Policies & Procedures
Quality Assurance Framework Policy v2.0
Quality Assurance Framework Policy
Policy Lead Mrs. Tavleen Sharma - Registered Manager
Version No. 2.0
Date of issue May 2026
Date to be reviewed May 2027
Purpose:
VCare Consultancy Services Limited (“VCare”) is committed to delivering safe, effective, responsive, caring and well-led services that promote dignity, independence, wellbeing and positive outcomes for service users.
The purpose of this Quality Assurance Framework (“QAF”) is to:
- establish robust governance and quality monitoring arrangements;
- support continuous improvement;
- ensure compliance with CQC standards and local authority expectations;
- monitor safety, effectiveness and service quality;
- identify risks and learning opportunities;
- ensure accountability and transparency;
- support person-centred and outcome-focused care.
This framework is aligned with:
- Health and Social Care Act 2008 (Regulated Activities) Regulations 2014;
- CQC Fundamental Standards;
- Care Act 2014;
- South Gloucestershire Council quality and commissioning expectations;
- Skills for Care guidance;
- safeguarding and governance best practice.
Quality Vision and Objectives
VCare aims to provide:
- safe and effective care;
- person-centred support;
- dignified and respectful services;
- outcome-focused support;
- responsive and flexible care;
- strong safeguarding practices;
- skilled and supported staff;
- community-connected support;
- partnership-based working.
The objectives of this framework are to:
- continuously improve service quality;
- reduce risks and incidents;
- ensure regulatory compliance;
- improve service user experience and outcomes;
- strengthen workforce competency and governance;
- support learning and accountability.
Governance Structure
Directors / Senior Management: Responsible for:
- strategic oversight;
- governance monitoring;
- quality improvement planning;
- compliance oversight;
- risk management;
- safeguarding leadership.
Registered Manager: Responsible for:
- operational quality monitoring;
- audits and inspections;
- supervision and competency oversight;
- complaints and incident management;
- safeguarding oversight;
- action plan implementation.
Coordinators / Supervisors: Responsible for:
- day-to-day quality monitoring;
- spot checks;
- supervision;
- documentation reviews;
- escalation of concerns.
Employees: Responsible for:
- safe and professional practice;
- compliance with policies and procedures;
- reporting concerns;
- participating in audits and improvement activities.
Quality Assurance Principles
VCare’s quality assurance approach is based on:
- person-centred care;
- safeguarding;
- openness and transparency;
- learning culture;
- accountability;
- continuous improvement;
- evidence-based practice;
- partnership working;
- equality and inclusion.
Quality Monitoring Activities
VCare will undertake regular monitoring activities including:
Care Plan Audits
Monitoring:
- person-centred content;
- risk assessments;
- review dates;
- outcomes and goals;
- consent and capacity documentation.
MAR and Medication Audits
Monitoring:
- medication administration records;
- omissions and errors;
- competency compliance;
- PRN documentation.
Spot Checks
Observations of:
- staff professionalism;
- dignity and respect;
- infection prevention and control;
- moving and handling;
- communication;
- documentation;
- medication support.
Supervision and Appraisal Monitoring
Monitoring:
- supervision compliance;
- competency concerns;
- development needs;
- wellbeing support.
Training Compliance Monitoring
Monitoring:
- mandatory training;
- refresher compliance;
- competency assessments.
Incident and Accident Monitoring
Monitoring:
- trends;
- root causes;
- lessons learned;
- safeguarding risks.
Complaints and Feedback Monitoring
Monitoring:
- complaint themes;
- response times;
- lessons learned;
- satisfaction trends.
Service User Reviews
Monitoring:
- satisfaction;
- outcomes;
- wellbeing;
- changing needs.
Service User and Family Feedback
VCare values feedback from:
- service users;
- families;
- advocates;
- healthcare professionals;
- commissioners.
Feedback may be gathered through:
- reviews;
- surveys;
- telephone calls;
- spot checks;
- complaints and compliments;
- care reviews.
Feedback will inform:
- service improvements;
- training;
- governance reviews;
- quality improvement plans.
Outcome Monitoring
VCare will monitor outcomes relating to:
- wellbeing;
- independence;
- social engagement;
- emotional wellbeing;
- safety;
- hospital admissions;
- safeguarding;
- service user satisfaction.
Outcome monitoring may include:
- review discussions;
- observations;
- care records;
- professional feedback;
- family feedback.
Safeguarding and Risk Management
Safeguarding is central to quality assurance.
VCare will:
- monitor safeguarding concerns;
- review incidents and trends;
- escalate concerns appropriately;
- undertake risk assessments;
- implement safeguarding action plans;
- cooperate with investigations.
Risks monitored may include:
- medication risks;
- falls;
- moving and handling;
- staffing;
- infection risks;
- lone working;
- service continuity.
Workforce Quality Assurance
VCare will monitor workforce quality through:
- recruitment checks;
- supervision;
- appraisals;
- competency assessments;
- spot checks;
- disciplinary processes;
- training compliance;
- attendance monitoring.
VCare aims to ensure staff demonstrate:
- compassion;
- professionalism;
- safeguarding awareness;
- person-centred practice;
- accountability.
Audit Programme
VCare will maintain an annual audit programme covering:
- medication management;
- care planning;
- documentation;
- infection prevention and control;
- health and safety;
- safeguarding;
- complaints;
- staff files;
- training compliance;
- service user feedback.
Audit findings will:
- identify risks;
- identify good practice;
- support action planning;
- inform governance reviews.
Incident Management and Learning
VCare will investigate:
- accidents;
- incidents;
- near misses;
- safeguarding concerns;
- medication errors;
- complaints.
Investigations may include:
- root cause analysis;
- action planning;
- staff supervision;
- policy review;
- training review.
Learning will be shared appropriately to support improvement.
Continuous Improvement
VCare is committed to continuous improvement.
Improvement activities may include:
- policy reviews;
- additional training;
- governance meetings;
- service redesign;
- supervision and reflective practice;
- stakeholder engagement.
Quality improvement plans will:
- identify actions;
- assign responsibilities;
- set review dates;
- monitor progress.
Equality, Diversity and Inclusion
VCare will ensure quality assurance processes promote:
- equality of opportunity;
- dignity and respect;
- accessible services;
- culturally sensitive care;
- anti-discriminatory practice.
Reasonable adjustments will be made where appropriate.
Information Governance and Confidentiality
Quality assurance records and information will be managed in accordance with:
- UK GDPR;
- Data Protection Act 2018;
- confidentiality obligations.
Records will be:
- accurate;
- secure;
- contemporaneous;
- accessible to authorised personnel only.
Partnership Working
VCare recognises the importance of collaborative working with:
- South Gloucestershire Council;
- social workers;
- safeguarding teams;
- GPs;
- district nurses;
- occupational therapists;
- community health teams;
- VCSE organisations;
- families and advocates.
VCare will contribute positively to multidisciplinary and partnership working arrangements.
Regulatory Compliance
VCare will monitor compliance with:
- CQC regulations;
- safeguarding responsibilities;
- contractual obligations;
- local authority requirements;
- employment legislation;
- health and safety legislation.
Regulatory inspections and feedback will inform quality improvement activity.
Governance Meetings
VCare will undertake governance and quality meetings to review:
- audits;
- incidents;
- complaints;
- safeguarding concerns;
- staffing;
- training compliance;
- action plans;
- service improvements.
Minutes and actions will be recorded.
Related Policies
This framework should be read alongside:
- Safeguarding Policy
- Medication Policy
- Recruitment Policy
- Supervision and Appraisal Policy
- Complaints Policy
- Infection Prevention and Control Policy
- Equality and Diversity Policy
- Health and Safety Policy
- Business Continuity Policy
- GDPR and Confidentiality Policy
Monitoring and Review
This framework will be:
- reviewed annually;
- reviewed following incidents or regulatory change;
- updated following CQC or commissioner feedback.
Compliance will be monitored through:
- governance reviews;
- audits;
- supervision;
- quality meetings;
- action plan monitoring.