Internal Review Process

With Internal Review there are two options of how this can be approached, either one big review or a "rolling review" whereby there is a sequence of planned smaller reviews, each giving rise to feedback and a report, with a final report and feedback based on the overall outcomes at the end of the programme of reviews.  This final report also goes to the West Midlands Quality Centre. 

With a "rolling review" approach, any issues that might mean that the Standard is not met can be identified and dealt with more quickly, and any examples of good practice can also be identified and shared.

Internal Review Co-Ordinator

Responsible for the internal oversight and project management of the Internal Review assessment on behalf of the organisation.  Key roles include internal project management, negotiation, co-ordination, communication with the Internal Review team, administration and helping with the logistics.  The Internal Review Co-ordinator may also collate the Personal Development Plans (for Internal Review) and/or training needs for the Internal Review Team, ensuring that a central function can manage the continuous development needs of the team in conjunction with the Managing Assessor.

Managing Assessor (Jane Blackstock)

The Managing Assessor is appointed by the Quality Centre to manage the Internal Review process and ultimately decide whether or not the organisation continues to meet the requirements of the Standard.  The role involves the approval of Internal Reviewers as being competent to undertake Internal Reviews, the continuing Quality Assurance of the competence of Internal Reviewers in the role, and helping with the identification of any training or development needs, the Quality Assurance of the Internal Review process, carrying out “strategic” level and senior management team interviews, in conjunction with the Internal Review team making a decision about continuing recognition, the production of a consolidated report at the end of the Internal Review process, giving feedback to the senior management team.

Internal Reviewer

In agreement, and in conjunction, with the Managing Assessor:

• Planning individual reviews, including the interview sample
• Collecting evidence on behalf of the Managing Assessor
• In conjunction with the Managing Assessor, making decisions regarding whether the Standard is met
• Preparing written reports
• In conjunction with the Managing Assessor, giving feedback following Internal Review

Approval of Internal Reviewers

The Managing Assessor is responsible, together with the Quality Centre, for the approval of Internal Reviewers.  Following initial training the Internal Reviewer must carry out a Practice Review.  Some Internal Reviewers have found value in being observed by the Managing Assessor whilst carrying out the practice interviews.  A written report is prepared for the Managing Assessor.  There follows an interview with the Managing Assessor and a Knowledge Test.  At the recommendation of the Managing Assessor the Quality Centre registers the Internal Reviewer and issues a certificate.  If the Internal Reviewer has not been observed during the practice interviews then the Managing Assessor must observe the Internal Reviewer on their first review.

Continuing Quality Assurance of Internal Reviewers

Each Internal Reviewer should have a Personal Development Plan showing further development or training needed.  Needs may be identified as a result of carrying out reviews, observation, discussion with the Managing Assessor or Internal Review Co-Ordinator.  The Managing Assessor will observe the Internal Reviewer from time to time, review interview notes and carry out an annual review of the Internal Reviewer.

Carrying out the Review

Internal Reviewers for individual reviews will be selected by the Internal Review Co-Ordinator and the Managing Assessor.

All on-site review dates, and any proposed changes, must be agreed with the Internal Review Co-Ordinator, Managing Assessor and any other Internal Reviewer who may be involved with that review.

The scoping of the review and the proposed sample must be agreed with the Managing Assessor before the selected sample is forwarded to the unit being reviewed.

Any input from the Managing Assessor must be agreed before the review plan is completed.

The Internal Reviewer(s) should send a written outline review plan to the unit co-ordinator within the agreed timescale showing:

• Dates on-site
• Times of start, finish, how long for lunch
• Who the Reviewer(s) will be
• How many rooms are needed (quiet, confidential environment)
• Who has been selected for interview and how long the interview will be
• How to organise interviews, i.e. back-to-back,  breaks, any groups, telephone interviews
• How to agree substitutions
• Asking that people receive due notice so that they can be on time
• Stress that interviews are informal and confidential
• Any agreed arrangements for feedback
• When you would like the final interview schedules by.

(If the local co-ordinator wants to add in more people than you have selected, or people that you have specifically not selected, you should discuss this with the Managing Assessor.)

If any issues arise during the review these must be discussed with the Managing Assessor or Internal Review Co-ordinator.

Any good practices identified should be forwarded to the Internal Review Co-Ordinator and Managing Director.

The outcome of the review must be discussed with the Managing Assessor before any feedback, either informal or formal, is given to the unit being reviewed.

The final report must be agreed with the Managing Assessor

The Managing Assessor should be involved in any feedback to the unit being reviewed.

Jane Blackstock
Managing Assessor