At Integrative Supported Living Care Ltd, we believe that good care should never stand still.
We are committed to continuously improving the quality, safety and experience of the care and support we provide to people in their own homes and in supported living settings.
Our aim is simple: to listen to the people we support, learn from their experiences and use their feedback to make our services better.
This Service Improvement Corner is our way of keeping clients, families, representatives and other stakeholders informed about the improvements we are making.
We will update this page regularly so that you can see what we have learned, what we have changed and what we are working on next.
We regularly review feedback from people who use our services, relatives and representatives, care staff, professionals, complaints, compliments, incidents, audits, care reviews and other quality-monitoring activities.
Where we identify something that could be done better, we take action, monitor the results and share the learning with the relevant people.
Our improvement work focuses particularly on:
We want people to feel that their voice matters.
We encourage clients and their families to tell us what is working well and where they think we could do better. Feedback can be provided during care reviews, meetings, telephone conversations, surveys, visits or directly to members of our management team.
We use this feedback to identify improvements and ensure that care remains person-centred.
We are continuing to strengthen communication between the people we support, their families, care staff and management.
We want important information to be shared promptly, accurately and respectfully, while maintaining confidentiality and privacy.
We continue to review care and support plans to make sure they reflect people’s current needs, wishes, preferences, choices, abilities and goals.
As people’s circumstances change, their care should change with them.
Safety remains one of our highest priorities.
We continue to monitor safeguarding, risk management, medication, infection prevention and control, accidents and incidents, staff practice and other areas of safety.
Where an incident or concern identifies an opportunity to improve, we review what happened, identify learning and take appropriate action.
Good care depends on skilled, knowledgeable and compassionate staff.
We continue to monitor staff training, induction, supervision, competency and ongoing professional development so that our workforce has the knowledge and skills needed to provide safe, effective and person-centred support.
We want people to feel confident to speak up.
A complaint or concern is not simply something to be dealt with and closed. It can provide valuable information about how we can improve.
We therefore use complaints, concerns, compliments and other feedback to identify trends, learn lessons and improve our services.
Our managers undertake regular quality checks and reviews to identify areas where the service is performing well and areas where further improvement may be required.
Where an improvement is identified, appropriate actions are recorded, allocated and monitored.
We are committed to ensuring that improvements are not only introduced but are also checked to see whether they are making a positive difference.
Our continuous improvement programme currently focuses on:
Your feedback is important to us.
If you are receiving care from Integrative Supported Living Care Ltd, or you are a relative, representative or professional involved in someone’s care, please tell us what you think.
You can raise a concern, make a complaint, provide a compliment or simply give us a suggestion for improvement.
Every piece of feedback helps us understand people’s experiences and identify opportunities to make our services better.
We will update this Service Improvement Corner every quarter.
Each update will tell you:
What we heard – feedback, suggestions, concerns and learning.
What we did – the action we took in response.
What changed – the improvement we made or the difference we are seeing.
What happens next – further improvements we are continuing to work on.
We believe that transparency, openness and listening are essential to providing high-quality care.
Our commitment is therefore:
You Said. We Listened. We Acted. We Improved.
And we will continue listening.
Integrative Supported Living Care Ltd
Committed to safe, effective, compassionate, responsive and well-led care.
This Service Improvement Corner is reviewed and updated quarterly.
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