Our Clinical Nurse Managers are line manged by our Lead Clinical Nurse who provides six-eight weekly clinical supervision. All nursing staff attend weekly audit and management meetings where caseloads are discussed by the full team.
As part of our Quality assurance policy we have an audit manager who has extensive experience of working with children with disabilities teams and local authorities. These internal and unannounced audits across all our structures are pivotal in ensuring quality service delivery and continuous improvement of service.
Audits by our ISOQAR authorised bodies, the CQC and our internal audit managers are reported to and reviewed by the Registered Manager at monthly clinical governance meetings.
Families are asked to complete a performance assessment on the service provided by Focused Healthcare every three months. Assessments are discussed by the Registered Manager in Clinical Management meetings and feedback is given to the families and if necessary action is taken.
Our approach at Focused Healthcare toward family complaints and incidents is structured around three main principles:- listening, responding and improving. In order to achieve these principles it is essential for service users to know that we will listen to, act on and learn from their feedback.
Focused Healthcare monitors the ethnicity of all families using our service and also monitors the diversity of our care workers’ pool for auditing purposes to ensure we are reaching the diversity of today’s population. This is essential when reaching some of our ethnic minority care packages that may require special care workers e.g Portuguese speaking carers.
Focused Healthcare has a risk registered in place. We constantly measure and look at risk in a Traffic light system and set out action plans to alleviate, eliminate or improve significant areas of risk. Our register is discussed regularly at senior management team meetings.