Quality assurance and contract monitoring

Our Markets and Performance team works with our providers and the Care Quality Commission (CQC) to oversee and support the raising of quality and service delivery standards.

To do this, they:

  • manage and monitor contracts to enable you to improve quality through an agreed quality management performance framework
  • provide a named quality assurance officer to support you, this includes assisting with any queries you may have relating to performance management of the contract and the use of our quality assurance resource tool to help improve services
  • develop positive working relationships and work with key stakeholders to ensure quality services are provided
  • provide a forum to assess the market and the potential impact of national and local initiatives through regular meetings with providers
  • continue to develop the range and quality of services on offer at a local level

What we do

The Care Quality Monitoring Team work with all care providers. We complete quality assurance reviews and report on the findings.

A quality assurance review provides care and support services with an impartial look at their business. This provides the Council with assurance on quality and care within services.

The use a 'risk-based' approach to prioritise and focus work with providers.

Provider quality feedback

The Care Quality Monitoring Team receives feedback about services from a variety of sources.

All compliments or concerns about a care service are reviewed by the team, who will:

  • log complaints and concerns for future reference
  • provide advice and guidance
  • focus on site support
  • work with partners to provide tailored support
  • acknowledge and share positive feedback  

Safeguarding adults

The Care Quality Monitoring Team supports the safeguarding adults process. We work with providers where there are concerns. For more information, or if you have a concern, please see our Safeguarding Adults pages.