Quality Account
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Quality Account
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We prioritize customer satisfaction.
What is a Quality Account?
This is our second published Quality Account. A Quality Account is an annual report produced for the public by providers of NHS healthcare services in relation to the quality of services they deliver. NHS Clinical Commissioning Group expects all providers of NHS services providers to achieve high quality care for all, and the quality account provides the opportunity to demonstrate our commitment to quality improvement and show what progress we have made in 2014-15 and expectations for 2025- 2026. Our quality vision is to achieve excellence in patient/client care in all we do and in all communities where we work. This means a relentless focus on patient safety, experience and better healthcare outcomes. The Quality Account follows the guidance laid out in the Department of Health.
At the heart of what we do is our commitment to provide high quality, personalised patient care in achieving better outcomes for all. The Quality Account seeks to assure our commissioners, patients and the public we serve that we are regularly scrutinising all of our services to ensure they are safe, responsive, caring, effective and well led. We are focused on ensuring that our Quality Account is accurate, fair and balanced to demonstrate this we have asked our partners to review and comment on this Quality Account.
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Our approach to improving quality
We are delighted with the achievements made to date, but we leave no room for complacency and we are determined to make continuous improvements to our services. We recognise that high quality services can only be delivered by motivated, skilled and experienced staff who are flexible to work in diverse environment and we continue to support them to deliver improved quality of service.
We adopt several internal and external quality audit procedures to manage the organisation’s quality including: self-reviews, mock CQC Inspections, commissioning group audit visits, investors in people monitoring visits as well as ISO 9001, ISO 14001 and OHSAS Audit Schedules.
Through the various quality audit procedures, we have collected comprehensive information on the quality of our services to understand how safe and effective our services are; whether the care being provided is delivering the best outcomes for service users and their families.
Developing the Quality Priorities
The Quality Account provides a guidance to report on the 3 key elements of the quality of care received by people using our services. These are: patient safety, clinical effectiveness and governance and patient experience. The development of our Quality Account and Quality Priorities has been done via consultation with a variety of internal and external stakeholders. When developing priorities for the coming year, a number of factors have been considered:
Feedback from service users, commissioners, and other stakeholders.
Staff feedback and performance evaluations.
Evidence-based practices and national guidance, including CQC inspections.
Insights from both internal and external audit systems.
A review of our Quality Improvement Priorities 2025-26
This section of the report presents the quality account of our services, mainly how we have performed in relation to priorities set 2014-15. The quality priorities were identified through feedback from service users, staff, commissioners of services and partner organisations.
Our quality priorities reflect the four domains of quality, defined as:
Patient/Service User Safety
Service User Experience
Effectiveness of Care
In 2025-26, Verity Healthcare identified four key quality priorities aimed at enhancing service user safety. Drawing on the findings of the Francis Report, as well as the reviews by Bruce Keogh and Don Berwick on mortality rates and patient safety, we recognize the critical role that nursing and care staff play in delivering high-quality care and achieving excellent outcomes for our patients/service users. Specifically, our commitment is to improve service user safety by ensuring appropriate staffing levels, focusing on recruiting and retaining skilled professionals who are in the right place at the right time. This approach is central to improving patient/service user outcomes.
To ensure patient safety, we focus on providing harm-free care, which means offering care that meets the required standards and addresses the needs of service users, without unintentional or accidental harm. Achieving harm-free care is the first step toward patient safety, and this includes the implementation of the Safety Thermometer to monitor the management of complications and conditions.
Our targets for achieving patient safety include:
Eliminating medication errors through effective prompting and medication administration processes.
Managing risks associated with pressure sores, falls, and Catheter-Associated Urinary Tract Infections (CAUTI).
Providing expert care in areas requiring advanced technology, including PEG feeding, tracheostomy care, and stoma care.
Increasing staff numbers and enhancing competencies for complex care, including end-of-life care and care for individuals with special needs, such as brain injuries, autism, and global developmental delay.
As a pacesetting health and social care provider, high quality patient care remains the top priority. Our practices were rated highly by the Compliance Officers from Care Quality Commission who gave the following report.
Service User Experience
At Verity Healthcare, we place a strong emphasis on the concept of ‘patient experience’ as a core principle of our approach. We are committed to delivering person-centred services, making a concerted effort to listen to service users as a fundamental aspect of providing high-quality care. We encourage service users to share their experiences with us, not only regarding the effectiveness of the care they receive but also about their overall experience with our services.
We ensure that service users are equipped with the right information and support, empowering them to make informed decisions and choices about their care and treatment. In alignment with national initiatives and our local commitment to responsive services, we fully embrace the ‘Duty of Candour.’ This means being open, honest, and transparent in reporting on care and treatment, always considering the perspectives of the service users.
As a result, we strive to understand patient experiences in depth and actively seek to make improvements based on their feedback, enhancing the quality and responsiveness of the services we provide.
A cross-section of patient feedback as part of CQC report is given below:
At Verity Healthcare, we actively seek to understand whether our clients feel their views are respected and taken seriously, whether they feel empowered to make informed choices, and if our services are delivered with a strong focus on equality and diversity, particularly regarding protected characteristics such as race, culture, religion, and sexual orientation. We also monitor the knowledge and skills of our staff, ensuring they are well-equipped to provide high-quality care, including in specialized areas like End-of-Life care and dementia care.
Our most recent client survey (November 2015) revealed that 100% of clients would recommend or highly recommend our services to friends and family. Since November 2016, five clients have referred six other individuals who have since utilized our services. These exceptional survey results and overwhelmingly positive feedback affirm the high quality of care we provide.
To maintain and further improve these standards, we are committed to regularly providing detailed reports on patient experience to our Board of Directors, ensuring ongoing monitoring and continuous enhancement of the care we deliver.
Staff are very professional and friendly. A great, warm welcoming team.
They are extremely helpful, always looking for ways to make you feel comfortable”.
“Staff are competent. They take time to know you as a person. They knew what they were doing. I would say, they have very good skills.
“I am supported to live independent life. I am encouraged to choose my own dress, what I want to eat and where I want to go and they support me on my choices”.
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Clinical Effectiveness
At Verity Healthcare, our vision is to make a significant contribution to improving the quality of clinical experiences as part of the broader health and social care programme. We recognize that this goal can only be achieved through clinical effectiveness, which is a core element of our Clinical Governance agenda to enhance and assure the quality of care. Clinical effectiveness is integral to improving the overall experience of healthcare for our patients.
We define clinical effectiveness as the application of the best available knowledge—derived from research, clinical experience, and patient preferences—to ensure optimal care processes and outcomes. As outlined by the Department of Health (1996), this involves a framework of informing, changing, and monitoring practice.
As an organization, we are dedicated to making clinical practice more evidence-based, with the aim of improving both the effectiveness of clinical practice and service delivery.
Our approach is grounded in these principles:
The right thing
Decisions about healthcare should be based on the best available, current, valid, and reliable evidence.
In the right way
Developing a skilled and competent workforce to deliver the care needed.
At the right time
Ensuring services are accessible and provide treatment when it is needed most.
In the right place
Providing care at the appropriate location.
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Statement of assurance from Board of Directors
We have developed a set of priorities from the findings of review of the work undertaken during 2014- 15 and also those areas which still require on-going improvements. These priorities form the basis of the business plans and the overall Company Strategy and operating plans. The monitoring, review and reporting of progress for the priorities will be via the Quality and Safety and Governance Committees within the Board and the organization as a whole. The company adopts several internal quality audit procedures to manage its quality including:
- Self-reviews
- Mock CQC Inspections
- Commissioning Group audit visits
- ISO 9001 Audit Schedules
- ISO 14001 Audit Schedules
- OHSAS 18001 Audit Schedules
- Investors In People Monitoring visit
Our corporate and clinical governance structure ensures that we implement systems and processes to maintain a viable and responsible business without compromising the highest quality standards of care to meet the needs of our clients.
The audit team members are
Steve Barton
Consultant Lead
Dr. Barbara E. Ofori-Kyereh
Dr. Samuel Ofori- Kyereh
Prof. Victoria Moreno
Quality Account FAQs
A Quality Account is a report that healthcare organizations, like Verity Healthcare, produce annually to demonstrate their commitment to improving the quality of care. It outlines our key quality priorities, initiatives, and achievements in patient safety, care experience, and clinical effectiveness.
The Quality Account helps us to monitor and report on the quality of care we provide. It reflects our dedication to improving patient outcomes, safety, and satisfaction. It is an essential tool for transparency and accountability to both our service users and stakeholders.
Our key priorities focus on:
Enhancing service user safety by maintaining appropriate staffing levels and providing harm-free care.
Improving patient experience through person-centred care and respecting patient preferences.
Ensuring clinical effectiveness by applying evidence-based practices and continually improving clinical outcomes.
Fostering a skilled workforce with competencies in specialized areas, such as dementia care, end-of-life care, and complex needs.
We actively gather feedback from service users, staff, and other stakeholders through surveys, interviews, and focus groups. This feedback helps guide our quality priorities and allows us to make necessary improvements. We also monitor patient experiences to ensure that we continue to meet their needs and expectations.
We prioritize patient safety by ensuring the right staff levels, providing effective training, and implementing tools like the Safety Thermometer to monitor conditions and complications. We also focus on eliminating medication errors, managing risks such as pressure sores and falls, and ensuring appropriate care for complex needs.
We are committed to providing care that respects and reflects the diversity of our service users. Our services are designed to be inclusive, offering care that is sensitive to the needs of individuals from different cultural, racial, religious, and sexual orientation backgrounds.
We offer ongoing training and development programs for our staff to ensure they have the necessary skills and knowledge. This includes training in specialized areas such as dementia care, end-of-life care, and the use of advanced healthcare technologies.
The full Quality Account is available on our website and can also be requested through our customer service team. We ensure that all stakeholders have access to this important document to understand the quality of care we provide.
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