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      At Lifeways Community Care, we are committed to ensuring we provide an excellent service at all times by adhering to a number of nationally recognised quality assurance standards as well as operating our own comprehensive Quality Assurance system. The Quality Assurance Team’s objective is to maintain quality services which are outcome based, enabling the meeting of standards determined by governing and funding bodies. Provision of quality support and care is fundamental to the philosophy and goals of the Lifeways organisation. Lifeways has developed a comprehensive quality assurance system of its own design. The Lifeways Quality Assurance Programme ensures an effective and efficient system for monitoring, evaluation and continual improvement of services provided to users and purchasers. Quality Award: Lifeways has been awarded ISO 9001:2000. This quality award, nationally recognised by purchasers, ensures organisations have quality assurance systems, policies and procedures in place to ensure a high quality service delivery. Quality Accreditation: Lifeways has been accredited by Exor Management Services for having reached the required accreditation standards as a Social Care organisation. A growing number of local authorities require Exor quality accreditation as a pre-requisite to granting approved provider status. Lifeways is a member of The British Quality Foundation, membership number LIFE028. Quality assurance team Lifeways has its own Quality Assurance Team, led by Head of Quality, Sue Houston. The team also includes QA Manager Tracie Marriner and a number of Internal Quality Compliance officers. It also has an Inclusion Co-ordinator who works with people who use our services, ensuring they have a voice and are empowered within the organisation. The Quality Assurance Team also has a number of Quality Checkers; these are users of Lifeways services who undertake audits of our services against defined criteria. Quality assurance procedures The Lifeways Quality Improvement Programme ensures an effective and efficient system for monitoring, evaluation and continual improvement of services provided to users and purchasers. A key component of the QI Programme is a comprehensive Internal Audit System which is used to review all services for compliance with standards and preferred practices. This is a system that incorporates relevant standards and recommended “best practices” from CQC, SCC , CSSIW, the NDT, Paradigm, Supporting People, REACH 2 etc. Each Area Office regularly undertakes an assessment of the services it provides which is then passed onto the Quality Assurance Team who then undertake an audit using the assessment as an indicator of the service provision. These audits always require the involvement of people who use our services. Lifeways also has Satisfaction Surveys that are completed by users of our services, parents, carers and commissioners or purchasers. All results of the assessments, internal audits and satisfaction surveys are shared with the appropriate external agencies. Regular inspections Care Quality Commission (CQC) in England, Scottish Care Commission (SCC), Care and Social Services Inspectorate Wales (CSSIW) and local authorities inspect and report back on our services on a regular basis. Complaints procedure We hope to resolve any issues or complaints on a day to day basis, but there is also a formal complaints procedure with all comments logged, which are available for social services to inspect. Recommendations for service improvement and compliments are reviewed regularly. Health and safety We employ a Health & Safety Manager within the organisation. We undertake risk assessments where required and adhere to Government policy at all times. We undertake rigorous training and our commitment to health and safety is underpinned by our membership of the British Safety Council. |
