Our approach to quality

We are committed to delivering exceptional care for patients and their families.

We operate under seven key principles: expert, aspiring, inclusive, responsive, enduring, empowering and holistic
Our approach to care is based on seven key principles.

In line with national health and social care priorities, we want to deliver the highest quality of patient safety and clinical effectiveness, and ensure the highest level of compassionate care.

At Sue Ryder, we put our patients and service users at the heart of everything we do. We tailor our care to suit the individual needs of each person we care for and their families. We go the extra mile to find out what’s important to each person and support them to make their own choices.

At Sue Ryder, we put our patients and service users at the heart of everything we do.

Clinical quality

Our Quality and Governance Team, made up of experts in clinical governance, quality improvement, research and education, leads our ongoing quality improvement initiatives, which are supported and delivered by local quality improvement groups at each of our care delivery sites. 

We strive to ensure that staff deliver the best quality care and support for the people in our care and their families and that clinical staff are always developing through training that puts quality improvement processes at the heart of their approach to all care. 

Each year we publish a Quality Account, which reviews our performance against selected quality measures, and sets out our initiatives and priorities for the coming year. Our Quality Account is uploaded to the NHS Choices website annually.

Raising a concern or making a complaint

We aspire to create a world where everyone has access to personalised and compassionate care. We recognise that as a provider of care we may not always get it right and we want to hear about instances where we don’t get it right. If you are unhappy about our service in any way, please speak with the person in charge at the centre or service as soon as possible.

You can raise a concern if you are feeling uneasy or anxious about the service, or you can make a complaint. A complaint is a formal expression of discontent where something about the service is unsatisfactory or unacceptable. Whether it is a concern or a complaint, we will ensure you get a response as soon as we have looked into it. Problems can often be resolved straight away and the concern or complaint addressed.

If you make a complaint, it will not affect the care you receive in any way. We actively encourage people to let us know if they are unhappy with our service so that we can put this right as soon as possible.

For more information, download our complaints leaflet.

If your complaint is a serious allegation of professional misconduct, you may wish to report the matter to a regulatory council:

Safeguarding adults

As a healthcare provider, we have a responsibility for the safety and well-being of all the people we support.

Safeguarding adults involves a range of additional measures taken to protect people in the most vulnerable circumstances. This may be due to illness, impaired mental capacity, physical or learning disability or frailty brought about by age or other circumstance. There are many different types of abuse. It can be physical, sexual, financial, emotional, discriminatory or institutional abuse.

We try to prevent any instances of abuse and neglect occurring within our services by:
ensuring we deliver high quality care

  • delivering and developing services that are person-centred
  • leadership and staff culture
  • providing appropriate training for our staff 
  • closely adhering to policies and procedures, and ensuring these are regularly updated as new laws and regulations are put in place
  • responding effectively to any instances 
  • complying with the Care Quality Commission with regular inspections. Safeguarding is a fundamental requirement for registration and complying with the Care Quality Commission, Essential Standards for Quality and Safety.

Medicines management

All healthcare organisations are required to make information available about medicines used in their organisations. Each of our care delivery sites use their respective local formularies (a formulary is an official list giving details of prescribable medicines).

If you have any questions about the medicines used in your care and treatment, you can discuss them fully with the doctor, nurse or pharmacist caring for you – please just ask.

Read our Quality Account report 2020-21

This report reviews our performance against selected quality measures, and sets out our initiatives and priorities for the year.

Questions or concerns about your care?

Please speak to a doctor or nurse who is caring for you, or refer to our leaflet about raising a concern or making a complaint.