Active Care Group Governance

Active Care Group is committed to providing outcome-based, high quality services that meet and exceed customer requirements. We understand the importance of robust quality and governance processes to ensure the quality of our service and the safety of our clients, maintaining a company culture that fosters continuous improvement. Our objective is to deliver quality services on time, every time.

To this end, we have implemented a Clinical and Information Governance Group as well as an independent Health Advisory Board to take accountability to ensure the protection of the people at the heart of the services we deliver. The Board has oversight of all clinical aspects of delivery, mitigating and preventing risks from the point of initial enquiry, and throughout the duration of an individual’s care pathway.

All services within ACG continually monitor the quality of the services they provide through planned quality assurance. Through the governance structures provided within ACG, the outcome of this monitoring is used to continuously improve the services we deliver.

Governance & Quality Structure

Customer Satisfaction and Surveys

Customer satisfaction is central to delivering a high-quality service and so it is important that feedback about our service is proactively sought. All service users and their representatives shall have the opportunity to take part in an experience questionnaire annually, this will include a friends and families survey, allowing each service to identify areas for improvement and areas of strength.

The results from the Active Assistance survey last year showed that 88% of Acquired Brain Injury clients that responded felt that their staff had a good understanding of their condition.

These are the values that our service users told us were important to them during the survey:

  • Choice
  • Reliability
  • Care
  • Integrity
  • Client
  • Carers
  • Communication
  • Service
  • Understanding
  • Compassion
  • Respect

Compliments and complaints

Active Care Group recognises that there will be times when the service provided does not meet the expectations of service users or their representatives. There is a robust system in place to handle complaints appropriately and use the information gained as an opportunity for organisational learning and continuous improvement.

ACG also regularly reviews compliments received to see whether the good practice identified can be shared across our services.

If you wish to compliment or complain about something in relation to the service you have received, please contact us by:

  • Speaking to a senior member of staff
  • Emailing:

We value your feedback as a way to improve our services. We will respond to all queries raised and aim to acknowledge all complaints within 48 working hours and respond within 28 days.


More information about the Whistleblowing policy can be found on the Contact Us page.

Contact Us

CQC and other regulatory bodies

Active Care Group businesses are registered with the required regulatory organisations.

Please view our CQC Reports page to view the latest reports from CQC and other regulatory bodies.

CQC Reports

Gender Pay Gap

The gender pay gap report can be found here:

Gender Pay Gap