Purpose and Scope

The policy's purpose is to mandate continuous quality improvement by ensuring all activity is underpinned by evidence-based best practice, with processes formally benchmarked against NICE guidelines and other relevant professional standards. It establishes a clear and comprehensive quality framework for staff, Service Users, and stakeholders. The policy affects all staff, Service Users, and stakeholders, including family, advocates, representatives, commissioners, and external health professionals.

Objectives

The main objectives are:

• To identify and manage risk for the purpose of accident prevention.

• To provide assurance that risks at all levels are appropriately assessed, prioritised, addressed, and monitored.

• To learn from significant events that have occurred and been investigated to minimise future risk, working within a framework of openness, honesty, and the duty of candour where applicable.

Policy and Quality of Care

Management Responsibility: The Registered Manager, Arlen Figuracion, and the Nominated Individual have overall management responsibility for this policy.

Definition of Quality of Care (includes):

• Healthcare activities performed to benefit Service Users without causing them harm.

• Prioritising the needs of Service Users.

• Using methods that are safe, affordable, and can reduce death, illness, and disability.

• Practicing according to set standards laid down by clinical guidelines and protocols.

• Keeping on improving the standard of service until excellence is attained.

Quality Assurance Framework: This framework is structured around four components to deliver quality services:

• Safe and Effective Practice: Including risk management, adverse incidents, and evidence-based practice.

• Accessible, Flexible and Responsive Services: Including involvement of Service Users and staff, and integrated working.

• Effective Communication and Information: Including information management, standards, outcomes, audit, and complaints/compliments.

• Leadership and Accountability: Including supervision, performance appraisal, organisational learning, and continuous professional development.

• Registered Manager Responsibilities (Arlen Figuracion): The Registered Manager is responsible for developing a culture of quality, ensuring ongoing compliance with regulatory and contractual requirements, and reviewing and learning from accidents, incidents (including safeguarding), and complaints. They must also seek feedback, act on audit results, and develop systems for achieving continuous improvement.

View of Quality: In practice, staff deliver care that is:

• Safe: Delivered in a way that avoids harm, continuously reduces risk, and protects Service Users from harm, neglect, abuse, and human rights breaches.

• Effective: Informed by up-to-date training, guidelines, and evidence; designed to improve health and wellbeing; and enabling continuous quality improvements.

• Positive experience (Responsive and Personalized): Shaped by what matters to Service Users, delivered with compassion, dignity, and mutual respect.

• Well-led: Driven by collective and compassionate leadership, accountable organisations, and a just and inclusive culture.

Procedure: Developing a Quality Assurance Framework

The basic steps are:

• Set Standards: Explain what Aura Norfolk LTD wants to achieve, based on values, national practice standards, and relevant legislation.

• Monitor and Measure Quality: Collect information using various methods like audit tools, CQC inspection reports, complaints, verbal feedback, and surveys, involving Service Users, families, other professionals, and staff.

• Analyse Findings: Benchmark findings against desired standards and implement action plans if standards are not met.

• Take Action: Share learning and use it to make meaningful changes and improvements, linking to key areas like learning and development, supervision, and care plans.

Audits: The Registered Manager will undertake regular monthly quality control audits and reviews, including: financial transactions, health and safety, accidents and incidents, safeguarding, and compliments/concerns/complaints. External audits will also be maintained.

Seeking Feedback: Arlen Figuracion must actively seek feedback from Service Users, their families, and a wide range of external stakeholders (e.g., staff, commissioners) using methods like satisfaction surveys, Service User meetings, and family meetings. Actions taken based on this feedback must be reviewed, responded to, and implemented.