COMPANY NEWS

Taking Care retains TSA Accreditation with outstanding results

Our telecare services have once again been accredited against the TSA Quality Standards Framework (QSF).

October 14, 2022

TSA accreditation telecare operator

We are pleased to announce that after a full audit by the TSA, our three Emergency Resolution Centres (ERC) have once again been fully accredited against the TSA Quality Standards Framework (QSF).

The outstanding results achieved by our ERC teams across three sites (Exeter, Ashburton and Chichester) reflects the commitment across the whole business to deliver consistently high standards of care.

Taking Care has a clear strategy and objectives to ensure that quality governance and continuous quality improvement is embedded throughout the business.Chichester QSF independent auditor

The TSA QSF audit is a rigorous and independent assessment of services and processes that considers how we:

  • Deliver excellent quality every time
  • Provide safe and innovative service for customers
  • Demonstrate we have embedded quality into everything we do throughout our organisation, services and telecare solutions.

There was good empathy and support for the customer with operators sourcing relevant information in a gentle and thorough way.Devon QSF independent auditor

 

The "gold standard" of quality and safety in the TEC industry

We are dedicated to providing an exemplary level of quality and safety which is why we consistently invest in the best Technology Enabled Care solutions. We develop our teams of specialist Emergency Resolution Centre operators to help support the most vulnerable in our communities.

We are proud to have received such positive feedback from our auditors:

Taking Care has a clear strategy and objectives to ensure that quality governance and continuous quality improvement is embedded throughout the business.

There is evidence of a strong quality governance framework which clearly defines responsibilities and is aligned to the organisations vision and values. This was verified by evidence of policies and procedures, risk assessments, quality monitoring processes, appraisal and through discussion with the Management Team.

Governance meetings are held on a regular basis, with an agreed agenda and action points discussed.Chichester QSF independent auditor

As part of the audit verification process, the Auditor listened to recently recorded calls. They were conducted in line with the Parked Call Procedure and Deterioration Advice.

The information provided to emergency services was comprehensive particularly in relation to triage questions and (where applicable) updates about the customer’s condition were provided. There was good empathy and support for the customer with operators sourcing relevant information in a gentle and thorough way. Devon QSF independent auditor

 

Why become QSF certified?

QSF accreditation is particularly important in the TEC industry. As an independent audit and certification programme for the sector, regulated by the TSA (the telecare industry’s advisory body) it’s a stamp of safety and quality for the TEC service industry.

In a highly competitive, and largely unregulated industry, having a QSF certification is the best way to demonstrate that your emergency alarm monitoring services reach an exemplary level and demonstrate a benchmark of safety and quality that our clients not only respect, but rely upon.


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