Quality and Service Improvement
Broadway is committed to ensuring all our services perform to the highest standard and continuously improve. Our aims are set out in a summary of our Quality, Performance and Outcomes Strategy 2013-16.
Some of the key things we do as part of the Quality, Performance and Outcomes Strategy include:
A programme of individual annual audits for all our client facing services carried out by trained client and staff auditors.
Organisation-wide audits on specific issues, such as client protection or the promotion of diversity and equality, to ensure all our services are operating to a high standard.
Mystery shopping to test our performance against our customer service standards by trained client mystery shoppers
Regular performance monitoring on key performance indicators, including weekly performance dashboards for every service.
A comprehensive range of regularly updated service delivery policies and procedures which clients help us develop via our Listening Lunches.
Our sector-wide Client Surveys Benchmarking Group.
Detailed Performance Standards for every single member of staff to set out clear expectations on performance.
The use of in-depth research carried out by Broadway's Research Team, for example on longer term outcomes for our clients, to improve our services.
Quarterly Continuous Improvement Reports for every service manager to review quality and performance indicators and set individual service targets for the next quarter.
We are constantly coming up with new and innovative ways of improving the quality of services provided to homeless people.
Below are a list of leaflets designed to improve our quality of service for clients:
Client customer service leaflet
Customer service leaflet (non-client specific)
Client handbook - for new clients
Client involvement leaflet
Client protection leaflet
For more information on any aspect of our quality work please contact Claire Tuffin, Quality and Governance Manager:
or 020 7710 0571