# Monitoring Service Quality Review service delivery, provide feedback to staff, and ensure compliance with quality standards. ## Quick Steps (For Managers/Coordinators) 1. **Review the Stream** - See latest activities across your organisation 2. **Read progress notes** - Check quality and completeness 3. **Provide feedback** - Comment directly on progress notes 4. **Track incidents** - Monitor and respond to any issues 5. **Review goals progress** - Check participant outcomes ## Related Guides ### Quality Management: - [Getting Started with Quality Management](../features/quality-management-system/getting-started.md) - [Incident Management](../features/quality-management-system/incident-management.md) - [Risk Management](../features/quality-management-system/risk-management.md) - [Feedback Management](../features/quality-management-system/feedback-complaints.md) ### Progress Monitoring: - [Progress Notes - Best Practices](../features/progress-notes/best-practices.md) - [Timeline - Working with Records](../features/circle-of-care/timeline-and-records.md) ### Complete Documentation: - [Quality Management System](../setup-and-configuration/staff-management/index.md) --- ## Daily Quality Monitoring ### The Stream **Your Quality Dashboard** The Stream shows real-time activities: - New progress notes - Document uploads - Appointments created - Incidents reported - Comments and feedback **How to Use:** 1. Open the **Stream** (usually on home page) 2. Filter by activity type (e.g., progress notes) 3. Click items to review details 4. Comment or provide feedback 5. Follow up on issues --- ## What to Monitor ### Progress Note Quality: ✅ **Complete** - All required fields filled ✅ **Specific** - Clear description of what happened ✅ **Goal-focused** - Links to participant goals ✅ **Professional** - Appropriate language and tone ✅ **Timely** - Created promptly after service ### Service Delivery: ✅ Services align with participant plans ✅ Staff qualifications match service requirements ✅ Participant choice and preferences respected ✅ Person-centred approach evident ### Compliance: ✅ Documentation meets regulatory requirements ✅ Incidents reported promptly ✅ Staff certifications current ✅ Participant consent documented --- ## Weekly Quality Review **Recommended: Friday Afternoons** 1. **Review This Week's Notes** - Read sample of progress notes 2. **Check Incident Reports** - Any incidents this week? 3. **Staff Performance** - Note excellent or concerning patterns 4. **Participant Feedback** - Any complaints or compliments? 5. **Provide Feedback** - Comment on notes, email staff if needed --- ## Providing Feedback ### On Progress Notes: - Click the progress note - Add a comment - Tag the staff member - Be specific and constructive ### Examples: ✅ **Good:** "Great documentation of how this activity supported Sarah's independence goals. Keep up the detailed observations!" ✅ **Constructive:** "Please include more detail about how the activity went. What specific support did you provide? How did John respond?" --- ## Quality Indicators ### Red Flags (Investigate): 🚩 Progress notes incomplete or vague 🚩 Multiple incidents with same participant or staff 🚩 Services don't align with participant plan 🚩 Participant feedback/complaints 🚩 Staff consistently late with documentation 🚩 Hours significantly different from scheduled ### Positive Indicators (Celebrate): ✅ Detailed, goal-focused progress notes ✅ Participant achieving goals ✅ Positive feedback from families ✅ Staff proactive about participant needs ✅ Timely, complete documentation ✅ Effective incident management --- ## Using Quality Management System (QMS) *Available for organisations on QMS plan* ### Incident Management: - Review incidents regularly - Ensure proper investigation - Track corrective actions - Learn from near-misses ### Risk Management: - Identify potential risks - Assess likelihood and impact - Implement controls - Monitor effectiveness ### Feedback & Complaints: - Review feedback submissions - Respond promptly - Track resolution - Identify improvement opportunities Learn more: [Quality Management System](../setup-and-configuration/staff-management/index.md) --- ## Monthly Quality Assurance **End of Month Review:** 1. **Overall Metrics:** - Total services delivered - Progress notes completion rate - Incident frequency - Participant feedback trends 2. **Staff Performance:** - Documentation quality by staff member - Timeliness of notes - Incidents by staff member - Training needs identified 3. **Participant Outcomes:** - Goal progress across participants - Service utilization - Plan review dates approaching - Client satisfaction 4. **Action Items:** - Staff training needed - Process improvements - Recognition/celebration - Follow-up on concerns --- ## By Role ### For Managers: - Organisation-wide quality monitoring - Staff performance reviews - Policy and procedure compliance - Quality improvement initiatives ### For Coordinators: - Participant-specific quality monitoring - Support worker performance - Service delivery alignment with goals - Family/participant satisfaction ### For Support Workers: - Self-review of your own notes - Peer learning from good examples - Implementing feedback - Continuous improvement --- [Need to raise a request? Contact us.](https://conversations-app.brevo.com/)