• Quality

    ur Quality Assurance processes is led by Richard Darlington, Director of Quality and Miss Hannah QA manager. They process are designed to meet the standards expected by the Care Quality Commission (CQC), Skills for Care and to reflect the quality standard for organisational management ISO 9001. 

Quality

Our Quality Assurance processes is led by Richard Darlington, Director of Quality and Miss Hannah QA manager. They process are designed to meet the standards expected by the Care Quality Commission (CQC), Skills for Care and to reflect the quality standard for organisational management ISO 9001.  We have a comprehensive system of Quality audit in place, where we measure the quality of our services against recognised standards and make improvements to our service delivery where they are needed to ensure people have a positive experience of care. 

The purpose of our Quality audit systems is to ensure that our services continuously improve. We have a review cycle where we gather information and lessons learned from a range of different processes including: Audit findings are discussed monthly by the Senior Management Team (SMT), resulting in an action plan that is delivered in a variety of ways, including team briefings, changes to policies and procedures or changes to staff training.  To check how well the plan has been implemented, we include relevant checks in our next audit cycle.

For Commissioners

We closely examine the quality requirements with all the service contract we deliver for the local authority, Clinical Commissioning Group and NHS.  We can confirm that our existing QA monitoring systems collect data to meet all requirements. In our most recent inspection (2013), CQC concluded that we fully met the quality checking standards, “People who used the service benefitted from safe and effective care because the service monitored the quality of the services people received.”

Clinical Governance

Our clinical governance policy gives a framework for continually improving the quality of our services and outlines structures, processes and systems to manage the quality of our service provision. One of our key governance principles is to work in partnership with service users and carers.  This means that we have a better understanding of their priorities and concerns, and can deliver our services in a way that meets needs and preferences.

Education and training

We invest in education, training and continuing professional development for all our staff, which means that they have the knowledge and skills to do their job effectively. We only use evidence-based care that has been proven to be effective in helping people recover from illness or injury.  This combination of doing what works, delivered by skilled and knowledgeable staff, gives service users the best chance of successful and speedy recovery.

Risk Management

We manage risks to service users, staff and the organisation through a range of policies and protocols, risk assessments and regular reviews of significant events. Policies to minimise risks for service users include equalities, confidentiality, consent, infection control and safeguarding. We understand what can go wrong, how to prevent it, and how to put systems in place to reduce risks.

Open reporting

We have an open reporting culture so that staff feel comfortable discussing PSI’s and raising safety issues.  We have achieved this by treating staff, service users and carers fairly and with empathy and consideration when they raise issues. They realise that we will not look for a ‘scapegoat’ but instead look at how we can work together to prevent a similar incident happening in the future.

Patient Safety Incidents (PSI)

We believe that effective management of Patient Safety Incidents (PSI) comprises an immediate action to remove the person from harm and follow up action to prevent further incidents.

 

The first step in achieving this is to develop a ‘safety culture’ in the organisation.  We have achieved this through strong leadership, regular team briefings, effective supervision, training in risk assessment and patient safety, reviews and learning from incidents.  This includes sharing patient safety alerts so we learn from other providers and prevent things happening wherever possible.


Our staff are aware of risks and what can go wrong, and also what they have to do to put things right, which leads to a safe environment for service users that protects them from harm.

Quality Accounts

At Chosen Care, we aim to excel in the provision of the highest quality care services and work in partnership with the Local authority and NHS to ensure that the services delivered result in safe, effective and personalised care for all our patients. Each year we review the quality priorities we agreed in the previous year’s Quality Account. Our quality priorities form part of Chosen Care overall quality framework which centers on nine drivers of quality and safety, helping to ensure that quality is incorporated into every one of our service users and that safety, quality and excellence remain the focus of all we do, whilst delivering the highest standards of care.


March 2017 Care Quality Commission (CQC) inspected our service, England’s health and social care regulator. These comprehensive inspections have provided external validation of the quality and safety of care we deliver and pleased to report that our service to date has been rated as ‘Good’, with our staff commended for their kind and compassionate care.