Service Quality & Monitoring
Service Quality & Monitoring
We strive to deliver high-quality care to our residents, we continuously monitor and assess the quality of our service in two main ways; our own internal quality monitoring system and internal procedures. Combined with the consideration of external feedback and service quality assessments.
Internal Quality Monitoring
We measure the quality of our own service through regular audits. This involves measurement of what we do, compared against an ideal set of performance/service quality goals. These measurements are based upon information from regular customer and resident satisfaction surveys, as well as any direct comments, complaints and feedback reports.
All comments and feedback whether positive or negative are logged for these purposes. For more details on our complaints and feedback policies click here.
We also log internal accidents of our staff and service users for the purpose of these audits and any necessary investigations.
External Quality Monitoring
We are regularly inspected by the Care Quality Commission (CQC) an external body that regulates and assesses the overall quality of care services.
We live by the CQC rules:
Safe
Well lead
Responsive
Caring
Effective
This is part of the governance of the home and we take our care extremely seriously.
In order to meet the above we have increased the number of staff, have introduced floor leads and have dedicated Meds seniors all in the last two years, however it makes the service safe, caring, well lead, responsive and effective.
You can see the latest 2022 report on Somerforde Residential here.