Age UK Newcastle’s Commitment to Quality

Age UK Newcastle is committed to providing high quality services in a flexible manner that consistently meets people’s individual needs, situation and expectations, achieves the highest level of customer satisfaction and are good value for money.

The management and facilitation of a range of Care and Support Services at Age UK Newcastle including:

  • Advice and Support Services.
  • Home Support.
  • Active Ageing Programmes.
  • Day Services and Befriending Services.

Age UK Newcastle is committed to quality and retaining the Organisational Quality Standards (OQS) for local Age UKs in England.  Through these Standards, our quality commitment is to:

  • Keep older people safe and well.
  • Be older people-centred.
  • Be well governed.
  • Be an effective organisation.
  • Value our volunteers and staff.
  • Be committed to working in partnership.

We will seek continual improvement in all of the above areas. We will also strive to continually improve the services that we offer, to address the future needs and expectations of our customers, partners and other interested parties. 

Age UK Newcastle is committed to providing high quality services in a flexible manner that consistently meets people’s individual needs, situation and expectations, achieves the highest level of customer satisfaction and are good value for money.  We are committed to providing services in a professional and ethical manner in full accordance with our values of being at all times and in all respects Focused, Responsive, Experienced, Caring, Fair and Positive. 

Where there is any concern regarding the quality of our services, whether from external comment or complaint or through internal monitoring, we are committed to investigating the issue and resolving it as positively and as quickly as possible.

Our Quality Management System is integral to the organisation and aligned to our strategic plan and organisational risk assessment. Each of these three elements are reviewed on an annual basis to ensure that they are appropriately updated.

Through meeting the OQS and the requirements of ISO 9001, Age UK Newcastle will demonstrate its commitment to fulfilling customer requirements – ensuring legal and regulatory compliance and enhancing customer satisfaction. The OQS and requirements of ISO 9001 also set the framework for our quality objectives and the continuous improvement of our Quality Management System (QMS).

 

                            Lynn Johnson -  Chief Executive – June 2017