Learning, improvement and innovation: good

W4. How does the service continuously learn, improve, innovate and ensure sustainability?

Characteristics of a service we would rate as good in this area

The service defines quality from the perspective of the people using it. Managers are knowledgeable about quality issues and priorities, understand the challenges, and take action to address them. Quality assurance arrangements are robust and identify current and potential concerns and areas for improvement.

There is a strong focus on continuous learning at all levels of the organisation. Staff have objectives focused on improvement and learning. Leaders, managers and staff consider information about the service’s performance and how it can be used to make improvements.

Performance information is used to hold staff to account.

Concerns are investigated in a sensitive and confidential way, and lessons are shared and acted on.

The service measures and reviews the delivery of care against good practice guidance. Leaders and managers ensure that good practice is shared and acted on throughout the service.