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Apr 10, 2023 492 likes •725 views

Safety and Quality in Home Care Services The Local Situation Karen Ahmed Divisional Director Adult Commissioning Close to Home EHRC Report Equality and Human Rights Commission Published 23 November 2011 Four key themes:

SLIDE 1

Safety and Quality in Home Care Services

The Local Situation Karen Ahmed Divisional Director Adult Commissioning

SLIDE 2

Close to Home – EHRC Report

Equality and Human Rights

Commission

Published 23 November 2011
Four key themes:

– Lack of choice and control – Lack of choice and control – Health and Safety concerns – Reduced wellbeing – A reluctance to complain

Inquiries findings put in local

context

SLIDE 3

What is Home Care?

Home Care Care

SLIDE 4

Home Care in Barking and Dagenham

750 people are receiving

personal care or home care

9 external providers of home

care -10,000 visits a week

In-house dementia service

with 12 carers

SLIDE 5

Age of home care users

25 30 35 40 45

No. of Home C

5 10 15 20 19 36 45 50 56 61 66 71 76 81 86 91 96 101

Care Users Age

SLIDE 6

How do we check people are safe?

Staff (e.g. Social workers, GPs, Day Centre staff) Contract Family, friends Reviews Telephone spot checks/face to face Ezitracker Monitoring Complaints Safeguarding

SLIDE 7

How do we check that people are safe?

Assessment Start receiving home care Choose Provider Commissioning approved Provider Six week review Contract Monitoring Annual review Telephone spot checks Face to face visits Ezitracker

SLIDE 8

1. Reviews
From 1 September 2011 to 2

February 2012 – 400 reviews of people receiving community based services

Six week review
Annual review
All reviews in service user’s

home

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1. What we have seen from reviews?
Service users are happy with home care
Service users like their carers
Care delivery can be changed

(e.g. care times rearranged)

Other issues dealt with

(e.g. hoist installed)

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2. Monitoring complaints
Address individual concerns
Provider performance – any patterns of repeated

complaints

2011/12 - one provider has had an embargo
Number of complaints in home care:
Number of complaints in home care:
No. of Complaints:

2009/10 2010/11 2011/12 40 18 10

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2. How we deal with complaints?
13 December 2011 a complaint arrived at the

Council Complaints team from Mrs M’s daughter:

– ‘Mrs M’s lunchtime calls are being delivered early and the carer is not cleaning up after the call’

Response prepared by Provider and Council
Response sent to Mrs M and her daughter on 23

December 2011

Six week follow up call - Mrs M was happy with

revised service with earlier calls

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3. Safeguarding alerts
Investigate actual or suspected abuse and neglect
Work together to prevent and protect adults at risk
iCare campaign -150% increase in referrals over

last two years

Number of safeguarding alerts in home care:
No. of Safeguarding alerts:

2009/10 2010/11 2011/12 38 19 5

Number of safeguarding alerts in home care:

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3. How we deal with safeguarding alerts?
Alert received via Complaints team
Immediate investigation showed 10 other service

users had missed calls

Strategy meeting held – investigation started
All 11 service users reviewed
All 11 service users reviewed
Findings verified
Action Plan for Provider agreed

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4. Telephone spot checks
Home care users telephoned
Asked about home care service

they receive

January/February 2012 spot

checks: checks:

– 120 completed – 95 (79%) very satisfied with home care – 18 (15%) satisfied – 7 (5%) not satisfied

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4. Detailed telephone spot check
In January, we asked 25 home care users more

detailed questions about their home care.

Positive comments:
‘Carers arrive reasonably on time, are committed and of

pleasant nature’

‘Flexible, reliable, honest. Built up a good rapport with carer’
‘The carers are good, polite, friendly and carry out their

duties with care’

Negative comments:
‘My carers change quite frequently. Times are unpredictable’
‘Don’t receive adequate information not told with regard to

change of carer or hours when applicable’

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5. Contract monitoring
Purpose to quality assure and improve services
Frequency depends on volume and performance
Agenda items:

– Commissioning compliance – Complaints/Safeguarding – Service user feedback – Training/Recruitment – Finance – Sharing good practice – Forthcoming issues (e.g. Olympics)

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6. Ezitracker
Electronic verification of service delivery
Verifies:

– Call time – Call length – Consistency of carer

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EHRC theme: Lack of choice and control

Of service users contacted:

– 90% happy with length of time carers spend with them – 90% are happy with information provided – 85% feel home care helps their independence

Council developing more support including
Council developing more support including

brokerage and advocacy to help service users make their own choices

Monthly audit of Ezitracker taking place to check

when care is delivered

SLIDE 19

EHRC theme: Safety and quality concerns

95% of service users contacted

by telephone are happy with their home care

Starting quarterly home visits to
Starting quarterly home visits to

most isolated service users to ask about home care service they receive with Carers of Barking and Dagenham

SLIDE 20

EHRC theme: Reduced wellbeing

To reduce isolation of older people
Increase participation in community

life

Older People’s Strategy 2010-13

– 60+ Leisure Offer – Accessible transport and buildings – Activities (e.g Silversurfers, reminiscence) – Older People’s Day

SLIDE 21

EHRC theme : Reluctance to Complain

85% of service users contacted

know how to complain

Face to face quality assurance will

look at barriers to complaining look at barriers to complaining

Will develop ‘citizen assessors’ to