The Quality Framework is designed to support individuals working in local sight loss charities to provide a consistent level of service, to help assess services and to support development and changes
Sight loss charities provide a wide range of invaluable services for blind and partially sighted people. However, feedback shows that blind and partially sighted people often don’t know how many of these services are available. Furthermore, the organisations providing these services, the services that are available, and the quality of service provided can vary significantly across the country.
The Quality framework for the provision of Information, Advice and Guidance to blind and partially sighted people has been developed from interviews and surveys with blind and partially sighted people on what good customer service should look like. This learning, along with feedback from several sight loss charities, has helped to identify the core services that we should aim to provide. These services are highlighted in the Delivery Checklist.
Each section states the minimum level of service that sight loss charities need to provide to meet the Quality Framework. It also sets out potential areas for improvement, for example the maximum length of time it should take to make contact with a blind and partially sighted person after an initial enquiry.
Download the documents above to check whether your organisation demonstrates all of the services on the delivery checklist or to support your progress towards doing so.