Quality Assurance Officer

7 months ago

Ormskirk, United Kingdom Home Instead Full time

Company Description

Home Instead is an award-winning, North West based franchise business, specialising in providing the highest quality of care to adult in the comfort of their own homes. We are proud recipients of many national awards including the Queen’s Award for Enterprise (Innovation the Princess Royal Training Awards. We are the only homecare provider to have been awarded such honours. Renowned for our high-quality home care, we are the only franchise to have over 65 CQC, the care regulator for England, Outstanding ratings as well as achieving similar high standards in all other parts of the UK.

Our focus is on client service and we understand that by delivering exceptional service, and doing what we do well, then the commercial rewards should follow. Our mission is to become the UK’s most admired care company and we aim to change the face of ageing, across the UK. This is where you come in.

**Job Description**:
The Quality Assurance Officer is expected to perform a variety of duties to ensure the delivery of services to clients is of the highest quality, ensuring client’s needs are met through assessment, preparation and evaluation of care plans and needs assessments, whilst supporting and developing a team of care professionals to deliver outstanding, person centered, flexible, efficient, and reliable services to our clients at all times. The Quality Assurance Officer is also responsible for developing and maintaining positive relationships with clients through quality assurance (QA) structures.

**Primary Responsibilities**

As part of your senior role, you will be required to
- Monitor and supervise the provision of care for our clients through existing quality assurance processes in line with current policies and procedures.
- Implement quality control procedures and processes to ensure the organisation achieves the required level of compliance at all times.
- Liaise with families and health care professionals.
- Be continually responsive to the changing needs of our clients, ensuring the care pros are informed of any changes.
- To complete audits as required in order to quality assure the service. Findings to be reported to management.
- Conduct / participate in investigations as required.
- Participate in internal and external audits.
- Use digital technology including Access Care Planning, People Planner, IQ Timecard, filestar.
- Attend internal and external meetings.
- Produce highly detailed outcome base, person-centred care plans.
- Be involved in the training and development of staff.
- Provide support to the Deputy Care Manger.
- Answer the telephone in a professional, friendly, and knowledgeable manner.
- Maintain confidentiality.
- To work together with the scheduler to ensure an appropriate care professional is matched to the needs of the client at all times.
- Assist the scheduler to allocate unassigned calls to ensure that all clients receive the care they need.
- To provide cover and deliver care as required when visits cannot be assigned.
- Supervise the work of care professionals to ensure they are meeting their responsibilities to the required standards and receive all necessary training and development.
- Develop and maintain good working relationships with care professionals and provide support and advice to ensure continuing harmonious working relationships whilst liaising with management.
- Ensure all staff work within the company health and safety requirements and compliance with relevant CQC and company policy and procedures.
- Maintain accurate and up to date records and documentation.
- To provide accurate information to the managers regarding changes in client health or circumstances which may alter or deter the risk assessments or care plans from being carried out.
- To monitor client documentation within the client care records and report to the Deputy Care Manager any findings.
- Monitor the progress of new care professionals during their introductory period.
- Ensuring that all documentation is maintained both in the client care records and on the electronic system.
- Be part of the on-call rota.
- This list is not exhaustive and may require ad hoc duties to support the business.

**Secondary Responsibilities**
- Reflect the core values of Home Instead West Lancashire & Chorley
- To act as a positive role model and ambassador for Home Instead West Lancashire & Chorley
- Liaise with the Home Instead Senior Team and other colleagues providing care to the client.
- Provide flexible cover for colleagues in the event of holiday, sickness, or unforeseen absences.
- Conduct client care consultations when required.
- Complete and submit to the management daily handovers.
- Any accidents / incidents should be reported to the Home Instead Senior Team promptly.
- Co-operate in the investigation of complaints, incidents, accidents and near misses in accordance with Home Instead West Lancashire & Chorley’s procedures.
- To ensure that the Health and Safety at Work Ac

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