Insert Name of Domiciliary Care Agency Quality Assurance

Transcription

1 Quality Assurance This is a model. Review and amend according to your needs Policy The Agency aims to be the provider of choice within its catchment area and believes that it will accomplish this aim by ensuring that it meets the expectations of its Clients, families of Clients, staff, and all other associated Stakeholders. The Agency will monitor satisfaction levels in all key areas of its operations, and will review, evaluate, and implement improvements, where necessary, on a continuous basis. This process will be known, throughout the Agency, as the Quality of Service Programme (QSP). Procedure The QSP has the following key elements: 1. Programme Purpose 2. Communication, Education and Training 3. Implementation 4. Review, analysis, feedback 5. Action planning and improvement 1. Programme Purpose The QSP has the following main aims: a) To allow important Stakeholders (Clients, Family, Staff) to have their say in how well the Agency is doing in the provision of its services, and the achievement of its aims and objectives etc b) To identify areas of excellence within the Agency, through to identifying areas where improvements can be made c) To allow those who contribute to the achievement of excellence to be suitably identified, and praised d) To facilitate the production of an Improvement Plan/Development Plan for the Agency which identifies the steps which need to be taken to improve those aspects of the service which are under-performing, together with identifying those who are to be responsible, with timeframes etc and to update this Plan on a regular basis And so on This is a model prepared by The Policy Company Limited 2006 All Rights Reserved

2 Quality of Service Programme Materials Supplied Item Description CD rom Reference Purpose Policy Document Formal Policy Document on Quality Assurance Quality Assurance Note Thank you note to Purchasers QSP 1 Thank you and Information Establishes the Agency s philosophy in a formal way. Identifies commitment QSP Overview An overview of the Quality of Service Programme QSP 2 Information you can supply to Clients, staff etc as to the aims and objectives of the Programme Statements Bank Bank of Statements for Clients, Family etc (Not Staff) QSP 3 Allows you to review and add to, or modify, a variety of Statements that you might want to include in Questionnaires Bank of Statements for Staff Questionnaire QSP 4 As above Model Questionnaires Conduct of Business (Client) - Simple QSP 5 A model for you to use. Add your own Statements if you wish, or substitute some on the model with some you would prefer. Conduct of Business (Client) - Advanced QSP 6 As above Conduct of Business (Family etc) - Simple QSP 7 As above Conduct of Business (Family etc) - Advanced QSP 8 As above Delivery of Service (Client) - Simple QSP 9 As above All rights reserved The Policy Company Limited 2006

3 Item Description CD rom Reference Delivery of Service (Client) - Advanced QSP 10 As above Purpose Delivery of Service (Family etc) - Simple QSP 11 As above Delivery of Service (Family etc) - Advanced QSP 12 As above Staff Questionnaire QSP 13 As above Model Analysis Sheets Conduct of Business (Client) - Simple QSP 14 Allows you to record the Responses in a simple and efficient manner Conduct of Business (Client) - Advanced QSP 15 As above Conduct of Business (Family etc) - Simple QSP 16 As above Conduct of Business (Family etc) - Advanced QSP 17 As above Delivery of Service (Client) - Simple QSP 18 As above Delivery of Service (Client) - Advanced QSP 19 As above Delivery of Service (Family etc) - Simple QSP 20 As above Delivery of Service (Family etc) - Advanced QSP 21 As above Staff Questionnaire QSP 22 As above Results Summary sheets Conduct of Business (Client) QSP 23 Allows you to summarise the Scores for each survey All rights reserved The Policy Company Limited 2006

4 Item Description CD rom Reference Conduct of Business (Family etc) QSP 24 As above Purpose Delivery of Service (Client QSP 25 As above Delivery of Service (Family etc) QSP 26 As above Staff Questionnaire QSP 27 As above Worked Example This document takes you through a worked example step by step QSP 28 To allow you to put everything into perspective, and understand how everything fits together Analysis of the worked example using one of the model analysis forms QSP 29 As above Summary of the results of the worked example, using one of the model Summary of Results forms QSP 30 As above Action Plans Action Plans arising from Surveys QSP 31 Useful for recoding the items for inclusion on the Action/development Plan for the Agency All rights reserved The Policy Company Limited 2006

5 Quality of Service Programme (QSP) Overview This overview of the Quality of Service Programme (QSP) is intended for all who might participate in the Programme: Clients, Family etc and Staff of the Agency. Purpose of the Programme The QSP has the following objectives: e) To allow important stakeholders (clients, family, staff etc.) to have their say in how well the Agency is doing in the provision of its services, and the achievement of its aims and objectives etc; f) To identify areas of excellence within the Agency, through to identifying areas where improvements can be made; g) To allow those who contribute to the achievement of excellence to be suitably identified, and praised; h) To facilitate the production of an Improvement Plan/Development Plan for the Agency which identifies the steps which need to be taken to improve those aspects of the service which are underperforming, together with identifying those who are to be responsible, with timeframes etc and to update this Plan on a regular basis Use of Questionnaires The QSP uses questionnaires as follows: Questionnaire Conduct of Business Delivery of Service Staff Attitude Survey Aimed at One for Clients and one for Family etc One for Clients and one for Family etc Staff These questionnaires are intended to be anonymous, although Respondents may identify themselves if they wish. The Questionnaires will identify levels of satisfaction, and are made up of a series of positive Statements (e.g. Care is provided in a way which maintains and protects my privacy and dignity at all times ). Respondents are asked to indicate whether they agree with the Statement or not. Agreement is a positive indicator, whilst disagreement is a matter of some concern. In this way the Agency is able to identify and confirm things that it does well, and things which it does not do well. Identifying issues of concern will lead to an action/development plan for improvement. Feedback The Agency will provide feedback to Respondents in a manner appropriate to the circumstances of the Agency.

6 (Name of) Domiciliary Care Agency - Quality of Service Programme Client Questionnaire Conduct of Business? Agree Neither Agree nor Disagree Disagree Don t know Please tick ( ) one box only Ref Statement for Comment 1 The Agency s Client s Guide was well-written, in plain English and easy to understand? 2 I was provided with adequate information about the terms and conditions relating to my care 3 The Agency cares about protecting my personal information 4 Care is provided in a way which maintains and protects my privacy and dignity at all times 5 I am encouraged to make my own decisions about matters that affect me 6 I know that care staff feel that my safety and wellbeing are their most important considerations 7 I know that I will not be abused by anyone in the Agency, for any reason 8 Agency staff understand that security is important to me 9 I am confident that complaints will be listened to, taken seriously, and acted upon 10 My views are seen as important If you would like to add any written comments please use the space below Ref Written Comment This questionnaire is designed to be anonymous. However you may record your name if you wish. Name: (Optional) Date: