QUALITY & SAFEGUARDING
Safe care needs clear systems and accountable people.
Quality is built through recruitment, training, supervision, care planning, daily records, reviews and action when something is wrong.
SAFER RECRUITMENT
Identity, employment history, references, right-to-work evidence and appropriate DBS checks are reviewed before a worker begins unsupervised duties.
TRAINING AND COMPETENCY
Induction, role-specific learning, observed practice and refresher activity help staff work within their competence.
SUPERVISION AND SUPPORT
Supervision, spot checks and team communication help identify learning needs, good practice and concerns.
CARE REVIEWS
Care records, feedback and changing needs inform reviews. Plans are updated rather than left as static documents.
INCIDENTS AND LEARNING
Incidents are recorded, escalated and reviewed. Immediate safety comes first, followed by learning and improvement.
SPEAKING UP
People using the service, families and staff can raise concerns through safeguarding, complaints and whistleblowing routes.
CARE QUALITY COMMISSION
The Care Quality Commission is the independent regulator of health and adult social care in England. Civic Healthcare is registered with CQC. Regulation is one part of accountability. Day-to-day quality also depends on accurate records, competent staff, open reporting, responsive reviews and clear ways to speak up.
SAFEGUARDING
If someone is in immediate danger, call 999. Tell Civic immediately on 0113 856 2374 if the concern involves our service. You can also contact Leeds Adult Social Care or the relevant local authority safeguarding team.
COMPLAINTS
Raise a concern as soon as possible. We will acknowledge it, explain who is handling it, investigate proportionately and provide an outcome. Raising a complaint must not affect the care a person receives.
QUALITY & SAFEGUARDING
Safe care needs clear systems and accountable people.
Quality is built through recruitment, training, supervision, care planning, daily records, reviews and action when something is wrong.
Safer recruitment
Identity, employment history, references, right-to-work evidence and appropriate DBS checks are reviewed before a worker begins unsupervised duties.
Training and competency
Induction, role-specific learning, observed practice and refresher activity help staff work within their competence.
Supervision and support
Supervision, spot checks and team communication help identify learning needs, good practice and concerns.
Care reviews
Care records, feedback and changing needs inform reviews. Plans are updated rather than left as static documents.
Incidents and learning
Incidents are recorded, escalated and reviewed. Immediate safety comes first, followed by learning and improvement.
Speaking up
People using the service, families and staff can raise concerns through safeguarding, complaints and whistleblowing routes.
CARE QUALITY COMMISSION
Independent regulation
The Care Quality Commission is the independent regulator of health and adult social care in England. Civic Healthcare is registered with CQC.
Regulation is one part of accountability. Day-to-day quality also depends on accurate records, competent staff, open reporting, responsive reviews and clear ways to speak up.
How quality is monitored
- Care-plan reviews and feedback
- Supervision, observations and competency checks
- Incident reporting, investigation and learning
- Complaints, compliments and concerns
- Safeguarding reporting and cooperation
- Actions tracked through to completion
CQC’S FIVE KEY QUESTIONS
How care quality is assessed
CQC asks whether a service is safe, effective, caring, responsive and well-led. These five questions help people understand what good care should look like.
Read CQC’s official explanation ↗Safe
People are protected from abuse and avoidable harm.
This includes safeguarding, risk management, safer staffing, medicines practice and learning from incidents.
Effective
Care achieves good outcomes and supports quality of life.
This includes assessment, consent, staff competence, nutrition and hydration, and coordination with other professionals.
Caring
People are treated with compassion, kindness, dignity and respect.
This includes protecting privacy, listening carefully and involving each person in decisions about their support.
Responsive
Services are organised to meet people’s individual needs.
This includes personalised plans, accessible communication, timely reviews and clear routes for feedback and complaints.
Well-led
Leadership and governance support high-quality, individual care.
This includes clear responsibility, supervision, accurate records, open reporting, learning and continuous improvement.
Important: This page explains the systems Civic uses to support quality. It does not replace an official CQC assessment, judgement or rating.
SAFEGUARDING
If you are worried about abuse or neglect
Tell Civic immediately if the concern involves our service. If someone is in immediate danger, call 999. You can also contact Leeds Adult Social Care or the relevant local authority safeguarding team directly.
Safeguarding routes and information →COMPLAINTS
If something is not right
Raise the concern as soon as possible. We will acknowledge it, explain who is handling it, investigate proportionately and provide an outcome. Raising a complaint must not affect the care a person receives.
How to make a complaint →NEXT STEP
Start with a conversation
Tell us what has changed and what support may help. You do not need to know the name of the service before you call.