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.

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.