What is Service Quality and Compliance?

The Hesley Group is dedicated to continuous improvement of the outcomes and quality of service which we provide for people who use our services. We are therefore committed to:

  • Working in active partnership with our regulators (CQC and OFSTED) to gain the maximum benefit for people who use services from external inspection of our services.

  • Working in partnership with centres of academic expertise in autism and severe intellectual disabilities to provide rigorous independent evaluation of outcomes for our service users.

  • Setting up and maintaining a rigorous internal process of review and improvement of quality of service.

  • Working with managers to develop outcome-focused management approaches and evidence-based and reflective practice throughout the whole of the Hesley Group staff team.

Who are we?

Our service quality and compliance team comprises managers with backgrounds in social care and in working for regulatory authorities, supported by staff maintaining our systems for monitoring outcomes for our service users.

What do we do?

The focus on outcomes is important. It means that we get a picture of what it is like for someone using our service – what they experience, the extent to which they were able to choose, did it go well or not so well. An outcomes focus can be based on individuals or across groups of individuals using our services. Examples of outcome focused indicators are 'how many times a person accessed off site activities of their choice this month?' (the key indicator here being choice and people being supported to make that choice) or 'the number for physical interventions reduced during April 2009 month at X service' (the key indicator here might relate to improved staff competence in crisis intervention).

Our service quality and compliance team provides training and support for our operational managers on service issues, maintains systems for internal review of service quality, commissions external evaluations of our services, provides managers with information on key indicators of service quality, and ensures that our services comply with the law and best practice guidance. The quality and compliance team also maintain an overview of the compliments and complaints procedures and outcomes from these and the group’s policies and procedures to ensure people using the service are protected from poor practice and staff providing services are properly supported.