Our Commitment to Quality

Pepenbury has five major goals:

1.    To drive up quality in services that goes beyond the minimum standards
2.    To create and build a passion to provide a high quality, values-led service. 
3.    To give a clear message about what is, and what is not, acceptable practice
4.    To promote a culture of openness and honesty
5.    To encourage, share and celebrate good work

All staff are being given the opportunity to sign up to the Quality Launch and to demonstrate a total commitment to quality and improvement in every aspect of their working day.

Each member of staff will attend a minimum of three paid days of training each year and must demonstrate a commitment to their own continuing professional development. Quality will become an agenda item for all meetings, supervisions and appraisals.

Pepenbury’s Trustees and Senior Management Group will carry out quarterly reviews to ensure staff are well trained, supervised, appraised and supported. They will also ensure the involvement of service users at meetings and reviews and encourage regular feedback. Relatives, carers, friends, advocates and other professionals are also encouraged to contribute.

What are Pepenbury’s key values as we move ahead?

We want to be:

Caring – the people we support deserve the best possible care
Self confident– staff have confidence about the company and its future
Principled – integrity, transparency and high standards drive what we do
Passionate – an organisation that staff believe in and are committed to
Competitive – be the best we can be
Open to change – evolve in response to changing demands

How can Pepenbury evidence its commitment to quality?

Pepenbury has also signed up to a number of Quality Marks which, once achieved, will demonstrate our ability to provide a service which consistently meets all requirements. These are:

•    ISO 9001.2008 (2015)

This Quality Mark shows an organisation has demonstrated a quality management system which enhances customer satisfaction. We are working towards achieving this Quality Mark.

•    Making it Real

A set of statements or "progress markers" written by real people and families who use care and support, stating what they would expect, see and experience if personalisation is working well within an organisation. Becoming a Making it Real organisation demonstrates that Pepenbury is using the progress markers in our yearly action plan to identify our top three priorities for change within the next 12 months. You can view our action plan for 2015 here: Find out how we plan to do it here:

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•    Driving Up Quality

By signing up to this voluntary initiative Pepenbury has made a commitment to ensure we aim beyond minimum standards to improve the lives of people in our care. The Driving Up Quality Code identifies five key areas that indicate good practice in an organisation: 

1. Support is focused on the person. 

2. The person is supported to have an ordinary and meaningful life with the same opportunities as other people; 

3. Care and support focuses on people being happy and having a good quality of life;

4. A good culture is important to the organisation.

5. Managers and board members lead and run the organisation well.

You can view our details at http://www.drivingupquality.org.uk/whos-signed-up and search for Pepenbury.

See our Driving Up Quality action plan for 2015 here:

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•    The Social Care Commitment  

This is a voluntary agreement about workforce quality. The main goal is to ensure public confidence that people who need care and support services will always be supported by skilled people who treat them with dignity and respect. Employers promise to give their workers the development they need and staff promise to put social care values into practice in their daily work. 
See our Certificate of Commitment for 2014 here: 

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See our Certificate of Commitment for 2015 here: 

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Find out how we plan to do it here:

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•    Challenging Behaviour Charter

This charter sets out the rights and needs of individuals with learning disabilities who are perceived as challenging to services and others. Pepenbury has signed up at http://www.challengingbehaviour.org.uk/strategy-group/charter-signup.html

•    Investors in People 

A business improvement tool. Pepenbury has held the Investors in People Award for many years.