QUALITY CARE

“Quality is everyone’s business – and we take our responsibilities seriously to ensure we offer high-quality services – always.”

Vicky Day, Training & Quality Assurance Manager

All of our services are registered with, and inspected by, the Care Quality Commission (CQC); have a look at our CQC inspection reports for full details.

Image of Vicky Day

QUALITY ASSURANCE AT SUN HEALTHCARE

At Sun Healthcare, we aim to provide a positive, enriching experience and the best possible outcomes for everyone accessing our services. We recognise that continuous quality improvement and development of our services is the only way to achieve this.

That’s why, as well as following the Care Quality Commission’s (CQC) standards and other local and national quality schemes, we also have our own quality assurance programme, led by our Training & Quality Assurance Manager, Vicky Day.

Our Quality Assurance Statement

Our Commitment – we are committed to enriching the quality of life of each person we support through the delivery of high-quality and professional services.

 

Our aim – is to provide services that are person-centred, consistent and appropriate, in line with the very best practice available.

 

Five key areas:

 

  • Safe – ensuring individuals we support are protected from abuse and avoidable harm. Supporting people to make choices and take risks
  • Effective – supporting people to live their lives in the way that they choose and experience the best possible health and quality of life outcomes
  • Caring and compassionate – people, their families and carers experience care and support that is empowering and provided by staff who treat people with dignity, respect and compassion
  • Responsive to individual needs – services are organised to enable people to receive the care and support they need, to be listened to and have their rights and diverse circumstances respected
  • Well-led – management and leadership encourage and deliver an open, fair, transparent, supporting and challenging culture at all levels.


To meet these targets, we:

 

  • Have a company-wide philosophy of continuous improvement
  • Have a robust recruitment and selection procedure; employing staff with the right skills and qualities to meet individuals’ needs
  • Have in place a comprehensive induction process – based on the Care Certificate standards and skills requirements specific to those individuals we support
  • Provide ongoing training, learning and development
  • Hold regular supervisions and appraisals
  • Support our staff teams to work effectively with the individuals using our services, their families and health professionals
  • Have effective quality and safety monitoring and checking processes in place. These evaluation processes include periodic service reviews, customer satisfaction surveys, service user forums, stakeholder questionnaires, complaints procedures, health and safety audits and company policy reviews
  • Provide high-quality, responsive and flexible support and care packages designed to meet the individual’s assessed needs and personal aspirations
  • Work with the people we support to develop personalised support/care plans that meet their individual needs
  • Work within an inclusive quality framework which means that all people associated with our services play an important role in measuring the quality and effectiveness of what we do
  • Hold regular organisation service user forums involving individuals in the influencing of service design and delivery.

 

 

YOUR VIEWS MATTER

We value feedback from the people who use our services, their family and carers, our staff, service commissioners and other professionals. If you have some feedback about our services, you can contact our Training & Quality Assurance Manager at

vicky.day@sunhealthcare.org
01226 323 670

OUR COMPLAINTS POLICY AND PROCEDURE

If you wish to make a complaint, the procedure to follow is:

1. Talk to a member of the senior support staff and then the service manager – they will listen and try to help
2. If you are not happy with the help provided in stage 1, then you can contact the Operations Director, Alan Tolan, on 01226 323 670 or at alan.tolan@sunhealthcare.org

We will:

– Respond to all complaints within seven days
– Inform you what is happening with your complaint and do everything we can to help and reassure you
– Do our utmost to treat in confidence the information you give us
– Investigate your complaint and reply to you within 14 days
– Speak to you in person and send a letter confirming our findings.

Download our complaints policy and procedure in a clear words and picture version.

We review all concerns and complaints and look upon them as an opportunity to learn, adapt, improve and provide better services.

If you are not satisfied with our response to your complaint, then you can contact a social worker or advocate or visit the Care Quality Commission website for advice.