Quality Assurance Policy

Quality Assurance, put simply is measuring how well we have acheived what was expected of us. There is a requirement  that we will produce evidence to show how well we have achieved these expectations or how well we have met the Quality Statements, this will decide on how well we are rated by the Care Quality Commission. Meeting expectations is also very important to ensure that we maintain customer satisfaction, and ensure the safety and the well being of the people we support, along with our employees.

Quality Assurance requires us to have a shared vision of the expectations upon us, for us all to be aware of what is expected so that we may then measure how well we meet these expectations.

Universal Care Services UK Ltd Mission statement states :

Aims

Our Aim is to deliver care services that will improve and sustain the Service User’s overall quality of life, ensuring that as far as possible the service we deliver is flexible, attentive, and provided in a non-discriminatory fashion. We respect our Service User’s right to independence, privacy, dignity, fulfilment and the preservation of their rights to make well informed choices about the care they receive. Further, we aim to meet the Service User’s physical, emotional and overall well-being needs in a dignified non-judgmental manner by recognizing their diversity and ensuring that specific religious cultural ,racial and gender identities are respected and upheld .Similarly we request that Service User’s and families respect the rights of our staff in a non-discriminatory way. We aim to match the nominated Care Worker as closely as possible with the Service User’s preferences, and respect that at times for various reasons there will be a need to change the Care Worker in the event of noncompatibility. Our service provision is based on strong operational values and principles of care. We believe that one of our strengths is our diverse workforce who are all committed to delivering compassionate care in a competent and sensitive manner. Through the investment in staff training and their welfare we aim at all times to be observant and vigilant and we strive to be responsive and flexible to the changing needs of Service Users ultimately seeking
to improve the quality of their life without unnecessary intrusion.

Objectives

• To be Compassionate and Caring
• To promote a Person Centered Caring approach in the delivery of services
• To ensure that the Service User’s privacy and confidentiality is upheld
• To promote their health , wellbeing and independence
• To enable as far as possible the Service user to direct their own care promoting choice
• To protect their Dignity and Respect
• To promote Independence
• To Safeguard and protect from harm and neglect
In order for Universal Care Services UK Ltd to delivery  excellent quality of care we strive to work in partnership with all stakeholders in a consistent manner on a daily basis.

Quality forms the core elements of our service, by listening and being responsive to views, comments, complaints and compliments in a self-critical way we are continuously striving to exceed the expectations of our Service Users, Staff and Stakeholders. This we will achieve with robust policies, procedures and processes in place which meet the statutory and industry best practice standards being, audited, reviewed and implemented in accordance with current legislative requirements.

All staff, including managers and directors, are required to demonstrate their commitment, understanding and adherence to delivering the highest standards of quality care to all of our service users, in all aspects of their roles, and to discharge their responsibilities accordingly. In particular:

• The provider and management team are accountable for establishing a quality management system to ensure continuous improvement and a high quality safe service.
• All staff are responsible for the quality of their work and trained to perform their duties to the required legal and organisational standards set out in policies and procedures.
• Contractors employed for specific functions must meet agreed and specified standards.
• To deliver against the annual quality development plan, and other action plans as agreed, based upon information and feedback from service users, professionals, staff and relatives:
  • The plan will focus on specific and measurable standards with named staff responsible
  • The plan will be updated using additional feedback from service users, professionals, relatives and staff to ensure the plan is working and improving services.
• Managers will closely monitor the quality and competence of staff service delivery by regular supervision and spot checks; this includes direct observation of care practice and unannounced visits to individuals’ homes when staff are delivering services (with the service user’s permission)