Essex Adult Social Care Services Developing the Quality

Essex Adult Social Care Services Developing the Quality Assurance Framework ¡Quality ¡Policy and Quality Assurance Principles and Responsibilites ¡Approach April 2008 in Practice SSRG Workshop Balancing and Managing Risk

Defining Quality ¡ ¡ ¡ Define Quality in the work context ? What do we mean by quality ? Whose quality ? The search for quality is a process of sustained and persistent improvement to ensure that all of the features and characteristics of services provided continue to satisfy the needs and requirements of our customers April 2008 SSRG Workshop Balancing and Managing Risk

Defining a High Quality Organisation April 2008 ¡ What are the general characteristics that identify a high quality organisation ? ¡ What characteristics define a quality service? SSRG Workshop Balancing and Managing Risk

A High Quality Organisation April 2008 ¡ Delivering quality is the responsibility of the whole organisation ¡ Quality assurance is defined and evaluated by our customers ¡ Quality assurance and control processes are open and verifiable ¡ Outcomes from quality assurance and control processes bring about improvement ¡ There is a proactive approach to quality assurance and control which is built in to process ¡ Staff know what is expected of them and there is investment in workforce development ¡ There is a willingness to change traditional ways of doing things and a constant search for ways of improving service delivery SSRG Workshop Balancing and Managing Risk

High Quality Services April 2008 ¡ Delivered to declared standards, in accordance with defined procedures through robust and capable systems ¡ Delivered reliably and completely in the way that the service was agreed to be delivered ¡ Delivered flexibly in a way that is responsive and gives customer choice and control to achieve agreed outcomes ¡ Delivered at the right time using appropriate resources ¡ Delivered fairly without discrimination, in safety with minimal risk ¡ Delivered with politeness and friendliness to maintain customer dignity SSRG Workshop Balancing and Managing Risk

Quality Assurance What is it ? Why must we do it ? What ¡ It covers all activities and functions concerned with the attainment of quality ¡ Making sure that services provided are: l Fit for purpose l Built upon robust evidence l Effective l Continually improve Why April 2008 ¡ Accountability – to show we are delivering high quality services ¡ Celebrate the achievements, share good practice and learn from the failures! SSRG Workshop Balancing and Managing Risk

Quality Policy Principles ¡ ¡ ¡ ¡ April 2008 All services and processes will be quality assured and subject to continuous improvement. Customers will be involved in setting policy and standards and in judging service quality. All staff working in the service area understand work to agreed standards. Results from the quality assurance and control processes will be considered together with other evidence and knowledge to establish service improvement actions, learning and good practice. Policies and standards will be reviewed on a regular basis to ensure they are fit for purpose. Quality assurance and control processes will be monitored for robustness and fitness for purpose. Quality Assurance and Control activity must respect the diversity of human culture and conditions and take full account of ethnicity, gender, impairment, age and sexual orientation and religious beliefs in its design, undertaking and reporting SSRG Workshop Balancing and Managing Risk

Responsibilities April 2008 ¡ The delivery of a quality service is everyone’s business ¡ Service Managers and Process Owners ¡ The Policy Development and Research Team SSRG Workshop Balancing and Managing Risk

Establish the Current Picture ¡ Agree a list of services and processes that must be quality assured ¡ Identify where existing quality assurance and control processes are in place (what needs reviewing) ¡ April 2008 Identify what needs developing SSRG Workshop Balancing and Managing Risk

For New QA Frameworks April 2008 ¡ Understand the system that is to be quality assured ¡ Establish the standards by which the service quality will be judged ¡ Establish mechanisms to monitor policy compliance and evaluate adherence to standards ¡ Implement the Quality Assurance Framework ¡ Report findings and develop draft action recommendations SSRG Workshop Balancing and Managing Risk

The QA framework Document April 2008 ¡ What service(s) you and/or your team provide and therefore what is being quality assured ¡ Who your customers are ¡ Quality Specification ¡ Quality Map ¡ Quality Control ¡ Quality Learning SSRG Workshop Balancing and Managing Risk

Four Elements April 2008 ¡ the quality of inputs ¡ the quality of processes ¡ the quality of outputs ¡ The quality outcomes SSRG Workshop Balancing and Managing Risk

Approach ¡ Establish a Working Group ¡ mapping service processes ¡ walking through the process as a universal service user to : l l April 2008 identify of key quality control points identify and review existing legislation, policy, practice and standards suggest new policy, practice and standards identification or development of quality performance indicators and instruments ¡ development of a documented quality assurance framework ¡ development of a quality assurance report SSRG Workshop Balancing and Managing Risk