Policy of Quality Management
Policy on Quality Management
Policy Statement
Westminster Homecare places a strong emphasis on providing the highest quality service possible for all of its service users. The Organisation believes that, no matter how good its present services there is always room for improvement. The home adheres to Standard * – Quality Assurance of the National Minimum Standards for Domiciliary Care.
Aim of the Policy
This policy is intended to set out the values, principles and policies underpinning Westminster Homecare’s approach to quality.
Our Quality Policy
Westminster Homecare believes that having the highest quality care is an absolute right of every service user. The continuing aim of the Organisation is to provide a professional and efficient service to meet all of the requirements of its service users. The long-term goal of the Organisation is to obtain the highest possible level of satisfaction from service users and relatives.
All service users should:
1. Expect the highest quality care and service possible.
2. Be given a say in the conduct of the branch through regular telephone monitoring and through a resident’s survey carried out on an annual basis. The survey will be confidential but the results will be published and distributed to all service users. Comments and feedback will be encouraged not only from service users but also from relatives, carers, friends and advocates.
3. Be free to complain about any aspect of the running of the branch and to have their complaints welcomed and acted upon promptly. All complaints will be responded to in writing within 7 working days.
Procedures
Every member of staff should demonstrate a total commitment to quality and quality improvement in every aspect of their working day. In particular the following should apply:
1. The Registered Provider and the management team will bear the responsibility for establishing, maintaining and implementing a quality management system in the Organisation. The system will be based upon a Total Quality Management System whereby standards will be set, changes made to meet those standards and the process reviewed regularly.
2. Every employee is responsible for the quality of their work and will be trained to perform their duties to our specified quality standards.
3. Contractors employed for specific functions will be required to meet our specified standards.
4. Westminster Homecare will have an annual development plan for quality improvement drawn up as part of its business plan and based upon feedback from service users, staff and relatives. The plan will be costed, will focus upon specific measurable standards and will include named staff as responsible for each objective.
The registered manager is responsible for ensuring quality in the branch.
Audit
At least one quality audit will be conducted on an annual basis. All data collected during the audit will be treated as confidential.
Angela Duce is responsible for audit in the Organisation.
Training
The Registered Provider and management team believe that, in order to provide a quality service, the Organisation requires high quality staff who are suitable trained, supervised and supported. In particular Westminster Homecare believes in the following:
1. All new staff should be encouraged to read the policy on quality as part of their induction process.
2. Each member of staff should have a personal development plan in which their training needs are identified and a plan made as to how such needs will be met.
3. Each member of staff should be offered training the National Training Organisation standards covering training needs identified within their development plans.
The Register Provider and management team undertake to ensure through instruction, practical example and training 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 company.
Signed: _____________________________________________________
Date: _____________________________________________________
Policy review date: _____________________________________________________
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