1. 1.1.Our aim is to achieve the maximum possible level of Carer and Client satisfaction by providing services and support of the highest quality which fully meet their needs and expectations. This commitment is rooted in our Vision, Mission and Values statements.

  1. 2.1.Our Vision:

A world in which the role and contribution of unpaid Carers is recognised and valued and where they have access to support and services of the quality that they need to live their own lives.

  1. 2.2.Our Mission:

To help Carers in Sefton be happy, healthy, recognised and be valued for the role they play.

  1. 2.3.To achieve our vision, we will undertake three major roles:

  1. 1.Strategic Partner

As a Strategic Partner, we will strive to influence local strategic planning and to shape the development of the services upon which Carers and those they care for depend.

  1. 2.Service Provider

As a Service Provider, we will deliver a range of services which support Carers in their caring role to promote their health and wellbeing.

  1. 3.Advocate for Carers

As an Advocate for Carers, we will continue to urge our public sector partners, including Sefton Council and the NHS Cheshire & Merseyside Integrated Care Board (ICB) to increase their investment in services which support Carers.

  1. 2.4.Our Values:

The following values will underpin and guide all that we do. We will:

  • Put Carers at the heart of what we do
  • Listen to Carers
  • Be inclusive, value diversity and promote equal opportunities for Carers, staff and volunteers
  • Innovate to make the best use of our resources and respond to the changing needs of Carers
  • Collaborate and work in partnership to get the best support for Carers
  • Empower Carers to be in control of their lives and claim their rights


The Senior Management Team (SMT) with the oversight of Sefton Carers Centre Board of Trustees is responsible for the implementation of our Quality Management System and for achieving and maintaining ISO 9001:2015 certification. Our Head of Service Development & Quality will lead the process and our Head of Performance and HR will audit the process.

  1. 4.SCOPE

The scope of our Quality Management System covers all activities stated within our Scope document (please see Appendix 1) and supports the delivery of our strategic plan.

We are committed to:

  1. Develop and continually improving the effectiveness of our Quality Management System.

  1. Be Compliant with all relevant statutory and regulatory requirements.

  1. Effectively manage risks to the organisation.

  1. Constantly monitor our quality performance against our plans and objectives, implementing improvements when appropriate.

  1. Secure adequate resources to ensure that high quality services can be provided, sustained and improved when necessary.

  1. Communicate this policy across the organisation, ensuring that trustees, SMT, staff and volunteers take responsibility for its implementation. The Quality policy will be reviewed on an annual basis by SMT with any updates and changes communicated to all referenced above.

  1. Develop staff and volunteer competencies, and creativity through training, coaching and supervision.

This policy is available to all stakeholders on request and it will be presented to commissioners and made available to all via our website.

A copy of this policy will be displayed in a public area within the organisations buildings.

Document Control- Quality Policy

Version Date Approved Approved by Main changes Document owner
1.0 June 2019 Board General review CEO
2.0 June 2020 Board General Review CEO and Head of Performance & HR
3.0 October 2021 Board
  • Updated Vision in line with latest Strategic Plan
  • Change in job title for role responsibility for leading Quality assurance process
CEO and Head of Performance & HR
4.0 July 2022 SMT
  • Updated Sefton CCG references to Integrated Care Board (ICB) to reflect new changes from 1/7/22
CEO and Head of Service Development & Quality

Scope of Sefton Carers Centre

Quality Management System

Our Services

Sefton Carers Centre provides a range of free services designed to support the health and well-being of unpaid carers living within the Borough of Sefton.

A carer is;

Someone of any age who provides unpaid support to a family member, friend or neighbour who could not manage without this support. Carers may be supporting someone who has a chronic health condition, a long-term illness or who is frail, elderly, disabled, or has mental health or substance misuse problems.

The services we deliver include;

  • Carers Assessments
  • Welfare Benefits Advice
  • Carers Courses
  • Social Activities & Clubs
  • Holistic Therapies
  • Active Older Carer Support
  • Parent Carer support
  • Counselling
  • Sitting service (respite)
  • Listening Ear
  • Carers Emergency Card
  • Carers Voice
  • Newsletter
  • Drop-in & activity groups
  • Young Carers Support
  • Direct Payments Support
  • Personal Health Budget Support

What are the internal and external issues that affect the QMS?

We are a voluntary charitable company limited by guarantee, registered with both the Charity Commission and Companies House.

Internal                                                                                                     External

Governance                                                                                        Fundraising

Leadership & management                                                           Contracts/Grants

Staffing                                                                                              Communication/promotion

Planning                                                                                               Networking & partnership working

Human Resources                                                                             Reporting


Data recording

Performance evaluation


Financial management & accounting


Staff development & training

Recruitment & selection

Health & Safety


Risk analysis

Equality & diversity

What are the needs and expectations of interested parties?

Carers & families

Carers & families expect:

  • The Carer’s needs to be assessed accurately, comprehensively and in a timely fashion.
  • A package of support to be provided which meets the needs of the Carer as identified by the assessment.
  • Regular reviews of support packages


Commissioners expect:

  • Services to be delivered to the standards set out in the contract and service specification which enable them to meet their statutory obligations.
  • Accurate monitoring and regular reporting of service performance
  • Value for money
  • Services to be fully accessible and promoted to carers
  • All personal client information to be collected, used and stored in line with data protection legislation.
  • Complaints to be dealt with quickly and transparently.


Staff expect:

  • Managers to give clear direction and support and to lead by example
  • Regular formal supervision/coaching
  • Regular staff meetings and briefings to be held to ensure they are informed of all internal and external developments
  • Training & opportunities for personal development.
  • Their health and well-being to be promoted, e.g Work/life balance


Trustees expect:

  • Regular board meetings to be organised and discussions, decisions and action points recorded accurately and then implemented
  • To receive for their approval, financial, strategic and operational plans containing measurable targets which reflect our mission and our contract obligations
  • To receive regular reports on the Centre’s service performance
  • The Senior Management Team to ensure that policies and procedures are in place which meet all of the Centre’s statutory, legal and contractual requirements.
  • Expenditure to be controlled in line with an agreed budget and approved plans
  • All risks to the business are identified and assessed.
  • Service delivery and working practices meet all health and safety legal requirements


Volunteers expect:

  • Opportunities to contribute to the Centre’s aims & objectives
  • To be properly matched and prepared for their assigned role
  • To receive regular on-going support and direction
  • To be recognised and valued

Partner organisations

Partners expect:

  • The Centre to participate in relevant networks and forums
  • The Centre to work with them to jointly identify opportunities for collaboration on services and projects to achieve shared goals and outcomes

Are there any exclusions to your QMS and what is the justification?

We operate a quality environmental management system specific to the provision of a range of free services designed to support the health & well-being of unpaid carers living within the Borough of Sefton, certified to BS EN ISO 9001:2015, BS EN ISO 14001:2015.

However, we do not own, nor need to use any measuring equipment that is required to be calibrated, nor do we undertake any fundamental design for the services we provide.

Consequently, we can justifiably exclude the requirements of ISO 9001 2015 Clause 7.1.5 Monitoring & Measuring Resources relating to calibrated equipment and Clause 8.3 Design & Development from our Quality Management System.

 Date of Publiccation; December 2021

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Sefton Carers Centre is a registered charity in England and Wales, No: 1050808

Registered as a company limited by guarantee in England, No: 3124430