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Managers’ Quality Assurance Statement
Copthorne Complete Home Care (CCHC) Ltd is an organisation situated in Shrewsbury Shropshire. We are an organisation rendering domiciliary care services and Supported living care services. Our business structure includes a Registered Manager, who is also the Nominated person. The Director is also the Quality Assurance Manager, and the Operation/Marketing manager. We have a team leader for Support workers in the outreach. At CCHC, Ltd we ensure delivery of safe, effective care that brings positive results to our service users by the 5 Key Lines of Enquiry (KLOE) of delivering safe, effective, responsive, caring, and well-led services to our Service Users.
At CCHC Ltd we intent to achieve continuous improvement in all our services and meet the legal requirements of the regulated activities that CCHC Ltd is registered to provide. We ensure CCHC meets the Care Quality Commission requirements as well as the needs of the Agency, employees, Service Users, and other stakeholders. At CCHC Ltd, the organisation promotes evidence-based practice, and our processes are benchmarked against NICE guidelines and other best practice guidance. The Registered Manager will ensure that robust governance processes exist within the organisation and continually evaluate seeking improvement in the governance and auditing practice.
CCHC Ltd aims at ensuring that necessary resources are available to effective monitor key performance indicators to support delivery of quality services, ongoing quality improvement and business planning decision. The Registered Manager will be responsible for:
- Ensuring there is ongoing compliance with regulatory and contractual requirements.
- Ensuring compliance with Policies and Procedures
- Ensuring enough staff with suitable skills, experience, and knowledge to deliver safe care and maintain a high-quality service.
- Reviewing and learning from accidents, incidents (including safeguarding), complaints and seeking feedback from stakeholders
- Acting on results of audits and reviewing of the service and developing system of achieving continuous improvement.
- Collaborative working with commissioners, Local Authorities, Social Workers, and Clinical Commissioning Groups (CCGs).
Copthorne Complete Home Care (CCHC) Ltd has eight principles of Quality Management:
Customer or Client focus
CCHC Ltd can establish this form of management by understanding and meeting customer`s current and future requirements and expectations. CCHC Ltd management will do risk assessments at the start of any services and will formulate risk assessment plans with policies in place to when these plans can be reviewed. From these risk assessment plans, care plans are formulated according to individual needs, person centred care plans and should be reviewed anytime need be or according to the organisation policy.
Leadership
At CCHC Ltd we have a Registered Manager and a Quality Assurance Manager with good leader skills, ready to implement quality services in the organisation. Our Registered manager will structure and direct CCHC Ltd to the success of an effective quality management process. Our Quality Assurance manager will establish and maintain the internal environment in which employees can become fully involved in achieving the CCHC Ltd unified objectives.
Engagement or Involving
At CCHC Ltd our employees should be involved from the beginning so that they are empowered giving them the motivation to work hence shaping their career path and contributing to the company`s success. CCHC Ltd will aim on retaining competent employees, encouraging continuous enhancement of their knowledge and skills. CCHC Ltd will give employees ownership over certain task, allowing managers to hold employees accountable for different actions without micromanaging.
Investigating
CCHC Ltd recognise the importance of keeping a record of safeguarding issues, investigating, and acting on any suspected or reported case and informing the local authorities. This will also help to identify where staff lacks skills and training should be implemented.
Process approach or management strategy
At CCHC Ltd managers uses the strategy of process approach whereby the managers control the process that make up CCHC Ltd, the interactions between these processes, the inputs and outputs that ties these processes together.
Structure of the organisation
Interconnectivity showing the functional as well as structural relationships between each other. This will guide the manager to avoid analysing problem in isolation and develop on integrated approach hence interaction between organisation, employees, and Citizens/Community. Surveys can be done in a form of questionnaire, or telephone check-ups in the community.
Continuous improvement
This is an ongoing effort to improve products, services, or processes at an organisation. These efforts can seek incremental improvement over time or breakthrough improvement all at once. At CCHC Ltd we do all our auditing of records of Safeguarding issues. We identify complements which we use as a guide to good practice and taking citizens complains very serious, and acting on complains keeps our organisation at a goal to maintain levels of performance, responding to changing conditions, identify, create, and exploit new opportunities when they establish and sustain an ongoing focus on improvement.
Factual approach
Factual approach to decision making is a prerequisite of a success in quality management. Good management practices are based on the use of facts, data, and information. At CCHC Ltd we make our decisions based on the analysis of data and information to ensure customer satisfaction and overall improvement in the organisational performance.
Mutually beneficial citizens/services user relationship.
At CCHC Ltd we carefully manage our relationships with service users and their families to a positive and productive involvement, support and feedback from citizens and local authorities. This is not just a principle for the backbone of quality systems but also simply good practice in the community.
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