Quality and standards
Safe, person-centred and accountable support
Prosper Fingal’s services are shaped by HSE arrangements, national disability policy, residential regulation and the organisation’s responsibility to listen, learn and improve.
What quality means
Good support should make a positive difference
Quality is not only about documents or inspections. It is about whether people are safe, respected, listened to and supported to live the life they choose.
- Support is based on assessed need and personal goals.
- People understand their choices and rights.
- Risks are managed without unnecessarily limiting a person’s life.
- Staff know their responsibilities and receive appropriate guidance.
- Concerns are acted on and learning leads to improvement.
In simple words
Good support helps you have a safe and meaningful life.
You should be listened to. You should know how to speak up when something is wrong.
Key frameworks
Standards that shape the service
Different standards apply to different parts of Prosper Fingal’s work.
HSE Service Arrangement
Prosper Fingal provides commissioned services through an annual arrangement with the HSE. This sets expectations for service delivery, quality, funding and governance.
New Directions
Day services follow a person-centred approach focused on individual choice, personal development and participation in ordinary community life.
HIQA Residential Standards
Residential services must meet national requirements and are monitored through registration and inspection processes.
Continuous improvement
Listen, act, check and learn
- Listen. Gather the views of people supported, families, advocates, staff and other partners.
- Understand. Review information, incidents, complaints, audits, inspections and service outcomes.
- Act. Agree clear improvements, owners and timescales.
- Check. Confirm whether actions were completed and whether they made a difference.
- Share learning. Use what was learned to improve other services and future decisions.
Rights and safeguarding
Everyone has the right to feel safe
Safeguarding means preventing and responding to abuse, neglect, exploitation and other harm. A concern should be taken seriously and passed to the appropriate person without delay.
- Listen to the person and take what they say seriously.
- Do not promise to keep a safeguarding concern secret.
- Share the concern only with people who need to act on it.
- Record facts clearly and avoid making assumptions.
- Call emergency services when there is immediate danger.
Immediate danger
Call 112 or 999 when someone is in immediate danger.
For a concern connected to a Prosper Fingal service, tell a staff member or manager and contact Head Office on 01 849 3600.
Feedback and complaints
Your feedback can improve the service
You can give a compliment, make a suggestion, raise a concern or make a complaint. You can ask for help to do this.
Tell someone
Speak to a staff member, key worker or service manager. Explain what happened and what you would like to happen next.
Ask for support
An advocate, family member or trusted person can help you communicate your feedback when you want this.
Keep a record
Write down the date, who you contacted and what response you were given. Ask when you will receive an update.
Questions
Quality and standards questions
Does every service have the same regulator?
No. Residential services are subject to HIQA registration and inspection. Other services are governed through different HSE arrangements, policies, standards and organisational oversight.
Can I see an inspection report?
HIQA publishes inspection information for designated centres. Ask the relevant service manager which report relates to a particular residential centre and where to find it.
Will making a complaint affect my support?
You should not be treated badly because you give feedback or make a complaint. Tell an advocate, manager or Head Office if you are worried about how you are being treated.
How will I know an issue was addressed?
Ask who is responsible for replying, what the next step is and when you should expect an update. Some information may need to remain private, but the process should still be explained.
Speak up
Tell us about quality, safety or accessibility
Clear feedback helps the organisation understand what is working and what needs attention.