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Internal Quality Lead

Retain Healthcare is a leading provider of Homecare and Agency services dedicated to enhancing the quality of life for our clients and their families. This role is based in our Head office in Cheltenham, Gloucestershire.
This post is to offer support to the Senior Management team by overseeing the quality of care provision.
As we continue to grow we are looking for a dedicated and experienced Internal Quality Lead to join our team and ensure the highest levels of standards are maintained.


  • Quality Assurance: Develop, implement, and manage a quality assurance program for our services, including policies, procedures and guidelines. This will include collating and reporting on QA questionnaires from staff, customers and stakeholders throughout the business.
  • Quality Audits: To conduct regular quality audits on internal services on client files, support plans, staff files, recruitment and client daily records to identify areas for improvement. You will then create a report of recommendations for service improvement.
  • Reporting: Prepare and present regular reports on quality assurance activities and outcomes to senior management and in preparation for inspection.
  • CQC: To ensure that services operate to a GOOD to OUTSTANDING rating with the Care Quality Commission and that all organisational objectives are fully met by our services. To support managers with their CQC inspections. Understand the new Single Assessment Framework and I/We Statements.
  • Performance Monitoring: Ensure that the care team have the right skills to provide a care service to each individual service users care needs, and that good practice is common place throughout the company.
  • Policies and Procedures: Ensure that team members adhere to company policies and procedures, and to support changes and updates in company policies and procedures where appropriate.
  • Incident Management: To Manage, investigate, report and develop improvement plans resulting from complaints about service provision. To oversee the complaints procedure in its entirety and ensure complainants have a fair and positive experience when giving feedback.
  • Teamwork: Work with our teams to ensure that they are person centred and outcome focused. This role will support the care planning team with areas of quality and compliance with CQC regulations.
  • Client Feedback: To communicate regularly with customers and their families. Including holding customer forms, and quality assurance reporting (QA).
  • Records: Maintain and always ensure that office records and notes are accurate and up to date, including the correct storing of information and adherence to GDPR.
  • Audit Reports: Audit and report on all incidents/ accidents and dangerous occurrences (RIDDOR) and make recommendations from the data, this information will need to be used to improve company policies and procedures.
  • Learning: Keep up to date on quality standards, best practices and regulatory requirements.
  • Meetings: To attend meetings as required by Retain Healthcare.
  • Perform On-Call duties: Should this be required in an emergency, service or business development, or part of continuity planning.
  • Liaising with other areas of the organisation, including adherence to the rules, regulations, and guidelines for good practice
  • Working as part of a multi-disciplinary team and liaising with outside professionals.
  • Computer literate
  • Delivering professional management reports
The holder of this post should be able to demonstrate, or quickly acquire through appropriate training: 
  • To maintain integrity when dealing with matters of customer or staff confidentiality and meet GDPR requirements.
  • A willingness to undertake training to develop new skills.
  • The ability to supervise and coach team members.
  • A willingness to operate flexibility and to be accountable.
  • The ability to work without supervision while adhering to company policies.
  • An understanding of the needs of our service users
  • To have a sound understanding of the Care Quality Commission Regulations / Single Assessment Framework, quality statements and evidence categories
  • Must have completed a Diploma Level 5 or be working towards a Diploma Level 5 in Management.
  • Must be a driver with access to a vehicle.
  • Competitive Salary
  • Paid Holidays
  • Pension
  • Laptop and Mobile Phone
  • Ongoing Professional Development and training opportunities
  • Employee Assistance Programme
  • Car Scheme - Salary Sacrifice
  • Supportive and collaborative work environment
Offers of empolyment are subject to stringent recruitment processes including references and a crininal records check DBS.
(This job description is not exhaustive and can include tasks not detailed above.)

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