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

2. 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

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

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

5. Quality Assurance is…
A PROCESS

6. 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.

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

8. 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

9. 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

10. The shared approach
Discussion
Feedback
Reflection

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

12. Contact
Maria Ferreiro Peteiro