Quality Governance

Quality Governance at ILS: Caring with Confidence

Our governance framework is designed to uphold the highest standards of care, in line with the Care Quality Commission’s (CQC) five key questions: Are services Safe, Effective, Caring, Responsive, and Well-led? These principles guide everything we do—from safeguarding and clinical risk management to leadership, learning, and continuous improvement.

We provide professional clinical oversight for individuals with complex care needs, ensuring that all clinical decisions are evidence-based and aligned with best practice. Our Senior Management Team works closely with Case Managers and other professionals involved in supporting and treating our clients to monitor health outcomes, manage risks, and support recovery and rehabilitation. This is especially vital for people living with complex conditions or those who have experienced severe, life-changing injuries.

Our approach is informed by NICE guidelines, which emphasise holistic, person-centred care planning, collaborative decision-making, and supporting individuals to live meaningful lives within their communities.

We also align our practice with the British Association of Brain Injury and Complex Case Management (BABICM) standards and competencies, which define excellence in case management through seven core areas: Communication, Strategy, Coordination, Monitoring, Duty of Care, Professionalism, and Personal Attributes. These standards help ensure that our Case Managers deliver high-quality, ethical, and accountable care. In addition, we support and promote registration with the Institute of Registered Case Managers (IRCM), whose Case Management Competency Framework sets out the values, skills, and knowledge required for safe and effective practice across all health and social care settings. This framework provides a benchmark for professional development and ensures that our Case Managers meet nationally recognised standards of proficiency.

We believe that care should not only meet clinical needs but also reflect personal preferences, values, and aspirations.

We are open, transparent, inclusive, and accountable in all that we do. Whether through regular audits, feedback from the people we support, or ongoing staff development, we continuously reflect and improve to ensure our services remain safe, sustainable, and truly life-enhancing.

At ILS, quality governance isn’t just a framework, it’s a promise to deliver care that makes a real and lasting difference.