Quality Assurance for Care and Support Providers and Services Maria Ferreiro Peteiro

What is quality? QUALITY Services that are effective Individuals’ experiences of services Services that keep individuals safe Services that are effective Individuals – positive, caring, enabling, meets their expectations and those of their friends/family/advocates Services – i.e. cost effective, follow good practices and standards

What is quality assurance? Fact finding – services’ strengths/areas for development Taking action – listening, making improvements Monitoring – how well a service is running

What quality assurance is not? One size About filling in questionnaires About ticking boxes

Quality Assurance is… A PROCESS

ACTIVITY – Why quality? In small groups discuss why quality assurance is important for your service/organisation. Make a list of your expectations for developing an effective quality assurance system in your service/organisation.

How to do it Focus – aspects that require improvement, one or multiple, specific or general? Decide what you want to find out and why

How to do it Co-production – ensuring that the views of individuals, their families, carers, advocates, staff, managers, directors are heard Decide who to involve and why, their roles and responsibilities

How to do it Methods – consider the range of methods available their pros and cons, one or a range of methods? E.g. small forums, one to one interviews, discussions, questionnaires Decide which methods to use and why, what information will be collated and why

The shared approach Discussion Feedback Reflection

The agreed approach Importance of an effective quality assurance process Commitment to high quality Maintaining ongoing quality assurance

Contact Maria Ferreiro Peteiro maria@mcpeers.co.uk 07930 403 221