CES Medical Ltd (CESM) requires that all those in a leadership role within the company work together to create an ethos whereby high-quality care is expected and provided.

Scope

CESM are committed to quality and this is monitored and measured through systems of continuous improvement and effective governance processes.

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Policy

Systems are in place which seek views on the service from people who use it. These systems are designed to measure success and meeting aims, objectives and the Company Statement of Purpose. They support the development and improvement plans for the company. Continuous review of plans results in a continuous quality review and development of quality.

Our Quality Assurance processes ensure that:

• Our services are safe
• Our services are effective
• Our services reflect our committment to quality
• Our patients and staff feel listened to
• People's opinions are valued
• Patients and staff are protected from risk

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Expectation

Every member of staff at CESM should demonstrate a total commitment to quality and quality improvement in every aspect of their working day.
In particular:
a) The Board bears the responsibility for establishing, maintaining and implementing a quality management system in the company; this system will be based upon a management system whereby standards will be set, changes made to meet those standards and the process reviewed regularly.
b) Every employee is responsible for the quality of their work and will be trained to perform their duties to our specified quality standards. Everyone employed is accountable for their actions or omissions.
c) Contractors employed for specific functions will be required to meet our specified standards.
d) CESM will have an annual development plan for quality improvement drawn up as part of its business plan and based upon feedback from service users, staff and relatives; the plan will focus upon specific measurable standards and will include named staff as responsible for each objective.
e) CESM is consistently listening to its service users and stakeholders and conducts annual service user satisfaction and feedback surveys using a standardised questionnaire and follow up interviews with random sample of its service users and representatives. The findings are analysed and incorporated into its development plan.
f) CESM  monitor closely the quality of its staff’s work by regular supervision, which includes direct observations and unannounced spot checks
g) CESM will conduct care audits and medication audits each quarter and use the information to improve standards.
h) Quality assurance will be used to drive continuous improvement of governance and clinical governance processes. Innovation will be encouraged in order to strive to improve the quality of the service.
i) Continuous audit of clinical records and Medication records will be consucted to identify areas for further training and development to ensure quality

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Risk Management

CESM  recognises that in order to improve the service delivery and safety the reporting of near misses, adverse events, incidents and errors should be used to develop solutions and risk reduction strategies to resolve issues as quickly as possible.

Staff are encouraged to report all such events which is not expected and could have caused harm or damage or had the potential to pose a risk or cause a problem. A learning environment should be developed where mistakes are learnt form and development and action plans can be put in place and reviewed to prevent further incidents.

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Service Users and Stakeholders

Integral to quality assurance is the feedback from service users, relatives, friends, carers, representatives and other stakeholders. Stakeholders can include but are not limited to GP’s and commissioners. They should be involved as much as possible in the development and improvement of the service.

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Audit

Annual self-assessment/audit of the service will be carried out to ensure that the agreed standards are being met or worked towards. A clear development/action plan will be in place following the audit to drive forward improvements.

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Training

The management team at CESM  believe that, in order to provide a quality service, CESM requires high quality staff that are suitably trained, supervised and supported. In particular CESM believes that:a) All new staff should be encouraged to read the policy on quality as part of their induction process.
b) Each member of staff should have a personal development plan in which training needs are identified and a plan made as to how such needs will be met.
c) Staff should be encouraged to develop themselves through continuing professional development.
d). The management team undertake to ensure through instruction, practical example and training that quality is the aim of all members of staff and that each employee has aproper understanding of the importance of the quality systems and its direct relevance to the success of the company.