Older People's Service at ECL Colchester (Maryland's) shines in Quality and Governance Assurance Assessment

QGAA is a robust quality assessment process used to evaluate ECL’s services which are not required to be registered and inspected by the Care Quality Commission. It consists of four domain areas; Service Management, Customer Support and Experience, Staff Support and Development and Site & Safety, which are then split into several areas. There are four available overall rating outcomes; Outstanding, Good, Requires Improvement and Inadequate.

Not only did Marylands achieve ‘Outstanding’ in the domain of Customer Support and Experience, but they also achieved ‘Outstanding’ in 12 areas including ‘Communication’, ‘Service Quality Assurance’, ‘Nutrition and Hydration, ‘Customer Feedback’ and ‘Service Development’

In relation to Service Development the Quality and Governance Assessors commented in their report “It was clear that the service had been developed for the customers and that each room had a purpose and enhanced the customers experience whilst there. It was clear that the staff had been involved in the development of the service, there was a good team atmosphere and they worked well together.”

Customer comments are testimony to Maryland’s ‘Outstanding’ rating in Customer Support and Experience including:

"My Husband hasn't gone yet but you all have not realised the impact you have had on mine and my husband’s life. From his dementia level when he started at Marylands and to his level now you have been nothing but supportive, patient caring. I am really all your biggest fans for what you have done for us. Thank you isn't enough".

“My mum enjoys coming to Marylands she looks forward to the Tuesday and Thursdays. I know my mum wishes everyday was those days, you’re doing a grand job I’m so happy and pleased with the support you provide mum so thank you.”

"I thought the reminiscing activity was great. I really had a nice time. I love coming here and staff put in a lot of work to make sure we have a good day"

Older People Area Business Manager, Kate Ferris commented “I am extremely proud of Maryland’s Service Manager, Sherry Mills, her team leader, Katie Craig and the entire Marylands team. They are a strong, hard-working team that really support each other. Throughout the pandemic they not only went out of their way to support customers by any means possible, but they also took the opportunity to re-vamp the building to ensure it was ready to warmly welcome customers back and to work towards achieving a gold standard accreditation in dementia design. The positive feedback that I receive on a regular basis from customers, their families and carers, external professionals, and visitors to the service, evidences the great work the Maryland’s team are doing every day.”

Well done Marylands!