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’ and cared for’s needs; ensuring 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) silver award in February 2020. Investors in People is a standard for people management, and it is an accreditation to organisations that adhere to the Investors in People standard. They focus on three key principles: leading, supporting and improving.

In 2020 Carers Trust Heart of England has been shortlisted for the Great British Care Award, The Care Employer Award – West Midlands. Our Community Liaison Officer has also been shortlisted for the Care Assessor / Care Planner of the year. As well as this our CEO has been nominated for the Outstanding Contribution to Social Care award.  

Care Quality Commission (CQC)

Carers Trust Heart of England’s most recent CQC key inspection found that our services met all CQC Fundamental Standards and as a provider we are compliant with the regulations. 

See the inspector’s report following their latest inspection.

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.

We have a bespoke training programme, for all of our employees, with all of our Care Support Workers undertaking the Care Certificate, which forms part of our robust induction programme, defining knowledge, skills and behaviours to meet their role. 

Prior to being offered a position the following the following are required :

• An enhanced criminal records check through the Disclosure and Barring Service (DBS) and Protection of Vulnerable Adults (POVA) screening, where it is a requirement for their position. 
• Proof of right to work in the UK 
• Proof of qualifications
• References, including Social Care experience

New staff undertake an extensive induction programme and mentor shadowing, followed by ongoing training, regular one-to-one supervision, observations 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 Regulated Care services annually to determine the quality and appropriateness of the services being provided. These visits also enable us to amend and support with any changes quickly and efficiently.

A questionnaire is shared with our carers and cared-fors’ at the point of service. This allows carers the opportunity to share their thoughts about the services being provided and how we can improve the service in the future to continue to meet their changing needs and maintain our quality. The results of which are published in our Annual Review and are used to plan future training and development programmes. Our findings are also shared with our regulators and funders. 

Carers Voice

Carers Voice Coventry and Warwickshire is a user-led forum providing the independent voice of carers. Its vision is to ensure that unpaid carers are valued, recognised, and supported: with equal access to a good quality of life that is not prejudiced by their caring life. Through partnership-working, we ensure the voice of our carers is heard and listened to. 

Being apart of the carers group allows you further opportunity to share your thoughts and ideas on how services should be designed and delivered, ensuring carers needs and interests are being reflected in the changes being made. 

For further information about Carers Voice please contact: Carers.Voice@carerstrusthofe.org.uk

Quality Assurance Frameworks

All our Quality Assurance Frameworks were co-created with Carers and staff, setting out clear expectations for delivering a quality service across all departments.

All frameworks are focused on the Carer and the Cared For, ensuring their needs and expectations are met to the highest standard. 

As part of the frameworks, internal monitoring through audits is undertaken. Frameworks are reviewed annually or sooner should the need arise to ensure any changes in regulations and legislations are adhered to.