Quality Assurance in Sense Scotland

One of the key aims of Sense Scotland is to ensure whatever the service we are providing, it meets a standard of excellence. To achieve this, there are a number of systems in place across the organisation to help us monitor the quality of everything we do and make improvements wherever there is an opportunity to do so.

From investing heavily in our comprehensive training programmes,, supporting our staff and cultivating a culture of mutual respect to gathering information on key aspects of performance to generating feedback from the experts on service quality – the people and families who use the services each and every day.

Some of the quality approaches we use include:

• Feedback from individuals on the support they receive; this could be on a day-to-day basis from individuals as well as through reviews which we hold at least every six months
• Suggestions from groups of people we support and their families
• Broader stakeholder feedback via surveys and comments
• Internal quality monitoring and audit reports
• External reporting and monitoring from the Care Inspectorate, Local Authorities, the Health and Safety Executive and where relevant the Mental Welfare Commission
• Over and above this we are signatories to the Charter for Involvement

We are currently developing a new system to provide an instant organisational view of quality across some key performance areas of the business, whilst developing our own set of standards to reflect the unique and critical areas of individual communication that are really core to the identity and uniqueness of Sense Scotland.