quality mark: the process

Just discovered tht RTs from @ndtimarc aren't showing on my feed. Wonder if they are not alone. Sorry if I've missed thanking anyone else :/

quality mark:
the process – how it works

preparation stage

The aim of the preparation stage is to ensure that providers have the support and information that they need to consider all the issues relating to the establishment of a new micro enterprise or the transformation and continuing viability of an existing micro enterprise. This could be carried out by a local agency co-ordinator, or other supporter. They would also provide information about the Quality Mark process, what is required, and help providers plan what they will need to do if they decide to work towards a Quality Mark.

gateway stage

The Gateway stage has four aims. It:

1. Offers providers an opportunity to take stock and be clear about the aims of their enterprise; to plan for success and to put some baseline documentation, structure and systems in place.
2. Allows providers to demonstrate what they hope to achieve, the values that underpin their service, that they have the right systems in place and are legal, sustainable and safe.
3. Gives recognition to providers who can demonstrate they have a professional approach and baseline quality systems by awarding them a passage through the Gateway.
4. Makes it clear to providers who do not have these baseline systems in place that they are ‘not yet ready’ and need to do more work before they can gain recognition.

An application form with supporting documentation provides the platform for providers to demonstrate whether they meet the standard to receive a Quality Mark. External scrutiny is provided by a citizen panel made up of representatives from key stakeholder groups, including customers and their families, providers, third sector representatives and safeguarding professionals and key Local Authority personnel.

The panel makes a recommendation as to whether the provider can pass through Gateway based on all the information and evidence submitted. These recommendations go to a designated local decision maker who decides if the silver Quality Mark can be awarded.

Providers who are not yet ready to be awarded the Quality Mark are given advice and support to develop their thinking and systems before trying again.

people stage

This stage focuses on feedback to give evidence of the outcomes of the service for individual customers and their supporters. It is vital in helping new customers judge the suitability of the service and in helping the provider to deliver a sustainable service of high quality.

The People stage involves a series of survey questionnaires completed by people who have used the service, a mystery shopper exercise, and an external audit of these before a final assessment of this evidence through the same citizen panel process used with the gold quality mark.