Quality

At Enara quality is our utmost priority. We are the only UK home care group to have 100% of its branch offices rated good and excellent by the Care Quality Commission (CQC) and the Care and Social Services Inspectorate Wales (CSSIW). We also have the ISO 9001:2008 quality standard, have achieved the Investors in People award, and are members of the Contractors Health and Safety Scheme (CHAS). Enara are also active members of Ceretas (formerly the British Association of Domiciliary Care).

How we safeguard our clients

We have rigorous recruitment procedures and checks for all staff.

All staff are trained with both intensive initial training and ongoing updates, and are offered the opportunity to achieve an NVQ or equivalent qualification. All staff have ongoing supervision to identify any training needs or resolve any care delivery issues they may have.

A member of staff from the local office is always available 24 hours a day, to listen and act when a client needs advice or support. We respond to issues or complaints in a timely and effective way.

How we deliver quality

The Enara Quality Advisory Panel, made up of senior representatives from the health and social care industry, advises the company on all aspects of service delivery.

Rigorous internal scrutiny is paramount and audits are undertaken by focused personnel. A dedicated Quality Team checks that every branch delivers a consistent service. They ensure that all policies and procedures are reviewed and updated regularly.

We reward our staff for maintaining quality and for improving their internal and external audit scores.

We listen

We seek the views of customers and stakeholders by conducting surveys and focus groups which are held regularly in every locality where we deliver services.

We make sure our clients know how we have responded to their feedback.

We involve our customers and stakeholders in key decisions we make.