How we measure quality
The LSC is committed to ensuring clients have access to quality legal advice.
To help us to achieve this we are developing new quality of advice tools to assess and assure the quality of advice of our service providers.
Together these tools make an important contribution to our Vision of delivering innovative, high quality, high value legal advice and services through top quality service providers.
Peer Review
File Assessment
Quality Profiles
How do the tools work together?
Peer Review
Peer Review provides an assessment of the competency of advice given by service providers.
It is a direct, independent, assessment based on a review of a random sample of a service provider’s case files.
An experienced practitioner trained in the Peer Review framework carries out the review.
The rating achieved through Peer Review is vital to gaining Preferred Supplier status.
File Assessment
File Assessment involves monitoring or assessing five areas of performance, including quality of advice.
The quality of advice assessment was developed in consultation with Peer Reviewers. This ensures the best possible correlation with Peer Review results.
The LSC will give service providers the results of their File Assessment. They will be able to use this feedback to improve their performance if necessary under Peer Review, in order to achieve Preferred Supplier status.
Quality Profiles
Quality Profiles indicate how service providers have performed over a period of time.
Service providers report to the LSC after the conclusion of every case. The LSC then uses this information to draw up the Quality Profiles.
Quality Profiles allow us to monitor the performance of a firm and quickly identify any areas of concern.
How do the tools work together?
The LSC recognises that the most appropriate assessment of quality of advice is an independent evaluation by experienced peers.
Peer Review is crucial to our aim to contract only with top quality service providers. It will form part of the entrance requirements for the Preferred Supplier scheme.
File Assessment will be used to assess a service provider’s minor categories. These categories will not be peer reviewed until Preferred Supplier is fully in place.
The LSC is identifying less intrusive ways of working with our most valued service providers. One of the key tools we use to monitor work remotely is the Quality Profiles process.
The reports we provide to service providers as part of the Quality Profiles process will only be of value if the information we receive at the end of each case is accurate. File Assessment will therefore include a check on the integrity of data service providers report to the LSC.
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