Service Management & Quality Assurance Framework
Delivering Safe, Effective and Person-Centred Care
At The Flame Lily Healthcare, quality is not a one-time achievement—it is embedded into everything we do.
Our Service Management and Quality Assurance Framework provides the structure through which we plan, deliver, monitor and continuously improve our services. It ensures that the people we support receive safe, effective, responsive and person-centred care that promotes independence, dignity and wellbeing.
Our approach is guided by:
The Health and Social Care Act 2008 (Regulated Activities) Regulations
Care Quality Commission (CQC) Fundamental Standards
Mental Capacity Act 2005
Care Act 2014
NHS and Local Authority quality standards
ISO 9001 Quality Management
ISO 20000 Service Management
ISO 27001 Information Security
Our Quality Promise
We are committed to:
Delivering safe and effective care
Promoting independence, choice and control
Supporting positive outcomes
Listening and acting on feedback
Investing in staff development
Continuous improvement through governance and audit
Maintaining strong partnerships with families, commissioners and healthcare professionals
How We Monitor Quality
Our management team undertakes a structured programme of quality monitoring and assurance, including:
Clinical and Care Audits
Care plan audits
Risk assessment reviews
Medication audits
MAR chart audits
Incident reviews
Safeguarding monitoring
Governance Oversight
Monthly governance meetings
Service performance reviews
Quality improvement plans
Regulatory compliance monitoring
Lessons learned reviews
Feedback and Engagement
Service user surveys
Family feedback
Professional feedback
Complaints and compliments monitoring
Service user meetings
Staff Development and Competency
Our people are our greatest asset.
We maintain a robust programme of:
Induction training
Mandatory training
Specialist competency assessments
Supervision and appraisal
Continuous professional development
This ensures staff have the knowledge, skills and confidence to deliver high-quality support.
Technology Supporting Quality
We utilise modern digital systems to strengthen quality, safety and accountability, including:
Digital care planning
Electronic quality monitoring
Governance dashboards
Incident reporting systems
Secure information management
These systems help us ensure care records are accurate, current and aligned with the needs of the people we support.
Continuous Improvement
Following our latest CQC assessment, House of the Flame Lily achieved an Overall Good rating across all five domains:
Safe
Effective
Caring
Responsive
Well-led
We remain committed to continuous learning and improvement as we work towards achieving Outstanding.