Quality Standards

We want to be recognised for offering the best quality services for carers and supporting those they care for

Quality is essential. By this we mean we must: deliver a range of services which meet carers’ needs; ensure a highly trained and motivated staff team; and achieve internal and external quality assurance standards using committed and satisfied staff and trustees. Everyone involved with the organisation must be valued and treated with respect.

Quality recognition

As a testament to all the measures we undertake, Carers Trust Heart of England achieved an Investors in People (IIP) award and the maximum Level 3 in the Crossroads Care Quality Evaluation standard (CROQUET) which is based on Practical Quality Assurance System for Small Organisations (PQASSO).

Care Quality Commission (CQC)

Carers Trust Heart of England’s most recent CQC key inspection found that our services met all CQC National Standards and as a provider we are compliant with the regulations. This took place on the 10th and 11th of October 2018 for our Queen Victoria Road office and on the 28th November for Lawford Road.

The reports of our most recent inspections can be downloaded below.

Training and development

Our care support staff are our biggest asset and are what Carers Trust Heart of England is all about – well trained, dedicated and carefully recruited to provide efficient, empathetic and supportive services to all customers.
Prior to being offered a position, successful candidates are subject to an enhanced criminal records check through the Disclosure and Barring Service (DBS) and Protection of Vulnerable Adults (POVA) screening.

New staff undertake an extensive induction programme and mentor shadowing, followed by ongoing training, regular one-to-one supervision and annual appraisals which ensure they retain, maintain and develop their caring skills.

Service evaluation

Senior members of staff visit the people who use our services twice a year to determine the quality and appropriateness of the services being provided. These visits also enable us to resolve any problems or concerns quickly and efficiently.

Our annual questionnaires enable people we support to give feedback on their service, the results of which are published in our Annual Review and are used to plan future training and development programmes.