Keys to Success - Philosophy, Processes and People

Values

We strive to live our values of 'Inspire', 'Excel', 'Achieve' and 'With Integrity', at all times. We aim to offer the best possible service and have introduced robust quality centred measures to ensure we continually improve what we do. We have a dedicated Quality & Compliance team under the direct control of our Board Director, Laura Mackellar. When we do slip up, as happens, we aim to respond quickly and learn from the experience.

We have achieved ISO 9001 for Quality Management Systems and Investors In People.

To find out more, provide feedback or make a complaint please contact lauramackellar@proclaim-care.co.uk.

 

Management Information Reporting

Our monthly and quarterly MI Reports provide comprehensive trend monitoring, exception reporting and associated insight in addition to core monthly data. Results are reviewed on a trend basis with narrative to assist in the interpretation of the data.

Our bespoke information secure database records extensive information on all cases. This allows the production of effective management information for use internally and as a suite of reports for customers requiring an overview of our performance. We aim to provide relevant information to meet customer requirements that demonstrates the effectiveness and quality of our services.

 

Audit & Quality Control

We operate a multi-level system of audit within Proclaim Care covering 3 key areas:

  • Clinical Audit
  • Business Quality Audit
  • Peer to Peer Review

Audits are carried out on a scheduled basis ensuring compliance with our quality control policies. This ensures that we can monitor performance against internal and external service level agreements (SLA). In addition we conduct quarterly or bi-annual file audit reviews for specific customers as part of their MI reporting requirements.

We review processes to monitor performance and adherence to best clinical practice, procedural policy and internal authority levels. The results of all audits are fed into our customer performance reporting matrix and inform each employee’s performance development plan. All audit results are reported to the board.

Proclaim Care is also subject to regular external quality audit by a number of key customers.

 

Customer Feedback Surveys

A Satisfaction survey is issued to every client.  This assists in establishing performance measures by Rehabilitation Manager, Injury Category and Customer. This feedback supports our Continuous Improvement Programme.

Further Information
If you require management information and would like to discuss your requirements then please contact our Quality and Compliance Director, Laura Mackellar: lauramackellar@proclaim-care.co.uk