Here you can find out how we are performing against our strategic objectives and business targets, which we have developed with our customers.

Throughout each year we also involve our customers in the way we monitor and assess our own performance through our Quality Assurance Framework and a number of committed and engaged customer groups. Every September we publish a special edition of the Grapevine, our customer newsletter, which forms an Annual Report for Customers.

A more detailed description of each of these areas of work is included below, where we have also provided links to key documents that you can download.

Five-Year Strategy and strategic objectives

During 2010 we launched our new Five Year Strategy, which has been titled “Creating Success Together Now!” to capture the energy and belief we have in our organisation to deliver great services to older and vulnerable people.

Download our five-year strategy – Creating Success Together Now!

Annual Business Plan 2011-12

Our Annual Business Plan sets out our priorities for 2011- 2012, following our Five Year Strategy. The plan concentrates on continuing to provide the best services possible, while developing new services in response to the growing needs of older and vulnerable people.

Our Annual Business Plan 2011-12 is available on request – please email info.careandsupport@guinness.org.uk  

Quality Assurance System

We have introduced a new quality assurance system across our services. Each service is visited by a manager and, where possible, a customer inspector (both from another service). Staff and customers are interviewed to determine the quality of the service a report is then sent to the manager of the service highlighting areas for improvement, which are then monitored regularly.

We are always looking to recruit new customer inspectors – please contact Helen.Webb@guinness.org.uk.  

Customer satisfaction surveys

We think that it is very important to know what our customers think of our services so that we can identify areas for review and improvement. We bi-annually survey all our customers in our care homes, floating support services, domiciliary care services and sheltered scheme services (where we have a scheme manager).

Regulatory assessments and performance reporting

Our two main regulatory bodies the Care Quality Commission (CQC) and Supporting People both assess our services and require that we provide regular performance report. Both CQC and Supporting People can assess our services to see how well they are helping to improve people’s lives and achieve the outcomes people want.

Annual Report to Customers

Every September we publish a special edition of The Grapevine, our customer newsletter, which forms an annual report to our customers, detailing our work during that year and how we have performed. 

Download The Grapevine (edition 8) – Our Annual Report to Customers 2010 

Download an easy read version of The Grapevine (edition 8) 

Download housing performance information for people living in our properties in Devon

Customer groups

We currently have groups of customers helping us set the agenda for these areas of our work: customer engagement, service improvement, policy and communications. We are always looking for new members to join these groups – please contact Helen.Webb@guinness.org.uk.  

We fully encourage our customers to get involved in our work: to inform, shape and scrutinise the services we deliver. 

Download a copy of our Get Involved brochure 

Download an easy read version of the Get Involved brochure