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 2019 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 culture
- Respected as a person
- Respectful of sexuality
- Felt safe here
- Respectful of gender
- Staff respected privacy
- Respectful of age
- Information was kept private
- Overall satisfaction with services received
Our highest performing areas perform very well in comparison to the benchmarks (where available) for Medical Rehabilitation programmes.
You can download abridged reports for the following years:
- 2019 download an abridged report for 2019 here
- 2018 download an abridged report for 2018 here
- 2017 download an abridged report for 2017_here
- 2016 download an abridged report for 2016 here
- 2014 download an abridged report for 2014 here
- 2013 download an abridged report for 2013 here
- 2012 download an abridged report for 2012 here