Home > About Us > Governance & Service Improvement Governance & Service Improvement Our Approach to Compliance At Amore Complex Care, we are committed to providing safe, high-quality, person-centred care across all our services. Our approach integrates service improvement, workforce planning, quality management, client safety, risk management, and continuous learning, ensuring that governance and transparency are embedded in everything we do. To achieve this, our care planning and providing is supported by our advanced digital care management platform, iplanit This infrastructure ensures that care delivery data remains transparent, up to date, and fully accessible to authorised health and social care professionals, as well as family members where authorised. Service Improvement Plan Central to our work is the Service Improvement Plan (SIP), which outlines our vision, priorities, performance framework, risks, and improvement actions. The SIP focuses on continuous development across our complex care services, covering both CQC-registered branches. Through iplanit, our live management dashboards give our team the ability to monitor care delivery and service-level performance indicators automatically, driving proactive quality assurance across all locations. Key areas include Mobilisation Team Support Onboarding new care packages and managing transitions into long-term case management Policies & Frameworks Integrating national and local strategies, CQC guidance, health policies, and legislative requirements to ensure best-practice, person-centred care Every goal recorded on iplanit – with many other systems in operation – and is linked directly to at least one KPI mapped to the CQC Key Questions and Quality Statements. This ensures our daily support remains fully compliant with standard frameworks and provides clear evidence of positive outcomes Strategic Goals Enhancing staff training, expanding community-based services, improving care coordination, and fostering strong partnerships with local health and social care providers We maintain real-time tracking of individual outcomes and daily check-ins, allowing our team to coordinate care seamlessly across multidisciplinary networks. By embedding these frameworks, including preparations for Mental Health Act reform and adopting principles from the Patient Safety Incident Response Framework (PSIRF), we ensure that care is safe, effective, and responsive to the needs of individuals with complex learning disabilities. Our care provision is further protected by a live alert panel within iplanit that immediately flags missed support tasks or overdue outcomes, providing our operational teams and clinical teams with the insights required to intervene early. These may include things like new incidents requiring attention, overdue care plans and other alerts to support continuous service improvement. Workforce Planning & Implications The safety and wellbeing of both the individuals we support and our staff are always at the forefront. We back this commitment with iplanit’s live alert panel, which includes things like overdue outcomes, assigned incidents, incidents needing attention and overdue support plants to office-based managers, allowing for intervention and absolute safety oversight across all shifts. A highly skilled, flexible, and resilient workforce is critical to achieving our strategic goals. Workforce planning ensures the right people with the right skills are in the right place at the right time, while addressing challenges such as: Increased demand for services Recruitment and retention pressures An ageing workforce Evolving roles to meet service user needs Financial pressures and virtual learning delivery Our workforce strategy includes induction, supervision, professional development, and contingency planning to maintain service continuity. The safety and wellbeing of both service users and staff are always at the forefront. Prior to new team members joining, every candidate undergoes a robust screening process. This includes enhanced DBS checks, right to work verification, employment history and reference checks, qualification and professional registration verification where required, and a thorough interview to ensure they share our commitment to compassionate, person-centred support. Get in Touch If you’re looking to arrange a support package, please get in touch with our friendly team. Contact Us Call Complex Care Management & Quality Assurance Framework Within our Complex Care Management and Quality Assurance Framework, each member of the team has clearly defined responsibilities, ensuring accountability across all levels of service delivery. While specific tasks vary, everyone contributes to maintaining compliance, monitoring performance, responding to incidents, and embedding lessons learned. This structured approach ensures that governance is consistent, improvements are systematically implemented, and every team member understands their role in delivering safe, high-quality care. Our Quality Management System integrates moa benchmarking and Mitti to monitor performance, compliance, and risk – alongside iplanit, our digital care planning platform. iplanit replaces paper-based records with a fully auditable system where every note, log, and goal update is time-stamped and attributed to the staff member who completed it. Care plans are live and regularly reviewed, with each client’s goals linked directly to CQC quality statements and KPIs. Risk assessments sit within the platform at the individual care plan level, giving managers and stakeholders a joined-up view of the support being delivered and the risks being managed. A core principle of our QMS is learning from both positive and negative outcomes. Through root-cause analysis, lessons are identified, shared, and embedded into service improvements, with iplanit’s documentation trail providing the evidence base that informs those reviews. Client Safety Incident Response Framework (CSIRF) Our CSIRF, adapted from NHS PSIRF principles, ensures a proactive, learning-focused approach to client safety. It promotes a Just Culture, focusing on systems and processes rather than individual blame. Two digital tools underpin this framework. iplanit supports it directly, with staff completing digital notes and logs throughout the shift to create an up to date, time-stamped record that can be reviewed when incidents occur or near misses are identified. Alongside this, moa, our digital governance and continuous improvement tool overseen by our Service Improvement Manager, brings incident reporting, risk management, audits and feedback into one place, giving us a live view of emerging themes and the ability to act on them quickly. • Reporting all incidents and near misses promptly via moa • Categorising incidents by impact and applying proportionate responses • Engaging staff, clients, and families in learning • Translating findings into SMART corrective action plans The framework ensures that lessons from both positive and negative outcomes inform policy, training, and practice. Because iplanit maintains a full and attributable record of care delivery, our teams have the documentation needed to conduct thorough root-cause analyses and embed meaningful improvements into everyday operation Risk Management & Risk Register Effective risk management underpins service quality. Our risk register, fully integrated into moa benchmarking, tracks and mitigates both operational and organisational risks. At the individual client level, risk assessments are managed directly within iplanit, sitting alongside the care plan items they relate to – ensuring that the risks associated with each person’s support are visible to the staff delivering it, not siloed in a separate system. Each risk has a named owner, is regularly reviewed, and is aligned with audit schedules and incident management. This ensures transparency, proactive mitigation, and oversight by the Senior Management Team and Board of Directors – with iplanit’s real-time records providing an additional layer of evidence that risks are being actively monitored and responded to at the point of care. Loss of personnel and impact on service continuity Business continuity in emergencies or unexpected events Compliance and regulatory risks Financial and operational risks Each risk has a named owner, is regularly reviewed, and is aligned with audit schedules and incident management. This ensures transparency, proactive mitigation, and oversight by the Senior Management Team and Board of Directors. MEET THE TEAM Quarterly Safety & Assurance Reporting We provide quarterly safety reports to the Senior Management Team and Board of Directors, offering assurance on safety and governance performance across both branches. Our quarterly assurance reviews provide insight into the performance and safety of our services across both branches. These reviews reflect the organisation’s ongoing commitment to a maturing safety culture, effective governance, and proactive incident management. Lessons are systematically identified and embedded into practice, with a focus on areas such as medication management, behavioural support, and safeguarding. Data drawn from iplanit – including goal progress, support task completion, incident reporting, and notes and logs – contributes directly to these reviews, providing a real-time evidence base that sits alongside our moa benchmarking and audit findings. Quality inspections and audits help to monitor compliance and inform improvements, while feedback from complaints and compliments is used to ensure services remain accessible, responsive, and person-centred. This approach provides assurance to leadership, staff, and stakeholders that governance processes are robust, risks are managed, and continuous learning is embedded across the organisation. Positive Culture and Feedback We actively encourage feedback from service users, families, and staff. This includes compliments, complaints, and learning events, which directly inform our improvement actions. Positive examples include: • Staff being recognised for dedication and high expectations in supporting individuals’ goals • Improvements in medication administration through new protocols and huddles • Service users feeling more confident and empowered in their care Our commitment to transparency is reinforced by initiatives such as the “You Said, We Did” bulletin, demonstrating responsiveness to feedback. Continuous Improvement Across all branches, learning and improvement are embedded in every aspect of governance. iplanit, moa benchmarking, Epona for behavioural analysis and Mitti work together to ensure that data from care delivery, audits, and incident management feeds directly into how we develop our services and our people – driving consistent improvement through audit and incident insights, employee development, integrated governance, and insight-driven change. Audit & Incident Insights Audit findings and incident analyses inform policy and practice updates Employee Development Workforce development and supervision are linked to service improvement actions Integrated Governance Risk registers, QMS audits, CSIRF reviews, and SIP objectives are integrated to provide a holistic approach to quality and safety Insight-Driven Change Regular monitoring ensures that lessons learned – both positive and negative -lead to tangible improvements in care delivery Our Quality Commitment At Amore Complex Care, our commitment to continuous improvement, transparency, and accountability means we consistently deliver safe, responsive, and person-centred care. If you would like to learn more, please get in touch with our friendly team. Contact Us Trusted Complex Care Provider “The constant support from my colleagues and management right through to the Directors means we can work together to ensure we deliver the best care and support to both our clients and staff members. It is a pleasure to work for Amore Complex Care!” Senior Complex Care Support Worker Amore Complex Care “It has been refreshing to work with a team that are so dedicated and committed to supporting individuals to achieve their goals and dreams.” Assistant Behaviour Analyst Halton Borough Council “We feel our daughter is completely safe and has a quality life. Her Support Team ensure she is well cared for and loved. She is fully supported and encouraged in everything she does. Amore Complex Care give us as parents peace of mind.” Rob Parent of an individual we support “I would just like to say how pleased I am with the support my son is getting. His Support Workers are great with him and have his best interests. They are always respectful to him and his dignity. They are also always respectful to me when I visit.” Parent of an individual we support Amore Complex Care Download our Brochure Enter your email to receive a downloadable copy of our brochure. Δ By clicking Download you’re confirming that you agree with our Privacy Policy
