Terrablu - Taking care of people in their own homes

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Quality Assurance

The best endorsement for the quality of service we offer at TerraBlu is happy, satisfied clients and support staff who feel valued and appreciated. Testimonials from both are below and throughout the site.

Technology is used to best effect at TerraBlu. The company has been selected as a reference site by its software provider, and is one of only 40 out of 4,700 care companies to use the HET call monitoring software.

TerraBlu is also subject to external review by CSCI (the Commission for Social Care Inspection) and is monitored by Kent County Council Social Services contract department.

In early Summer 2008, a quality questionnaire – following consultation with the client forum – was mailed out to TerraBlu clients. Age Concern was brought in, as a neutral party, to help anyone who needed assistance in completing the questionnaire. The results will form part of the TerraBlu’s plan for the next year.

Technology
Private client calls are monitored electronically by the TerraBlu system for visit duration. An itemised invoice is automatically generated weekly, reflecting the visit times monitored by computer.

Invoices are reviewed by the Operations Manager. Payment is taken by credit or debit card, and the itemised invoice sent with payment receipt weekly. Any mistakes or discrepancies are rectified in the following week’s invoice.

Client forums
In March 2008, TerraBlu launched its client forum – the only care agency in the area to proactively involve its clients in the decision making process. The forum consists of nine clients, serving a one year term, meeting every three months. Due to mobility issues, two members of the forum are non-attending but kept fully informed and visited by TerraBlu’s Managing Director to gain their input.

The forum has been praised by care professionals for breaking new ground by involving clients in service development.

Staff monitoring
TerraBlu support workers are on the front line when it comes to assessing how well company procedure works. They work in geographical area teams and have weekly drop in meetings, where they can bring up any issues of concern.

The teams are mentored and supervised quarterly by their care co-ordinators. Every six or nine months supervision consists of direct ‘on call’ observation. All staff have annual appraisals.

CSCI report
TerraBlu was awarded three-star status (highest level, representing excellent quality) following an unannounced assessment by The Commission for Social Care Inspection in March 2008.

The report can be downloaded from their website or by following the link here: CSCI Inspection Report March 2008

ANNUAL CLIENT SURVEY
TerraBlu surveys all clients annually on their levels of satisfaction with the service they receive. Comments from clients are used to set the company's annual Quality Improvement Plan.

The results of the 2008 survey show 82 per cent of respondents were overwhelmingly satisfied with the service recived. Areas for improvement cited were continuity of care, communication and clarification of the Social Services charging structure.

The results of the 2009 survey will be available in the new year.