Policy on the monitoring and auditing the quality of services

The Quality Management System (QMS) for Direct Medics applies a succinct method of monitoring and controlling the quality of the company’s processes by means of the procedures outlined in this manual as per the requirements of the ISO 9001:2008 standard for Quality Management Systems.

Quality Procedures

The Quality Management System is implemented using the following procedures:

Monitoring reports - one per month, undertaken by an appointed Monitoring Officer not directly involved in the day-to-day running of the service. The monitoring report will include reference to:
Service users /patients surveyed and summary of their views on the quality of care and support provided by the agency via its candidates;
Staff surveyed and summary of their comments on the standard of care provided;
Accidents/incidents or other untoward events, including restrictive interventions, restraint as defined the DHSS 2005 guidance on restraint;
Key findings from looking at the records of complaints during this month including updates on ongoing complaints;
Recruitment files checked;
CNO Alerts during the monitoring period;
Staff NMC Checks;
Staff misconduct with detail and outcomes;
Staff supervision/appraisal records
Staff training records;
Requirements and recommendations specified in the RQIA’s Quality Improvement Plans;
Commentary on progress made on planned improvements; and
Other improvements planned as a result of observations during monitoring

Management review meetings - one approximately every 6 months. The main objective of the meetings include Improving on the current processes; Annual targets progression, and resource planning.
Annual review: The quality of services provided is evaluated on an annual basis by collating the content of monthly monitoring meetings and involving the comments of key stakeholders including service users and nurses.
Annual internal audit - conducted against the ISO9001:2015 QMS standard requirements, aimed at ensuring that the quality management system is effective, against the requirements of the standard and planned procedures of the QMS. Areas for improvement are identified using non-conformities as triggers for corrective action and subsequent preventive action.
Departmental Quality Targets - financial targets set by the Managing Director annually, and the Recruitment Director in conjunction with the Division Head will create quality objectives that will be based on the pursuit of those financial targets.