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National Care Group | Quality Account

The Quality Account 2020/21 gives a great insight into what National Care Group achieved in the year and what it plans to do going forward.

Mike Cleasby, Quality Director introduces the 2020 /21 Quality Account

The last 12 months have been extremely challenging for social care providers, but it has also shown us some truly heart-warming stories of how resilient our colleagues and individuals we support have been throughout this global pandemic. We must also say a big thank you to families who have continued to support us throughout the pandemic.


During the past 12 months we have continued to embed and build upon a number if quality initiatives. It is pleasing to see our governance systems and processes have been recognised by regulators, which has led to further improvements in our ratings. We have adapted our audits throughout the year to respond to changes in Government guidance, this has helped keep individuals we support safe, whilst we continuously learn, develop, and grow as an organisation.


We have invested in the Quality Team during the year including Two Practice Development Leads and a Data Analyst. These roles have been key to our continued development, we know future regulatory inspections will focus on outcomes for the individuals we support and will be data driven, it is essential we have the right infrastructure in place to support services.

Your Views Count

During 2020/21 we sent our surveys to all individual’s we support, families and colleagues. As a result of the surveys we have developed local ‘You Said, We Did’ action plans. We will continue to use this intelligence to help us improve quality and outcomes for individual’s we support. We will use the information from staff surveys to further improve recruitment and retention. Please watch out for further surveys during 2021/22 as Your Views Count!

Colleague Development and Engagement

Throughout the year we have continued to use a variety of forums to engage and develop our colleagues. These forums include our virtual conference, tea and chat with the Executive, Zoom Masterclasses and Best Practice and Innovations Group. We have also now produced 14 versions of #QualityMatters. The publications are on key topics such as closed cultures, STOMP and Right support, right care, right culture. During the pandemic we continued to deliver on our learning and development commitments, one of the personal highlights for me is the amount of managers who have now undertaken the mental health first aid course.

Key Facts

  • NCG continues to be a provider of choice and now supports over 1250 individuals.
  • Despite the challenges faced during the Covid pandemic, NCG continued to attract new colleagues including people who had not worked in care before. We now employ over 2400 colleagues.
  • National Care Group has continued to work with Local Authorities to meet local need and now supports individuals in 249 locations throughout England and Wales.
  • We have embedded a number of quality initiatives and despite the challenges of the covid pandemic we have seen our compliance ratings improve.
  • NCG has signed up to the STOMP pledge and is committed to ensuring individuals with a learning disability and or autism are not over medicated.
  • We have signed up to the Restraint Reduction Network and have systems in place to monitor physical interventions and the use of PRN medication.
  • All regions now have risk and governance committees in place which feed into a national committee which is independently chaired.
  • 95% of individuals we support feel safe in their own homes
  • 93% of relatives felt the standard of care was good
  • 97% of families felt that communication with services was good

Priorities for the Next Year

I am proud of the systems and processes we have put in place across NCG to improve quality and outcomes for the individuals we support. If I had to pick 3 personal priorities for the year ahead, they would be:

  • Develop a system which further enhances advocacy for the individuals we support. Each services will have a local process which feeds into a regional structures which then feeds into the NCG Board.
  • Involve individuals we support in inspecting and monitoring the quality of services.
  • Embed the STOMP principles within services.
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