Strategic key
Performance Indicators

Services we deliver

KPI

Benchmark

KPI

Increase digital capacity in service design

Benchmark

% of actual services with Nourish Electronic Care Plans implemented against planned target

KPI

CQC compliance in top quartile

Benchmark

% of services rated as good or above

KPI

Service utilisation compared to contract requirements

Benchmark

% actual vs. planned hours delivered

People we support

KPI

Benchmark

KPI

Active involvement in design and delivery of services

Benchmark

% of services that have a Making it Real Plan in place

KPI

Varied choice of volunteering roles in our services

Benchmark

% of services with volunteering roles, actual vs. planned

KPI

Service satisfaction audits

Benchmark

% of services with feedback mechanisms in place for the people we support

People working with us

KPI

Benchmark

KPI

Employee vacancy rates

Benchmark

Measuring on industry performance of 7.3%, as reported by Skills for Care in 2020

KPI

Employee turnover %

Benchmark

Measuring on industry performance of 30.4%, as reported by Skills for Care in 2020

KPI

Operational workforce with a level 2 qualification

Benchmark

Measuring on industry performance of 48%, as reported by Skills for Care in 2020

ļ¬nance and governance

KPI

Benchmark

KPI

Actual total surplus vs. budgeted surplus

Benchmark

Agreed annual budget

KPI

Annual growth in income whilst generating a reasonable surplus

Benchmark

Year-to-date income is higher than prior year income for the same period

KPI

Actual reserves vs. policiy target

Benchmark

A target level of reserves set by the reserves policy

Performance/Compliance Indicators

(to be reported either annually or quarterly at QA comittee)

  • Mandatory training compliance
  • Agency cost as % of staff cost
  • Accident and incidents reporting
  • Equality monitering levels
  • Void levels
  • Employee satisfaction rates
  • Annual Complaints report
  • Annual Safeguarding audit
  • Annual survey of people we support
  • Annual volunteer survey
  • Services Health and Safety reviews
  • Employee absence rates
  • Annual Trustee skills and experience audit