We measure our success in providing support for people with learning disabilities informally and formally.
What does good look like?
We always ask ourselves ‘what does good look like?’. We listen to the people we support, their families and our employees and partners and this is reflected in our business planning and used to measure our success.
We have won awards for our work on personalisation, and for our governance structure.
Our regulation and standards
We are regulated by the Care Quality Commission and by the Homes and Communities Agency, and comply with the standards they expect.
We have also developed our own standards to reflect the requirements of our regulators and to enhance service provision.
There are a number of areas that underpin the quality of our services but fundamentally it is our person-centred approach to all the people we work with that makes us different.
To make sure we are delivering the best possible support we have a Quality and Compliance team, a Better Practice team and a Performance Improvement team to work alongside our operational staff.
How we measure satisfaction
We undertake a regular customer satisfaction with the people we support. Our most recent customer satisfaction survey achieved a return rate of 46% nationally. We measure staff satisfaction every 2 years through an employee survey and we act on what we learn from this to improve the way we work.
We also monitor families and relatives views about us. Find out about our most recent family survey.
All of our staff are supervised and have an annual appraisal, during which their performance and competence is reviewed, in line with our competency framework
Dimensions Compliance team will undertake regular compliance audits of the services. Also we employ 3 people with learning disabilities (experts by experience) within our Quality and Compliance Team to undertake Quality Audits following the Reach II standards.
Complaints, compliments and feedback
We operate a comprehensive written complaints process, details of which are available to people we support as an accessible document or audio version. Tell us what you think.
We are constantly monitoring and evaluating how we are doing, and seeking to improve – always by putting the people we support at the heart of what we do.