PART 11Requirements on managers for monitoring, reviewing and improving the quality of the service
Quality of service review39
1
The manager must put suitable arrangements in place to establish and maintain a system for monitoring, reviewing and improving the quality of the service.
2
The system established under paragraph (1) must make provision for the quality of the service to be reviewed as often as required but at least every 6 months.
3
As part of any review undertaken, the manager must make arrangements for—
a
considering the outcome of the engagement with individuals and others, as required by regulation 35 (engagement with individuals and others);
b
analysing the aggregated data on incidents, notifiable incidents, safeguarding matters, whistleblowing, concerns and complaints;
c
reviewing any action taken in relation to complaints;
d
considering the outcome of any audit of the accuracy and completeness of records.
4
On completion of a review of the quality of service in accordance with this regulation, the manager must prepare a report to the service provider which must include—
a
an assessment of the standard of support provided, and
b
recommendations for the improvement of the service.