Quality Assurance

Commitment to Quality

Our priority is the wellbeing of our residents. To that end, we have established a multifaceted, quality-focused system to improve upon the standards of our care continuously and proactively.

Weekly Visits

Our compliance manager has a wealth of experience and expertise in social care compliance and is committed to visiting Dover House at least once per week. During these visits, the Compliance Manager will pay close attention to the care being given and use these insights to give constructive feedback to our Home Manager.

Equipped with our digitised Compliance Assessment tool, the manager can evidence their observations in the moment as they inspect the Home. These recorded observations can then be used to determine any necessary actions that the Manager may need to take moving forward.

Weekly Compliance Meetings, involving Mangers and the Owner, set out actions to address areas for improvement.

Real Time Compliance Management

Our Managers and Nurses are supported with Compliance Dashboards. Data is streamed from all our systems into a user-friendly dashboard, giving a comprehensive view of the standard of care in real-time. We also incorporate the qualitative judgments of our Compliance Manager, to supplement these quantitative metrics with human insight.

Our automated compliance dashboards free managers and nurses from paperwork and reporting, enabling them to focus on delivering excellent care.

Network of Buddies

We ensure that our staff are given the training they need to provide excellent care. We have implemented a ‘buddy’ system which involves picking outstanding individuals to lead by example for new starters as well as individuals who might need a bit of extra guidance.

Our buddies are led and trained by our experienced Training Manager who visits Dover House on a frequent basis to train our buddies, supporting them with a high level of expertise about delivering relationship-centred care.

Customer Satisfaction Surveys

Paramount in our approach to care are the views and concerns of our residents and their relatives. With this in mind, everyone who visits the Home is given the opportunity to give feedback after their visit. This feedback is automatically visualised in our Compliance Dashboards and reviewed by the Manager.

We also hold Customer Satisfaction Surveys twice a year by a specialist independent research organisation. Views regarding the standard of care are ascertained anonymously and audited for comparison with other care homes. Suggested areas for improvement are compiled so that an improvement plan can be implemented.

Care Plan Reviews

In addition to the daily reporting by carers in each resident’s care plan, a monthly review of all care plans is undertaken by the Home Manager, as well as when needed on an individual basis.

Complaints Procedure

At Dover House, an “open door” policy is held by our Home Manager. View our complaints procedure below.

P43 Handling Processing Complaints