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Quality Assurance

Rehab Without Walls has a stellar reputation for providing a consistently high quality case management service. We are extremely proud of this reputation and take our duty to maintain the quality of our service very seriously, so we have a rigorous and continuous quality assurance process at the heart of our business, combining internal scrutiny, feedback from all our stakeholders and accreditation from external bodies.

CQC

Rehab Without Walls is delighted to be rated ‘outstanding’ by CQC. We have been awarded this rating in consecutive inspections in 2016 and 2018, for outstanding practice in the areas ‘safe’ and ‘well led’. CQC particularly commended Rehab Without Walls for our client-focused service and positive approach to risk management and the “open, encouraging and empowering” culture and ethos shared by management and staff.

Click here to see our latest inspection report in full.

“Staff and the management team were exceptional at empowering people to have as much control over their lives as possible and to achieve their maximum potential. Staff were passionate about the person-centred approach of the service and it was clear it was run with and for people.”

CQC inspection report, 2018

CARF

In 2009, Rehab Without Walls became the first UK case management company to be awarded full 3-year accreditation by the Commission on Accreditation of Rehabilitation Facilities (CARF) and the only company in the world to be accredited for the combined adult and paediatric brain injury case management programmes.

CARF is an independent, non-profit organisation, based in the USA, which carries out rigorous surveys of rehabilitation service providers and grants accreditation internationally. Their mission is

“To promote the quality, value and optimal outcomes of services through a consultative accreditation process that centres on the lives of the persons served.”

Rehab Without Walls shares CARF’s ideals and believes that their accreditation underlines our commitment to providing the highest quality case management service. Rehab Without Walls’ founders, Neil Brooks and Cathy Johnson, have worked with CARF since the early 1990s, participating in the development of standards and accreditation for brain injury services in Europe.

The CARF survey process is a rigorous examination of every aspect of clinical and business practice. Over two days, two surveyors, selected by CARF for their specialist expertise in the accreditation areas, scrutinise every aspect of the company.  While one surveyor visits clients, studies clinical documentation and interviews staff, instructing solicitors and other clinical contacts, the other examines policies, procedures and business plans, to ensure not only good clinical practice, but a sound business foundation. CARF expects accredited services to continually examine their business and clinical practice for areas to be improved upon and since our first accreditation in 2009 we have worked hard to do just that. RWW’s re-accreditation in 2012, 2015 and 2018 is testament to our commitment to continual growth and improvement.

Feedback from staff, clients and referrers

Honest feedback from the people providing, commissioning and, of course, receiving our service is extremely important to us, providing vital information about what we are doing well and any areas we may need to review our approach.

We use an external service, uSPEQ, to send out anonymous customer experience surveys periodically to all our clients, and employee satisfaction surveys to all staff, in both our clinical and support teams. As part of our clinical supervision process, solicitors and deputies who have cases with us will be contacted from time to time by one of our supervisors (either one of our directors or senior case managers) and invited to give feedback about a particular case manager they are working with. We are delighted to say that this has resulted in some fantastically positive feedback, but we hope that it also gives us the opportunity to address any concerns or issues at an early stage.

Complaints

We welcome feedback from our clients and referrers, as well as those who work alongside us. Of course we hope that everyone’s experience with Rehab Without Walls will be a positive one, but if there is a problem, we really want to know about it.

Information about how to make a complaint can be found in our Complaints Policy.