QUALITY ASSURANCE

Once a care package has commenced in a client's home, Unity Care will maintain the quality of service provided by the following procedures:

• Six to eight weeks after the service has begun the company secretary will conduct a telephone interview with the client or their representative to ascertain if they are satisfied with the level of care they are receiving. They are asked for any comments they wish to make and any suggestions for improvements that could benefit them. Notes are taken of the interview and a report is forwarded to the client for approval, amendment and signature. The report is then returned to Unity Care in a prepaid envelope and the report is kept on the client?s personal file.
• Each year usually in October a Quality Control - Client Questionnaire is sent to each client for them to complete. This process is completed by each client in their own home and in their own time. A prepaid envelope is supplied for the return of the questionnaire. We strongly urge all clients to complete this document and if the client feels they need to talk to a senior member of staff this can be easily arranged at a time convenient to the client.

It is a legal requirement that as part of our Quality Assurance Review each year, if a client's services are provided via Social Services, we must contact the Social Worker or Social Work Department which commissioned the services for the client to ask for their feedback and comments on the services provided.

In addition, every three months the company secretary will contact each client to conduct a short telephone interview to ask a few questions to ensure that each client is satisfied with the services they receive from Unity Care Ltd.

• Unity Care Limited would also like to contact client's representatives or other professionals involved in their well being each year to ask for their views and any feed back they may have on the services being provided to the individual. This would only be undertaken with the permission of each client.
• As part of the Annual Quality Assurance Review staff at Unity Care Ltd will be asked for their comments and feedback on the quality of services we provide for our clients and any suggestions for ways in which we can improve our services for the benefit of both clients and staff. Staff are welcome to put forward suggestions for improvements at any time.