Quality at St Mungo’s

We seek to continuously improve our services by listening to the comments and ideas of our clients and their key workers. We develop our expertise by consulting other providers and our funders to keep up to date with best practice as well as changes in relevant legislation and regulations.

We also recognise that, while we strive for excellence, sometimes things go wrong. One of our values is that we’re accountable – where we do make mistakes, we take ownership of them and do all we can to put things right.

Safeguarding at St Mungo's

We take the safeguarding of our clients very seriously.

All staff, locums and volunteers go through a robust recruitment process which includes full referencing, and DBS checks if they are required for the role.

As part of their induction, staff, locums and volunteers are made aware of our Code of Conduct when they first start working or volunteering at St Mungo’s which clearly sets out expectations for professional boundaries and client safeguarding. Safeguarding is part of our mandatory training programme for client-facing staff and volunteers. We also have a wide range of safeguarding policies and procedures which staff, locums and volunteers can refer to for guidance.

Where safeguarding concerns do arise, we fully investigate and make reports to safeguarding teams in the relevant local authority. We will also report to the Disclosure and Barring Service, where necessary.

We have processes in place to ensure we continually learn and improve our practice in relation to safeguarding. This includes carrying out ‘Best Practice Reviews’ of particular safeguarding incidents and completing an annual review of all safeguarding cases. We also have a Whistleblowing policy, anti bullying and harassment policies and a slavery and human trafficking statement.

If you have any safeguarding concerns relating to St Mungo’s please contact us. Any concerns raised will be treated with sensitivity and taken seriously.

Business Excellence and our approach to quality

Our Business Excellence division includes the Quality and Continuous Improvement (Q&CI) team, the Information Team and the Client Involvement and Diversity and Inclusion Team.

The Q&CI team implement our quality audit programme which looks at all aspects of quality within a given service. Audits are carried out by trained managers and clients and involve a comprehensive review of paperwork and interviews with staff and clients. All new services we manage receive a full internal quality audit within their first year of operation.

When concerns arise, the organisation initiates Best Practice Reviews and Improvement Action Plans to ensure we can learn from our mistakes and continuously improve.

Our Quality Assurance System includes a robust, comprehensive, regularly reviewed set of policies and procedures, and a range of monitoring processes.

As part of our Quality Assurance Framework, we carry out quarterly performance reviews of all services, which are supported by the Business Excellence team. They provide effective service monitoring, measurement of continuous improvement and help ensure ongoing focus towards achieving the contract specific KPIs.

St Mungo’s is accredited by EFQM as ‘Committed to Excellence’ and intends to achieve further external recognition by obtaining EFQM Recognised for Excellence in the next year.

We are active members of the Pan-London Benchmarking Group with sector partners in which we benchmark outcomes, client survey data and housing management performance and share good practice.

If any issues arise, you can contact our Quality team at quality@mungos.org, or if you have a specific complaint, you can contact complaints@mungos.org. For more information, please see our complaints, comments and suggestions page.