Section 01
Purpose
This policy sets out how We Are Care assures and continuously improves the quality of the workforce it supplies and the service it provides, so that providers and commissioners receive safe, reliable, well-matched care staff.
Section 02
Scope
Applies to all workforce supply and operational activity, and to every worker and staff member.
Section 03
Our quality principles
- Safe. Only compliant, verified workers are placed.
- Reliable. Cover is delivered dependably and matched to need.
- Transparent. Rates, pay and performance are visible at every shift.
- Improving. We measure, learn and adjust continually.
Section 04
Quality framework
Quality is assured through four connected mechanisms: compliance verification (right-to-work, DBS, references, training); performance measurement; structured feedback; and audit through Baton Compliance.
Section 05
Measuring quality
We monitor a defined set of indicators, including shift fill rate, compliance completeness (100% pre-placement right-to-work and DBS), complaint volumes and outcomes, and worker and provider feedback. Targets are reviewed by the board.
Section 06
Audit and continuous improvement
Baton Compliance maintains a risk radar of regulatory and operational change and flags impacts to the relevant owner. Findings, complaints and incidents feed a continuous-improvement loop, with actions tracked to completion.
Section 07
Worker quality
Worker quality is maintained through safer recruitment, mandatory and refresher training, appraisal, and accurate, current training records surfaced to providers on request. See the Safer Recruitment Policy and the Learning and Development Policy.
Section 08
Client and stakeholder feedback
Feedback is actively sought from providers, commissioners, workers, and people drawing on care and support, and is used to improve matching, reliability and service. Complaints are handled under the Complaints Procedure.
Section 09
CQC notifications
Quality issues affecting a CQC-registered client setting that meet a notification threshold under the Care Quality Commission (Registration) Regulations 2009 (Regulation 18) are flagged to the client provider and, where appropriate, to CQC, in cooperation with the client’s registered manager. Where the matter concerns a worker placed by We Are Care, our internal action under the Safer Recruitment and Safeguarding policies runs in parallel.
Section 10
Records, retention and security
Quality records (compliance evidence, performance data, feedback, complaints, incidents and improvement actions) are retained in line with the central Retention Schedule (RoPA companion sheet); we do not invent per-system retention periods. Information security controls on digital quality records are governed by our Information Security Policy (BTN-WAC-IS-2026) (security lead: Joel Dawson).
Section 11
Governance and reporting
Quality performance is reported to the board on a quarterly basis, with trends, risks and improvement actions reviewed.
Section 12
Responsibilities
The board owns quality. Operations and compliance deliver day-to-day assurance. Every worker contributes to quality through their own conduct and feedback.
Section 13
Use of Baton
Baton captures quality and compliance data, surfaces trends, and tracks improvement actions. Quality judgement and decisions remain human-owned.
Published at wearecare.co.uk/policies/quality-assurance.