How we ensure quality care

At Unite Healthcare, ensuring high-quality care is central to everything we do. We use a range of methods to regularly monitor, review, and improve our services, helping us maintain safe, effective, and compassionate care always. This includes listening carefully to feedback from the people we support and their families, conducting surveys, carrying out regular audits and spot checks, and reviewing care plans to ensure they remain appropriate and person centred. We also support and train our staff to consistently deliver care to a high standard. By using different quality assurance methods, we continuously learn, improve, and ensure our care meets the needs and expectations of those we support.

We value your feedback

Your feedback is important to us and plays a vital role in helping us improve our services and maintain the highest standard of care.

When your home care service begins, you will receive a service user handbook. This handbook clearly explains the different ways you can share feedback with us, including compliments, suggestions, or concerns, and how we will respond.

We also invite all service users to take part in an annual satisfaction questionnaire. This gives you an opportunity to share honest feedback about your experience with our service, what is working well, and where we can improve. Your responses help us understand what matters most to you and guide ongoing service improvements.

In addition, we regularly ask for your input during reviews of your care needs. These conversations allow us to check that your support continues to meet your expectations, preferences, and changing needs. Your feedback during reviews helps ensure your care remains personalised, responsive, and aligned with your goals.

We welcome feedback at any time and value open communication. By listening and acting on what you tell us, we can continue to deliver safe, respectful, and high-quality care that puts you at the centre of everything we do.

At Unite Healthcare, checking the quality of our care is an ongoing process that puts the people we support at the centre of everything we do.

We regularly listen to feedback from individuals, families, and advocates to understand their experiences and ensure our care feels safe, respectful, and responsive. This feedback is gathered through day-to-day conversations, formal reviews, surveys, and by welcoming compliments, concerns, and complaints at any time. What people tell us helps shape how we improve our services.

Care plans and risk assessments are reviewed regularly to make sure support continues to reflect each person’s needs, preferences, and goals. We carefully monitor medicines management, safeguarding practices, and infection prevention to protect people’s health and wellbeing.

Our staff are central to delivering high-quality care. We ensure they receive appropriate training, supervision, and ongoing support so they can provide compassionate, dignified care. Spot checks, observations, and audits help us confirm that care is delivered safely and consistently.

We also carry out regular quality audits, review incidents and near misses, and learn from these to prevent issues from happening again. Where improvements are needed, we take prompt action.

By continually reviewing our care and listening to the people who use our services, we ensure our care remains safe, effective, caring, responsive, and well led.

At Unite Healthcare, we use an electronic staff monitoring system called PASS to help ensure your care visits are reliable, consistent, and accurately recorded.

When a member of our care team arrives at your home, they log into their visit using their work mobile phone. They do the same when they leave. This allows us to record exactly when the visit starts and ends, helping to ensure you receive the full amount of support that has been planned for you.

PASS also uses secure geo-location technology. This confirms that staff are at the correct location when they log their visit, providing reassurance that care is being delivered where and when it should be. This helps prevent missed or late visits and allows us to respond quickly if there are any unexpected delays.

By monitoring visit times and attendance in real time, our office team can oversee continuity of care and take immediate action if support is at risk of being disrupted. This means we can adjust quickly to ensure your care remains consistent and dependable.

The system reduces paperwork for staff, allowing them to focus more on you rather than administration. Overall, PASS helps us maintain high standards of accountability, reliability, and quality, giving you and your family added peace of mind that your care is being delivered safely and as planned.

We use the highly regarded PASS system to support every stage of your care journey and ensure care is well planned, well delivered, and closely monitored.

From the moment you first contact us, PASS helps keep everything connected. Your initial enquiry, care assessment, and personalised care plan are completed digitally, often using a tablet during your assessment. This allows us to accurately capture your needs, preferences, and goals from the very beginning.

When your care starts, our care workers use a secure mobile app to record care notes and updates in real time during each visit. This means important information about your care, wellbeing, and outcomes is available immediately to our management team, helping us respond quickly if anything changes. Where appropriate, families can also stay informed and reassured about how care is progressing.

PASS supports safer, more reliable care by helping us manage medication administration, monitor visit times, and oversee staff performance. It also tracks care plan outcomes so we can measure how well your support is meeting your needs and make improvements when required.

By using PASS, we reduce risks, improve efficiency, and maintain clear oversight of care delivery. Most importantly, it gives service users and their families confidence that care is consistent, transparent, and delivered to the highest possible standard.