Our approach to quality improvement

As a rapidly evolving organisation, we believe that strong performance and quality improvement systems are essential to providing services that meet the needs of individuals and are value for money, in a challenging world.

Our performance, quality and innovation team works to ensure we continually monitor and improve our diverse services. Our increasing focus on evaluation and research enables us to look at alternative ways of doing things and build new types of services, such as crisis support, based on robust evidence of interventions that truly work.

This commitment to continuous quality improvement has been formally recognised by the British Quality Foundation (BQF) which has assessed and awarded Richmond Fellowship the status of Committed to Excellence (C2E) in 2011 and again in 2013.

Dave Richards, BQF assessor, said: “I have done about 50 of these assessments and this was probably the best I have ever seen in terms of documentation, preparation and managed projects.”

How we ensure quality and continuous improvement

The principles of the European Foundation of Quality Management (EFQM) or the Business Excellence Model are now well embedded in our integrated performance and quality assurance system.

This helps us to identify what works well, celebrate excellent work, and share good ideas to ensure consistency and continual improvement, whilst also shining a light on those areas where we need to do better.

Our quality assurance process includes a flexible programme of regular internal reviews of our services carried out by a team of peers – staff from our performance and quality team, colleagues from other services and individuals using our services. This allows us to consider a range of perspectives and view quality in a holistic way, and can be a beneficial experience for those involved.

One of our peer assessors said: “My confidence has greatly increased, I feel more capable, and find it easier to speak and relate to different kinds of people. It also helps with things like public speaking and I think the experience of doing this kind of work looks very good on my CV.”

Learning flowing from the quality reviews enhances conversations that happen in our best practice groups. These groups are instrumental in sharing learning across services, optimising outcome measurement, improving client and management information systems, and continuing to embed co-production throughout our organisation.