Statement of Quality Assurance

Manchester Care and Repair Ltd recognise that responding to the needs of our client is an imperative. We strive to ensure that our client’s needs are prioritised, that the quality of our service is consistent and our clients are given the opportunity to tell us what they think of our work.

• Client Needs Prioritised

Manchester Care and Repair  focuses on a client-centred approach. All work processes, job descriptions and related instructions are focussed on assessing the client’s needs and ensuring a holistic and participative service to meet client needs and wishes.

The service is designed to be accessible across the diversity of the client group. This means using the appropriate means to assess client needs, taking account of disability, language and other barriers such as literacy and perceived or past experience of service delivery.

• Service Quality

Manchester Care and Repair ensures that the service is consistent, timely, safe and well-suited to its purpose. This is achieved through our project management and the support front-line staff receive through line management.  Staff training and performance management are all focussed on quality and safety, which are addressed from induction to appraisals supported by at least quarterly supervisions. Case supervision is a part of the support and advocacy services.

• Using Client Feedback

All clients of one-off or longer-term interventions are strongly encouraged to give feedback on their experience of Manchester Care and Repair services.  Client Satisfaction forms are left with, or sent to, every client (usually at the completion of a job) together with a Freepost envelope.  Returned forms are scrutinised for any concern that requires immediate attention and we expect all teams to achieve extremely high levels of satisfaction.  Levels of good and excellent are regularly around 96% and results below 95% are thoroughly investigated and monitored.

Manchester Care and Repair also carry out telephone surveys of a smaller sample of clients to get a broader view of satisfaction and the aspects of our service that are most valued, or could be further developed.  We are committed to continuous improvement with client feedback as an essential element of this process.

Manchester Care and Repair have a robust complaints procedure, which is regularly reviewed and updated.  Concerns are dealt with as speedily as possible in an informal manner but clients are always made aware of the formal procedure and if needed, are helped through the process.  Service Directors hold the complaints logs and learning from complaints is a standing item for the senior management team meeting, with monitoring reported to the Chief Executive and the Board. A culture that encourages the feedback that complaints represent is reinforced through an annual mandatory training course.

• External Validation

Manchester Care and Repair seek appropriate and challenging external Quality Assurance. Currently these are Foundations Quality Mark (specifically for HIAs), Investors In People, and the Supporting People QAF (Quality Assessment Framework).  Experienced external consultants carry out a review of Health and Safety, and an internal audit (of policies, procedures and processes) annually.

Manchester Care and Repair encourage commissioners to carry out their own audits, spot and sample checks. Engaging with stakeholders and client focus groups ensures that Manchester Care and Repair achieves a broad understanding of the quality required by its clients and commissioners.