Quality

CONTENTS

1.0 POLICY STATEMENT
2.0 PURPOSE
3.0 SCOPE
4.0 EQUALITY AND DIVERSITY
5.0 QUALITY OBJECTIVES
6.0 RESPONSIBILITIES

1.0 POLICY STATEMENT

1.1 SHP will provide support services of the highest possible standard to those who face the greatest disadvantage. Through its service provision SHP aims to reduce poverty, social exclusion and homelessness in London and to make a lasting improvement to the quality of life of people using our services.

1.2 SHP recognises the importance of striving to continuously improve its services through its quality management system, in order to meet both statutory and regulatory requirements and the expectations of its clients and stakeholders.

1.3 Our approach to quality reflects our core values of tackling disadvantage and discrimination; involving clients in the design of our services and reducing the impact our service has on the local environment.

1.4 We aim to learn from what we do in order to develop the business and our service provision.

2.0 PURPOSE

The Quality Policy sets out the organisation's commitment to be a quality provider of services and to provide a framework to manage and control its quality processes within the requirements of ISO 9001:2008.

3.0 SCOPE

This policy applies to all processes within SHP’s Quality Management System, as defined by the Quality Policy & Quality Manual.

4.0 EQUALITY AND DIVERSITY

4.1 SHP acknowledges that certain groups within society are unfairly discriminated against and accepts its duty to promote policies and practices that will, wherever possible, rebalance opportunity.

4.2 We are committed to taking lawful positive steps to tackle unfair discrimination and disadvantage which individuals’ experience, to ensure that equality of opportunity for all is central to our work.

4.3 SHP will ensure that it carries out equality impact assessment on all aspects of its policies, procedures and planning in order to reflect and incorporate its commitment to equality & diversity.

5.0 QUALITY OBJECTIVES

5.1 SHP sets out its quality Objectives within its Business Strategy every three years following consultation with all stakeholders.

5.2 The Business Strategy details the strategic business plan and objectives for the 3 year period. Strategic objectives are reviewed annually and monitored by EMT at 6 monthly intervals through Quality Management Review.

5.3 Progress against strategic objectives is reported to the Board of Management annually and the year plan refreshed.

5.4 The Business Planning objectives are cascaded throughout the business. Each relevant level and function within the organisation is tasked to produce local business planning objectives which contribute at the local level, or within their particular function to the overall business strategy.

5.5 The local and functional business plans are approved by the appropriate senior manager and monitored by the relevant senior manager and quality team.

5.4 Progress against local and functional plans are monitored via the Operational Plan quarterly.

6.0 RESPONSIBILITIES

6.1 The Board of Management will ensure that the Business Strategy is developed, consulted and published on a three year basis.

6.2 The Chief Executive will ensure the framework for setting and monitoring Quality Objectives are integral to SHP’s Quality Management System and reviewed and reported through regular management review.

6.3 The Head of Quality will ensure that the Quality Management System is compliant with ISO 9001 requirements and that management reviews are supported with relevant inputs and that outputs from the review are recorded.

6.4 The Head of Quality will ensure that the Quality Policy is reviewed and communicated within the organisation and that any changes or impact to the Quality Management System is actioned and communicated accordingly.

6.4 Senior Managers will ensure that local business planning is conducted, understood by teams and progress is reported at required intervals.

6.5 All managers and staff will work with their teams, direct reports and clients to maximise awareness, accessibility and understanding of local quality planning and also to ensure that all contributions to review of quality objectives within teams are managed to maximise participation, innovation and improvement.