Our Approach to Quality

Internationally Accredited ServicesCARF_GoldSeal_180x180

We are always striving to improve the quality of the service we provide and achieve the highest standards possible. Our adult brain injury progammes for Home and Community and Vocational Services have been awared the maximum three-year standard of accreditation by CARF International  

What is Accreditation?

Accreditation by CARF International is official recognition that Headway is guided by internationally recognised service standards and best practices. It demonstrates that we are commited to reducing risk, addressing health and safety concerns, respecting cultural and indvidual preferences, and providing the best possible quality of service. The three year accreditation for Headway is the highest possible award under the scheme.

Accreditation also demonstrates that our organization values the input of our clients and is accountable to the community. It shows that we have made a specific commitment to put the needs of our clients at the centre of everything we do and that we respect the rights and individuality of all our clients.

What is CARF International?

CARF International provides a framework, then consults and advises health and human service organisations to help improve their quality of service. It is a  non-profit organisation. You can find out more about CARF and their system of accreditation at www.carf.org

Headway's Quality Statement

"Headway is committed to continually improving our service delivery and practices as an organisation. We seek to increase the positive outcomes for clients of our services and continue to initiate new approaches in our work that can further support our mission and core values. We are committed to actively seeking information from clients, their families, employees, referral sources, funding sources and other stakeholders. We are committed to providing services in a manner that utilizes all inputs to best serve the needs of the clients we serve."

Governance Code

Headway has announced that it is now fully compliant with the Governance code, a Code of Practice for Good Governance of Community, Voluntary and Charitable Organisations in Ireland. The code sets standards for the way that our organisation is run, directed and controlled. It is based on five main principles:

  • Leadership
  • Control
  • Transparency and Accountability
  • Effectiveness
  • Integrity

You can read about the governance code on their website at http://governancecode.ie/ and the register of compliant organisations is at http://governancecode.ie/organisations.php  . You can download our declaration of compliance here.

Fundraising Codes and Policies

We have a full range of codes and policies for fundraising which you can view here.

Your Feedback

Your feedback is important to us. We want to make it as easy as possible for you to tell us what you think about how we are doing and how we can improve. There are lots of ways you can give us feedback. Here are just a few:

  • You can speak to any member of staff directly 
  • You can telephone us at any of our locations
  • Each year we conduct a survey of our clients and other stakeholders using a system called USPEQ (see below)
  • All of our centres have a comment box, you can drop in a written comment there
  • You can get in touch with us via our website contact form
  • If you're not happy about something, or would like to communicate something to us you can make a complaint or a comment -  see our guide to our comments and complaints policy

USPEQ (pronounced "you speak")

Publication cover - uSPEQ report for Headway 2016 abridgedCover image for uSPEQ report for Headway 2016 abridged Every year we conduct a survey of all our clients, service users, funders, family members and other people with an interest in Headway. The survey uses a system called USPEQ which allows us to compare how we are doing with other similar organisations. 

The 2016 client survey conducted through USPEQ (that is "you speak")  again shows high levels of satisfaction with Headway. The areas in which we received the highest score were:

  • Respectful of gender
  • Respectful of Culture
  • Respectful of sexuality
  • Staff respected privacy
  • Overall Satisfaction with Services Received

Our highest performing areas perform very well in comparison to the benchmarks (where available) for Medical Rehabilitation programmes. Of note, this year a new indicator has moved into our top 5 highest performing areas, one we are very proud of – 99.5% of respondents reported being satisfied overall with the service received in Headway up from 98.1 % in 2014. 

Kieran Loughran CEO says "Once again, it is gratifying to know that our service users are very satisfied with service they receive. It is particularly encouraging to see that of the areas indicated for performance improvement, 3 out of these 5 have seen improvements from 2014 to 2016 "

You can download abridged reports for the following years:

2016download an abridged report for 2016 here
2014download an abridged report for 2014 here
2013 download an abridged report for 2013 here
2012download an abridged report for 2012 here