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We strive to give our service users the very best support we can. Part of that endeavour is being honest with ourselves and looking at what worked and what didn’t. How we excelled and how we could do better.
Maintaining the highest quality standards means knowing our service users not just in terms of their needs but as individuals, so we can offer them the bespoke support they deserve.
Our staff are inducted to a minimum Skills for Care standard which includes all staff completing the nationally recognised Care Certificate with an ongoing commitment to training our staff to national standards and beyond, providing bespoke training to meet the needs of the people we support.
Insight into the evolving needs of our service users and their support circle is an integral way in which we measure our service. As such, we ask service users, their circle of support and professionals to provide regular feedback via surveys, verbal feedback and frequent service user meetings.
We also have a robust quality monitoring system that ensures all our services are monitored on a regular basis.
The outcomes of these reviews, as well as the information provided by each service on a monthly basis, are added to our ‘risk register’. This allows us to ensure that services are resourced, managed and supported appropriately at all times.
Additionally, our domiciliary care service, all of our registered care homes and supported accommodation utilise the Nourish Care Management System.
Nourish allows our support teams to update support plans and daily records using smart phone technology. This ensures plans are constantly updated, reviewed in a timely manner and most importantly maximises quality time spent with the people we support and ensures maximum involvement from the person.
Our Board of Trustees are also extensively involved in our quality assurance process. They visit the services on a regular basis, either announced or unannounced, as part of our quality monitoring process.
Members of the senior management team also undertake staff reviews where staff are met with individually to discuss any concerns or issues they may have. This allows us to work with teams to overcome any challenges in a positive, proactive manner.
In the rare event we do get something wrong, we work tirelessly to put it right and actively encourage feedback from our stakeholders on our performance and the overall services we provide.
Besides internal quality systems, all our services are regularly inspected by the CQC and local authority contract monitoring departments.
The supported living services for people with learning disabilities are also checked by the Quality Checkers, a service user led quality checking scheme undertaken by Dorset People First.