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Quality is at our core


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“We will constantly benchmark the quality of our services against the expectations of service users, parents, family members, local authority commissioners and regulatory authorities and deliver continuous improvements at all levels of the business.” Our Vision (from our Values, Vision and Mission consultation, Autumn 2013).

“Hello, my name is Carole and I am the Quality and Compliance Manager here at Regard. I have a team of 6 people who have over 70 years of combined experience in improving quality in the care industry. Our job is to measure quality throughout our 150 Services in order to ensure that our Service Users receive the highest quality of care. My team of independent auditors undertake a regular programme of real time audits which result in defined actions with timescales which constantly improve quality and help us to share best practice. Please read more below:”

Real time audits: sharing information

All services throughout Regard benefit from a ‘real time’ Quality and Health and Safety Audit service. A team of independent and specialist Auditors undertake a regular programme of service specific audits using an ipad and the audit programme transmits live information through a secure website as the audit is taking place. This means that everyone who needs to see the audit (at service, locality, regional and national level) can view what is happening on-line on the live dashboard, as the audit assessment is taking place. The audit immediately captures a range of information including:

  • time observing and talking to people who use the service about how they live their lives and the dreams and aspirations that they have for the future
  • whether the service is meeting Company standards, as well as National regulatory standards
  • observations of staff practices
  • discussions with staff
  • all ‘best practice’ which is occurring within the service.

Audit traffic lights

The audit results are shown using a traffic light indication system of green, amber and red which ensures an immediate and responsive support network if any service receives a ‘red’ audit traffic light.

A further audit record dashboard displays every audit that has taken place for every service and shows progress and improvements through the same visual traffic light method.

Since we have started using the audit traffic light system in April 2013 there has been a 50% improvement in quality risk ratings.

In accordance with the framework set out by the Care Quality Commission (CQC) in England and the Care and Social Services Inspectorate Wales (CSSIW) in Wales and The Office for Standards in Education, Children Services, Skills (Ofsted) as well as our own robust internal quality assessment processes, we are dedicated to maintaining high standards.

Audit results and sharing best practice

The audit shows whether actions need to be completed or not. If actions are required the Service Manager agrees a plan with the Locality Manager, with deadlines for actions to be completed. Once the Locality Manager has verified that all actions have been completed these are reviewed by the Audit team and Senior Management and the audit is closed.

The Auditor ensures that the outcomes of the audit reflect the views of our Service Users and staff and assist the service in making improvements that are firmly person centred and customer focussed.

Best practice examples are then shared throughout the Company to ensure that great care and support is celebrated and services can demonstrate a consistent delivery of high quality outcomes for people who use our services, regardless of their geographical location.

We also have a formal complaints procedure. A copy is held at each of our Services for care professionals and families. A user-friendly version is available to all of our Service Users and there is also a copy in our staff handbook.

In the Autumn of 2015 the independent assessor for Investors In People commented:

‘People at all levels confirmed that there is a genuine culture of openness and trust, particularly when it comes to safeguarding service users or highlighting issues. Employees feel they can speak up without fear of repercussion.’

Following an assessment which took over 100 hours we were delighted to be awarded an Investors in People Gold award. Only 4 of the 17,000 care organisations in the country hold a gold award.

Investing in Quality

At Regard, we recognise that staff training and development is pivotal in providing the best care and support. Our training systems are a vital part of maintaining our ISO accreditation and Investors in People Gold status.

We are committed to providing our employees with a personal development plan right from their first day, with ongoing training covering a wide range of expertise and competences. This ensures that our staff are equipped to handle any situation.

We also offer training to Service Users to enable them to be actively involved in all aspects of service delivery, service quality and health and safety.

ISO (International Organisation for Standardisation) Quality Management Assessment 2015

This Assessment took place in December 2015 and we passed with no actions required and with great on-site feedback. The independent assessor noted the following on our report:

‘A well lead Quality Management System with thorough quality assurance policies and practices in place’

What do the Care Quality Commission say about our services?

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