As you will be aware, Homecare are audited on a regular basis by our regulatory body, the Regulation and Quality Improvement Authority (RQIA). RQIA want to gain feedback from some clients, so if you wish to speak to the inspectors about the quality of care provided by Homecare, please contact Aine Kelly, Quality Manager on 028 37511333 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it and arrangements will be made for you to speak to the inspector on the day.
At Homecare we are passionate about the quality of the services we provide. Our Quality Department was developed to independently monitor the services provided and ensure our provision met the needs of our Service User’s. The department has a number of roles outlined:
Audits
The departments function is to independently audit each division of the company to ensure compliance with Homecare and regulatory guidelines within the operations, personnel, training, housing and support facilities.
Complaints and Comments
The monitoring of all comments, complaints and suggestions for the company is a key aspect to ensure each complaint raised has been dealt with satisfactorily and effectively. All feedback whether positive or negative is used as a learning curve and formulates the changing policies, procedures and processes in the company.
Regulation and Inspections
An integral component of the Quality Management role is to ensure continued compliance with the Northern Ireland statutory guidelines issued in the Department of Health, Social Services and Public Safety (DHSSPS) Minimum standards and inspected by the Regulation and Quality Improvement Authority (RQIA). In Northern Ireland, RQIA is the independent health and social care regulatory body and encourages continuous improvement in the quality of domiciliary care services through a programme of inspections and reviews.
There are currently no statutory regulations for domiciliary care in the Republic of Ireland however Homecare continue to work to the Minimum Standards within this region. In the Republic of Ireland Homecare are audited by the commissioning body, the Health Service Executive (HSE). In addition as a member of the Irish Private Health Care Association (IPHCA), Homecare nominated to get external audits completed by them, as independent feedback.
In Support Services, the service provision is managed and monitored against a number of Core Service Objectives making up the Quality Assessment Framework. Homecare’s Support Services are independently audited by the commissioning body ‘Supporting People’.
Homecare views all the inspection processes as an opportunity to demonstrate and evidence the quality of the services we provide whilst gaining independent feedback on improvements that could be made to further develop and improve our service.
Satisfaction Surveys
Homecare send out satisfaction surveys on an annual basis to all Service User’s receiving Support Services or Domiciliary Care services. The purpose of the satisfaction surveys is to provide an opportunity to give open and honest feedback to Homecare on the service provision. The surveys are returned and analysed within the quality department and the results are then used to formulate recommendations and benchmark against other organisations in our sector.
Looking to the Future
In order to improve our service we aim to undergo ISO 9001:2008 certification. The certification route will assist in streamlining our processes, maximising efficiencies and ensuring effective service provision for all our Service User’s.
Furthermore we hope to apply for the EFQM Excellence Model which looks at quality provision in the whole organisation from management to service delivery. The completion of these tools will assist us to assess where we are as a company and help us steer continuous improvement in our organisation.
Complaints, Comments & Compliments
You Have Every Right to Complain
We welcome your comments, complaints and compliments and use them to improve the quality of our service. If things go wrong we want you to tell us so we can put things right.
If we do something well, it also helps to know so that we can maintain a good quality service.
How to Comment/Complain?
You can contact your Project Worker or Senior Project Worker with any complaints, comments or compliments.
You can also contact Homecare Independent Living by telephone on 028 3751 1333 and ask for the Quality Manager.
Alternatively, you can email at:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
or write to:
The Quality Manager
Homecare Independent Living
Callan House
Hill Street
Milford
Co. Armagh
N. Ireland BT60 3NZ
Statement of Purpose
