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Who is the Event for?
This event
is designed to enable students to gain a greater insight and
understanding into the purpose and function of Quality Standards with
the aim of assisting students in developing their knowledge, skills and
abilities in relation to the promotion of delivering quality service
when providing support to service users. Units of study within this
event cover three main areas related to Quality Services.
The three areas of study within this event are:
Unit
1: The Community and its Resources
Unit
2: Standards of Service – Creating a Person Centred
Approach
Unit 3:
Managing and Monitoring Complaints
Each unit
of study aims to enable delegates to develop their own skills and
understanding of the particular topic that it covers with the intention
that this will enable the student to establish and maintain effective
techniques and strategies in order to promote and practice quality
service within their workplace.
During
this module of study you will consider the role that sheltered and/or
supported housing plays in enabling service users to be part of, and
utilise the resources provided by, the local and wider community. You
will explore and define the term ‘quality service’ and reflect further
upon consultation in order to provide a ‘person centred approach’ to
service delivery. You will also examine methods that can be used to
monitor performance and provide evidence of how well the service is
performing against set targets and standards. You will then consider
the concept of ‘customer care’ in relation to managing and making
effective use of feedback from service users, including complaints, in
order to further improve on the service that you deliver.
Event Content
Ø
The
Community and its Resources
Ø
Standards of Service – Creating a Person Centred Service
Ø
Customer Care
What you should be able to
do by the end of the event
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Discuss
the benefits of partnership working to maximise effective use of
resources
Ø
List the
range of resources that are locally accessible to service users along
with contact details
Ø
Identify
methods to ensure effective use of community resources
Ø
Recognise
the constraints that funding may have on the provision of community
resources
Ø
Demonstrate effective partnership working to maximise effective use of
resources
Ø
Discuss
their own values regarding quality and how to set a standard to which
quality can be measured
Ø
Evaluate
methods to identify standards are being met including accreditation from
independent bodies
Ø
Understand
the importance of delivering a customer led service
Ø
Explain
how the use of service standards can promote effective service delivery
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Actively
challenge the culture they work in with an aim to promoting a quality
service
Ø
Gather
information, even in a tense situation, in order to deal with the real
problem
Ø
Communicate with confidence and assurance to defuse customer anger and
build rapport
Ø
Maintain
professionalism under pressure
Ø
Work in
consultation with the complainant to determine an acceptable solution
Ø
Use the
organisations complaints procedure to record complaints and refer these
to appropriate persons
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