Ambassador, Alex, shares her personal insights at colleague inductions
11 April 2024
Care that puts people first
Clinical governance
Safe, effective care starts with strong clinical governance and a commitment to continually improving what we do.
Our Exemplar Quality Assurance (EQA) framework helps us monitor and improve the quality of care, with a focus on making every day better for the people we support.
94%
Homes rated ‘Good’ or ‘Outstanding’
96%
Homes scored 90%+ in IPC audits
100%
Homes have a Service User Ambassador
How we maintain and improve quality
Our EQA framework brings together the systems and processes we use to monitor quality and safety, learn from what’s happening across our homes, and identify where we can improve.
Together, these key areas reflect what’s important to delivering safe, effective, and person-centred complex care.
Feedback and lived experience help us understand what’s working well and where we can improve.
We listen to the people we support, families, and friends through:
- our Service User Council and co-production
- service user meetings and food forums
- surveys and feedback
- compliments and complaints
- our ‘You said, we did’ approach.
Regular monitoring and review help us maintain the quality and safety of care.
This includes:
- care plan and medication audits
- infection prevention and control
- nutrition and complex respiratory audits
- quality of life reviews
- regulatory monitoring and inspections
- internal quality and operational audits.
For example, our precision-guided care planning uses digital alerts to identify when aspects of a person’s care may need reviewing, supporting earlier action and more proactive clinical oversight.
The right staffing, skills, and support help our teams provide safe, consistent care.
We monitor and support this through:
- staffing levels
- professional registration checks
- robust onboarding and induction
- supervision and development
- colleague feedback and listening sessions.
We identify and respond to risks, learn from incidents, and use that learning to improve care.
This includes:
- monitoring clinical trends
- incident and event reporting
- root cause analysis and lessons learned
- raising concerns and whistleblowing processes.
Good information supports effective decision-making while helping us keep people’s information safe.
Our approach includes:
- information governance
- data protection
- cyber security
- processes for managing access to information.
Ongoing learning helps colleagues build the knowledge and skills they need to provide complex care.
Through the Exemplar Health Care Academy, colleagues can access:
- mandatory and statutory training
- role-essential training, including Exemplar Positive Behaviour Support
- clinical skills training
- continuing professional development
- apprenticeships and leadership development.
What quality means in practice
Quality is about more than meeting standards. It’s about the difference good care makes to someone’s life.
For the people we support, that can mean:
- achieving personal goals
- maintaining and developing independence
- staying well and avoiding unnecessary hospital admissions
- achieving better health and wellbeing
- living a meaningful and fulfilling life.
Our governance processes help us keep care safe, effective, and responsive to each person’s needs.
Shaped by the people we support
The people who live in our homes play an active part in helping us understand what good care looks like and where things could be better.
Through feedback, co-production, and our Service User Council, people help shape positive change across Exemplar Health Care.
Improving dining experiences
Interviewing new colleagues
Contributing to colleague inductions
Trialling new technology
Improving home environments
Sharing lived experience in training
Being an Ambassador helps give other people a voice, as well as myself. We can spot the little things that could be better and help make changes."
See how we're improving care
Our latest Quality Account shares what we’re doing well, what we’ve learned, and how we’re continuing to improve quality and safety across our homes.
