Quality care you can trust
In the ever-evolving world of healthcare, we’re constantly looking at ways we ensure excellence, enhance quality and improve safety.
Our quality assurance strategy, Exemplar Quality Assurance framework, and integrated governance structure work together to make sure quality and safety are prioritised, implemented, and continuously improved.
By integrating these systems, we not only meet regulatory standards but exceed them, ensuring exceptional care and outcomes for those we support.
How we’re improving quality
Our quality assurance strategy is built around the voices and views of our service users.
This fosters a culture of listening, learning, and continuously improving our offer in line with the needs of those we support.
Four key themes define our priorities for ensuring and enhancing quality.
Together, they shape our commitment to providing the highest standards of care.
Clinical excellence
Providing exceptional care for adults living with complex needs.
Sustainable quality through capability
Strengthening capability through ongoing training and development.
Digital transformation
Enhancing quality through data-driven insights and innovation.
Responsiveness
Adapting to evolving regulations and changing funder requirements.
How we monitor, evaluate, and improve
Through the Exemplar Quality Assurance framework, we have a consistent approach to track, assess and advance our service quality.
The framework’s seven sections outline audit cycles, feedback loops, processes, tools, and methodologies used across the organisation.
Pillar one: service user experience
Pillar one: service user experience includes:
life skills toolkit
Service User Council
community engagement toolkit
co-production
you said, we did - compliments, complaints and feedback
service user and families and friends annual survey
service user meetings
families and friends meetings.
Pillar two: clinical effectiveness
Pillar two: clinical effectiveness includes:
external regulatory performance and quality monitoring
internal audits including annual comprehensive audits, digital performance reviews, and regional director reviews
quality audits such as care plan, medication, and nutrition audits
operational audits such as night visit and first impressions audits
catering and housekeeping audits
health and safety audits
home meetings such as daily unit and home huddles, home manager walk rounds, and heads of departments meetings.
Pillar three: effective staffing
Pillar three: effective staffing includes:
celebrations and achievements such as employee of the month and long service awards
safe staffing processes such as absence management and registered professional PIN checks
onboarding and induction processes such as company welcome inductions, role-specific inductions, the buddy process, and probation reviews
colleague feedback processes such as colleague surveys, team meetings, and listening sessions.
Pillar four: risk management
Pillar four: risk management includes:
trend analysis
incident reporting and response processes such as root cause analysis, lessons learned, safeguarding and CQC investigations, and risk registers.
Pillar five: data and information governance
Pillar five: data and information governance includes:
processes to manage risks such as data breaches and cyber security risks
processes to manage information such as subject access requests and freedom of information requests.
Pillar six: the Exemplar Health Care Academy
Pillar six: the Exemplar Health Care Academy includes:
mandatory and statutory training
role-essential training
Exemplar Positive Behaviour Support training
clinical skills training
leadership pathway programmes
role enhancement training such as CPD, apprenticeships, and colleague forums.
Pillar seven: continuous improvement
Pillar seven: continuous improvement includes:
change initatives
improvement workshops
best practice case studies
performance pentagon.
Our integrated governance structure makes sure we are open and answerable to all decision-making and quality assurance, at all levels of Exemplar Health Care.
Led by our board, the structure outlines the organisational hierarchy, roles, and committees responsible for overseeing, implementing, and ensuring accountability for quality, safety, and compliance.
In the home
Daily unit huddles
Daily home huddles
Period heads of departments meeting
Monthly clinical governance meeting
Quarterly team meetings
Quarterly listening sessions
Quarterly health and safety meetings
Clinical
Quarterly clinical governance meetings
Bi-annual clinical nurse manager forums
Period clinical heads of departments meetings
Service users, families and friends
Monthly service user meetings
Bi-monthly families and friends meetings
Bi-monthly service user council meetings
Quarterly service user voice working group meetings
Operations
Period regional director reviews
Quarterly regional clinical governance meetings
Executive Team
Weekly Executive Team meetings
Quarterly business reviews
Legal
Raising concerns committee reviews
Bi-monthly information governance committee meetings
An annual overview of progress
Our ‘Quality account’ is a detailed overview of key performance indicators, initiatives, and achievements aimed at enhancing care quality, safety, and the wellbeing of those we support.
Based on five themes, the account shares progress made over the past year and gives an insight into priorities for the year ahead.
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