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Mediline Supported Living Quality Manual

1. Introduction

Mediline Supported Living is committed to providing high-quality care and support services that uphold the principles of dignity, respect, person-centred care, and safety. Our services enable individuals to live independently within the community while receiving the support they require.

This Quality Manual outlines the standards, policies, and procedures we adhere to, ensuring compliance with:

  • Care Quality Commission (CQC) regulations
  • National Institute for Health and Care Excellence (NICE) quality standards
  • Adult Social Care Outcomes Framework (ASCOF)
  • Local Authority and NHS best practices

Our aim is to provide a framework that ensures consistent, safe, effective, and high-quality care to every individual we support.

2. Mission Statement

Our mission is to:

  • Deliver person-centred supported living services tailored to each individual’s needs.
  • Promote independence, choice, and dignity for all individuals.
  • Foster a safe and inclusive environment.
  • Ensure continuous staff training, development, and support to enhance service quality.
  • Uphold all legal, ethical, and regulatory obligations to safeguard those we care for.

3. Quality Values

We work in partnership with the people we support, their families, health care professionals housing providers and commissioners of service to develop personalised, safe, caring and responsive services to enable individuals to live the lives they choose. Our commitment to providing high quality, person-centred support is underpinned by the values which inform and guide our approach to service provision:

  • Dignity: We promote dignity and respect in all aspects of support provision
  • Inclusion: We recognise and value differences within our society and strive to ensure that everyone can make a positive contribution
  • Responsive: We are flexible and responsive to the needs of the people we support
  • Empowering: We strive to empower people to make choices and decisions that will help shape their futures
  • Caring: We ensure our staff are trained with the skills and values to provide caring and compassionate support
  • Transparent: We promote a culture of openness, trust and honesty. We do what is right and accept accountability when things go wrong.

4. Quality Objectives

Our Quality Objectives form the central focus of all activities we undertake to ensure that operations necessary to both business activities and support provision meet the standards we expect.

  • Compliance with all legislative and regulatory requirements in relation to business operations and the provision of support services: We adhere to all laws relating to employment, health and safety, and business operations. We are regularly inspected by the Care Quality Commission (CQC) to ensure compliance with the Care Act in the delivery of services.
  • Compliance with contractual requirements: We undergo regular inspections by local authorities to ensure our services align with contractual obligations.
  • Consistency in quality standards of business and support operations: We strive to maintain uniform quality standards across all services.
  • Customer satisfaction through personalised, enabling support approaches: We continually review services to ensure they meet the needs and aspirations of the people we support, helping them achieve their personal goals.
  • A culture of continual improvement that values the input of people we support, their family members, and staff at all levels of the company: We actively listen to feedback from stakeholders to inform our improvement strategies.
  • Continual assessment of business and support performance: We conduct regular evaluations of our business and support services to identify areas for change and enhancement.

5. Quality Management Structure

The Mediline Supported Living Quality Management process has been developed to implement a robust quality management system under the direction of the Managing Director, in consultation with all stakeholders. The structure ensures clear roles and responsibilities across the organisation, promoting transparency, accountability, and continuous service improvement.

Our Quality Management Structure comprises the following key components:

  • Managing Director: Oversees overall quality strategy and regulatory compliance.
  • Directors of Services: Ensure quality policies and procedures are effectively implemented.
  • Service Managers: Oversee the implementation of quality initiatives at service level and oversee leaders.
  • Service Coordinators/Seniors: Implement quality initiatives within services and manage frontline staff.
  • Support Workers: Deliver person-centred care and contribute to quality improvement by following best practices.
  • Stakeholders (Service Users & Families): Provide valuable feedback to enhance service delivery.

The Quality Management Structure supports a culture of openness and continuous learning, ensuring that we meet and exceed regulatory standards while delivering the highest quality of care to individuals. The Mediline Supported Living Quality Management process has been developed to implement the quality management system under the direction of the Managing Director and in consultation with all stakeholders.

6. Core Principles

6.1. Dignity and Respect

  • Treat every person with kindness, courtesy, and respect.
  • Recognise and support cultural, religious, and personal preferences.
  • Support privacy in personal care, communication, and decision-making. Train staff in compassionate communication and de-escalation techniques.

6.2. Person-Centred Care

  • Develop individual support plans based on needs, preferences, and goals.
  • Involve individuals in decision-making about their care.
  • Encourage participation in community, work, and social activities.
  • Ensure flexibility in service delivery to adapt to changing needs.

6.3. Safety and Safeguarding

  • Conduct risk assessments for every individual’s care plan.
  • Follow safeguarding protocols to protect individuals from abuse or harm.
  • Ensure staff are trained in first aid, medication management, and emergency response.
  • Regularly review and update health and safety policies.

6.4. Continuous Improvement

  • Gather and act on feedback from individuals, families, and staff.
  • Implement regular audits and quality checks.
  • Promote a culture of learning, training, and professional development.

7. Regulatory Compliance

We adhere to the standards and frameworks set by:

  • Care Quality Commission (CQC) – Ensuring compliance with Fundamental Standards.
  • National Institute for Health and Care Excellence (NICE) – Promoting evidence-based care.
  • Adult Social Care Outcomes Framework (ASCOF) – Measuring performance for continuous improvement.

8. Policies and Procedures

8.1. Person-Centred Care Planning

  • Initial Assessments: Conducted before care begins, assessing needs, risks, and preferences.
  • Care Plan Development: Created in partnership with individuals, families, and professionals.
  • Regular Reviews: Care plans are reviewed quarterly or when major changes occur.
  • Multi-Disciplinary Approach: Collaboration with GPs, therapists, and social workers.

8.2. Safeguarding and Safety

  • Regular risk assessments to identify hazards.
  • Safeguarding training for all staff, covering abuse prevention and reporting.
  • Incident reporting procedures to ensure quick responses and corrective actions.
  • Strict confidentiality policies to protect personal data.

8.3. Staff Recruitment and Training

  • Enhanced DBS checks for all employees.
  • Mandatory training in areas such as:
    • First Aid & CPR
    • Medication Administration
    • Fire Safety & Evacuation
    • Mental Health Awareness
    • Safeguarding Vulnerable Adults
  • Supervision and appraisals every six months.

8.4. Quality Assurance and Continuous Improvement

  • Monthly audits covering compliance, training, and service quality.
  • Annual surveys for service users and families.
  • Regular staff feedback meetings.

Mediline Supported Living is dedicated to providing:

  • Safe, high-quality, person-centred care.
  • Compliance with all regulatory standards.
  • A culture of dignity, respect, and continuous improvement.
  • A committed, skilled, and compassionate workforce.

By implementing the policies outlined in this manual, we ensure that individuals receive the best possible care and support in their daily lives. For further information, policies, or feedback, please visit our website or speak to any of our management team.

Quality Policy Statement

“Helping People Shape their Future through Personalised Support”

Core Services

Mediline Supported Living Ltd. is a social care provider offering a wide range of services to vulnerable adults, disabled people, and the elderly to enable them to live independently within their own communities. Our aim is “Helping People Shape their Future through Personalised Support”. The company delivers safe, caring and responsive services ensuring that people receive high quality, person-centred support.

We strive to continually improve our services by regularly seeking feedback from people we support, our staff and other partners in care. Our internal review procedures ensure that we provide services which both meet the needs and preferences of those receiving services whilst meeting all regulatory compliance requirements for the Care Sector.

The company’s head office is located in Merseyside, with regional offices based in Manchester and Standish. Services are provided throughout Merseyside, Greater Manchester and Lancashire. In 2016 North West Community Services joined the Mediline Group enabling us to deliver a more diverse provision of services over a wider geographical area.

Quality as a Way of Life

We have a proven track record as a highly successful social care and training provider. Our reputation as “provider of choice” for the people we support is built on our ethos that quality of support is embedded in our service delivery and our commitment to continually improve to ensure a personalised approach which enables people to live the lives of their choice.

It is the policy of Mediline Supported Living to:

  • Promote dignity and respect in all aspects of support provision.
  • Be responsive and flexible to meet the needs of the people we support.
  • Strive to empower people we support to make choices and decisions that will enable them to live the lives they want to
  • Promote a culture of openness, trust and honesty. Recruit the best possible staff with the values to provide caring and compassionate support.
  • Ensure all staff have the necessary skills, qualifications and experience to provide a personalised service.
  • Deliver services in a way that meets individual needs and preferences.
  • Deliver a consistent and responsive approach to requests and enquiries about support.
  • Work in partnership with the people we support, their families, contractors and partners to achieve the best outcomes for those who use our services.
  • Provide all of our employees with secure working environments and the most effective tools to do the job in order to ensure success.

All Mediline Supported Living staff have a responsibility to ensure that the quality policy is implemented throughout the organisation. The Managing Director and Group Quality Manager have responsibility for the effective implementation of the quality management programme. Directors and heads of departments will ensure that the policy, and all associated processes and procedures are followed.

Leadership

The Board of Directors ensures that the leadership management and governance of our company is committed to the delivery of high quality, person centred services, supports continual improvement and innovation, and promotes an open and fair culture. Managers work closely with our partners and contractors to ensure our services meet or exceed the required standards and the expectations of those we support. The company is committed to establishing and maintaining effective relationships with all of our partners, contractors and those we support, ensuring that the best possible service outcomes remain the focus of service provision at all times.

People Matter

Mediline Supported Living is committed to ensuring we continually improve the services we provide to the people we support who are the people that matter the most. We place great emphasis on seeking their views and the views of staff and other partners. We always listen and where there is a need to improve, we look to provide training or change systems in the workplace that will support our staff to improve the delivery of our services.

Continual improvement

The Quality Group will determine the opportunity for improvements to the company’s quality programme The company’s annual business plan will set the service improvements required to ensure we continue to improve in every aspect of our work and the services we provide. All our staff regularly have the opportunity to contribute their suggestions for improvements.

Communication of the Policy Statement

The Quality Statement will be displayed on principal notice boards and brought to the attention of all employees. It will also be communicated to stakeholders, business partners and those with whom we seek to work.

Chris Hartshorne, Managing Director,
Mediline Supported Living Ltd. February 2025