Hazel House Care Home Ltd is an established nursing and residential home in Leyland,
What I did
Analyze existing systems
“In our industry, reputation and trust are paramount in gaining and retaining customers. Although we already had Investors in People accreditation, ISO certification was the logical next step.
“We had several management meetings to review current systems and decide the way forward. Although management commitment is essential, it’s also important that one person has ownership of quality management or things don’t get done.
“We also sought advice from our local Business Link and they put us in touch with a specialist consultant. Working closely with him, a thorough analysis identified nine specific areas to tackle, including control of documentation, purchasing practices, and managing customer feedback. He also helped us to estimate costs so that we could allocate the necessary resources.”
Decide new processes
“It took around four months to decide on and implement new processes. All new processes were collated in a quality control manual, which is now always on-site and easily accessible.
“We set targets for as many processes as possible, so that we could measure our progress. For example, on customer service, our target was to increase the number of positive responses on customer questionnaires by 25%.
“Communicating our aims to staff was crucial. We had a general staff meeting, arranged a presentation by Business Link and circulated a letter to all employees. There was some resistance initially, but talking to them helped to overcome that.”
Measure and review
“Once new processes are up and running, that’s not the end of the story. We gave the system six months to ‘bed down’ and inevitably there were changes to be made. Measuring progress against the targets we’d set helped us identify what needed to be done. Now we constantly review the system internally, on top of the external audits that are required to retain our ISO certification.
“In addition, because ISO is an internationally recognized standard, certification has opened the door to expansion. The regular audits we’re subject to are useful too. They ensure that standards don’t slip and provide a spur for further improvements.”
What I’d do differently
Make the decision earlier
“Implementing a quality management system does take time and money but it’s a great catalyst for change. We wish we’d done it sooner.”
Don’t over-complicate
“When you’re looking at different ways to improve processes, you can end up over-complicating things. At the start of the project, we should have been more ruthless in weeding out extra processes that seemed like a nice idea, but that we didn’t actually need.”
ANGELA’S TOP TIPS
“Set clear objectives.”
“Be committed, and instill that commitment in your staff.”
“Keep things simple.”
SELAMAT BERUSAHA, BERINOVASI, BERIMPROVISASI DAN SALAM SUKSES BUAT KITA SEMUA.
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