The Structure and Process
Please click the links below
for more information:
Who will data be collected from?
The Quality Mark establishes how
'elder-friendly' a ward is by collecting data from different groups
- Patients and their
carers/family members report their experience of the
quality of essential care provided on the ward.
- Members of the ward
team rate their morale, the quality of leadership and
teamwork on the ward and whether they have the necessary skills,
time and resources to meet the care needs of frail older people.
They also participate in structured observations of care
- The ward manager
evaluates the support available to them in their leadership
role and access to specialist clinical services for patients on the
ward (continence care, dietary and nutritional advice,
- A lead clinician
evaluates the support provided by the hospital from the point of
view of a member of the ward team.
- Hospital governors
provide an external, independent view of the quality of the ward
environment and of the food provided for patients.
- The senior managers of the
hospital/trust provide evidence that the board has shown
leadership with respect to the care of frail, older people and has
reviewed information about the quality of the care provided by the
hospital to this group of patients.
The assessment tools
Mark collects data from multiple sources to create a picture of how
‘elder-friendly’ a hospital ward is. The data is collected
in two ways:
feedback provides information about how enabled the ward
and staff are to provide ‘elder-friendly’ care within the hospital
and how the patients find their inpatient experience.
- Observations of staff and
patient interactions using the
PIE observation tool.
provides information about the tools the Quality Mark will use and
how the information will be collected.
document details what is measured by the Quality Mark data
The Quality Mark structure
The Quality Mark is a two-stage
process. Please click on the diagram below to the process model for
working towards the award:
I- Assessing Quality
the point of sign up the ward will submit contextual data and start
working towards achievement of the Quality Mark by completing a
full set of assessment tools, over a three month period. A minimum
number of Patient Questionnaires will be specified. Feedback
in the form of a detailed local report describing and summarising
the ward's results will be received by month 5 and will highlight
areas for action planning. The ward will then develop and submit an
action plan identifying its top priority actions. The ward has 9
months from completing Stage I to begin implementing their action
plan and to initiate a second round of assessment. If the report
suggests that the ward is not performing at the level required to
achieve the Quality Mark, wards will repeat Stage I. If results
from Stage I suggest that the ward is already or close to achieving
the criteria for being awarded the Quality Mark, the ward will
inform the Project Team that they wish to proceed to Stage
Stage II - Achieving the Quality Mark
same assessment tools are used within each stage of the Quality
Mark over a three month period. Stage II will require a higher
level of patient questionnaire return plus commitment to an
external validation process. Within two months of completion, the
ward will receive a report detailing their performance and
comparing their results with those from the previous round of data
collection and additional information obtained from external
validation. These results will be forwarded to the Quality Mark's
Awards and Advisory Committee (AAC) who will assess whether the
results confirm that the ward is meeting the criteria for being
awarded the Quality Mark. The decisions from this group will then
be ratified by the Royal College of Psychiatrists' Special
Committee for Professional Practice and Ethics (SCPPE). If the ward
is unsuccessful, they will be able to complete another action plan
and continue to make improvements before attempting Stage II again.
If successful, the ward will hold the Quality Mark for three years,
subject to terms and conditions including interim review and
further patient feedback, before being required to repeat Stage
A comprehensive guide to the Quality Mark
Assessment and Award process can be found here: Quality
Mark Award Process.
How much does it cost?
The Quality Mark aims to be an
affordable scheme to encourage the continuous improvement of the
care provided to older people.
The cost per ward for each calendar year of participation
to is £1,200 which includes a one day training session for two
members of staff in the use of the
PIE observation tool.
Quality Mark, 2nd Floor, 21 Prescot
Street, London, E1 8BB
Tel: 020 3701 2682
Fax: 084 3659 3814