Quality
1. Policy Statement - Quality
1.1 Turning Point Scotland's commitment to quality is evidenced through our approach to continuous improvement and service user involvement across the range of services we provide.
1.2 We uphold these principles by ensuring the effective implementation and review of our policies and procedures.
1.3 We do this using a combination of rigorous internal self- assessment and audit processes, as well as external validation of quality by outside agencies.
2. TPS - Internal Quality Processes
2.1 Recovery and Person Centred Working
Our commitment to involving service users and "making services fit people" is a key element of our approach in delivering quality services.
We actively promote a recovery or person centred approach in working with and supporting service users. We encourage people to make choices and decisions about their own lives to give them as much control as possible over their daily living and future aspirations and goals. This information is fully reflected in a service user's support plan.
2.2 Monitoring Outcomes for Service Users
We have a comprehensive web enabled database that records service user information during their involvement with our services and importantly measures service user outcomes. Each key service user group such as learning disability, mental health or substance misuse has an outcome monitoring framework, which enables us to map over time, a service user's progress in meeting the outcomes they are seeking to achieve. Where possible this is undertaken directly by service users themselves with support staff.
The database is operational across all services and allows us to effectively review and compare the impact of TPS services, and assess the most successful types of support in achieving positive outcomes for service users.
We use this information to improve services by looking at different models of service design and transfer this learning across the organisation.
2.3 Impaqt Self Assessment
Each year, TPS services complete a comprehensive evidence based self assessment tool called Impaqt. This has two main areas - service delivery and service management each with 7 quality themes. Service delivery follows the individual's care journey, and includes specific questions on service user involvement. The tool is referenced against national care standards and is fully compatible with the Care Commission's new grading framework.
Each service uses the process to identify strengths and areas for improvement from which they develop a wider service improvement plan. The TPS Quality and Audit Manager monitors the overall process and identifies areas of learning and improvement to share across the organisation. We present all results to the Board, Senior Management, specialist forums and individual services.
2.4 Financial Monitoring
TPS finance staff undertake monthly financial monitoring of service expenditure ensuring we regularly review and monitor resources. Should a service develop any financial issues, we have an established procedure to manage the process and report it through the Executive Management Team and Board.
2.5 Audit Framework
The design of our audit programme makes sure we meet the desired outcomes from our policies and procedures and address areas of potential risk. There is a comprehensive health and safety audit process for all services containing a monthly and annual return, which is reviewed each month by the Executive Management Team and progress updates provided to the Board.
Service user finance and service management finance audits are also undertaken in every service at different intervals during the financial year, which are reported through operations managers and the board.
Other examples include audits of team meetings and supervision, and core areas of work with service users on case recording, risk assessment and risk management. We feel this activity is essential in maintaining our reassurance of the high standards of practice in which we engage with service users.
TPS also has an Audit Committee, which is a formal sub committee of the TPS Board. The Audit Committee monitors and approves the overall audit programme. We feed back improvement activity from all our audits to services for them to implement locally as required and to assist them with their own service development and improvement.
2.6 Good Practice Guides
TPS provides a range of good practice guides for services to use on a wide range of quality matters such as questionnaire design, service user and stakeholder involvement, managing complaints and research protocols.
3. TPS External Quality Processes
3.1 Care Commission
Turning Point Scotland welcomes the external focus of inspection provided by the Care Commission, which enables us to further improve our services. We have a clear process in place under the control of the Senior Operation's Manager to make sure we follow up any recommendations, requirements or development areas in individual services. The Chief Executive reports the outcome of all Care Commission inspections to the Board.
3.2 Social Work Inspection Agency
In 2007, Turning Point Scotland became the first voluntary organisation to be reviewed by the Social Work Inspection Agency (SWIA). The review examined evidence against four principles of good governance: openness, integrity, accountability and leadership. Using SWIA‘s grading structure Turning Point Scotland rated as good, very good, very good and good when evaluated in these areas. We review progress on our improvement plan following this inspection at Board level every six months.
3.3 Investors in People and Health at Work
Turning Point Scotland has been and remains fully accredited with Investors in People status for over ten years. We commit to developing and training our staff as a key resource for the organisation and also hold the Bronze award for Healthy Working Lives.
3.4 EFQM/Business Excellence Model
TPS use EFQM principles as an overarching guide for managing the quality of our organisation and currently hold the Committed 2 Excellence award. Our self-assessment tool Impaqt, was identified as an "excellent piece of practice with clear mechanisms in place to ensure it is effective" during the external validation report by Quality Scotland in June 2008.
3.5 Voluntary Sector Network
Turning Point Scotland plays an active role in the Voluntary Sector Quality Network, which was established in 2004. The organisation was awarded the Ambassadors for Excellence Award from Quality Scotland for our contribution to the work of the network over that period.
