ELEMENT FOUR: CONTINUOUS QUALITY IMPROVEMENT Improvement Criteria What This Might Mean Prompts Evidence Available RAG Plan Reference 4.1 The organisation Managers and staff are able to How do you measure and X X X explain and give measurable evaluate the IAG service(s) measures and examples of the extent to against its stated objectives? evaluates the service which the aims and objectives Who, when, how etc. have been met. Managers To what extent is service against its stated aims and staff can describe how all delivery meeting its aims and and objectives and aspects of the service(s) are objectives? reviewed against the What examples are of identifies measurable aims and recently measured improvements improvements. objectives including in the IAG service(s)? promotion/engagement, service delivery, resources, leadership/management. 4.2 The organisation Managers, staff and where What client outcomes do X X X appropriate clients are able to you measure and how do you do monitors and describe and give examples of this? evaluates client how client outcomes are used What difference has the to improve the service(s). service(s) made to individuals? outcomes to support How do use and improve service measurements to improve the IAG service(s)? delivery. What examples can you share of improvements? 4.3 The organisation Managers and are able to What other forms of X X x explain how all forms of feedback do you use to evaluate evaluates feedback on feedback and evaluation IAG service strengths and areas the service to build information are used to for improvement? establish areas of strength and What is your feedback upon its strengths and areas for improvement. Clients telling you? addresses any areas are aware of who to contact What are you doing with with a compliment, comment it? for improvement. or complaint and the process What lessons have you the organisation will follow in learnt from feedback? dealing with them. Managers What improvements have and staff are able to explain you made as a result of evaluating how complaints are recorded, feedback received? investigated and what action is taken.
ELEMENT FOUR: CONTINUOUS QUALITY IMPROVEMENT Criteria What This Might Mean Prompts Evidence Available RAG Improvement Plan Reference 4.1 The organisation measures and evaluates the service against its stated aims and objectives and identifies improvements. Managers and staff are able to explain and give measurable examples of the extent to which the aims and objectives have been met. Managers and staff can describe how all aspects of the service(s) are reviewed against the measurable aims and objectives including promotion/engagement, service delivery, resources, leadership/management. How do you measure and evaluate the IAG service(s) against its stated objectives? Who, when, how etc. To what extent is service delivery meeting its aims and objectives? What examples are of recently measured improvements in the IAG service(s)? X X X 4.2 The organisation monitors and evaluates client outcomes to support and improve service delivery. Managers, staff and where appropriate clients are able to describe and give examples of how client outcomes are used to improve the service(s). What client outcomes do you measure and how do you do this? What difference has the service(s) made to individuals? How do use measurements to improve the IAG service(s)? What examples can you share of improvements? X X X 4.3 The organisation evaluates feedback on the service to build upon its strengths and addresses any areas for improvement. Managers and are able to explain how all forms of feedback and evaluation information are used to establish areas of strength and areas for improvement. Clients are aware of who to contact with a compliment, comment or complaint and the process the organisation will follow in dealing with them. Managers and staff are able to explain how complaints are recorded, investigated and what action is taken. What other forms of feedback do you use to evaluate IAG service strengths and areas for improvement? What is your feedback telling you? What are you doing with it? What lessons have you learnt from feedback? What improvements have you made as a result of evaluating feedback received? X X x