and Support Market Engagement Forum Spring 2018 Welcome to todays - - PowerPoint PPT Presentation

Suffolk Home Care and Support

Spring 2018

Market Engagement Forum

Welcome to today’s session…

Purpose of Today;

• Feedback on Market Engagement (30 mins)
• Break to get up and see what we are proposing and to get involved (15 mins)
• A Potential Model (1 hour - Discussion Time)
• Based on what we have heard so far
• An opportunity to hear what you think
• We don’t have all the answers – still forming our model
• Next Steps (10 mins)
• Close at 16:30

This is what we’ve done so far…

Engagement – Initial Ideas We wanted to ask your views on a number of issues to help us formulate our future plans Engagement – Shaping the Future We want to share with you what we have heard and what we propose, test some further ideas.

Winter 2017 Spring 2018 Summer 2018

. Health Watch Survey with domiciliary care customers

Engagement – Final Model

Phase 2 – Feedback

120 responses from Providers and Stakeholders (CQC, CCG, etc.) SCC Internal Engagement with teams Wanted to find out views and where/if there was consensus regarding any aspects All detailed feedback is available and will be put online Today’s presentation reflects a County summary

Discussion Points

• 7. Models?
• 5. Key

Performance Indicators KPIs?

• 6. Areas/coverage
• 3. Sustainability

2.Quality 4.Implementation & Service Delivery

• 8. How we can

do this together 1.Home Care Principles

Feedback on Discussion Points

Summary of key points only Detail is available – information in the room and will be on the website Three Themes emerged

• 1. Suffolk’s Home Care Principles

Will now be adopted for the whole market The challenge is in delivering these

Consensus

• 2. Quality

Lots of feedback on this including how delivery of care can be improved Lots of ideas A willingness to work more collaboratively between providers and ACS to achieve better results for the customer.

Consensus

• 3. Sustainability

Price

• SCC should be a price setter
• SCC should be a price taker as providers know what is needed in the

area

• Negotiate on price
• Prices need to be consistent and the same across the board or, tiered

pricing for rural areas, enhanced and complex, reflect travel time

Recruitment and Retention of staff is key

No consensus on Price

• 4. Implementation

New customers only. Phased approach. No block transfers of staff and customers. No TUPE.

Increase use of Direct Payments (DP)

Some consensus

• 5. Monitoring and KPI’s

Most providers welcomed monitoring if clear, meaningful and achievable A few providers stated these are pointless and time consuming Mixed response to penalties or incentives. Suggestion that best incentive would be recognition of good performance

Some Consensus

• 6a. Areas

No views expressed about how best to divide the county A number of suggestions were raised for consideration No Consensus

• 6b. Managing Varying Customer Need

Should define “enhanced and complex” Some providers want to specialise – dementia, end of life Need greater flexibility out of normal hours and should expect to pay an enhanced rate for staff who take on work out of hours

Some Consensus

• 7. Future Models

Prefer a mix of models Dynamic Purchasing System is generally supported and could work with any model General support for increased use of Direct Payments Some providers prefer to remain with current spot contract No Consensus

• 8. How can we work together?

SCC to communicate Co-produce with providers Would like support from SCC on procurement, writing good tender content, plain language etc. Some Consensus

What can we conclude?

Strong consensus on our aspirations to provide great care There is no such thing as a “perfect model” There is a willingness to work together better Used this feedback and feedback from the Care Pricing engagement for 2018/19 has also been considered Three themes emerged

3 Key Themes

1) Customer Experience – improve the effectiveness of

managing work by reducing demand, and improving the customer journey across the health and care system

2) Service Development – longer term improvements

that can assist all providers of care and support

3) Future Operating model - feedback combined with

SCC performance data will be used to inform the future model

During the Break

Have a look at the Customer Journey and what we are suggesting can be done to improve current processes – add any other comments on post-it notes. Have a read of the 5 x Service Developments that we have identified and if interested in helping us develop these - add your name so that we can progress these with you.

Service Developments

We would like volunteers to work with us on developing initiatives

GOOD EMPLOYMENT PRACTICE, STAFF WELL BEING AND SATISFACTION

RECRUITMENT & RETENTION TRAINING COMMUNICATIONS Provider Forums Newsletters RECOGNITION Care Awards Promote Good Practice

Break

Designing a Potential Model -Your Feedback

No consensus

• On price
• How to split the county
• A preferred model

Strong consensus

• Apply to new customers only
• No Tupe
• No bulk customer and staff transfer

Designing a Potential Model – SCC Requirements

Deliver the Home Care Principles Improve the customer experience across the health and care system Manage potential demand from an ageing population within limited resources

Current Market in Suffolk

Spend by SCC on home care in 16/17 was £33.3m helping to support 5,585 customers and providing 1,927,310 hours of care 85 providers currently accredited with SCC Although there are a significant number of providers SCC still has an average of 100 people on our waiting list for home care Average waiting time over last 6 months has been 15.4 days

Locality based Home care Reactive Home Care

Bespoke Home Care

Unplanned, Responsive, 7 Day Week Pick Up Short Term Urgent Cover, Work closely with Health, SWS and Home First Anticipate fewer number of providers that cover CCG area Planned, earliest pick up date gets work, 6 Day Week Pick Up Long Term, Providers working in agreed areas and no restriction on number in each area Planned, 6 Day Week Pick Up Long Term, Specialist Care & Support

• 3. Potential Model

Areas

Reactive Work within one CCG Area (red border) Areas to be determined in the North as no Connect Areas Locality Providers work in Connect

• Areas. Can work

in more than one.

Planned, earliest pick up date gets work, 6 Day Week Pick Up Long Term, Providers working in agreed areas and no restriction on number in each area

Locality based Home care

Bespoke Home Care

Planned, 6 Day Week Pick Up Long Term, Specialist Care & Support

Reactive Home Care

Unplanned, Responsive, 7 Day Week Pick Up Short Term Urgent Cover, Work closely with Health, SWS and Home First Anticipate fewer number of providers that cover CCG area

• 3. Potential Model

Referral Routes

Locality based Home care Reactive Home Care Bespoke Home Care

Linked to CCG areas Linked to Connect Areas

Table Discussions

We’d like your views on how this model might work We don’t have the answers – this is still a proposal

Coffee Table Discussions

Timeline

Increasing demand on home services

(15 September 2015) Contract (14 September 2019) No option to extend

New model, new contract

Market engagement 18 Sept – 10 Nov 17 Analyse, use to shape Prior interest notice (PIN) Consultation

Spring Market Engagement

Next Steps in 2018

SPRING

• Further Engagement
• Development of proposed model

SUMMER

• Finalise Model

AUTUMN

• Communicate & Initiate

implementation of new model

Register for contract notices

https://edit.suffolk.g

• v.uk/business-jobs-

and-careers/tenders- and-supplying- us/current-tenders/

Think about where you as an

• rganisation want to be in 2019

and what you need to do to be ready to deliver – talk to us about what we can do to help you

Further opportunities

We are interested in your feedback – Book a 121 session – sign up forms will be available at the end of the session Feedback to your Contract & Service Development Manager, email ACSHomeCareandHousingSPARTeam@suffolk.gov.uk Likely to be one more session in the Summer before we finalise the model

Thank you We’re around for a while if you want to talk to us now…