Quality and Standards Systems in West Yorkshire - Case Study Example

WEST YORKSHIRE Quality and Standards Abstract An analysis of the West Yorkshire IRMP for 2009-11 reveals that some quality assurance systems were already in place that includes the Fire and Rescue Service Toolkit, HSG 65, Deming’s TQM Cycle, and Incident Reporting System or IRS. These quality assurance systems are valid, appropriate, and beneficial to the strategic objectives of the organisation as specified in their latest IRMP. The same quality assurance systems particularly HSG 65 and IRS are applicable to the current and future objectives of the organisation despite recent government change since self-assessment critically require an efficient monitoring, recording, and performance evaluation system. Moreover, the recent government change requires every FRS to be more self-reliant and effective in the use of resources while maintaining quality of service thus quality assurance systems that can provide effective health and safety management as well as updated operational data are appropriate and beneficial, 1. Introduction The West Yorkshire FRS is responsible for the safety of over 2 million people thus quality of service is critical. The July 2010 government change may affect how FRS delivers their services and therefore assessment and appraisal of QA systems being used in the organisation is necessary. The following sections discuss the validity, appropriateness, and benefits of QA systems in West Yorkshire. 2. Methodology Since the nominated organisation for this study is the West Yorkshire FRS, documents such IRMP for 2009-20012, Service Plan, and others were retrieved from their official website. These documents were analysed particularly those areas that are related to performance and quality assurance within the organisation. To determine compliance with its statutory duties and responsibilities, the Regulatory Reform (Fire Safety) Order 2005, Civil Contingencies Act 2004, and the Fire and Rescue 2008-11 National Framework for were also consulted. 3. Assessment of West Yorkshire Fire and Rescue Quality Assurance Systems 3.1 Critical assessment of the validity and benefits of key quality assurance systems used by West Yorkshire FRS before July 2010. The West Yorkshire Fire and Rescue Service is responsible for keeping a population of over 2 million people safe against fire and other risks. The service operates on an area of about 202,924 hectares and managing 34 whole-time and 14 retained fire stations across the county’s five districts. The service currently employs around 1,500 whole time and 196 part-time fire fighters. Moreover, there are 60 mobilisation and communication staff and 343 non-uniformed fire and rescue staff (IRMP 2009, p.5). In view of the West Yorkshire ambition and aim to make the community safer, it has four strategic priorities that include delivering resilient and professional emergency response, proactive safety programme, skilled, competent, diverse and safe workforce, good governance, and environmentally conscious operation (IRMP 2009, p.6). In line with statutory requirements, the West Yorkshire Fire and Rescue Service developed their first Integrated Management Plan in 2004. In the following year, its Integrated Community Fire Safety Strategy was implemented, targeting 56,000 home fire safety checks a year and 450,000 initial and return visits between 2005 and 2013. Since then, accidental dwelling fires were reduced to 15% along with 33% and 49% reduction in deaths and injuries respectively. The outcome encouraged the service to pursue much more ambitious community service and in the following IRMP, the West Yorkshire FRS proposes a number of risk reduction initiatives that include changing the crewing system at various stations and reduction of pre-determined attendances to automatic fire alarm actuations (IRMP 2009, p.7). Initially, quality assurance system in West Yorkshire Fire and Rescue depends on various sources that include risk analysis and management, professional knowledge, experience, statistical data, risk modelling and mapping. The Fire Service Emergency Toolkit (FSEC) is being use to assess risk and resource planning to enable the service to predict the outcome of community safety initiatives. This mapping software along with data from Census, Neighbourhood Statistics, and nationally derived statistical data including IMD or Index of Multiple Deprivation enable the service to generate visual picture of risk that are present and can occur within West Yorkshire. The service recognized the reality that there are different levels of social, educational, behavioural, and demographic characteristics in each of the five districts in West Yorkshire thus occurrences of fire risk and incidence are being determined by socio-economic factors such as social deprivation and characteristics of each socio-economic group. Along with information technology software suite, the service is capable of doing activity level analysis and identification of risk areas for future risk planning initiatives (IRMP 2009, p.9). Below are charts related to operational activity levels from 2005 to 2007. The information contained in these charts is being used to monitor incident occurrence and performance levels at the same time which contribute to improved quality community service. Another approach in benchmarking performance levels and maintaining quality is monitoring incident rates and compare them with each of the five LAA areas. Since the service is engage with Local Strategic Partnership or LSP with known population levels, the method enable them to produce rate of incident occurrence per million population which can compared and benchmarked against other LAA areas such as Bradford, Calderdale, Kirkless, Leeds, and Wakefield. For instance, to generate average performance rates, the service compares the average accidental and deliberate dwelling fire rates for each of the five LAA areas as shown below. The Performance Management Framework contains the service’s policies and procedures as well the reporting processes that must be followed in order to monitor performance. Similar to other fire and rescue service, West Yorkshire FRS is making sure that planning across the organisation is in line with their strategic priorities. Their quality assurance approach is based on the Golden Thread principle for management of objectives which generally requires that each task within the organisation should be linked to its strategic objectives. To measure the success and performance of West Yorkshire’s FRS operation, one of Deming’s Total Quality Management approach is being applied such as the cycle Plan-Do-Check-Act. This approach is compliant with HSG 65 which is an accepted quality assurance guidance for successful health and safety management in the United Kingdom. The HSG 65 enable the service to have a clear and auditable framework that can be use to plan, implement, measure, and review performance outcomes as shown below (IRMP 2009, p.32). In 2009, the service also introduce and utilised a new National Incident Recording System or IRS that can provide efficient use and monitoring of fire and rescue service resources (IRMP 2009, p.26). The West Yorkshire Fire and Rescue Service’s existing system for quality assurance seems complete, valid, and beneficial in the sense that it has all the necessary elements required. For instance, initially the service developed an IRMP, adopted the Fire Service Emergency toolkit for its risk assessment needs, and introduces an Incident Recording System in 2009 that can be use for its continuous improvement programmes. It had employed mapping software and acquires data from Census and Neighbourhood Statistics to ensure that specific risk can be easily identified and modelled for future planning and implementation. Moreover, adopting a nationally derived statistical data such as the IMD enables the service to acquire a better picture of risks in different areas within West Yorkshire. Together with these data, linking tasks with their strategic priorities as being guided by HSG 65, the service can effectively monitor and evaluate their performance and provide the quality of service they need to maintain. 3.2 Critical appraisal of the appropriateness of quality assurance systems use to the existing output measures of West Yorkshire in relation to its key strategic objectives contained in the IRMP. As discussed earlier, the West Yorkshire Fire and Rescue was able to employ and implement the required quality assurance system along with the necessary statistical data gathering techniques. Considering the extent of their responsibility, the service indeed requires such useful system that can provide clear and auditable framework for the organisation. For instance, along with IMD data, Fire Service Emergency Toolkit, and an Incident Recording System, the service can easily track their performance and improve planning activities. Similarly, the mapping software and updated neighbourhood statistics can provide the service with specific risk data that can be use to enhance operational procedures and efficient use of fire and rescue resources. Moreover, following HSG 65 quality guidance can improve performance and safety of the workforce resulting to better service to the community. Maintaining the two existing quality assurance systems such as HSG 65 and Incident Reporting System can greatly enhance the service’s performance in the future. For instance, the Fire and Rescue Service 2008-11 National Framework generally requires West Yorkshire FRS to analyse and take the necessary action to mitigate the risk thus they need to have a quality assurance system that can provide data for their analysis. Moreover, they need to perform and mitigate the risk in an efficient but safe manner which the HSG 65 can provide (Communities and Local Government 2008, p.10). Another important requirement of the National Framework for the Fire and Rescue service is to deliver key resilience programmes and equip to meet the requirements of the resilience agenda which without an effective quality assurance system is difficult to achieve. Data generated for the Incident Reporting System can help the service identify their priorities thus equipments and programmes can be acquired or implemented in a timely manner. Similarly, HSG 65 can help the service manage its workforce in compliance with the requirements National Framework in terms of diversity and workforce development, training, health, and safety (Communities and Local Government 2008, p.10). Since governance and improvement is also an important requirement of the National Framework, these quality assurance systems can greatly help in finance planning, performance assessment, meeting Local Area Agreements, and continuous improvement initiatives (Communities and Local Government 2008, p.10). The latest West Yorkshire Fire and Rescue’s Integrated Risk Management Plan and along with the Service Plan for 2011 to 2015 include specific future initiatives such as further reduction of fire incidence, reduction of fire and accident related loss of life, reduction in the number and severity of injuries, reducing the economic impact of fires and other incidents, providing value for money, and environmental protection (IRMP 2009, p.5). Delivery of these services is not possible without an effective risk assessment thus the fire and rescue service will initially consult valuable data generated by the existing quality systems. As specified in the Civil Contingencies Act 2004, category 1 responders such the fire and rescue service have a duty to assess risk and maintain plans thus West Yorkshire FRS should comply. The outcome of the Incident Recording System can be used to identify the actual number of fire incidence including the area, the cause of such fire, the number of casualties or injuries including the service own workforce, environmental impact and other relevant information. On the other hand, HSG 65 can provide guidance for best practices in operational procedures, health and safety. Analysis of this information will then result to strategic priorities, formulation of effective operational approaches, and allocation of correct resources for the job enabling the service to perform at its best, provide value money while keeping the workforce and the environment safe. 3.3 Critical assessment of the validity and benefits of the suggested quality assurance systems for West Yorkshire FRS after government change July 2010. With the existing quality assurance systems, the West Yorkshire Fire and Rescue Service is undoubtedly doing well even before the July 2010 government change. For instance, in 2007, the Audit Commission recognized the West Yorkshire Fire and Rescue Authority as “Improving Well” and “Performing well in areas of service delivery”. In addition, they also attained a maximum rating in terms of resources use and value for money (IRMP 2009, p.4). The only difference after the July 2010 government change is the absence on external agency such as the Audit Commission that would assess the performance of the fire and rescue service. In other words, the service is now independent and has to perform self-assessment from 2010 onwards. However, one of the problems seen with self-assessment is the fact that the outcome is determined by the performer themselves and may not be as accurate as those with the Audit Commission. The fire and rescue service therefore must ensure an honest self-assessment and should be transparent in their operational performance. Given that the West Yorkshire Fire and Rescue Service is committed to continuous improvement rather than recognition, the suggested Quality Assurance Systems (HSG 65 and IRS) may be valid and beneficial for their future endeavours. As mentioned earlier, along with existing data gathering and risk assessment techniques, the two quality system can provide stability in terms of incident recording, skills, health and safety, environmental protection, and value for money. The quality assurance systems can ensure that resources are being use wisely since priorities are correctly identified. Moreover, knowledge of the actual incident rate and other relevant information can greatly improve responses and enhance the health and safety of the workforce. For instance, with enough data, the service can do risk assessment effectively and plan according to the actual needs rather than projection. Similarly, with the right information at hand, training and other health and safety needs can be easily identified resulting to a more realistic skills development programmes and acceptable health and safety practices. Effective quality assurance systems such HSG 65 and IRS can help the fire and rescue service measure their actual performance as well as identification of flaws and other performance barriers thus self-assessment in the future will be easy. 3.4 Critical review of the application of the recommended quality assurance system to enable consistent quality enhancement within the organization. According to the West Yorkshire Integrated Risk Management Plan for 2009-12, their accomplishments in the previous years are as follows. Compared to 2002-2004 (during times with IRMP), they have reduced both accidental fire deaths and injuries significantly in 2005-2007. There was a 40% reduction in fire deaths and 26% in fire-related injuries. Moreover, occurrence of accidental dwelling fires was also reduced by 7%. As shown below, occurrences of accidental dwelling fires is considerably low in 2007 compared to 2002 and 2004 when there was still no IRMP and quality assurance systems in place. It can be therefore expected that the trend can be maintained or remain consistent throughout 2009 to 2012 with the same quality assurance system applied. In terms of value for money, reduction of fire occurrences, deaths, and injuries means more savings that can be use to further and enhance prevention and reduction programmes. Similarly, application of the recommended quality assurance systems as monitoring and evaluation tool will enable the organisation to maintain or further enhance quality of services such acquisition of required operation and safety equipment or further skills development. 4. Conclusion/Recommendations The West Yorkshire Fire and Rescue Service is a compliant and well-prepared organisation in terms of performance monitoring, planning and implementation, and continuous improvement. The service was able to implement different quality assurance systems such as HSG 65, IRS, Fire and Rescue Emergency Toolkit, and other valuable tools such as mapping software and IMD data. Consequently, from 2004 up to 2009, the service has shown significant achievement such as considerable reduction in fire occurrences, deaths, and injuries. In addition, the service managed to provide value for money, protect the environment, and ensure the health and safety of its large workforce. The existing quality assurance systems are enough to maintain quality within the organisation despite recent government change. However, the fire and rescue service must be committed to continuous improvement and be honest in their self-assessment. In the future, there may be newer quality assurance system that may be adopted by the West Yorkshire FRS particularly in the area of information technology and automation to enhance the existing systems further. Word count= 2, 616 excluding bibliography 5. Bibliography Communities and Local Government, 2008, Fire and Rescue National Framework 2008-11, Department for Communities and Local Government, United Kingdom IRMP, 2009, West Yorkshire Fire and Rescue Authority: Integrated Management Plan and Action Plan 2009-2012, WYFRS, United Kingdom Office of the Deputy Prime Minister, 2005a, The Regulatory Reform (Fire Safety) Order 2005, United Kingdom Office of the Deputy Prime Minister, 2005b, The Civil Contingencies Act 2004, The Stationery Office, United Kingdom West Yorkshire Fire and Rescue Service, 2008, Training and Development Strategy, WYFRS, United Kingdom West Yorkshire Fire and Rescue Service, 2009a, Fire Protection Strategy 2009-2014, WYFRS, United Kingdom West Yorkshire Fire and Rescue Service, 2009b, Information Governance Strategy & Policy, WYFRS, United Kingdom West Yorkshire Fire and Rescue Service, 2010, Service Plan 2011-2015, WYFRS, United Kingdom Read More