‘Outstanding’ quality is our priority
Bella Hallam - Director of Franchising
“Having been previously aware of Carla’s high standard of work and her reputation, I was excited to hear that QCM2US had launched. Carla and her team of inspectors and trainers are professional in their approach, provide outstanding customer care and truly embed a real learning culture in such a safe and kind way.
Carla is always on hand to offer support to our business and really has our best interests at heart. The partnership doesn’t feel like an external relationship, Carla is a much-valued part of our team. QCM2US’s ‘can do’ approach, and their true understanding of our Carer Centric Culture is what stood out to us as a provider. Carla has taken the time to really understand our processes and procedures and has helped us gain a greater knowledge on how we can continue to redefine the role of carers in society from a clinical and governance point of view.”
Vishul Seewoolall - Chief Operating Officer & People Focused Leader in Social Care / Ambassador for CCTV
“I am delighted to provide a wholehearted and glowing recommendation for the recent independent care assessments conducted by Carla and QCM2US across a number of our homes. The assessments were thorough, professional, and exceptionally insightful, offering an honest yet overwhelmingly positive reflection of the home’s commitment to excellence in care.
The assessors demonstrated deep expertise and genuine compassion throughout the process. They took the time to engage meaningfully with team members, residents, and families, creating a warm and trusting environment that allowed for open and honest dialogue. Their attention to detail, respect for dignity, and focus on person-centered care were evident in every aspect of the review.
The reports highlighted the outstanding quality of care provided, recognising the home’s nurturing atmosphere, responsive team members, and the consistently high standard of clinical and emotional support. Special commendation was given to the leadership team for fostering a culture of respect, inclusion, and continuous improvement.
This independent assessment not only affirmed the high standards already in place but also provided constructive, forward-thinking recommendations that were practical and aligned with the home’s values. It was clear that the assessors approached their work not only with professional integrity but also with a heartfelt desire to see the residents thrive.
I would strongly recommend Carla and this independent care assessment service to any care provider seeking an accurate, respectful, and empowering evaluation. It is a valuable tool in enhancing service quality and ensuring the very best outcomes for those in care”.
Sue Goldsmith - Chief Operating Officer
“Many thanks for your invaluable input and all your additional efforts in supporting us. It was an absolute pleasure to work with Carla and we would certainly work with her again in the future.”
Clare Musgrove - Director Complex Care & Forensics
“Thank you so much to Carla - it makes it all worthwhile to see our success from someone elses perspective.”
Parag Rabheru - Managing Director
“We are incredibly grateful to Carla for her exceptional consultancy services. Carla provided expert guidance on quality care service provision, market inspections and compliance with CQC regulations, especially the new CQC legal framework for care services.
The service she has provided was of an exceptionally high standard. Carla is deeply knowledgeable, thorough and approachable. Her practical advice improved our service rapidly and dramatically. She offers tailored solutions that are not only effective, but also cost conscious ensuring sustainable improvements.”
Dave Williams - Former Operations Director, Managing Director & Founder of Voyager Solutions
“Working with Carla Middleton and QCM2US has been an outstanding experience. Carla brings not only deep expertise in healthcare operations but also a sharp focus on improving quality, governance, and regulatory compliance across the board. Her approach is strategic, compassionate, and always tailored to the unique needs of the organisation.
Carla is a results-driven professional with an exceptional ability to lead teams through complex challenges. Her work goes beyond day-to-day management, she drives real, lasting improvements in service delivery, compliance, and care outcomes. Her knowledge of the CQC framework and regulatory standards is second to none, and she has a remarkable talent for translating that knowledge into practical, workable solutions.
Carla builds strong relationships at every level, from frontline staff to executive leadership level and brings people along with her through change. Her ability to engage, support, and empower teams ensures that improvements are not only made but sustained.
Carla’s contribution through QCM2US has been transformative. Her commitment to high standards, her drive for innovation, and her unwavering focus on quality make her a true asset to any provider looking to improve, grow, or strengthen their services.
I would not hesitate to recommend QCM2US to any care organisation looking for expert support in quality improvement, compliance, and strategic leadership”.
Andrew & Helen Lofts - Directors of Visiting Angels Burton & Derby
“This is the second time we have worked with Carla and it has been a very positive experience. Carla is helpful, supportive and using her expert in depth knowledge, guides you seamlessly through the inspection process.
The inspections are extremely rigorous from the pre-inspection preparation work through to the examination and scrutiny of each quality statement. Carla’s passion for excellence in healthcare is truly inspiring and she coaches and mentors to ensure we are pushing those boundaries from ‘Good’ to ‘Outstanding’.
As a business who prides itself on extremely high standards, we thank you Carla for the ongoing support and we look forward to our continued collaboration”.
Stuart Higgins - Provider & Nominated Individual
“Carla was fabulous in doing our mocks and quarterly inspections, she gave us a great overview of the business from an external professionals perspective, the audits were detailed and accurate. I would definitely recommend QCM2US to other providers.”
Tom Berrisford - Divisional Director at Compass Associates
“ Carla is a passionate, hardworking, and incredibly talented individual with a clear drive to make a real difference and just look at what she’s already achieved. What I admire most about Carla is her genuine commitment to care. She has a natural ability to connect with people, and she’s built strong, lasting relationships across the sector.
It’s been a privilege to walk alongside her in our careers, supporting one another’s growth and celebrating each other’s wins. I have no doubt that her journey is only just beginning, Carla is absolutely one to watch.
Now, with the exciting launch of QCM2US, I couldn’t be prouder. A true professional, an inspiring leader, and a great friend.
Well done Carla, watch this space”.
Patryk Udalowski - Deputy Director of Operations
“I had the pleasure of working with Carla Middleton when she completed a CQC compliance audit in three out of the six homes I managed. From the moment she arrived, Carla's friendly attitude and extensive knowledge were immediately apparent. Her understanding of the industry is exceptional, and she seamlessly navigated the newly implemented single assessment framework with clarity and precision.
Carla's approach during the audits was not only thorough but also incredibly helpful. She clearly communicated the expectations and provided invaluable insights that went beyond mere compliance checks. Thanks to her diligent work, we were able to identify and improve several areas within the homes she audited. Moreover, the solutions Carla suggested were applicable to all of our homes resulting in an improved compliance throughout.
One of Carla's standout qualities is her ability to put everyone at ease. Despite the pressure of an audit, her supportive approach made it feel like she was genuinely there to help us succeed. I highly recommend Carla for any role that requires expertise, professionalism, and a collaborative spirit. She is a true asset to any team.”
Mark Adams FRSA - Experienced Healthcare CEO, Chair, NED, and Coach-Mentor
“Carla has been invaluable in helping us to improve our quality and standards during the Covid-19 crisis and helping support a team under huge pressure. Highly recommended.”
CQC Registered Home Manager - Deborah Mabey
I am a Registered Nurse and Home Manager in a 64 bedded nursing home caring for those with complex needs. Carla had only worked with me for a short time, but in this time I have learnt so much and grown in confidence.
In December I attended the annual conference, and very proudly made the following speech;
“Firstly, I need to say I do not give presentations and am unsure why I am doing this one in truth. Carla Middleton, my Regional Manager requested I give a presentation on my journey with the new provider since April this year.
I can do this but feel that I need to explain a little of my history before April.
I have been at the home since it opened almost 31 years ago and Registered Manager for approx. 28 years. Over this time, the home has had numerous owners, and many more Regional Managers. It could be said that over time I have become a little grumpy and totally fed up with the changes a new provider will introduce. Each change brings new promises, usually the same ones the previous provider gave us.
Unfortunately, I have had many a disagreement with my senior regional team, all of which was very stressful, and like most of us this not only effects our work life, but our home life too.
Sadly, I lost my husband 4 years ago and my amazing family have been very protective of me. My 3 sons, the eldest in particular, have always encouraged me to move on from the service because of the lack of support.
Move on to present day.
In April, this year I met Carla; to say the least it was a very bad initial meeting that followed on to the next day. I apparently came across as rude and not very welcoming. I now realise that this was because I believed Carla would yet again be a Regional Manager that makes promises and does not deliver.
It took only a few meetings to know this was not the case. Carla and I have an amazing relationship, as she does with all of her managers. Previously if I had an issue the last person I would speak to would be the Regional Manager because it was always a blame culture. Now the first person I would speak to would be Carla, because I know how supportive she is to myself and my team. For the first time I look forward to a Regional Manager visit and feel so supported with her knowledge and understanding. I speak to Carla about an issue and she says, ‘come on show me.’ Before with Regionals it would have been “email me.”
My family now feel I am where I should be with work, and if I feel there is an issue the first thing they say is ‘what did Carla say about it.’ This is because they know I am supported.
The most amazing thing for me with the new structure is praise. In the past 31 years I can say I have never had praise from a Regional Manager or Director. I remember one year my financials were so good I received a bouquet of flowers from the Director with a card saying, “well done Debbie.” I was so surprised, but more so when the next day I was asked for a photograph of the flowers that were to go in reception. I quickly drove home.”
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