Safe care needs clear systems and accountable people.
Quality is built through recruitment, training, supervision, care planning, daily records, reviews and action when something is wrong.
Safer recruitment
Identity, employment history, references, right-to-work evidence and appropriate DBS checks are reviewed before a worker begins unsupervised duties.
Training and competency
Induction, role-specific learning, observed practice and refresher activity help staff work within their competence.
Supervision and support
Supervision, spot checks and team communication help identify learning needs, good practice and concerns.
Care reviews
Care records, feedback and changing needs inform reviews. Plans are updated rather than left as static documents.
Incidents and learning
Incidents are recorded, escalated and reviewed. Immediate safety comes first, followed by learning and improvement.
Speaking up
People using the service, families and staff can raise concerns through safeguarding, complaints and whistleblowing routes.
CARE QUALITY COMMISSION
Independent regulation
The Care Quality Commission is the independent regulator of health and adult social care in England. Civic Healthcare is registered with CQC.
Regulation is one part of accountability. Day-to-day quality also depends on accurate records, competent staff, open reporting, responsive reviews and clear ways to speak up.
How quality is monitored
Care-plan reviews and feedback
Supervision, observations and competency checks
Incident reporting, investigation and learning
Complaints, compliments and concerns
Safeguarding reporting and cooperation
Actions tracked through to completion
CQC’S FIVE KEY QUESTIONS
How care quality is assessed
CQC asks whether a service is safe, effective, caring, responsive and well-led. These five questions help people understand what good care should look like.
People are protected from abuse and avoidable harm.
This includes safeguarding, risk management, safer staffing, medicines practice and learning from incidents.
02
Effective
Care achieves good outcomes and supports quality of life.
This includes assessment, consent, staff competence, nutrition and hydration, and coordination with other professionals.
03
Caring
People are treated with compassion, kindness, dignity and respect.
This includes protecting privacy, listening carefully and involving each person in decisions about their support.
04
Responsive
Services are organised to meet people’s individual needs.
This includes personalised plans, accessible communication, timely reviews and clear routes for feedback and complaints.
05
Well-led
Leadership and governance support high-quality, individual care.
This includes clear responsibility, supervision, accurate records, open reporting, learning and continuous improvement.
Important: This page explains the systems Civic uses to support quality. It does not replace an official CQC assessment, judgement or rating.
SAFEGUARDING
If you are worried about abuse or neglect
Tell Civic immediately if the concern involves our service. If someone is in immediate danger, call 999. You can also contact Leeds Adult Social Care or the relevant local authority safeguarding team directly.
Raise the concern as soon as possible. We will acknowledge it, explain who is handling it, investigate proportionately and provide an outcome. Raising a complaint must not affect the care a person receives.
