QUALITY ASSURANCE

Maintaining High Quality Domiciliary Care  

At Divine Agency Ltd, we are always keen to provide the best possible Domiciliary & Domestic Services. We continually check on what we are doing, talk with our staff and with outsiders who have opportunities to see and judge our work, and above all listen to our customers. This process is called Quality Assurance.  It involves:

  • An annual visit to all service users by a supervisor or manager to hear your views at first hand
  • Regular supervision meetings between each Agency staff and their supervisor .
  • An annual survey of service users, and where appropriate their relatives or representatives, to obtain views and opinions
  •  Careful checks on all service user files, timesheets and other records.

In addition, please feel free to let us have your views at any time. We need to know how we are doing, and you are best placed to tell us.  If you wish to see the results of the annual questionnaire please telephone DAL and a copy will be sent to you. If requested your domiciliary staff will be happy to go through it with you.

COMPLIMENTS, CONCERNS, COMMENTS AND COMPLAINTS

Divine Agency Ltd (DAL)will at all times seek your feedback and comments regarding our services. These feedback forms are used to actively improve our services to our users.

 

In the event of a complaint the agency has a formal complaints procedure which we follow, we will ensure that all complaints are dealt with promptly and all actions will be recorded and where necessary professional bodies will be informed.

 

At any stage of the complaints procedure any party is entitled to contact the Care Quality Commission in London at www.cqc.org.uk or Telephone: 03000 616161, for advice and further information.

REGISTERED AND REGULATED BY THE CARE QUALITY COMMISION