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Home / Our services / Quality assurance
Quality of service has always been at the centre of Brainkind’s philosophy, ensuring that the systems, tools and measures are in place to identify the positive areas of the organisation, and to address any potential issues
People with brain injuries and other neurological conditions have unique needs. To help as many people as possible, we have a network neurological centres, assessment and rehab services, and community support services across the UK.
Our Ambition, Our Mission, Our Vision and Our Values.
Our AmbitionTo be (and be recognised as) the number one brain injury charity in the UK.Providing high quality support services to people living with a brain injury, is central to Brainkind missionOur MissionEvery day we strive to enable the people we support to do more than they could the day before.Our VisionTo be the first choice to support people with brain injury and for everyone who supports them.Our Values (ARCCH)We Are Agile – We are forward thinking, responsive, resilient and flexible to ensure we continue to evolve and spot potential.We Are Resourceful – We spend time and money wisely empowering people to think differently at the same time as being practical and commercial.We Are Courageous – We do the right thing, step up, try new things, are strong and bold while managing risk.We Are Connected – We collaborate; create positive relationships, listen and learn from others and keep our promises.We Have Heart – We show dedication, passion, humility and care to make a long-lasting and measurable difference.
Our Ambition
To be (and be recognised as) the number one brain injury charity in the UK.
Providing high quality support services to people living with a brain injury, is central to Brainkind mission
Our Mission
Every day we strive to enable the people we support to do more than they could the day before.
Our Vision
To be the first choice to support people with brain injury and for everyone who supports them.
Our Values (ARCCH)
We Are Agile – We are forward thinking, responsive, resilient and flexible to ensure we continue to evolve and spot potential.
We Are Resourceful – We spend time and money wisely empowering people to think differently at the same time as being practical and commercial.
We Are Courageous – We do the right thing, step up, try new things, are strong and bold while managing risk.
We Are Connected – We collaborate; create positive relationships, listen and learn from others and keep our promises.
We Have Heart – We show dedication, passion, humility and care to make a long-lasting and measurable difference.
Our values also underpin our approach to quality assurance and explain how we strive for continuous improvement in order to provide the highest quality for the people that we support.
Our quality approach reflects open communication and engagement with all stakeholders. This includes people we support, their relatives and representatives, our colleagues, Senior Leadership Team and the Board of Trustees as well as external stakeholders and regulators.
To ensure that we can demonstrate that we are delivering great outcomes for the people we support and has robust procedures in place to ensure that quality is managed effectively. This includes compliance with all external regulations.
We remain committed to maintaining a reputation of excellence and are dedicated to continuous improvement by using both new and established ways of working. This provides us with a governance framework for measuring, reviewing and improving how we support people.
We also know there is always room for improvement. For us to continue to improve and develop, we know that it is vital to listen to the people who have lived experience of our services.
We are committed to seeking and listening to feedback from people we support and other stakeholders, and then acting on to ensure that our practice is personalised.
We use the learning from previous incidents, feedback, regulatory and internal reviews to improve our services and safety for the people we support and our colleagues.
Brainkind’s personalisation approach will be to work alongside people with lived experience to Improve / transform our services and pathways to ensure personalised care is at the heart of everything we do.
The Personalisation programme’s main aim is to change the relationship and conversations between people, professionals and the health and care system to one which focuses on people’s strengths and assets and ‘what‘s important and what matters to them’, providing a positive shift in power and decision making that enables people and those who are important to have more choice and control to be able to live the lives they want to live.
Brainkind is keen to explore this way of thinking and working with people to ensure that they are given enough meaningful information that empowers them to make decisions about their care, support and treatment, that’s right for them, in order to lead the lives they want.
Our Quality Assurance Business Partners support the operational teams with advice and guidance regarding the following Regulatory Frameworks:
Each regulator provides a rating for all of the services that they inspect. CQC provides one of the following ratings: Outstanding, Good, Requires Improvement, Inadequate.
Other regulators assess whether a service is compliant or non-compliant.
Brainkind promotes an open culture and encourage people who work for us to raise any concerns about poor practice, wrongdoing or potential illegal acts which put people at risk of harm.
We have a Speak Up Guardian to support staff in confidence to raise issues or concerns.
We also have a Whistleblowing policy and a dedicated e-mail address for staff to report their concerns: whistleblowing@brainkind.org and voicemail service: 01444 258599 (monitored on weekdays between 9:00am – 5.00pm only)
All information received is important to Brainkind. We provide people who use our services and external stakeholders including relatives and professionals, with the opportunity to provide feedback about our services on a regular basis. Responses from questionnaires and surveys are collected to identify any specific themes and responses.
All feedback is valuable and should be seen in a positive light – giving us a useful insight into how the services we provide are perceived and to learn lessons in how to continually improve services. Anyone who has an interest in ensuring that the service we provide meets and exceeds the expectations of those it affects has a right to make a comment about the services Brainkind provides.
Our open response to feedback and complaints is key to ensuring that we make improvements within individual services – and Brainkind as a whole. The Quality Assurance team welcome your thoughts regarding compliments, comments and concerns. Contact us during office hours via
Our Quality Assurance team welcomes feedback directly from the people we support, their families, representatives, social care professionals and members of the public. If you wish to provide feedback about any of our services, please contact CSSQA@brainkind.org.
Each service is subject to regular QA Reviews based on the relevant regulatory standards. These will sometimes be comprehensive reviews, and sometimes focussed on specific areas.
In each review, there is a key focus on how services evidence compliance with the regulatory standards. Any actions identified are translated into action plans.
Progress against any actions is then monitored, until a follow-up review is completed to provide assurance that practice is embedded.
Where these issues identify areas of excellence and best practise, the Quality Assurance department ensures there is the optimum opportunity to share this news with colleagues at other services.
The Health and Safety team here at Brainkind work with all services and departments to ensure that safety is prioritised within every interaction that takes place. By ensuring safe systems of work are in place throughout tBrainkind, this enables service users, colleagues, visitors and governing bodies to be confident that their safety is our priority.
Working closely with the Estates and Properties team, health and safety assist in keeping Brainkind compliant ensuring all regulations and approved codes of practice are adhered too and are incorporated into everyday tasks.
This includes but is certainly not limited to things such as ensuring PUWER and LOLER checks are conducted at scheduled intervals, Risk assessments are up to date and regularly reviewed including COSHH, fire, moving and handling and legionella.
Supporting maintenance teams to ensure their monthly health and safety audits are up to date to enable the full annual health and safety audit to be conducted and all documentation readily available.
In addition to ensuring that the buildings and people within them are safe, the team are available to support and advise staff at all levels in terms of the appropriate legislative requirements for a whole range of areas and disciplines.
If you have a question or query for our Health and Safety team please email csshealthandsafety@brainkind.org and a relevant member of the team will contact you.
Janet Haigh: Health & Safety Manager
Andy Norman: Health & Safety Advisor
