Quality Assurance Methodology

MHC operates a comprehensive quality assurance system which employs a range of evaluation processes each designed with the customers needs in mind.

Overall responsibility for monitoring general quality standards rests with MHC’s Group Audit Manager, who is the lead person for non-clinical internal audits, complaints, customer satisfaction surveys, stakeholders evaluation surveys, health and safety advice and company policy review.

Customer Satisfaction Surveys

Evaluations of the outcomes are used as part of our overall quality monitoring service, with outcomes being published in prospective Service Users Guides. Summaries of the surveys are presented to the respective Care Standards Inspectorate upon request.

Stakeholders Questionnaire

Completed questionnaires are returned directly to Head Office by free post mail for the attention of the Group Audit Manager, who monitors the final outcomes, taking appropriate action where required. Copies of the questionnaires are issued to the respective Home Manager.

Complaints Procedure

MHC wishes to know of any concerns or complaint any customer may have regarding the Company, its operations, policies or staff no matter how small, in order that we can improve our overall service. Details of the complaints procedure will be given to every service user upon their admission.