Assured quality

Our service is fully managed and regulated to ensure the
highest quality care at home for our clients

Committed to the very highest quality

We are committed to ensuring our home care services are of the very highest quality. Our control and quality assurance procedures mean that the service our clients receive is continually monitored and developed to improve health outcomes.  We mitigate risk of caring for clients in their own homes and  our service is fully compliant with all regulatory requirements. Our quality assurance measures the following areas:


Our home care service is regulated and inspected by the Care Quality Commission in England and the Scottish Care Inspectorate in Scotland.  We have consistently achieved the highest possible outcomes for our inspections – with ‘no improvements’ required.

Recruitment Process

Quality is at the heart of our recruitment process to ensure we only employ carers who are able to deliver quality care to our clients.  In fact, we only actually employ 5% of people who apply to become carers with us.  All applicants undertake a telephone interview and a face-to-face interview, followed by a selection day and psychometric testing before beginning our industry-leading induction training. We also undertake the following quality checks as part of our rigorous process:

  • A Barring and Disclosure Service (formerly Criminal Records Bureau) check or  PVG disclosure in Scotland
  • Written references from an applicant’s previous two employers, verified  by verbal references
  • A full employment history is explored with any gaps explained
  • Identification verification
  • Verification of any medical or clinical qualifications and training certificates
  • Work permit status

Comprehensive Training

Unlike many of our competitors, every carer goes through an industry-leading induction training programme, developed with experts, that goes well above the statutory requirements. It covers:

  • Moving and handling: Carers learn the theory and legislation surrounding moving and handling, before a highly practical session which focuses on safe moving and handling operations and use of supportive equipment.
  • The Care Pathway: Carers learn the daily, weekly and monthly routines of the company, what is required of them and what they can expect from us.
  • Caring for my client: Personal care, the ageing process, common conditions and end-of-life care - carers gain practical hands-on caring skills in these areas.
  • Nutrition: Menu planning to meet the nutritional needs and preferences of clients living with a range of different needs.
  • Dementia: Introduction to dementia, the medical model, the SPECAL Photograph Album, communication skills, activities, behaviours that may challenge and distressed reactions, care planning and managing transitions.
  • Parkinson’s disease: Delivered by Parkinson’s UK, carers learn about Parkinson’s disease and its impact on the person living with it.
  • First Aid: A fully accredited first aid course, delivered by ABC Training, covering all regulatory requirements.
  • IT: Mobile phones, email, pocket roster, e pay slips, care academy, photo track – carers will be issued their care academy licence and their company mobile phone.
  • Medications management: Delivered by Prescriptions Training, carers undertake an accredited course with interactive and work book elements, as well as an assessment which qualifies them to support clients with the administration of medications.
  • Ways of Working: Covering processes such as payroll, sickness absence, dress code, professional boundaries and expectations. Carers are also given the staff handbook.
  • Safeguarding Adults: Carers learn how to identify, prevent and respond to abuse including the whistle blowing policy. They will also learn about the Mental Capacity Act.

Once a professional carer is placed with a client, there is a further 12 weeks training in placement when a carer will be monitored, coached and assessed by an expert Regional Care Manager to ensure new skills are being applied.  Mentoring, on-going specialist training, refresher training and professional development are all offered throughout a carer’s time with us to ensure the exacting standards our clients should expect are met by our service.

Quality Procedures

As part of our commitment to delivering quality home care services, we continually measure the following outcomes as part of our quality and compliance procedure:

  • Promoting wellbeing, stimulation and enjoyment
  • Setting and achieving personal goals for clients
  • Reducing behaviours that challenge through psychosocial techniques
  • Reducing and eliminating antipsychotic usage
  • Promoting excellent nutrition and hydration through home cooking  
  • Falls prevention and management
  • Reducing hospital admission and re-admission
  • Reducing, identifying and treating urine and chest infections
  • Ensuring regular medications reviews and reducing polypharmacy
  • Reducing carer stress and relieving the burden of care

Advisory Board

We have an independent Advisory Board, made up of leading professionals in the medical, charity and social care sectors, which ensures we deliver best practice care at home.

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