Quality Assurance Policy
QUALITY ASSURANCE POLICY
It is the responsibility of all staff to ensure that Excellence Care Services policies and procedures guide every action they take on a daily basis in their business role, in order to ensure the delivery of the highest customer service standards to Clients and Agency workers.
- Every Excellence Care Services member of staff is to remain fully focussed on the delivery of a Quality service as a priority in all their business activities.
- Excellence Care Services staff will receive training in how to access the Operations & Quality system, which holds all current documentation, policies, procedures and guidance.
- Excellence Care Services staff will receive a full induction to the company in order to ensure their fitness to carry out their designated role.
- On promotion to a more senior role within the company, staff will again receive a full induction.
- All Managers will ensure that consultants are trained to manage the process of how to handle complaints and the company’s procedures
- Each complaint received by Excellence Care Services will be assigned a category according to the seriousness of the complaint and this will dictate the onward management of the complaint
The company complaints panel will:
- monitor complaints
- advise and support staff as required; implement lessons learned and liaise with the company’s insurers.
- Excellence Care Services will carry out ongoing Customer Satisfaction surveys, which will in-‐ clude the views and opinions of Clients (service users) and Agency workers in order to monitor the quality of placements for both
A process of self-‐monitoring, through ongoing internal audit on different facets of our service will be carried out and reported to the Registered Manager and Directors monthly. Details of audits and findings will be documented and actions taken as a result of shortcomings will form part of our ongoing commitment to quality services and standards.
Procedure: MONITORING QUALITY ASSURANCE
The Excellence Care Services Staffing Group plc has put in place systems for regular review of the quality of services supplied by Group companies.
Client feedback is obtained through:
- Regular telephone monitoring of Client satisfaction, which is recorded on Excellence Care Services’ IT Booking System
- Feedback via feedback forms, where Clients are given the opportunity to indicate their level of satisfaction regarding an agency worker’s competence, attitude and overall performance, through a range of performance satisfaction tick boxes
- Six-‐monthly formal, documented feedback in respect of the clinical performance of Nursing and Medical Services agency workers
- Annual national client satisfaction survey
- Local client feedback surveys
- Branches receive a minimum of an annual internal audit Branches receive external audits from relevant body
