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Action for Prisoners’ Families Seminar 25 June 2014 Quality services: ticking all the boxes.

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Presentation on theme: "Action for Prisoners’ Families Seminar 25 June 2014 Quality services: ticking all the boxes."— Presentation transcript:

1 Action for Prisoners’ Families Seminar 25 June 2014 Quality services: ticking all the boxes

2 Recognising quality in London prison visitors’ centres Ellen Dacre

3 Recognising Quality in London Prison Visitors Centres Ellen Dacre, Spurgeons Regional Manager 25 June 2014

4 London Prison Visiting Service Regional NOMS contract in 8 London prisons since 2011: HMP Wandsworth, HMP Brixton HMP/YOI Feltham HMP Pentonville, HMP/YOI Holloway HMP Wormwood Scrubs HMP Belmarsh HMP/YOI Isis

5 About the service Welcome and support 230,000 visitors a year through London Prison Visitors’ Centres Offer a supervised Play service during visits for 11,000 children per year Serve refreshments in Visits & in Visitors’ Centres Link families in need to external support agencies Provide high level Family Support to 1,300 visitors per year

6 What does Quality look like for us? Meeting commissioner KPIs Valuing service users as individuals Quality service provision is when these two priorities complement each other

7 Using the Recognising Quality toolkit Methodology for evaluation & improvement: Needs of visitors are understood and met Commissioners get what they pay for Statutory obligations are upheld We are meeting our charitable aims

8 Quality in action - Customer Satisfaction How well did we treat you? Did we make a difference? Is there anything else you want to tell us? You Said We Did feedback

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10 Quality in action - Safeguarding Safeguarding Incident reporting Senior management on-call 8am-10pm Safeguarding Advisor Annual Safeguarding Audit Mandatory staff training

11 Quality in action - Safeguarding Monitor reporting for trends Feed back to Spurgeons staff and prison staff about identified risk areas

12 Recognising Quality - summary Priorities - inclusive or narrow? Processes – evolving or static? Reflective practice – routine or occasional?

13 Recognising Quality in London Prison Visitors Centres Ellen Dacre, Spurgeons Regional Manager 25 June 2014

14 Action for Prisoners’ Families Seminar 25 June 2014 Quality services: ticking all the boxes

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