Quality Assurance | New Horizons Support Services New Horizons Support Services

Quality Assurance

To Ensure Quality Assurance our staff team is made up of qualified and experienced healthcare professionals including Healthcare Assistants and Support Workers who all have previous experience of working within clients’ own home.

As part of Quality Insurance programme we follow a stringent recruitment procedure to ensure that all of our workers are compliant with the requirements of The States of Jersey Approved Provider Framework. This enables us to supply our clients with the highest quality healthcare professionals, at all times.

We are proud of our comprehensive internal quality assurance systems, which are continually reviewed and monitored. We undertake rigorous compliance reviews to ensure that all of our Healthcare Assistants and Support Workers have the relevant qualifications and experience necessary for the service that they will provide.

This includes:
• Disclosure and Baring checks.
• A full health declaration.
• Full working history, along with detailed reference checks.
• Annual reviews with The States of Jersey to ensure fitness to practice.

We provide regular supervision for all of our care staff, including recorded one-to-one meetings every twelve weeks, observations and annual appraisals. This ensures that our care staff continuously advance their skills whilst continuing to deliver an excellent standard of care.

New Horizons Support Services will regularly review the services we provide. This will be via an initial contact review call within 2 weeks of a Service Package commencing, then at a 1 month, 3 month, 6 month Personal Support Plan review, along with an annual service review.

We will seek the views of all individuals and their parents/carers on an on-going basis. We will collect satisfaction information from both the staff providing the service and from other key staff involved in the individual’s care. This information will be collected whilst the service is being introduced, as part of the 6 month PSP review and annual service review.

We have devised our own service-specific annual satisfaction survey and have kept questions to a minimum, and will use these same questions each year to ensure ease of use.

Customers will have the oppurtunity to provide us with feedback via various methods and when ad-hoc feedback is received at reviews, via the website, social media sites, via telephone calls or at our Service Improvement Panel meetings it will processed and reviewed by the management team. An initial response will be sent in 48 hours and all urgent issues will initiate an internal investigation and be dealt with as a priority

New Horizons Support Services will provide a written outline of the results of the annual satisfaction survey to the individuals and parents/carers, including the agreed actions as a result of the feedback. This will also be provided to Commissioners, the Director of Services and the reports will be published on our website and the Jersey Online Directory.

We will provide analysed reports to Commissioners annually. NHSS will meet with the Commissioner bi-annually to review performance. The annual report will be submitted to the Commissioner at least one week in advance of the meeting.

A strong focus on continued staff training and development is central in our pursuit of excellence. Our staff are trained to the National Standards upon joining the company and all workers complete a comprehensive mandatory training programme which includes manual handling, infection control, basic life support, fire safety and medication modules. In addition, as part of our Service, we create bespoke training courses based upon the actual needs of each client.

New Horizons Support Services sees people and partnerships as being at the heart of everything we do. We believe that by involving customers in activities relating to their home and communities we can improve their life chances and quality of life.

New Horizons’ overall aim is to continually improve the quality and value of everything we do. We want to be recognised as the  Social Care Provider of choice on the Island and to be rated amongst the very best performing Supported Holidays Provider in The United Kingdom.

We are therefore committed to ensure that all our customers have an opportunity to get involved putting them at the heart of the business. By listening to them, continuing to do the things that work and introducing solutions to the areas that need improving. Customer involvement is essential in ensuring that our services continue to meet their needs.

Service Improvement Panels (SIPs)
• Are you interested in improving services for all New Horizons Support Services Customers?
• Do you want to learn new skills and meet new people?
If you answer ‘Yes’ to either or both of the above questions, you can play a key role in ensuring that customers receive the highest standard of service.

Your role as a member of the Service Improvement Panel will involve reviewing New Horizons’ services and making recommendations to improve performance and deliver ‘Value for Money’.

The Panel meet every three months to discuss a key theme. Staff members who lead the meetings empower the customers to make decisions relating to each topic, which are then acted upon by New Horizons Support Services .

If you would like to know more about how you can get involved, please contact us on 01534 888826 or via our Contact Us Page.


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