Quality Assurance
Clients have the right and are encouraged to make comments about the quality of the service they receive. To facilitate this Alpha uses a programme of Quality Assurance.
Quality is the basis of everything we do. It regulates our business processes and it drives our business behaviour. We understand that quality and value are important to our clients and staff.
Care Programme
Each of our clients' care programme will consist of: -
- A visit, after the initial enquiry, by a senior member of staff who will explain the company philosophy and ethos that is used to ensure clients receive a quality service. Copies of the companies statement and purpose, the policy and procedure for the employment and training of staff, charges, the complaints procedure, office hours, the on call system and the contract for care are provided.
- A detailed history of the potential client's care needs is obtained from the client and their main carer or representative including a full risk assessment. This is the basis of the client's care plan. The contract and the care plan is signed by the client or their representative and a senior member of Alpha staff prior to care being provided. Copies of all documentation are given to the client.
- A courtesy call will be made two weeks into the care plan programme, to check that the client is satisfied with the service and that their needs are being met. A further call is made 4 weeks later. These visits identify any alterations that the client may require.
- A care plan review, takes place every three months. A senior member of Alpha staff reviews the care plan with the client and their main carer and any necessary changes are agreed and documented.
- A client satisfaction survey is sent to the clients every six months and when they are returned to the office, the results are evaluated. The management of the agency will take action if necessary or use the information to develop or make improvements to the care and service that we provide.
Quality objectives and standards
- Adhere to the aims and objectives of the agency as stated in the Mission Statement
- Belief in the philosophy of giving utmost respect to members and clients
- Set, achieve and maintain high standards for all aspects of the agency
- Delivery of a high quality 'seamless' service
- Being prepared to discuss other ideas for clients and colleagues
- Being reflective at all times
- Regular communication with clients and staff
- Giving respect and choice to clients and staff
- Ensuring all documentation is well presented
- Regular reviews of clients' needs and wishes
- Keeping accurate records
- Following the complaints procedures
- Ensuring any errors are followed up and staff and clients are informed of the outcomes
- Adhering to all relevant legislation
- Consistency in placement of staff
