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Commitment to Quality of Service

Continual improvement from a learning organisation

Every Integra employee understands delivering high quality services tailored to the needs of every individual is fundamental to their role.

Delivering quality of service

Our service is only as good as that experienced by each individual we support, and each partner we work with, in that moment. We recognise we will only be successful if all team members have a commitment to achieving the highest possible quality and to contributing to a learning culture that acknowledges what we are doing well and can do better.

Our local and central managers are responsible for monitoring the quality of delivery of services and for ensuring improvements are addressed on a timely basis.

We have:

  • Weekly and monthly management review meetings (with supporting operational and client-focused reporting)
  • A Quality Assurance Panel
  • Regular meetings with our partners to discuss potential improvements in the quality of our service
  • Quarterly meetings where service provision for every individual is assessed jointly
  • An annual report within each home on the quality of care and service provided

Our quality management system

  • Is designed to incorporate, at its heart, the experiences of individuals we support and their perspective on how we can improve services on their behalf
  • Takes account of client, partner and staff feedback (including surveys and suggestions)
  • Meets ISO 9001:2015 requirements (as independently verified and accredited)
  • Supports continual improvement of our services from a balanced assessment (including customer experience, service excellence, efficiency, effectiveness and regulatory perspectives)
  • Supports effective internal monitoring of the quality of services provided and allows us to identify issues to address on a timely basis
  • Assists our partnership working where we seek to work through any shared issues impacting quality of service with our partners
  • Is itself kept under review – for instance, the incorporation of a client forum into our system

Wales Quality Award and Investors in People

Integra won the “People Development Prize” and achieved a silver Wales Quality Award in 2012.

The Wales Quality Award is open to all organisations in Wales (public, private and not-for-profit). This is a well respected quality award based upon the application of the EFQM Business Excellence model.

Integra is accredited by Investors in People and was the 3rd organisation in Wales to receive the Bronze award.

Integra was also recognised as a top 100 healthcare employer in 2010.

CIW Inspections

All of our services are inspected regularly by Care Inspectorate Wales and have had positive recent inspection reports.

Service Overview

Integra provides residential care, domiciliary care and supported accommodation services.

We support clients across South Wales. 

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Integra welcomes referrals for men and women over 18 with a mental health diagnosis and/or an acquired brain injury. 

We have residential care, supported accommodation and outreach services in Cardiff, Carmarthenshire, Neath, RCT and Swansea.

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Working for Integra

What it's like to work as part of the Integra team.

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