Service Reviews

Service Reviews can help align practice, on a project or organisational level, with policy and commissioners’ priorities, and demonstrate results through a focus on outcomes. Led by consultants with ten years’ experience of quality reporting at a national level, Mosaic’s Service Reviews provide objective and constructive engagement from a ‘critical friend’.

Using approaches borrowed from a variety of quality assurance systems, our consultants will negotiate the scope of the review with senior management and draw up a plan in consultation. A review will normally consider policies, service descriptions and outcome data as source material, but the main reliance is on visits to the service and its offices, and interviews with as many key parties and stakeholders as can be arranged. Questionnaires can be arranged for feedback from a wider pool or when it is not possible to meet in person. In a sense it is the equivalent of a 360 degree appraisal for the service.

With sensitivity guaranteed and appropriate confidentiality assured, the views of management, front-line staff, clients and external stakeholders are compiled and evaluated under selected quality standards relevant to the service, with recommendations for development.

Among the benefits gained from a Service Review:

• Enhanced staff and client involvement in service development
• Joint-working links strengthened with potential partners in the community
• Identifying hidden assets and uncovering ‘blockages’ to success caused by underlying tensions or conflicts
• Creating healthier workplace cultures and reflective practice, in line with PIE (psychologically informed environments)
• Better outcomes monitoring

Where required, further support can be offered through a series of staff development workshops, drawing on a range of training input from Mosaic, and facilitated by the consultant who carries out the Service Review.

If you would like to discuss a Service Review please contact us.

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