What is the Impartial Feedback Service?

Our Impartial Feedback Service (IFS) is the most effective way of gathering open and honest feedback from key stakeholders. We then utilise this valuable insight from within your service to create an appropriate development plan for you to push forward the quality of your provision.

Our IFS also includes the Skills Training And Needs Audit (STAN) that concentrates on finding out more about the current competence, knowledge and confidence levels of your workforce. This is completely free of charge for HCPA Silver and Gold members.

Why use our Impartial Feedback Service?

Our Impartial Feedback Service (IFS) is available to all HCPA members and effectively captures, analyses and acts on impartial feedback, which is hugely beneficial to your business and is an excellent quality evaluation and improvement method to see how your organisation is performing.

By completing the IFS, you will be conforming to Health & Social care Act Regulation 17: “Providers must seek and act on feedback from people using the service, those acting on their behalf, staff and other stakeholders so they can continually evaluate the service and drive improvement.”

Please note: Hertfordshire County Council contracted services are required to complete an impartial feedback service every two years.

“The feedback was excellent in that it gave us a picture of how our staff, residents, relatives and other professionals feel about our home. We will take all the points raised on board and work towards improving our service.”

– Autumn Vale

What’s included in our Impartial Feedback Service?

Part-funded by Hertfordshire County Council, Silver and Gold members can undergo the IFS free of charge*

360-degree feedback from staff, service users, family members of service users, and professionals

User-friendly evaluation forms are available online or on paper (with pre-paid envelopes included)

– Completion of the IFS (including the action plan) can lead to Gold HCPA membership if CQC rating is ‘good’ or above

– Evaluation questions aligned directly to the CQC Key Lines of Enquiry

Comprehensive consultation, analysis, report, action plan, review and support

– The final report is welcomed by and shared with CQC, Hertfordshire County Council and CCG monitoring officers (only at your request)

– Completion of the IFS (including the action plan) leads to Gold HCPA membership

Price for HCPA Members

“An excellent cost-effective way to carry out quality assurance in our home. You receive an easy-to-read report based on the five KLOEs and the service is recognised by Hertfordshire County Council and the CQC as evidence for how you view and learn from peoples’ experiences and improve your service; which is the main reason why we use it.”

– Grace Muriel House
Rated Outstanding by CQC

Also included with the Impartial Feedback Service as a standalone service…

The HCPA Skills Training and Needs (STAN) audit is a service that is an additional component of the Impartial Feedback Service. The STAN audit concentrates on finding out more about the current skills of your workforce.

How does our STAN audit work?

Focusing on the Skills for Care Core Standards, the service provides the Leader with information collected directly from their care team to inform on how knowledgeable, competent, and confident their staff feel in their current job role.

The STAN audit will also identify gaps and lapses in mandatory training. A report highlighting the skills gap is provided along with specific comments from staff and potential solutions.

The full spreadsheet of data collected is provided to the manager to enable specific follow-up and targeted support.

Why use our STAN audit?

As an employer, you will need to understand the learning and development needs of your individual staff and this tool will help you do this.

You can benefit from STAN as it:

  • Is a valid and valuable Workplace Skills Plan
  • Is free of charge to HCPA Silver and Gold members
  • Improves skills and knowledge
  • Lowers training and development costs as development efforts are more focused

If you would like this service run but are neither a HCPA Silver or Gold Member, there is a cost of £100 to HCPA standard members.

Cost of STAN audit
Standard Members Silver / Gold Members
£100 Free

“We have been seriously impressed with the content and how it relates to a CQC inspection. The guidelines given have been invaluable and have pointed us in the direction of services that we were unaware we could access beforehand. We would highly recommend this to all care services as a valuable tool.”

– Bluebird Care | Welwyn & Hatfield