BWW takes clinical governance and user safety seriously. To enable it to do this it operates within a set of policies and procedures that are designed to minimise risk and maximise quality of member experience. These policies and procedures were developed in collaboration with the Tavistock and Portman NHS Foundation trust, who supported the development of BWW with expert advice, and knowledge of care and support for people with psychological and emotional issues. Big White Wall's joint venture partnership with the Tavistock and Portman dated from 2011 to 2014.
Today Big White Wall operates under the guidance of Dr Richard Graham, Big White Wall's Clinical Director, and consultant psychiatrist. In addition, all the therapists that work for us in LiveTherapy are carefully selected and supervised to ensure that members receive the highest quality care. Big White Wall's LiveTherapy service is registered with the CQC (Care Quality Commission), the UK government's independent regulator for health and social care services.
Policies and procedures cover the following areas of practice (not an exhaustive list):
- Risk strategy and risk policy
- Risk assessment
- Record keeping
- Incident reporting and investigation
BWW also undertakes detailed risk assessments of the key elements of its service and when any aspect of service poses a risk that is unacceptable it will ensure that actions are put in place to reduce the risk.
BWW has formal regular meetings of senior clinical staff and managers to monitor quality, governance and risk and to ensure that when issues arise effective action plans are developed and implemented.