Replacing a paper-based system, Observe is an enhanced strategic tool, allowing Fedcap to centrally schedule and capture the outcomes of ongoing and wide-ranging observations, throughout the learning journey.

It places the emphasis on individual ownership of resulting actions to improve teaching and support practice. The module offers Fedcap’s people readily accessible information for more rapid and effective monthly reporting and feedback, helping to identify trends and direct resources to where they are most required to support team members.

A key feature of Fedcap’s application is to encourage personal reflection, greater transparency and peer observation as part of the wider quality improvement model.

Sandra Russell, Head of Customer Experience and Innovation for Fedcap said: “quality levels improve through the promotion of smarter working practices and better monitoring of systems.

“We have been using Mesma’s software, which is a great tool, for some time now to support improvement planning and self-assessment. Introducing the observe module has added a new dimension, enabling the team to take even more ownership of continuous improvement processes and support ISO9001.

“It helps us identify good practitioners whose ideas and working methods can be shared amongst colleagues and adopted across all our operations to drive quality assurance and raise standards.”