Commitment to Quality

Our Approach

Commitment to Quality

Quality, to us, means far more than any single rating. It is measured every day in the safety, outcomes and experiences of the people we support — and in our determination to keep getting better, together with them.

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Person-centred quality
Continuous improvement
Co-produced with people we support

Quality Beyond Ratings

A higher standard, defined by people

We hold ourselves to high standards and measure quality in many different ways — but the most important measure is always the same: are the people we support safe, well and living the lives they choose?

That is why the people we support, their families and our teams are involved in shaping, checking and improving the quality of our services at every level.

Our promise:

Safe, well-led and caring services
Outcomes that matter to the person
Co-production at every level
A culture of continuous improvement
Openness, learning and transparency

Our Quality Framework

Three pillars behind everything we do

Our approach to quality and compliance is underpinned by three key pillars that guide every decision, every service and every plan.

Safety

Meeting required standards, carrying out regular audits and reviews, proactively managing risk and applying national best practice.

Effectiveness

Focusing on outcomes, personalisation and choice, using evidence-based and informed practice to deliver support that truly works.

Experience

Putting ourselves in the shoes of the people we support, and using effective, meaningful ways to measure and improve quality.

How We Measure Quality

Many ways to know we’re getting it right

Our quality goes beyond any regulatory rating. These are just some of the ways we check, learn and improve — with the people we support at the heart of each one.

Internal Quality Audits

A robust system carried out every quarter, reviewing services for quality and compliance.

Quality Checkers

People we support, trained to formally carry out quality audits within our services.

Growing Together Groups

Co-production of organisational plans and policy, involving people we support across the regions.

Quality Roadshows

A series of events attended by service managers to share best practice and learning.

STOMP Pledge

Our commitment to stopping the over-medication of people with a learning disability, autism or both.

Feedback & Surveys

Regular questionnaires and conversations that turn the views of people and families into action.

Continuous Improvement

Our quality cycle

Quality is never finished. Everything we learn feeds back into how we support people — a continuous loop of checking, understanding, improving and embedding.

Review

Regular audits, feedback and data show us how each service is really performing.

Understand

We involve people we support and staff to understand what is working well and what needs to change.

Improve

We act on what we find, update practice and share the learning across all of our services.

Embed

Changes are embedded and checked again, so improvement becomes part of everyday practice.

Our Pledges

Commitments we hold ourselves to

Alongside our own standards, we sign up to national commitments that keep the rights and wellbeing of the people we support front and centre.

Our Pledge

STOMP

We are committed to STOMP — stopping the over-medication of people with a learning disability, autism or both. We work closely with prescribers and health partners to make sure medication is only ever used appropriately, reviewed regularly, and never used as a substitute for good, person-centred support.

Signed Up

Driving Up Quality Code

We proudly support the Driving Up Quality Code, a voluntary commitment for organisations supporting people with a learning disability and autistic people. It drives us to keep the person at the centre and to be open and honest about how we are doing.

Read our commitment

4.75

OUT OF 5

Trusted & Recognised