• Coventry & Warwickshire Mind > Quality
  • Quality

    Our Quality Policy

    It is the policy of Coventry & Warwickshire Mind to provide a range of services which meet the needs and reasonable expectations of our service users, staff, volunteers and stakeholders. We are committed to ensuring that services are provided to agreed standards and are delivered within agreed financial parameters.

    All work is carried out in accordance with the highest professional standards aiming for continual improvement and stakeholder satisfaction through the involvement and participation of all levels of management, staff, volunteers, service users and other interested parties.

    Coventry & Warwickshire Mind will have a named quality lead and a Quality Group. The Quality Group will meet regularly (at least quarterly) to ensure the quality standards are being met, and to review solutions and ideas for development and improvement, so that well-developed service and strategic plans are in place.

    Coventry & Warwickshire Mind is committed to working to the highest levels of service specific standards, e.g. Quality Assessment Frameworks, as well as the highest levels of those organisational standards below, to assure quality of operation:

    • Mind Quality Mark (MQM)
    • ISO 9001:2015 Accreditation (ISO)
    • Care Quality Commission (CQC)
    • Thrive at Work Award

    Together, these quality standards provide a robust framework by which CW Mind can regularly review and improve its organisational policies, processes and procedures in all areas of the organisation including governance, leadership, finance, human resource management (including volunteers), health and safety and performance management. These frameworks ensure that CW Mind remains a healthy, ambitious and strong organisation that is part of a network of local Mind’s


    • Consistently high-quality services that meet the needs of clients and applicable statutory and regulatory requirements;
    • Services that are safe, caring, responsive, effective and well-led;
    • Services that mirror and learn from best practice;

    Services will be assessed regularly against the above standards, to ensure that the highest possible levels are being achieved. When any shortfalls in performance are identified, these will be addressed in the strategic and operational plans for development and improvement.

    Coventry & Warwickshire Mind will aim to secure funding from all appropriate funding sources and ensure that it provides the relevant performance management data and reports required to the funders. It will also seek to involve funders closely in its work, particularly in quality improvement.

    Coventry & Warwickshire Mind will agree the scope of its activities and ensure that it provides appropriate high quality and innovative services that are co-produced and meet the needs of its users, within legislative requirements. It will also ensure that all services are delivered by a highly skilled, trained, motivated and well-supported workforce.

    The implementation of the quality policy is the responsibility of all staff, led by the Senior Management Team under the direction of the Board of Trustees. All staff are expected to work together in ensuring that activities are controlled and delivered in a manner compatible with achieving required service levels and obligations effectively.

    Coventry & Warwickshire Mind will ensure that all interested parties, at all levels of the organisation, are represented in decision-making processes that contribute to the development and improvement of services. Service users’ involvement will be central to this process.

    Coventry & Warwickshire Mind will also work in partnership with other appropriate organisations where such collaboration would be of benefit to mental health service users. When Coventry & Warwickshire Mind’s services are not appropriate, service users will be signposted to an organisation that can provide the required support.

    All staff, volunteers and trustees shall adhere to the documented processes in order to achieve a consistent approach to quality assurance.

    All documents affecting quality are made available to all staff electronically.

    This Quality Policy will be reviewed annually by the Quality Group, in order to ensure its continuing appropriateness, and will be distributed to all staff via email.