1. Action for Prisoners’ Families Seminar 25 June 2014 Quality services: ticking all the boxes

2. Recognising quality in London prison visitors’ centres Ellen Dacre

3. Recognising Quality in London Prison Visitors Centres Ellen Dacre, Spurgeons Regional Manager 25 June 2014

4. London Prison Visiting Service Regional NOMS contract in 8 London prisons since 2011: HMP Wandsworth, HMP Brixton HMP/YOI Feltham HMP Pentonville, HMP/YOI Holloway HMP Wormwood Scrubs HMP Belmarsh HMP/YOI Isis

5. About the service Welcome and support 230,000 visitors a year through London Prison Visitors’ Centres Offer a supervised Play service during visits for 11,000 children per year Serve refreshments in Visits & in Visitors’ Centres Link families in need to external support agencies Provide high level Family Support to 1,300 visitors per year

6. What does Quality look like for us? Meeting commissioner KPIs Valuing service users as individuals Quality service provision is when these two priorities complement each other

7. Using the Recognising Quality toolkit Methodology for evaluation & improvement: Needs of visitors are understood and met Commissioners get what they pay for Statutory obligations are upheld We are meeting our charitable aims

8. Quality in action - Customer Satisfaction How well did we treat you? Did we make a difference? Is there anything else you want to tell us? You Said We Did feedback

10. Quality in action - Safeguarding Safeguarding Incident reporting Senior management on-call 8am-10pm Safeguarding Advisor Annual Safeguarding Audit Mandatory staff training

11. Quality in action - Safeguarding Monitor reporting for trends Feed back to Spurgeons staff and prison staff about identified risk areas

12. Recognising Quality - summary Priorities - inclusive or narrow? Processes – evolving or static? Reflective practice – routine or occasional?

13. Recognising Quality in London Prison Visitors Centres Ellen Dacre, Spurgeons Regional Manager 25 June 2014

14. Action for Prisoners’ Families Seminar 25 June 2014 Quality services: ticking all the boxes

15. www.prisonersfamilies.org.uk @Prisonerfamily