Quality of our service
The quality of our services is of paramount importance to us and we believe that meeting the requirements, needs and expectations of our clients is the ultimate measurement of quality. We place our clients at the core of everything we do. Our approach to achieving quality is by:
- Listening to customers and understanding what it is they want and why.
- Engaging our clients in creating and sharing standards, processes and best practice.
- Continuously striving to improve quality of our services through:
- Providing the highest level of customer service
- Creating and sustaining effective partnerships with our clients
- Raising expectations, aspirations and standards
- Listening and being responsive to all of our clients
- Championing continuous improvement
We are registered with the Care Inspectorate Wales (CIW), which is an independent body that regulates care provided in Wales by the NHS, Local authorities, private companies and voluntary sector. The CIW carries out regular and rigorous inspections of care providers and the outcome of inspections are available to the public.
Continuous Improvement
Client feedback on the quality of services is highly valued and is a key indicator in ensuring that we deliver effective and improving service to our clients. We believe that by listening we can make sure that our services continuously develop and improve so they meet our clients’ changing needs.
Continuous Improvement
Client feedback on the quality of services is highly valued and is a key indicator in ensuring that we deliver effective and improving service to our clients. We believe that by listening we can make sure that our services continuously develop and improve so they meet our clients’ changing needs.
Implementation
Managers/Seniors/Line Managers would be responsible to ensure all above policies are followed to meet client’s needs. Managers to ensure to carry out audits to identify the areas of improvement and follow up properly to meet the standards.
Directors Responsibilities
Seren Support Services Ltd Directors will ensure all the policies and procedures are implemented as to fulfil legal obligations.
Quality Assurance Monitoring
We aim to ensure that through quality framework to liaise with all our clients regularly to ensure their views are heard and accommodated as far as possible by implementing the standards of quality and safety by the following methods:
- Client feedback/survey forms
- Complaints procedure and monitoring
- Compliments feedback forms
- Employee Survey Monitoring (Team meetings, training, supervision and appraisals)
- Fire risk assessments
- Health and safety audits
- Regular reviews and update of policies and procedure in light of any change to legislation
- Incident & Accident reporting
- Financial monitoring
- Medication monitoring
- Health Action Plan (recording and monitoring changing health needs)
- Workplace risk assessments
- Pre-employments checks and Enhanced DBS Screening
- Client Care Plan reviews at least annually
Implementation
Managers/Seniors/Line Managers would be responsible to ensure all above policies are followed to meet client’s needs. Managers to ensure to carry out audits to identify the areas of improvement and follow up properly to meet the standards.
Directors Responsibilities
Seren Support Services Ltd Directors will ensure all the policies and procedures are implemented as to fulfil legal obligations.
View our latest CIW Inspection Reports
