Homecare delivery
Case reference FOI2023/00531
Published 30 March 2023
Request
In relation to your externally delivered homecare can you please confirm:
a. What measures do you undertake to ensure homecare delivery is actually happening?
b. What measures do you undertake to monitor the quality of service provided by a supplier of homecare and how frequently are you monitoring providers?
c. How do you confirm provider invoices are accurate? d. Does the council collect electronic visit verification data from all its homecare providers to prove service delivery?
e. If not, why?
e. If yes, Is this sent directly to the council in a specified format? Is it sent at regular intervals?
Do providers use their own monitoring systems to send this data to the council?
Do you use this information to monitor quality?
Do you pay for your homecare delivery based on actual care delivery as evidenced by visit verification data? f.
Do you pay based on commissioned, planned or actual care?
g. What information do you provide to evidence care delivery when you encounter a compliant?
h. When are your current provider contracts up for renewal?
i. How many providers do you contract with on a framework block basis?
Response
In relation to your externally delivered homecare can you please confirm:
a. What measures do you undertake to ensure homecare delivery is actually happening?
Providers are required to use an electronic call monitoring system to record service delivery.
b. What measures do you undertake to monitor the quality of service provided by a supplier of homecare and how frequently are you monitoring providers?
Measure via, Provider engagement activity, provider feedback, service user feedback, annual provider visits, four monthly forums, quarterly locality meetings and provider performance and contract meetings.
c. How do you confirm provider invoices are accurate?
Invoices would be compared with the purchase order/agreed package costs/service provision.
d. Does the council collect electronic visit verification data from all its homecare providers to prove service delivery?
The information is held by the provider and can be audited/spot checked at any time.
e. If not, why?
e. If yes,
Is this sent directly to the council in a specified format?
No, it is sent upon request of the Council.
Is it sent at regular intervals?
No
Do providers use their own monitoring systems to send this data to the council?
Yes
Do you use this information to monitor quality?
No
Do you pay for your homecare delivery based on actual care delivery as evidenced by visit verification data?
Yes
e. Do you pay based on commissioned, planned or actual care?
We pay for actual care delivered against agreed planned care.
g. What information do you provide to evidence care delivery when you encounter a compliant?
Provider will be asked to provide relevant and appropriate information e.g. electronic call records, duty rotas, and care call notes dependent on the complaint.
h. When are your current provider contracts up for renewal?
Framework end date 2/11/25.
i. How many providers do you contract with on a framework block basis?
13.
Documents
This is Herefordshire Council's response to a freedom of information (FOI) or environmental information regulations (EIR) request.
You can browse our other responses or make a new FOI request.