We measure our success informally and formally. We constantly ask ourselves ‘what does good look like?’ for the projects we are working on. We listen to the people we support, their families and to 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.
Formally, we are regulated by the Care Quality Commission and by the Tenants Services Authority, and we 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 are 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.
Staff management
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
Audits
Dimensions Compliance team will undertake regular compliance audits of the services. Also we employ 5 people with learning disabilities (experts by experience) within our Quality and Compliance Team to undertake Quality Audits following the Reach II standards.
Complaints
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.
