Policy on quality improvement

The overarching quality standard to be met by Direct Medics is the specification of its contracts with various NHS organisations. The company holds ISO 9001:2015 certification alongside REC and NRF memberships and its service is maintained in adherence with this, and inspection reports generated by the Regulation and Quality Improvement Authority. An ongoing series of management procedures and continual improvement measures take place at a senior level within the company including:

Quality targets for each team: for example, targets for Compliance staff are monitored on their handling of new registrants and other staff available for locum work. Targets for each team are reviewed quarterly with results contributing to performance management.
Monthly management meetings at which a summary is provided by each member of the management team as to quality targets and progress on business improvements are discussed alongside operational matters.
Quarterly reviews against company Quality Objectives which review the targets for the previous quarter, areas for development and planned improvements for the following quarter.
Quarterly management reviews which take the findings for the preceding quarter reviews.
Annual internal audit of each of the company’s departments against ISO 9001:2015 by the company’s BSI-qualified Internal Auditor, supported by an Assistant Auditor.
Annual external audit of the company by BSI for ISO 9001:2015 re-certification.
Monitoring Report – one per month, undertaken by a nominated Monitoring Officer and shared with stakeholders including the Nurse Manager, Registered Owner, Recruitment Manager and Compliance Manager. The monitoring meeting includes a review of the previous month’s performance using indicators including:

Staff surveyed and a summary of views
Service users surveyed and a summary of their views
Key findings from records of complaints
Recruitment files checked
CNO Alerts during the monitoring period
Audit of Staff NMC Checks
Training records audited
Requirements and recommendations specified in the RQIA’s Quality Improvement
Plans, and commentary on progress made on planned improvements

The quality control systems of Direct Medics are in accordance with ISO accreditation with systems aimed at assuring that risk is minimised for the company’s clients. Ongoing improvement is achieved via review of company documents, processes and training materials in line with service specifications, and refresher training provided as an ongoing programme overseen by team leaders. The company’s quality control systems focus on both legal compliance and excellent customer service for healthcare workers; processes in place include the following:

All healthcare workers are assigned a Compliance Officer to advise on documents and a Recruitment Consultant to advise on opportunities according to skills.
Regular communication takes place to ensure compliance and to meet client needs.
System alerts to Compliance staff about outstanding documentation and reference reports or items due for renewal are embedded in the company’s bespoke software.
Post-booking checks by senior management with failure to adhere to protocols treated under the company’s disciplinary procedure.
Regular document checks during assignment and advice to current workers on same.
Monthly audits: results are examined to identify any training needs and to commend those who meet the requirements.