Maintaining High Standards

Milford Del – Maintaining High Standards

A Regulated Service:

Milford Del Support Agency Ltd is regulated by the Care Quality Commission and audited by the Primary Care Trust and the local Social Services Department.


All our staff are trained to a high standard.  In addition to completing a comprehensive induction training programme, Milford Del is justifiably proud of the fact that a high proportion of its care staff has either achieved, or is working towards, a Diploma in Health and Social Care.

Service User Satisfaction Surveys:

A Service User Satisfaction Survey is undertaken by Milford Del Support Agency Ltd on an annual basis.  The survey should be completed by the Service User with the assistance of their care manager, family member, friend, advocate or carer, if required.  The purpose of the survey is to allow Service Users the opportunity to formally express their views about the service provided and for Milford Del Support Agency Ltd to use the feedback received to improve service provision.  Other feedback can be provided directly to Milford Del Support Agency Ltd by telephone or in writing, during reviews or through our formal complaints/compliments procedure.

Complaints and Compliments:

Milford Del Support Agency Ltd welcomes feedback on its services, especially from Service Users and their carers, whether these are compliments, complaints or suggestions for doing things better.  Service Users should feel free to let the care workers working with them have any comments they wish to make.  If they prefer to take the matter up with someone else in the organisation or if they feel that a point that they have made is not taken seriously or acted on, they can ask to be put in touch with a manager.  If a Service User wishes their dissatisfaction to be dealt with more formally they can take the steps outlined in Milford Del Support Agency Ltd’s Complaints Policy.

If anyone feels that Milford Del Support Agency Ltd has not dealt with a complaint to their satisfaction, they do of course have the right to report the matter to the Care Quality Commission, which regulates our service.

Comprehensive Policies and Procedures:

To be sure that Milford Del and its staff operate in a fair and consistent fashion, and to keep everybody informed of how the agency works, we have written down where we stand on certain key matters and how we handle certain frequently recurring situations.  These are our policies and procedures.

Quality Assurance:

Milford Del is always keen to provide the best possible service and to do this we continually check on what we are doing, talk with our staff and with outsiders who have opportunities to see and judge our work, and above all listen to our Service Users.  This process is called quality assurance.  It involves:

  • Reviewing all care packages on a 6 monthly basis.  (These are undertaken by a supervisor or a manager and enable us to hear your views at first hand)
  • Quarterly supervision meetings between care workers and their line manager
  • Regular observations being carried out by senior care staff to ensure service provision is as it should be
  • An annual survey of Service Users, and where appropriate their relatives or representatives, where appropriate, to obtain views and opinions of the service provided
  • Regular checks on all Service User files, time sheets and other records

At Milford Del we are always interested in the views of our staff and service users.   We need to know how we are doing, and they are the people best placed to tell us.