BP-PUB-13-20261106-v1 · Owner: Wisdom Akpoturu and Precious Chinazonwa Ezurike
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Purpose
We aim to supply suitable staff reliably, communicate promptly and learn from errors. Quality is demonstrated through current clearance, safe assignments, accurate records and verified improvements, rather than unsupported accreditation or guaranteed-cover claims.
Measures
Monthly launch reviews record: accepted shifts, filled and unfilled requests, late attendance and no-shows, essential clearance failures, induction and competence completion, complaints, safeguarding referrals, invoice corrections, payroll accuracy and overdue client balances. Each measure states its denominator, period, source and owner. Establish actual baselines before claiming improvement.
Audit cycle
Quarterly samples trace a worker file, assignment, timesheet, payroll entry, invoice and any incident to the accepted versions and real approvers. Include at least one education or specialist task file where deployed and a client-access/privacy sample. Sample size and rationale are recorded proportionately to activity. Critical missing clearance requires immediate control, not a target to improve later.
Corrective action and feedback
Every finding has severity, immediate containment, owner, due date and completion evidence. An uninvolved reviewer checks important closures. Ask clients and workers for feedback after initial deployment and periodically thereafter; provide an accessible complaints route. Do not suppress negative feedback or treat a ticked form as competence.
Review and accountability
Directors review trends monthly during launch and adapt resources, training and credit limits. Staff supervision follows the handbook, with practical assessment where required. Review this policy annually, after a serious incident or on service change. Published statistics and certifications require evidence and a stated period.
Related controlled procedures: Audit and action tracker; Complaints policy; Staff handbook section 17. Controlled internal procedures can be requested from admin; personnel records are not published.