The voluntary sector consistently receives higher Care Inspectorate grades than the statutory and private sectors – how does it do it? Cornerstone explains how it uses its own Outcomes Quality Framework and Quality Appraisal Process to develop, monitor and improve the quality of personalised services across Scotland. Key has set up TAG, a separate charity, to develop user involvement and participation. Contributed by: CCPS

1. Course TitleCornerstone
Quality Through Engagement

2. Course Title
Quality Appraisal Tool
 Systematic process for evaluating quality
 Based on internal and external standards,
and best practice
 Focus on service improvement
 Process regularly reviewed
 Integrates stakeholder feedback
 Achieves better outcomes for the people we
support

3. Course Title
QAT – Improving quality
 Use of ‘crucial’ indicators and weighted scoring
 Aligned to strategic priorities
 Reviews based on Care Inspectorate feedback
 Service ratings and ‘traffic light’ system
 Identification and recognition of best quality
 Identification of ‘problem’ areas requiring
additional resource

4. Course Title
QAT – Next Steps
 Focus on ‘problem’ areas to provide
additional support / resource
 Share and reward best innovative practice
 Diligent follow-up process
 Feedback to stakeholders
 Achieve strategic aim of Care Inspectorate
grade 5’s and above
 Comprehensive review to ensure process
meets SDS requirements

5. Course Title
Outcomes Framework Overview
Improved health
Improved social inclusion
Improved wellbeing
Improved independence
and responsibility
Created in 2011 focussing on the four national Community
Care outcomes:

6. Course Title
Staff Engagement – SDS Strategy
 Multi-disciplinary engagement
 Range of learning opportunities
 Mandatory training for all staff
 Linked to QAT through crucial indicators

7. Course Title
Staff Engagement – SDS Strategy
(cont.)
 Regional and National Awards
 Best practice groups
 ‘On the agenda’
 Direct communication
 Strategic involvement of staff

8. Course Title
CORNERSTONE
DIRECT

9. Course Title
Future Challenges
 Rapidly changing environment
 Effective communication
 Integrating and aligning processes for
customer journey
 Effective feedback processes increasingly
critical
 Awareness of the changing landscape

10. Course Title