Specialist Quality Mark (SQM)
All holders of a General Civil Contract are required to hold (or be in the process of obtaining) the Specialist Quality Mark (SQM).
The SQM is designed to ensure that an organisation is well run and able to offer excellent client care. To ensure that the quality of legal advice delivered is of a high standard, the SQM applies several proxies that are closely linked to good quality advice including supervision and file review.
The SQM can be applied to any legal service operating at the Specialist level, including those receiving funding from sources such as the LSC, local authorities, charities, other public funding or private fees. A Specialist service is defined as one that is able to provide complex legal advice in specific areas of law, including representation where this is necessary and permitted. The SQM is primarily an organisational standard, designed to ensure legal advice organisations are well run and provide good client care. The SQM gives assurance regarding quality of advice by means of several proxies which, whilst not direct measures of quality are fundamental to reliable delivery of a quality service.
Benefits of Achieving the Quality Mark
These include:
- Improved risk management: Effective risk management can reduce the likelihood of insurance claims being brought against the organisation. Some of the areas identified by insurers and underwriters as being the main causes of claims against organisations are addressed by the Quality Mark, which encourages:
- Increased management responsibility
- Diary control
- Conducting conflict of interest checks
- Effective supervision of staff
- Provision of comprehensive information about cost and other case matters including client care and complaints. For solicitors this is also covered Code of Conduct Rule 2.
- Improved client care: Where effective client care and supervision procedures are in place, the risk of complaints from clients, including those reaching the Legal Complaints Service and umbrella bodies, is greatly reduced. A large number of complaints from clients are due to misunderstandings caused by insufficient or incorrect information provided by the solicitor or adviser
- Efficient management practices and reduced costs: Having effective management systems leads to a reduction in administrative failures, preventing wasted costs and poor service to clients
- Effective deployment of resources: Where effective staff supervision, training, assessment and support are provided, staff motivation and morale are improved, and each staff member is able to contribute to the running of the organisation to the best of their ability
- Increased client confidence: Holding a recognised quality assurance standard demonstrates a commitment to the provision of quality services
- Funder confidence: Funders, including the LSC, currently require or may require in the future, certification to the Quality Mark to ensure that the services they fund meet minimum competence standards.
North East Business Solutions are contracted with the SQM Delivery Partnership to provide advisory and audit services against the Specialist Quality Mark. For further information on the standard or to discuss options for conversion from SQM to Lexcel please contact Solutions.
