Philip Salter - Investments Manager/Director

Brenda Salter - Investments Manager/Director

Lewis Salter - Administration Manager/Director

Paul Sturdgess (ME!) - General Manager/Director

Lyn Henwood - Deputy General Manager

Sue McBride - Domiciliary Team Leader

Glenn Roberts - Supported Living Team Leader

Lindsey Herbert - Supported Living Team Leader

Paul then went onto speak about,

Quality Assurance is a way of our service looking at how we are performing in:

Supporting our Service Users/Tenants in various areas of their welfare and development.

Communicating with our stakeholders (people we work with)

Manage and Support our Staff Teams

Training

Using our company processes effectively.

In our Quality Assurance Process, we have looked at seeking feedback from the following groups of people:

Service Users/Tenants

Care Managers

Nursing Teams

Advocates

Friends

Staff Teams

Other agencies we work with

Paul then took this time to explain the changes that had been made, following the outcomes from the last Quality Assurance in November 2008, and how the next steps had moved forward.

Communication had been focussed upon over the last six months, in particular with Service User/Tenant reviews, where there had been more emphasis placed upon the delivery of these, so they took a more individualised focus. For example methods for communication, had looked at using Video Cameras, using Photographic Albums, Using Flip Chart Presentations, so that people could utilise their skills and also use a method of communication which met their needs more.

As a service we also looked at our structure. It was important that following a successful QA last time, that we maintain this. So that we did not lose the “personalised” aspect of the service, we restructured our Management team, so that we were taking preventative measures for the future, to safeguard the standards of the service,, communication and management. Paul introduced the full management team earlier, to illustrate how we had ensured that there were focussed team members ensuring the standards.

It was also a goal, from the last QA that we looked at how we manage Complaints, and as can been seen later in the presentation, Paul explained that this had been very successful, and both Service Users/Tenants and Families were comfortable with this process.

Another area, which had been discussed, was looking at the possibility of Families, aside from generic reviews, to meet with Paul, and this was now happening, and as can be seen further in the minutes was also introduced through a new plan to meet with Families and Carers.

Paul opened this part of the session, highlighting that this QA, saw the return of more questionnaires than the previous QA, and that using the new format, these had been recorded with far more information.

Using the prepared Flip Chart, Paul then spoke around the key areas of the Quality Assurance for this year, including:

Information to Service Users

Communication and Listening

Complaints and Compliments

Rating the Support you receive.

Standards of the Service

Development of the Service since the last QA.

It was highlighted throughout this presentation, that when we looked at the feedback from all sources, Service Users/Tenants, Families, Care Management and Advocates, and this had given us an excellent approach on most areas of the service. This was really positive, but when discussing the results, Paul emphasised the importance of not becoming complacent in our approach to our service, as there is always room for improvement.

Paul in particular highlighted that the main area, which was rated as good, was the way Service Users/Tenants were involved in their Support Planning. He felt that following the success of our Review processes, we need to look at the ways we have improved this area, and apply these skills to the Support Plans and Risk Assessment.

Paul also used this area of results to look at changes in the restructure of social care, through Self-Directed Support, and how this can impact our service delivery. Paul told people a brief overview of how this will work, but also reassured that as a service, we will keep our “Stakeholders”, up to date with any changes, and offer support where we can in this process.

To give Paul’s throat a rest, Paul introduced --------, a Tenant from our Supported Living service, who gave an excellent presentation on the 1960’s. Paul highlighted that -------- is a shining example of how an individual can develop within the service, and that -------- has had, and continues, to have a great deal of success, since moving last year.! Well Done --------.

Following this presentation, Paul spoke about the Next Steps for this year 2009/2010

It is important for us to build realistic and positive next steps. We do not want to make promises we cannot keep. Our aim over the coming months will be to work on the following:

Improved communication and information to the Service Users and Tenants, so that they can have more of an active role in their Support Planning/Risk Assessment processes. This is to ensure that we have a much more individualised approach.

Look at ways in which we can communicate our Compliments procedure, as we often get lovely feedback, but we do not evidence this. It is important that we record this feedback, as part of our Inspection processes for CSCI (Commission for Social Care Inspection), and also so we can reward the Staff Team that we work with.

Communication with the Management Team is a high priority, and we have planned Coffee/Biscuits mornings to try and develop this.

Now that we have the new structure of Blossoms, we need to ensure that people remain confident in this change and this is consistently reviewed and sustained.

A question was raised about Uniforms. We have had to put a corporate Uniform in place to meet Care Standards for both services. We have changed from our original decision of Red Shirts and decided on White Shirts with Red Ties/Scarves and Black Fleece Jackets.

Following this short Q&A, Paul closed the session, and asked everyone to join us for Coffees and Nibbles in the Foyer.

These are the results and Next Steps from the Quality Assurance that we carried out in September/October.

Quality Assurance is a way of our service looking at how we are performing in:

In addition to these areas, naturally we look at the overall performance of our service.

In our Quality Assurance Process, we have looked at seeking feedback from the following groups of people:

The aim of the meeting today is to talk through and look at areas which our service has done well, and also look at ways in which we can improve and develop over the coming months.

60-70% = High Priority

71 - 89% = Medium Priority

90 - 100% = Low Priority

The percentage of Service Users and Tenants that felt we gave them enough information and a good standard of information was:

The percentage of Care Managers, Families, Advocates and Others involved that felt they received enough information and a good standard of information was:

The complaints aspect of the Quality Assurance was difficult to measure, as we have not had any complaints about the service we provide. However it was highlighted to us through the Quality Assurance that more work should be undertaken on how individuals can make a complaint and what the appropriate forms of communication are in this area.

Number of Complaints Received = 0

The percentage of Service Users and Tenants that felt that the service supports their dignity, choice and control over their life in a good way was:

This is an area where it is always important to ensure that you are “getting it right”, as it is these values that ultimately affect the way in which our individuals are supported.

It is comforting to see that the majority of those within our service are feeling this, and it is important that we continue to sustain this by way of:

What percentage of Service Users and Tenants rate the support that they receive from the staff within Blossoms as good?

What percentage of Care Managers, Families, Advocates and Others felt that the support received by those individuals at Blossoms was good?

We asked about how you were consulted…..

“ we have meetings where we talked about how the house should be run”

We asked about continuous improvement…..

“I’m sure if I thought there could be some improvements and plans made and Blossoms would listen to my thoughts”

We asked how straightforward it was to make a complaint……

“don’t know”

We asked about what is spoken about in meetings…….

“All aspects of client’s care and activities. Very client led”

We asked if the service had policies and procedures……

“I don’t have a copy of these”

We asked about information on the service……………

“I would like to say that I was very impressed with the initial visits that individuals make to your service. I have never witnessed any pressure placed upon individuals to choose your service - This is so important and sometimes forgotten by service providers”

Our Staff Team is very important to us and we value their feedback. We have given below some comments made by our staff team and how they feel the service is delivered.

“the service is very fair and tries to work around family life”

“I am aware that Blossoms is very keen on its training and development, and there’s a lot of it!”

“Blossoms is a caring company to work for, both for its service users and staff alike”

“Everyone is approachable and you always feel you will be listened to”

“ I enjoy the consistency of working with regular individuals”

“I would like more communication before training is booked because I would like to know more about my development targets”

“Service Users and Tenants feel safe and secure”

“need more regular staff meetings”

“I have learnt and lot and I am still learning”

It is important for us to use this information to build realistic and positive next steps. We do not want to make promises we cannot keep. Our aim over the coming months will be to work on the following: