5 2301 Outcome Based Specification

SERVICE SPECIFICATION

FOR THE PURCHASE OF

The provision of Service(s) is:

Residential Respite Services forAdults with Learning Disabilities

Dated: 1st Day Of April 2010

1. Operational Service Specification 21/10/09 2301 1Residential Respite Service Specification

Adult, Health & Community Services

Strategic Commissioning Division

1.1 Overview and outcomes of the service:

To provide short stay residential care to adults with a learning disability aged 18 years and over, on an overnight basis, that supports them to achieve positive outcomes in all aspects of their life. Short stay residential care may also be required for young people in transition from children to adult services.

1.2 Need for the service:

The service is required for adults with a learning disability, aged 18 years and over, where an assessment of their support needs has identified that they require residential respite care. The service may also be required for young people in transition from children to adult services.

1.3 Relevant documentation:

The service needs to operate in line with the following national and local policies and strategies: Valuing People Now 2009 National Dementia Strategy 2009 Valuing Employment Now 2009 ‘Real Lives’ - Joint Commissioning Strategy for Adults

with a Learning Disability 2008-2011 Mental Capacity Act Deprivation of Liberty Appointment

of Relevant Person’s Representative Regulations 2008 Putting People First 2007 Mental Capacity Act Deprivation of Liberty Safeguards

2007 Independent Mental Capacity Act 2007 Single Equality Scheme 2007 Our Health, Our Care, Our Say 2006 Infection in Residential and Nursing Homes 2006. Improving the Life Chances of Disabled People 2005 Disability Discrimination Act 2005 Protection of Vulnerable Adults 2004 National Minimum Standards for Care Homes for

Adults (18–65) and Supplementary Standards for Care Homes Accommodating Young People Aged 16 and 17 2003

Valuing People 2001 National Care Standards Commission Regulations

2001 Care Homes for Older People (65+) National Minimum

Standards Care Homes Regulations 2001 Human Rights Act 1998

This list is not exhaustive.

The service needs to support the delivery of Public Service Agreement 16 for socially excluded adults

21/10/09 2301 2Residential Respite Service Specification

1.4 Service principles and standards:

All adults with a learning disability are people first with the right to lead their lives like any others, with the same opportunities and responsibilities, and to be treated with the same dignity and respect. They and their families and carer’s are entitled to the same aspirations and life chances as other citizens. The service will be delivered in a manner that supports this and promotes people’s rights, autonomy and independence and enables them to make choices and have control.

People’s uniqueness in respect of gender, sexual orientation, age, ability, race, religion, culture and lifestyle will be acknowledged and respected.

Service delivery must be underpinned by the principles of the personalization agenda e.g. person centered planning, assessment, care management and review.

The service provider must work in partnership with service users, carers and other people involved in the individuals formal and informal networks.

The service provider must be registered with the Care Quality Commission for the provision of residential care.

The service provider must operate in line with all relevant policies and procedures as detailed in section 1.3 of this specification.

1.5 Service users:

Adults with a learning disability, aged 18 years and over, who have been assessed as FACS eligible for services. Support may also be required for young people in transition from children to adult services.

Service users may include: People with more complex needs People from black and minority ethnic groups and

newly arrived communities; People with autistic spectrum conditions; and People with Mental health needs, People with physical disability which severely

affect their ability to be independent. People with sensory impairments which severely

affect their ability to be independent. People with behaviour that can challenge

services.


1.6 Access to the service:

Service users will be referred by authorized practitioners of Adult Health and Community Services Learning Disability Team or Warwickshire’s Integrated Disability Team. The person making the referral will supply the service provider with a copy of the person’s most recent social care assessment and support plan.

Short stay residential care (respite), may be purchased by individuals using their Individual Budget, either through a virtual budget, direct payment or Individual Service Fund.

The service provider is responsible for operating an effective booking system for their service that provides ongoing management information on service use, occupancy levels, equality of access and cost (including itemised billing). The service provider will be required to work in partnership with the local authority to support the development of an electronic booking system for respite breaks.

1.7Service activity: The service will be provided in Warwickshire and/or within a neighbouring local authority area.

The service will be provided 24 hours a day, 7 days a week and 365 days a year. Packages of care will be delivered to meet individual needs and will be person centred.


1.8 Contract Monitoring

Service providers will be subject to the following performance monitoring processes: WCC Local Commissioning will monitor individual

outcomes in relation to this service specification with service providers and WCC contract monitoring staff will carry out regular desktop monitoring.

A 6 monthly self assessment monitoring return should be completed. Failure to comply will result in the following actions. 1) If a return is not made you will receive a letter for failure to comply. 2) A visit from the contract monitoring team. 3) A final letter of non-compliance and funding will be reviewed.

Completion of an annual value for money self assessment to review performance, quality and the financial position of the service.

Specific arrangements for performance monitoring will be made with each service provider. The range and volume of monitoring and data collection will directly relate to the level of service activity.

A range of performance monitoring methods may be used including: Face to face meeting Provision of qualitative and quantitative data through

self reporting. Customer surveys Interviews / discussions with customers Interviews / discussions with staff Interviews / discussions with other stakeholders Inspection of records and organizational documentation Individual customer reviews.

All providers will be expected to have their own quality assurance processes in place. Internal quality assurance processes and the council’s performance monitoring processes will be focused on continuous improvement.

The authority reserves the right to use external evaluators as part of the performance monitoring process.

2. High Level Service Outcome 21/10/09 2301 5Residential Respite Service Specification

HIGH LEVEL SERVICE OUTCOME

The high service outcome is based on the Valuing People Now documentation ensuring that individuals’ legal and civil rights, are exercised and maximum independence, choice and inclusion are realized. The service will enable people, no matter how complex their needs, to live life equally as citizens in their local communities alongside their fellow citizens. The service will enable people to get real choice and control and appropriate support that they need to live their life as independently as they are able to.

3. Detailed Service Outcomes

3.1 Service Outcomes are outlined below in respect of the 7 Key areas of Our Health, Our Care, Our Say: Exercising Choice and Control Improved Health and Emotional Wellbeing Personal Dignity and Respect Quality of Life Freedom from Discrimination and Harassment Making a Positive Contribution Economic Wellbeing

Outcomes Indicative Performance MeasuresExercising Choice and ControlI am supported to be involved in choosing the people who support me on a planned basis.

% of interviews in which customers have a formal role. % of customers who have voiced individual staffing choices. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I know and am confident in the people who support me on a planned basis.

% people satisfied in survey in this area. Data relating to staff turnover, supervision, training, and disciplinaries is collected and available. Number of complaints in this area.

I am supported to change the support/care I get when I need and choose to.

% people whose support has changed in volume and /or design. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to make choices about the way my service is delivered.

% people supported who have made choices about the way their service is delivered. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to express my views and opinions and ask questions.

% people satisfied in survey in this area. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to have access to information in order to make fully

% of people supported with information packs.% of people with a contract with support


informed choices. provider. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories. Service user guide for residential care home.

I am entitled to my rights and services which must be delivered in accordance with my expressed wishes and preferences.

% people supported whose preferences are recognised in service delivery. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am central to all decisions about my life.

% people supported with person centered plan (PCP). % people with a person centered approach. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to access aids and adaptations, including Telecare and personal aids to mobility, which help me to be more independent and in control of my life.

% people supported with this equipment. % people supported to maintain equipment in good working order.% people satisfied in survey in this area. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I have the right to make my own decisions, even if they conflict with professional and others views. My capacity to make each decision will be taken into account.

% people supported with person centered plan (PCP). % people with a person centered approach. % people supported whose PCP is regularly reviewed. % people satisfied in survey in this area. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to self manage medicines and other therapies as much as possible.

% people supported to self manage medication. % people supported with active plans to increase involvement. % people supported who have become self managing. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I know how to complain, am listened to when I do and action is taken. I know where I can get support to make a complaint.

% people given accessible information on the complaints procedures. % people making complaints. Number of complaints, actions and resolutions.

I have the right to retain my chosen lifestyle.

% people supported who are satisfied that they exercise their lifestyle choices. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to access advocacy services.

% people provided with information about access to advocacy services. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

Improved Health and Well BeingI am supported to be as healthy as I can and choose to be.

% people supported in activities which are intended to maintain and develop health and fitness. % people with a balanced diet.


Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to be as independent as I can be.

% people supported who have been actively encouraged to achieve independence in any aspect of their life. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am encouraged to maintain, and where possible to improve, my physical abilities.

% people who are active. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to get advice, support, information and appropriate treatment regarding my emotional well being, physical and mental health and to stay active.

% people supported who are participating in activities relating to health and well being.% people encouraged and where necessary assisted to have annual sight and hearing checks and six monthly dental checks.% people supported whose health has improved. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to attend routine and emergency health appointments.

% people supported to attend routine medical appointments. % people supported to attend emergency medical appointments. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to make decisions regarding my health i.e. need for a good diet and regular exercise.

% people supported who have made such decisions. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported with rehabilitation and reablement to promote my independence, health and well-being.

Number of people in receipt of activities prescribed following multi-disciplinary assessment or involvement of specialist health staff (e.g. physiotherapists) in hospital or the community.

I am given information about the benefits of healthy eating and a healthy lifestyle.

% people provided with information to enable them to make decisions that promote their health. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am involved in food preparation. % people involved in menu planning and cooking. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am provided with three healthy and nutritious meals a day and I have unlimited access to hot and cold drinks in line with my preferences (two meals a day if I am attending day opportunities).

% people satisfied in a survey in this area. % people with a balanced diet. % people involved in menu planning and cooking. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am able to choose how I look and am involved doing as much as I can for myself.

% people supported with areas of personal care. % people supported who develop new skills in this area. Individual stories and experience


demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to be socially active with others and participate in social interactions if I choose to do so.

% people supported to be active in their communities. % people supported who develop new relationships. % people supported who have active friendships external to formal support. % people supported who have active family relationships. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am appropriately supported in an emergency situation.

% people supported in emergency situations. % of customers who have emergency card. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

My family members are respected and valued and their contributions are welcomed.

% carers satisfied in a survey in this area.Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

My family members are involved and are consulted in regards to the quality of care I receive, as appropriate.


I am supported to choose my GP and have the right to request a visit by them when I need it.


Personal Dignity and RespectI am able to exercise my legal and human rights.

% people who have exercised a right e.g. written a will, made an advanced directive. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am treated in line with the Human Rights Act and, amongst other things, have a right to: freedom and security no punishment without law respect for private and family life freedom of thought, religion and

belief freedom of expression, freedom of assembly and

association marry, to equal treatment and no

discrimination protection of property go to college.

Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am able to express my concerns if I am unhappy.

% people supported to raise concerns, number of concerns, actions and resolutions. Individual stories and experience demonstrated through Illustrative audio, visual or written


accounts/stories.I am confident that I can trust the service provider and individual staff to respect and maintain my personal confidentiality and privacy at all times.


I am involved and my views are listened to and taken into account in all aspects of my life.

% people supported in making informed choices about what they want. Illustrative examples of seeking feedback and responding to it. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am shown respect, consideration and understanding by staff and other adults with a learning disability using the service.

% people satisfied in survey in this area. Number of compatibility assessments undertaken.

I am communicated with in a way that makes me feel comfortable.

% people supported to communicate in preferred ways that meet the needs of individuals. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

My communication style and preferences are respected and known to those who support me.

% people supported to communicate in preferred ways that meet the needs of individuals. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am respected by visitors with regards to my home and my possessions and I am supported to maintain the cleanliness and order of my surroundings.


I have privacy when I need it and I am treated with dignity.

% people supported to be on their own when they wish to. % people satisfied in survey in this area with the way they are treated. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to maintain my spiritual needs and practice my religious and cultural preferences and this is respected.

% people supported to practice their religion. % people satisfied in survey in this area with the way they are treated. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories

Quality of LifeI stay in an environment that is homely and comfortable where I have personal space to express myself.

% people involved in decoration of the home and their room. Assessment of the environmental conditions of the home. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories

I stay in a home that has designated spaces for eating, social activities and private areas and I have access to them all.

% people satisfied in a survey in this area. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories


I have exclusive access to one bedroom for the duration of my stay.

% people satisfied in a survey in this area. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories

I am able to welcome visitors to my home when it suits me.

% people who have visitors to their home. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories

I am supported to understand and manage risks to myself and others.

% people supported to self manage risks. % people supported with written risk assessment. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to maintain my home environment and I am involved in daily living tasks e.g. shopping, domestic chores, cooking.

% people supported to engage in daily living tasks. % people supported who have learnt new skills in relation to daily living. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am able to access safe, legal and appropriate transport to enable me to participate in a range of activities during my stay.

% people with access to an appropriate vehicle. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to get out and about and to use public transport safely.

% people supported to use public transport to access their community. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to develop and maintain a plan of what I want to do.

% people with a support plan that is person centered. % people with an outcome based support plan. % people with a Person Centered Plan and Care Planning Review. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I participate in activities of my choice in the daytime that I enjoy and promote positive outcomes for me.

% people accessing person centred day opportunities. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am given opportunities to take part in new activities and to have new experiences.

% people engaging in activities within the home and community. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

Freedom from Discrimination and HarassmentI am treated equally and fairly as any other member of the community.

% people feeling valued and respected. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am safeguarded from abuse, self harm, maltreatment, neglect, bullying, accident, injury, death, discrimination, crime and anti social behaviour.

% people supported to feel comfortable and equal as others. Number of safeguarding referrals and investigation. Individual stories and experience demonstrated through Illustrative audio, visual or written


accounts/stories.I am supported to report a crime or hate crime if I am a victim of it.

% people reporting a crime to the police. % people reporting a hate crime to the police.

I am safe and secure during my stay and protected from exploitation.

% people supported who feel safe and secureNumber of incidents in which people are subject to harm. % people satisfaction survey in this area.

I am treated fairly as an individual taking full account of my abilities, special needs, disability, age, religion, racial origin, sexual orientation, culture and language.

% people supported in having “rights” and “opportunities” exercised. Number of related complaints and outcomes. Data relating to customers age, gender, ethnicity, disability, sexual orientation, language is collected.

I have equality of access to services. % people satisfied in a survey in this area. No of related complaints and outcomes.

Making a Positive ContributionI am supported to use community based services for my leisure and cultural needs that are also used by non-disabled people.

% people supported in activities which are in community based services. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to take part in decisions which affect my life in my community.

% people supported to engage in community life as active members. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to join local activities and events in my community.

% people supported to engage in local events and description of social events. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

Economic WellbeingI am supported in a paid work environment in line with my wants and needs.

% people in paid work. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to do voluntary work if I choose to do so.

% people involved in voluntary work. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to have access to ICT technology and be able to expand my skills further if I wish to do so.

% people supported to use a computer. % people with ICT training. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to access my full benefit entitlement

% people supported to get information or seek assistance in benefit entitlement. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported to manage my finances and make choices about how I spend my money.

% people satisfied in a survey in this area. % people supported to self manage their finances. % people supported with active plans to increase financial skills and involvement. Individual stories and experience demonstrated through Illustrative audio, visual or written


accounts/stories.I am supported to learn new things through Adult Education and life long learning.

% people supported to engage in education/learning. % people who have achieved a recognized qualification. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

I am supported and have accessible information on aspects of employment i.e. providers access the employment market and job centers,

% people supported through to employment. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories.

Potential Indicators and Sources of EvidenceCare Quality Commission registration and inspection reportRecruitment ProgrammesSupport PlanReview RecordsCustomer FeedbackAnnual service evaluations by customers/carersComplaints RecordsPerson Centered PlansAssessment and feedback from othersEmployment ContractInformation packsHealth action planTraining course CertificatesAccess to specialist advisors e.g. Job Clubs and day servicesJob clubs Risk AssessmentStaff Data and Records


4. Service Requirements

4.1 Service Registration

4.1.1 The Service Provider must be registered with the Care Quality Commission (CQC) prior to the commencement of services and must comply with all registration and inspection requirements and requests of CQC.

4.1.2 The Council can ask the CQC to provide information on the registration and inspection of the service provider.

4.1.3 The Service Provider must comply with the National Minimum Standards for Care Homes for Adults (18–65) and Supplementary Standards for Care Homes Accommodating Young People Aged 16 and 17 2003 and Care Homes for Older People (65+) National Minimum Standards Care Homes Regulations 2001

4.1.4 The Service Provider must provide a statement of purpose in accordance with paragraph 1 (1) (c ) of the National Care Standards Commission Regulations 2001.

4.2 Service Management

4.2.1 The Service Provider will be responsible for the operation of the service, management and training of staff and monitoring and evaluation of the service.

4.2.2 The Manager of the Home will be a registered CQC manager. They will have a formal management qualification and experience of working in a residential care setting at a senior level.

4.2.3 The Registered Manager of the Home will ensure that all contractual requirements are met and continuity of service for service users is maintained at all times.

4.2.4 In line with CQC minimum standards there will be: Waking staff support from 7am to 10am and 3pm – 11pm Monday

to Friday. No core staff cover from 10am – 3pm Monday to Friday, excluding

bank holidays, due to the likelihood that service users are accessing other opportunities during these times. However, service users may choose to purchase additional hours during these times and they would need to be available if purchased.

Waking staff support from 7am to 11pm on weekends and bank holidays.

Sleep in staff support between 11pm and 7am 365 days a year.

4.2.5 In compliance with regulations and the requirements of this specification the Registered Manager has the authority to determine whether a placement is acceptable to the provider. Preference should


be given to individuals resident in Warwickshire and individuals referred from Warwickshire County Council.

4.2.6 Each service user will have a key worker within the service who maintains oversight of their care. They will be responsible for promoting positive outcomes for individuals in line with this specification, linking with the family and ensuring that the care plan is met.

4.2.7 The Service Provider shall keep accurate records in respect of each service user in relation to all aspects of the service they receive. The format of this record will be in line with CQC requirements. These records may be inspected at any time by designated officers of the Council.

4.2.8 As appropriate to the needs of service users, the Service Provider will ensure that the house is equipped with lifting and handling equipment and other aids to mobility to ensure the safety of the service users and staff employed in the home.

4.2.9 The service provider will ensure that a robust approach to cleaning is in operation at the home, which facilitates a safe and clean environment. Providers should deliver the service in line with the Department of Health publication ‘Infection in Residential and Nursing Homes 2006’.

4.3 Recruitment, Employment and Staff Training

4.3.1 The Service Provider will ensure the recruitment and employment of a sufficient number of staff to ensure and maintain service delivery to individuals of a quality consistent with this service specification. At a minimum, staffing levels must meet CQC minimum standards.

4.3.2 Staff will have appropriate competence, experience and qualifications to ensure and maintain service delivery to individuals of a quality consistent with this service specification. All support staff must be qualified or expected to register for courses with Learning Disability Qualifications as prescribed by Skills for Care or may have a LDAF qualification and be working towards registering for courses with Learning Disability Qualifications. There will be an appropriate number of care staff qualified to at least NVQ2 level or equivalent.

4.3.3 Staff should be prepared for the tasks that they undertake by induction training and ongoing training linked to the standards of the service provider.

4.3.4 The Service Provider shall ensure that the ongoing training needs of the employee(s) are identified through the supervision process and a suitable training programme is provided to meet these needs.

4.3.5 Staff will conduct themselves appropriately at all times. They must not: Smoke in the presence of service users. Take any other person including children to the home. Take any pets in their charge into the home.


Accept gifts, gratitude’s or bequests or act as executor in respect of service users wills.

Remove any items from service user’s accommodation.

4.4. Policies and Procedures

4.4.1 The Service Provider will ensure that there are written polices and procedures to clarify the organizations standards and these will be publicly available and produced in appropriate formats. These must conform to relevant legislation and standards as outlined in 1.3 of this specification (as applicable).

4.4.2 The service provider will ensure that written policies and procedures are in place, and in an accessible format, in relation to: Service user guide and contract Statement of purpose Code of conduct of the organisation Equal opportunities Staff selection and recruitment Induction and training Disciplinary procedures (to include a system for dealing with

potential conflicts of interest) Complaints procedures Quality assurance Moving and handling Confidentiality and Information Sharing (to comply with all legislative

requirements in respect of confidentiality, data protection and information sharing)

Medical care (to include support to access full range of primary and secondary care services, administration of medication, pain management and managing hospital admissions or medical emergencies that respond to the service failures identified in the Six Lives Ombudsmen’s report)

Management of infection and disease Use of protective clothing Maintenance of records in the home Acceptance of gifts and bequests Handling of service users monies (must include process for income

collection, handling money and managing appointeeships) Dealing with violence and aggression Managing cancellations Holding service users keys Health and safety Breakages and damages Protection of Vulnerable Adults (must include communication with

agencies and carers) Adult abuse Risk taking Sexuality and personal relationships Transport PolicyThis list is not exhaustive.


4.5 Key information and Reporting Significant Events

4.5.1 In the event of: Abuse Inability of the service provider to perform any aspect of the service Hospital admission Home closure A temporary move Lost or missing service user Serious illness/injury DeathThese will be reported to AHCS Contract Monitoring Team immediately by email to [email protected].

4.5.2 Safeguarding issues, which include financial or physical abuse or Deprivation of Liberty (DOLS) will be reported to AHCS Safeguarding Team.

4.5.3 In the event of a major incident where the ongoing delivery of care to individuals may be interrupted, the provider will notify the Council immediately and follow up in writing to the Contract Monitoring Team within 48 hours. Major incidents include: Fire Flood Disruption to power, heat and lighting Infection outbreak Major staffing disruptions Any loss of money or property Any circumstance where the individual is in need of medical

attention but refuses to seek medical help.

4.5.4 The Service Provider must maintain records of complaints including: The nature of the complaint The name and address of the service user The name and address of the complainant, where different The date and time when the complaint was received Details of the outcome including time and date of resolution of the

complaint Details of any action taken to prevent any future occurrence The names of the service providers supervisory and other

employees involved in the action complained of and of its outcome

4.5.5 The Service Provider will notify AHCS Contract Monitoring Team by email should the Registered Manager leave with details of interim arrangements (for reporting appointment of new manager).

4.6 Changes in Need

4.6.1 The Service Provider will ensure there are agreed procedures in place to inform AHCS about changes in the needs of service users and carer’s which might affect the appropriateness of the care package.


4..6.2 Any significant deterioration in the service user’s health and welfare must be reported immediately to AHCS Learning Disability Team.

4.6.3 The Learning Disability Team must be informed immediately of the service user or carer’s wish to terminate services.

4.7 Service User Assessment, Care Management and Review

4.7.1 The Service Provider will draw up an accessible, outcome based support plan with each individual prior to the service commencing. This should be shared with the individual and with their carer and allocated worker as appropriate.

4.7.2 At a minimum, the plan will clearly detail desired outcomes for the individual, how the service will support individuals to achieve these outcomes, risk assessment, manual handling and restraint agreements as appropriate, the timescale for achievement and the regular review arrangements.

4.7.3 The Service Provider will work with AHCS to undertake and support service user assessments and reviews, in line with statutory timescales, with a view to ensuring that individuals are in the most appropriate setting to meet their needs.

4.7.4 The Service Provider will work closely with AHCS to facilitate the recommendations of assessments and reviews, including moving to more appropriate accommodation.

4.7.5 The Service Provider will maintain and evidence a Customer Feedback process that will be used to develop and improve the service to meet the changing needs of the people who use the service.

4.8. Book and Go

4.8.1 Warwickshire County Council is the only authority within our region to receive funding from the Department of Health, up to 31st March 2011, to be a demonstrator site for the “Breaks for Carers” programme. This funding is to develop a “Book & Go” system which will offer carers and customers a web-based portal through which to book break services including residential respite.

4.8.2 The Council’s aspiration is to make support services, in particular breaks for carers, more accessible to all carers including self funders, through a web based portal. This will enable carers to “Book & Go” a range of breaks and services using individual budgets and /or their own resources giving carers real choice and control in the way they use services.

4.8.3 The Service Provider will work in partnership with WCC’s “Book & Go” project team, working towards the development and successful implementation of a web based booking system.


5 2301 Outcome Based Specification

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