Adding Value

Continuous Improvement

Allied Healthcare is committed to the provision of high quality services at rates that are sustainable for Commissioners and allow us to demonstrate a “value for money” service provision. Through changes to structure, policies and processes and service delivery we can respond positively to the changing requirements of our Commissioners and so guarantee quality of service.

Flat Structure

Allied Healthcare operates a flat management structure, with clear lines of accountability and reporting through the branch network and to executive level. This allows for strong leadership throughout the organisation, and ensures that we are able to respond quickly, and appropriately, to any requests or requirements from our Service Users or Commissioners.

Service Monitoring

We have in place robust Quality Assurance processes which allow us to continually assess the quality of our performance. These include regular audits of each branch, which assess their levels of compliance against an audit tool based upon the National Minimum Standards.

Further, we monitor service delivery closely, using a variety of tools and methods including formal review meetings, distribution of Satisfaction Surveys and consolidation of the results of these, spot checks to observe our Workers with Service Users, and more informal regular contact with Service Users and their representatives in order to “touch base” and ensure that they are happy with our service.

By closely monitoring quality of service delivery in these ways, we are able to quickly identify any potential areas for improvement and so draft and implement plans to address these areas. Further, we are able to minimise the number of errors in our service delivery by addressing any underlying issues, and so provide a better value service to Commissioners.

Electronic Call Monitoring Systems

Where specified we are able to operate electronic call monitoring systems.

New Computer Systems

We are currently in the process of implementing a new computer operating system throughout our branch network and Head Office. This system will allow us to improve our efficiencies in the following ways:

• Ability to upgrade and adapt the system in response to specific requirements of Commissioners and Service Users
• Full integration with leading call monitoring systems.
• Improved and automated management of compliance.
• Better integration with central management information reporting
• Ability to implement e-procurement processes and so streamline the referral pathways

Local Recruitment

Allied Healthcare undertakes to recruit its workers from within the local community to be serviced by a contract. We believe that by recruiting local Workers, we are able to maximise our retention levels, and this reduces the amount of time spent on travel thus providing maximum capacity of service to the Council.

We also benefit from a Central Recruitment Team supported by Regional Recruitment Officers, who provide dedicated recruitment resources to each branch as required, allowing the branch team to concentrate solely on standards of service delivery.

Staff Development

Allied Healthcare is committed to the continued professional development of its workforce. We have in place a dedicated Training Team, who are able to provide a wide range of both Induction and Specialist training courses to our Workers, ensuring their continued compliance with best practice and service standards. Further, we have recently secured £1.5 million of funding from the National Employment Service to assist in the completion of NVQ qualifications for our Workers, along with a £150,000 national contract with Skills for Care and its Training Strategy Implementation Funding (TSIF).

We also provide the opportunity for Branch and Head Office staff to attend training courses, and fully support all staff should they choose to undertake additional training outside of the Company. For example, several members of our Finance Department are currently completing CIMA qualifications and have been supported to work flexible hours in order to allow them to complete their studies.

Retention Strategies

Our focus on retention of Workers through professional development opportunities, recognition programmes, flexible working rotas and other available benefits, also demonstrates our commitment to the provision of “value for money” services. By placing priority on the retention of our workforce, we are able to minimise the time and resources that are dedicated to the recruitment of replacements, and focus instead upon the expansion and development of our service delivery.

Referral Pathways

In order to provide our Commissioners with a wide range of services, we have in place a Clinical and Continuing Health Care Services division who are able to respond effectively to referrals that require the provision of complex, health-related support. This division benefits from the extensive clinical experience of our Case Managers and Team Leaders, ensuring that we are able to deliver an excellent level of care and support to Service Users with more challenging and complex conditions.

We believe that having such dedicated, specialist divisions in place allows us to offer increased value for money to our Commissioners by minimising their procurement processes and so increasing efficiencies in the speed and quality of service delivery.

Communication and Consultation

Allied Healthcare is committed to working in Partnership with its Commissioners and other Stakeholders in order to create the opportunity to work together to promote the best interests of Service Users and their Carers. Allied believes in consultation with our Commissioners and the people using the service, so that they can bring their own knowledge, expertise and resources to bear in realising opportunities or resolving a problem.

In addition, we undertake to maintain open lines of communication with our Commissioners, sharing best practice and experiences from within our Company in order to assist them in the further development of their services.

Similarly, we welcome input from our Commissioners in order to inform our own development.