How we check ourselves, and how you can check us.
Good intentions are not a quality system. This is what we actually audit, how often, and what happens when something goes wrong.
Monitoring
What we audit, and how often
Monthly
- Care plan and risk assessment audits
- MAR chart and medication audits
- Call monitoring for missed and late calls
- Training compliance review
- Incident and accident review
- Complaints and feedback review
Quarterly
- Governance and performance review meeting
- Safeguarding review and learning analysis
- Supervision and appraisal compliance review
- Business continuity and escalation testing
- Review of KPIs and corrective actions
Annual
- Full policy review
- Business continuity plan review
- Workforce strategy review
- Financial sustainability review
- Service user satisfaction analysis
When things go wrong
Complaints and candour
We acknowledge complaints within 3 working days and respond fully within 20. Complaining will never affect the care you or your relative receives — and if you would rather go straight to the council or the Ombudsman, you can.
Where we have got something wrong we say so and apologise. That is the duty of candour, and it applies whether or not anyone has complained.
Safeguarding
Raising a concern
Our Registered Manager is the safeguarding lead. Concerns are escalated to the relevant local authority team within 24 hours, and to the Care Quality Commission where the notification threshold is met.
You do not have to come to us first. If you are worried about someone, you can contact the council directly — the numbers are on our safeguarding page.
Learning
What we do with what we find
Audits, incidents, complaints and feedback are reviewed together at the quarterly governance meeting. Findings feed into training, policy updates and changes to how we work — otherwise auditing is just paperwork.
Commissioners can see the full KPI framework, governance structure and policy list on our commissioners page.