Quality assurance

Avoiding harm to patients from the care that is intended to help them.

Providing services based on scientific knowledge to all who could benefit. 

Refraining from providing services to those not likely to benefit (avoiding underuse and misuse respectively). 

The effectiveness of care:

1. Care is evidence-based where available or at least reflects best practice.
2. Care is outcome focused, attending to physical, psychological, social, spiritual, cultural or other specific needs.
3. Care is delivered by confident and competent staff and volunteers.

Providing care that is respectful of and responsive to individual patient preferences, needs and values. Ensuring that patient values guide all clinical decisions. 

1. The plan for care is personal. It focuses on the ‘whole person’, person-centred and values-based in nature.
2. Care is compassionate, coordinated and consistent.
3. Users are informed and involved in decision making.
4. Wishes and preferences on the part of those seeking help or support are respected.
5. Open and honest communication is at the heart of care.
6. Support is available for family and carers pre and post bereavement.

Reducing waits and harmful delays for those who receive and those who give care. 

Avoiding waste of equipment, supplies, ideas and energy. 

Providing care that does not vary in quality because of personal characteristics. 

1. Access to care is equitable - based on need, reflecting choice where possible, and 24/7.
2. Services are appropriately resourced.
3. Service delivery is integrated and collaborative.
4. Support is available for staff and volunteers.