A commitment to quality for individuals, families and commissioners

Consensus is committed to delivering the highest levels of support to the individuals we support, to their families and to the commissioners we work with. We have robust policies and procedures in place. These include clinical governance procedures and policies to safeguard our high standards and continually improve and enhance what we do. Our Continuous Improvement Group promotes this across our organisation.

Our approach to quality is also deeply entrenched throughout Consensus. We’re quality accredited to ISO (001:2000), and our corporate governance arrangements support and monitor the quality of our work. Our Clinical Director monitors and guides our services, raising issues and helping teams to remedy them. Ultimately we’re committed to running all our services efficiently, effectively and appropriately all of the time.

Our latest Quality Report

Consensus is committed to supporting opportunity, choice and success for the individuals it supports and our colleagues and recognises this will only be achieved if we ensure we constantly review what we do and can evidence a commitment to continuous improvement.  As such, we are pleased to present the second Consensus Quality Report for 2019/20 which represents the dedication of our colleagues throughout the year to this important undertaking.


“Working with individuals, their families, colleagues and other professionals we will seek to continue to develop best practice, improve communication and engagement across the organisation and to keep learning how we can do better.”

– Deborah Cotton-Soares



Deborah Cotton-Soares is our Quality & Compliance Director at Consensus, helping to support our quality strategy. Deborah’s role involves supporting the drive towards excellence and enabling a greater focus on how we can enhance the quality of our offer.

As a provider, Consensus is committed to supporting people to increase their independence, live fulfilling lives and actively participate in their communities. Our approach to quality is embedded in working together with individuals, their families and other professionals to design and deliver the best quality of support we can. Our continuous improvement approach will positively impact on outcomes which meet the needs of people already living in our services and new people coming into our services and satisfy our regulators.


Regular monitoring and inspection

Every four weeks Operational Managers will perform an audit of each of their services. These reports are viewed by the Consensus management board and detail safety issues, support plans, and feedback from colleagues and relatives. Any issues are then handled quickly and effectively. Our services are subject to a robust regime of internal and external inspection, from our internal Care Services Team as well as national regulatory bodies; Care Quality Commission (QCC) in England, Care Inspectorate Wales for our Welsh services and Care Inspectorate for our services in Scotland.

We also employ a team of Quality Checkers who are experts by experience. They are all individuals living within one of our services, so are experts in the issues faced by people with learning disabilities as they have a disability themselves.


Safety starts with our colleagues

It’s vital that the individuals we support feel safe. We take our responsibilities in this area very seriously and have a range of robust measures in place to ensure a safe living environment. These range from background checks on our colleagues and on-going regular supervision and training to inspections, audits and risk assessments.

Everyone we employ undergoes a criminal record check from the Disclosure and Barring Service. This ensures that they are safe to work with vulnerable adults (and children, where appropriate). Every colleague working in a Consensus service is given the latest training to ensure their skills and knowledge are up-to-date. This includes training in safeguarding, as well as in the Mental Capacity Act (MCA) and Deprivation of Liberty Safeguards (DoLs). We check our colleague’s knowledge on these fundamental areas during our internal audit process.

Here to listen to any concerns


Consensus offers an independent and free telephone helpline, called Expolink, which people – team members or supported individuals – can phone if they are worried about anything that they see in their service. Expolink is available in all our services and the caller doesn’t have to leave their name or details. They will speak to a real person who will log their concerns and pass them to the appropriate person within Consensus.

The service is available 24 hours a day, seven days a week.

Reducing risk

All the data in our management system that relates to accidents, incidents, complaints and inspections is analysed so we can spot any issues that may arise quickly. Any incidents that relate to challenging behaviour within our services are monitored by our Positive Behaviour Intervention Team.

We have a Risk Management Team that meets each month to discuss any potential risks in our services, and our Corporate Risk Group meets every two months to review every type of risk in the organisation. We also tap into the skills and experience of people at all levels in Consensus through our Best Practice Group. This is made up of operations managers, service managers, home managers and support workers who meet regularly to discuss any significant occurring issues, and create policies to minimise them.

We value your feedback

We also want to hear your feedback about your experience of our services. We enjoy hearing positive stories about our work, and receiving feedback on how we might continually improve our service. Feel free to call us or use our feedback form.