Our Approach to Quality
Headway’s Quality Statement
“Headway is committed to continually improving our service delivery and practices as an organisation. We seek to increase the positive outcomes for clients of our services and continue to initiate new approaches in our work that can further support our mission and core values. We are committed to actively seeking information from clients, their families, employees, referral sources, funding sources and other stakeholders. We are committed to providing services in a manner that utilizes all inputs to best serve the needs of the clients we serve.”
Internationally Accredited Services
We are always striving to improve the quality of the service we provide and achieve the highest standards possible. Our adult brain injury programmes for Home and Community and Vocational Services have been awarded the maximum three-year standard of accreditation by CARF International
What is Accreditation?
Accreditation by CARF International is official recognition that Headway is guided by internationally recognised service standards and best practices. It demonstrates that we are commited to reducing risk, addressing health and safety concerns, respecting cultural and individual preferences, and providing the best possible quality of service. The three year accreditation for Headway is the highest possible award under the scheme.
Accreditation also demonstrates that our organization values the input of our clients and is accountable to the community. It shows that we have made a specific commitment to put the needs of our clients at the centre of everything we do and that we respect the rights and individuality of all our clients.
USPEQ (pronounced “you speak”)
Every year we conduct a survey of all our clients, service users, funders, family members and other people with an interest in Headway. The survey uses a system called USPEQ which allows us to compare how we are doing with other similar organisations.
The 2016 client survey conducted through USPEQ (that is “you speak”) again shows high levels of satisfaction with Headway. The areas in which we received the highest score were:
- Respectful of gender
- Respectful of Culture
- Respectful of sexuality
- Staff respected privacy
- Overall Satisfaction with Services Received
Our highest performing areas perform very well in comparison to the benchmarks (where available) for Medical Rehabilitation programmes. Of note, this year a new indicator has moved into our top 5 highest performing areas, one we are very proud of – 99.5% of respondents reported being satisfied overall with the service received in Headway up from 98.1 % in 2014.
Kieran Loughran CEO says “Once again, it is gratifying to know that our service users are very satisfied with service they receive. It is particularly encouraging to see that of the areas indicated for performance improvement, 3 out of these 5 have seen improvements from 2014 to 2016 ”
You can download abridged reports for the following years: