Quality Assurance Policy



1 Policy Statement
2 Quality Assurance Frameworks
3 Service User Involvemen
4 Stakeholder, family/advocate involvement
5 Continuous Improvement Plan
6 Training
7 Related Policies


Nationwide Community Care (NCC) is committed to delivering quality services. The goal is to offer continuous improvement, ensuring effectiveness, efficiency and value. This will be achieved within a framework of equality and values that promote the rights and desires of people with learning disabilities.

NCC believes that, no matter how good it’s present service, there is always room for improvement and that every member of staff should demonstrate a total commitment to quality and quality improvement in every aspect of their work.



NCC services work within a number of externally imposed quality frameworks that define standards. The most important of these include:

• Standards set by the Commission for Social Care Inspection (CSCI)
• Other regulatory standards, e.g. health & safety
• Contracts compliance as set by the placing authority

In general these external quality frameworks all aim to ensure that quality is built into services through setting and implementation of standards, through processes for review, and through monitoring to ensure that services meet the needs of service users and other stakeholders.


NCC are aware that other key aspects of quality assurance include mechanisms for the monitoring or auditing of services to ensure they are being delivered as originally intended. These include:

• Regulation 26 monthly report.
• Incident & Accident reporting
• Audit reports, e.g. service users money
• Satisfaction surveys – service users questionnaires, family/advocates questionnaires, stakeholder questionnaires
• Workplace risk assessments
• Complaints monitoring
• Comprehensive policies and procedures which are regularly reviewed in light of changing legislation
• Rigorous recruitment
• Health & safety audits carried out monthly.
• A thorough Service audit to be carried out 6 monthly.


Quality assurance begins and ends with the service users – the key customer. In order for any quality assurance programme to be successful, their views must be sought on a regular basis and action taken if a service no longer appears to be meeting their needs.

The continuing aim of NCC is to provide a professional and efficient service to meet all the requirements of the service users. The long term goal of NCC is to obtain the highest level of satisfaction from service users. In order to support this, service users will, depending on the nature of the home and the ability of the people, have the following opportunities for involvement:


• Service user meetings – Meetings will be held at least monthly to enable service users to have a forum to share and discuss issues concerning the running of the home and its activities. These meetings are to be recorded, minutes taken and action taken if appropriate.

1. Family meetings - to enable families to work in partnership with staff and service user.
2. Key working meetings - to ensure all aspects of the key working contract is fulfilled.

• One-off meetings – Where there are specific important issues or changes on which service users should be consulted, one-off meetings can be organised.

• Joint staff and service user meetings – A representative from the service users will meet regularly with staff to jointly discuss issues concerning the day-to-day running of the home, its activities and policies and procedures.

• Involvement in staff recruitment – A representative from the service users will be involved in the staff selection process.

• Care plan meetings are to be held monthly for each service user, the service user is to attend if at all possible and the meeting recorded in the care plan. The meeting is to focus on the care plan, goals, risk assessments etc. The meeting is for the service user, therefore careful attention should be paid to the environment and the language used to enable the service user to be as comfortable as possible.


Service users will be given the opportunity to say what they think about the service through a service users survey carries out annually. The surveys will confidential but a summary of the results will be available and given to all the service users, CSCI, family/advocates and stakeholders can also view the summaries. The manager of the home is responsible for preparing and distributing the annual questionnaires and collating the results.


The views, suggestions and complaints of service users and others concerning any aspect of the running of the home will be welcomed, listened to, and acted upon promptly.


Inspections are unannounced; if service users are within the home at the time of inspection they are given unrestricted and private access to inspectors during the inspection if requested.


NCC will involve other relevant groups, in order to ensure a quality service is being delivered.


Satisfaction surveys are to be sent to outside professionals or stakeholders annually, families/advocates and to staff members of NCC. The Manager of the home is responsible for the distribution and collation of data. These surveys are confidential but summaries of the information will be made available.


NCC holds reviews for each service user every six months, the funding authority will normally attend once a year. The review allows the service user, stakeholder and family/advocate to discuss the service that individual is receiving and discuss any concerns or positive aspects. These reviews are recorded and retained, minutes are also taken. Additionally, there are regular family meetings (monthly).


The service will have a continuous development plan for quality improvement, based upon feedback from service users, staff and others. The improvement plan will become part of an agreed ‘live’ ongoing commitment to continuous improvement. The plan becomes ‘live’ because it is regularly reviewed, amended and added to.

The files which may be in situ for continuous improvement may be:

• Discovered – complaints, suggestions, and compliments, good and innovative practice.
• Health & Safety – risk assessments, fire officer, and environmental officer.
• Inspections visits – management visits, CSCI inspections
• Management – budgets, procedures, guidelines, codes of practice.
• Service users – surveys, meetings and individual comments
• Staff – meetings & individual comments, training, conferences.


A key responsibility of the manager of the home is to ensure that any agreed improvements are carries out. In implementing the programme, the following should be included:

• Discussion with the staff team and service users to ensure clarity over the improvements required

• Ensuring that a person given a specific improvement task is clear what the task is, the standard required, and the level of authority and responsibility they have in achieving the task.

• Ensuring that a method is in place for checking progress, e.g. service user meetings, supervision and staff meetings.

• Promoting among service users and staff the concepts of a team approach and commitment to service improvement.


An important element of the improvement process is management follow-up. The management’s role is to confirm that the identified improvements have been carried out and that they meet an acceptable standard. In the follow up consideration should be given to ensuring that:

• A timetable is established, in order to review progress and to give a clear signal to service users and staff that management is committed to improvement.
• The best possible forums for promoting achievement and commitment to improvement are used
• All the improvement tasks are reviewed.
• Help is given to resolve any problems that are being encountered in achieving any improvement.


In order to provide a quality service, NCC requires staff to be suitably trained, supervised and supported. In particular, the home manager will support the following;

• Each member of staff will have a personal development plan/portfolio in which their training needs are identified and a plan made as to how such needs will be met.

• Each member of staff will be offered training to meet regulation and National Standards.


Equal Opportunities Policy
Health & Safety at Work Policy
Risk Assessment Policy
Recruitment Policy
Policy on Individual Planning & Review of Service User Plan