Systematic quality work at OmsorgsCompagniet

OmsorgsCompagniet works with systematic quality work in accordance with the National Board of Health and Welfare's regulations and general advice (SOSFS 2011:9). Quality means that an activity meets the requirements and objectives that apply according to laws and other regulations for the activity and decisions that have been issued with the support of such regulations, the purpose of which is to detect quality deficiencies, risks and their causes in order to have a basis for improvements in the activity.
OmsorgsCompagniet's central management system forms the basis for our local management systems and the local routines of our activities, these routines have been prepared with the General Advice and Regulations of the Social Services Act as a basis. The work consists of various parts with deviation management, self-monitoring and competence-enhancing efforts for staff as well as local routines for daily work with clients to ensure that the business maintains good quality.

The core values of OmsorgsCompagniet

All activities within OmsorgsCompagniet are based on the common core values;

• For us, all people have equal value and the right to be different from others
• Our customers/clients should be treated with dignity and respect for their privacy
• Our services are designed according to the individual needs, wishes and resources of our customers/clients
• Always be able to answer the question "For whose sake?" with the answer; "For the sake of the customer/client"

All activities within OmsorgsCompagniet are based on our common vision "to be widely known for innovation, commitment and quality" and our key words:

• Treatment: You will always be treated well
• Accessibility: You can easily get in touch with us
• Peace of mind: You always get help when you need it
• Continuity: you get help from the same staff as much as possible
• Personal integrity: you are respected for your opinions, thoughts and feelings
• Participation: You are always heard, you know how you want to live your life

The core values, vision and guiding principles are one of the tools employees have to help them in their behavior. It sets out how we expect them to behave, primarily towards the customer/client but also in all other contacts such as relatives, care facilities and with the customer/client's friends whom the employee may meet in their work. It is mainly about listening and hearing what the customer/client expresses with an objective perspective. All staff members are familiar with our core values and practice 'care with care'.

Basic structure of the quality management system

The quality management system contains a structure for controlling, developing and documenting the quality of the activities as well as what, how and when follow-up and evaluation are to be carried out.
The basis for all work is that all activities within OmsorgsCompagniet are to be conducted on the basis of our values, vision and guiding principles. It focuses on identifying, describing and defining the processes needed to ensure the quality of the activities in this particular area and therefore includes setting goals, planning, implementation, evaluation and improvement in accordance with the PDCA methodology (P for Plan, D for Do, C for Check and A for Act.

Comments and complaints

An important part of the systematic quality work is to investigate comments and complaints. Customers/clients, relatives, staff and other stakeholders have the right to submit comments and complaints about the organization's activities and the organization has an obligation to investigate these.

Anomalies and irregularities

If OmsorgsCompagniet does not meet the requirements and goals of applicable regulations or agreements, there is a deviation that must be handled according to the applicable deviation system. A system for deviation management exists and is used throughout OmsorgsCompagniet, it aims to draw attention to deviations in order to be able to take action and review processes and routines. This is to ensure that all routines and processes are appropriate and is also a way to continuously ensure increased quality in the work.
Employees are covered by the provisions of Lex Sarah in the Social Services Act and have an obligation to immediately report and investigate abuses and risks of abuse. This can involve both physical and/or psychological abuse. It aims to strengthen the protection of care recipients. Written procedures are available in the Care Company's quality manual and on the National Board of Health and Welfare's website and are part of the induction program, self-monitoring and all other quality assurance activities.

Staff involvement in quality work

In order to ensure staff participation, clear introductions are carried out as well as regular APT meetings where quality work is a standing item and a significant and natural part of the work. The focus of this process area is the user's right to safe and secure care. To achieve good quality and safety, the involvement and participation of employees is central. According to HSL, SoL and LSS, staff are obliged to contribute to high patient safety and good quality. We also offer supervision to our staff as a support tool to ensure that staff feel confident in their work. Supervision is also effective in gaining a better understanding of their work role and better cooperation with our clients and their networks.

Customer/client involvement

The local procedures for the business clarify how we work on the basis that the customer / client should be involved in and feel safe in our care. The customer / client must be able to influence the efforts and feel that all needs are met in the best possible way, we ensure this by working with, contact person, implementation plans and risk assessments / action plans based on the individual's needs, wishes and user surveys. Deviations are documented in the customer/client's journal and the individual measures are documented and followed up there.
In our homes, we further ensure the client's participation through the client's designated contact person who has regular conversations with the client so that the client's needs and goals are met.
At our APT meetings, we go through and work with deviations to see patterns in the business and be able to work preventively and develop the business's processes and routines.
The results of our work with the client are presented to the client through monthly reporting. The report provides a summary of how the work with the client has progressed, a description of how and whether goals have been met and a plan for the coming month.
Inour personal assistance activities, the client's participation is further ensured through careful implementation plans, close and continuous contact with the client and follow-up of our assignments by our client managers. Our coordinators in the work groups draw attention to changes and improvement measures in the work and during APT meetings. Coordinators report and document regularly to account managers who ensure that quality work is carried out in consultation with the operations manager.

Self-monitoring

To ensure quality in our operations, we systematically carry out self-checks according to the established annual quality plan. All in accordance with established self-monitoring programs and procedures. Templates and methods in these areas are continuously revised. The results are analyzed and an action plan is drawn up and then followed up at APT, management team meetings, the annual report and in future business plans and in consultation with owners and auditors. The results form the basis for future quality work and are part of the quality method used by OmsorgsCompagniet.

Annual report and quality report

In connection with the annual report and quality report, a full-year summary is made of the trends and whether indications are found as patterns or trends that require adjustments to processes or procedures (SOSFS 2011: 9, Chapter 5, § 7 and 8).
In the annual report, customer surveys and safety rounds, etc. are also analyzed. In the event of any shortcomings, an action plan is drawn up and the plan for measures is written into the operational / quality plan for the coming year if everything could not be remedied before the end of the financial year.