Quality matters: a shared commitment to high quality, person-centred adult social care Sharon Allen, Skills for Care

What is Quality matters? Quality matters brings together everyone who uses, works in and supports adult social care around a shared commitment to improve quality, so that everyone can experience high-quality, person-centred adult social care. This commitment is set out in a central document. The document is only a starting point – it is the action we take together that matters most. What is Quality matters? Quality matters is a shared commitment for everyone who uses, works in and supports adult social care. It brings everyone together around a shared pledge to improve adult social care, so that everyone can experience high-quality, person-centred adult social care. The background and principles of Quality Matters are outlined in a central document. While the words in it are an important place to start, it is the action we take together that matters most.

What is Quality matters? Quality matters was co-produced with: People who use adult social care services, their families and carers Professionals and staff Providers Commissioners National bodies that oversee and support adult social care Quality matters was co-produced with: People who use adult social care services, their families and carers Professionals and staff Providers Commissioners National bodies that oversee and support adult social care No single person or organisation owns the commitment, and it will succeed only through our continued collaboration.

What do we want to see change? We want to see improved quality in adult social care. We want to do this through: A shared understanding of what high-quality care is and what needs to be done to achieve it. More effective and aligned support for quality in adult social care and joined-up action to encourage improvement and champion high-quality care. We want to see improved quality in adult social care. We want to do this through: A shared understanding of what high-quality care is and what needs to be done to achieve it More effective and aligned support for quality in adult social care and joined-up action to encourage improvement and champion high-quality care.

How will this happen? Our shared priorities are set out in an action plan. This lists the six things that we want to do first in order to make our commitment a reality. In order to ensure we are clear about how we will achieve concrete action to improve quality, our shared priorities are set out in an action plan. This lists the six things that we want to do first in order to make our commitment a reality, and each of these six things is supported by different organisations working in collaboration. The action plan is a ‘live’ document and will be updated as actions are achieved and as new priorities emerge – remaining in the spirit of the principles set out in the central Quality matters document.

Our single shared view of quality We share a single view of what high-quality care means. We share a single view of what high-quality care means. For people who user services this means : Having a positive experience, with providers and staff treating them with compassion, dignity and respect, and by using services that are responsive to their needs. Being safe so that people are protected from avoidable harm, neglect and abuse. When mistakes happen lessons must be learned. Effective care that promotes a good quality of life and is based on best practice. For those providing services this means: Services are well-led and promote a culture that is open, transparent and committed to learning and improvement. Services use resources sustainably, providing fair access.

Our priorities for action Acting on feedback, concerns and compliments Ensure that people who use services, their families and carers receive information that is clear and standardised, and that complaints are handled quickly and effectively. Ensure that there is a strong approach to the duty of candour so there is a culture of being open and honest when something goes wrong. As we embark on our journey to improve the quality of adult social care, we will focus on six priorities for action. These initial priorities have been identified by people who use services, their families and carers, providers, commissioners, and organisations that support and oversee adult social care services. Priority 1 – Acting on feedback, concerns and complaints Ensure that people who use services, their families and carers receive information that is clear and standardised, and that complaints are handled quickly and effectively. Ensure that there is a strong approach to the duty of candour so there is a culture of being open and honest when something goes wrong.

Our priorities for action Measuring, collecting and using data more effectively Review quantitative and qualitative data across the system and develop a common approach to measuring key quality metrics to ensure consistency. Collect and share the common metrics among commissioners, regulators and providers as suitable and proportionate. Agree and make available suitable and relevant information for the needs of the public. Measuring, collecting and using data more effectively Review quantitative and qualitative data across the system and develop a common approach to measuring key quality metrics to ensure consistency. Collect and share the common metrics among commissioners, regulators and providers as suitable and proportionate. Agree and make available suitable and relevant information for the needs of the public.

Our priorities for action Commissioning for better outcomes Identify opportunities and risks from this approach and embed in commissioning practice. Don’t commission new services that are failing. Review guidelines for quality in commissioning and ensure these are co-produced. Explore how information about people’s experience of care can be used to improve the commissioning process. Commissioning for better outcomes Identify opportunities and risks from this approach and embed in commissioning practice. Don’t commission new services that are failing. Review guidelines for quality in commissioning and ensure these are co-produced. Explore how information about people’s experience of care can be used to improve the commissioning process.

Our priorities for action Better support for improvement Review sector-level improvement initiatives to support all organisations to improve. Describe clearly the role of national organisations within social care and how they work together to encourage improvement. Better support for improvement Review sector-level improvement initiatives to support all organisations to improve. Describe clearly the role of national organisations within social care and how they work together to encourage improvement.

Our priorities for action Shared focus areas for improvement Ensure that adult social care is considered across health and social care initiatives and that people work collaboratively across sectors. Shared focus areas for improvement Ensure that adult social care is considered across health and social care initiatives (such as Sustainability and Transformation Plans) and that people work collaboratively across sectors.

Our priorities for action Improving the profile of adult social care Champion everything that is great about adult social care so more people understand, support and celebrate the fantastic difference care and support makes to people’s lives. Attract even more talented people to a career in adult social care. Improving the profile of adult social care Champion everything that is great about adult social care so more people understand, support and celebrate the fantastic difference care and support makes to people’s lives. Attract even more talented people to a career in adult social care.

Get involved What commitments can you or your organisation make towards improving quality? Share your work on Twitter and join in the Quality matters conversation by using the hashtag #Qualitymatters What commitments can you or your organisation make towards improving quality? Share your work on Twitter by using the #qualitymatters hashtag.