemes align with scheme user expectations.
• Respecting Preferences and Wishes – Upholding personal preferences, routines, and lifestyle choices, ensuring support is delivered in a way that aligns with the individual’s way of life.
• Encouraging Independence – Supporting tenants 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 support 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 scheme 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% scheme user satisfaction, as measured through regular surveys and feedback reports.
• Conducting individual support plan reviews every three months, ensuring they remain responsive to the changing needs of tenants.
• Reducing incidents of medication errors to zero through rigorous training and competency assessments for support support staff.
• Ensuring all support staff receive mandatory and refresher training at least once a year, with additional training based on scheme 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 support delivery.

Performance Indicators

To evaluate the effectiveness of our support schemes, 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 support 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 support.
• Timeliness of Care Visits – Monitoring punctuality and consistency in support 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 support.

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 support delivery, documentation accuracy, risk assessments, and incident reporting.
• Quarterly Service Reviews – Engaging tenants and families to assess the impact and effectiveness of our support.
• Annual External Audits – Independent evaluations conducted by healthsupport professionals or external regulatory bodies to benchmark our scheme against industry standards.
• Spot Checks and Observations – Unannounced visits to assess support staff performance, support quality, and adherence to best practices.
• Staff Supervisions and Appraisals – Regular one-to-one sessions with support staff to discuss performance, development, and feedback.
• Real-Time Data Monitoring – Using digital support management systems to track support 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 tenants and support 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 scheme user to evaluate risks related to mobility, medication, home environment, nutrition, and personal support.
• Workplace Risk Assessments – Regularly reviewing the health and safety conditions for support staff delivering support, ensuring compliance with the Health and Safety at Work Act 1974.
• Individualised Risk Management Plans – Developing tailored action plans to reduce risks for tenants, considering their medical conditions, living environments, and personal preferences.
• Dynamic Risk Assessments – Encouraging support workers to continuously monitor and report risks that emerge during support 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 support 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, scheme user records and support 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 support staff training, policy updates, or procedural improvements.
5. Communication and Learning:
   • Incident reports and investigation findings are shared with relevant support staff, tenants, and families where appropriate, ensuring transparency and accountability.
   • Key learnings from incidents are used to inform support 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 support we provide is directly linked to the skills, experience, and dedication of our support staff. To ensure we hire competent, compassionate, and professional support 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 support.
• 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 support.

Training Programs

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

Our training framework includes:

• Mandatory Training – Every support 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 support 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 support.

Supervision and Appraisal

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

• One-to-One Supervisions – Conducted every six to eight weeks, providing support staff with guidance, feedback, and opportunities to discuss concerns.
• Annual Performance Appraisals – A formal review process where support staff performance, achievements, and development goals are evaluated. Appraisals provide a structured plan for supporter progression.
• Competency Assessments – Regular observations and practical evaluations to ensure support staff maintain high levels of competence in delivering support.
• Open-Door Policy for Support – Encouraging open communication between support 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 supporter development pathways to promote long-term retention and job satisfaction.
• Recognition and Rewards – Acknowledging outstanding support staff contributions through employee awards, promotions, and incentives to motivate and encourage excellence.

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

9. Feedback and Complaints Management

Feedback Mechanisms

Feedback is an essential tool for continuous improvement and scheme excellence. We actively encourage tenants, families, and support staff to share their experiences, concerns, and suggestions to enhance the quality of support 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 support reviews to discuss their experiences, highlight concerns, and suggest improvements.
• Satisfaction Surveys – Conducted periodically to assess the overall quality of support, support staff performance, and scheme effectiveness. Surveys are available in multiple formats, including online, paper-based, and verbal feedback sessions.
• Open Communication Policy – Encouraging direct conversations between tenants, families, and support support 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 support staff meetings provide an opportunity for team members to share observations, challenges, and suggestions for improving scheme 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 scheme 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, support 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, tenants 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 scheme enhancements.

10. Continuous Improvement

Quality Improvement Plan

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

The key components of our Quality Improvement Plan include:

• Regular Service Evaluations – Conducting periodic assessments of support quality, compliance with regulations, and scheme effectiveness through internal and external audits.
• Data-Driven Decision-Making – Using feedback from tenants, families, support staff, and regulatory bodies to inform targeted improvements.
• Performance Monitoring – Tracking key performance indicators (KPIs) such as scheme user satisfaction, incident reports, complaints resolution, and support 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 support 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 scheme delivery.
• Review and Adaptation – Regularly reviewing the QIP to measure progress and adjust strategies as necessary to meet our commitment to high-quality support.

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

Stakeholder Engagement

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

Key approaches to stakeholder engagement include:

• Service User and Family Consultations – Holding regular meetings, feedback sessions, and support plan reviews to ensure that tenants and their families have a voice in shaping the support they receive.
• Staff Involvement in Decision-Making – Encouraging frontline support staff to contribute their insights and experiences through team meetings, supervision sessions, and quality improvement workshops.
• Collaboration with External Experts – Engaging with healthsupport professionals, commissioners, and industry specialists to incorporate best practices and new developments into our support provision.
• Community Partnerships – Working with local schemes, advocacy groups, and public health agencies to ensure a holistic approach to support that extends beyond our immediate scheme 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 supported living.

11. Documentation and Record-Keeping

Accurate Records

Comprehensive and accurate record-keeping is essential for delivering high-quality support, 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 support plans, risk assessments, medication records, and daily support notes to ensure personalised and safe support.
• 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 support 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 scheme 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 tenants’ and support 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 scheme user information with healthsupport 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

SL04-Good Governance Policy

SL13-Safeguarding Adults from Abuse and Improper Treatment Policy

SL26-Recruitment, Selection, and Retention Policy

SL14-Receiving and Acting on Complaints Policy

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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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