More and more Social Care organisations are investing in the development and implementation of Quality Management Systems and are aiming to achieve the Government`s expectation of 'Best Value'. The key objectives of this are: democratic renewal (a process where the public can be more involved in local government policy and decision making), best value in service delivery and an ethical framework.

To achieve good quality care, which is client centred and outcome centred and which embraces the objectives of Best Value, it is essential for management to adopt a culture of transparency or openness for clients, staff, stakeholdersand service providers.

Managers must ensure:

1. Decision mechanisms are transparent.
2. Clients, service users and staff are fully aware of, and involved in, the decision making process.
3. Corporate ownership of decisions taken.
4. Personal contributions from staff are encouraged.
5. Views of clients and carers about their needs are obtained and acting upon.
6. A clear explanation is given to those concerned as to the reasons why some ideas and innovations, although considered, have not been adopted.

This facilitative style of management can only be successful if:

1. The decision making process is clearly documented and communicated to staff.
2. The standards set are measurable.
3. There is regular auditing of outcomes to quicken the process of continuous improvement.
4. There is rigorous follow up of auditing outcomes.

Maintaining Staff Morale

1. Staff should receive recognition and support for their efforts.
2. Staff who feel stressed and unable to complete their day to day tasks should be offered counseling.
3. Managers and staff who need help in improving their competence and developing their full potential should be offered the service of a mentor.

Essential Standard Setting

Every organisation will have areas of work where there should be procedures and standards. Unless standards are set, the organisation, the staff and the customer or service user will be unable to judge whether a service of appropriate quality is being provided.

The two important criteria for setting standards are:

1. They must be the minimum basic standards that the organisation has to achieve in order to remain credible,
2. They must be achievable.

The International Standards Organisation advocates the following broad principles for setting standards which, when adopted, set a disciplined parameter within the organisation:

Management The Quality System Documentation Purchasing Contracts Inspection and Monitoring

Internal Audits Training and Staff Development Consultation with Customers Complaints and Complements Impact on the Community External Audit

To find out more and to obtain a copy of Transparency and International Standards by Himu Gupta and Margaret Docherty (£10 incl. P&P) contact Gupta Consultancy.

Himu Gupta Tel: +44 (0)1508 480732 Email: [email protected]

Margaret Docherty Email: [email protected]