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?
Devon County Council (DCC) have resourcing across Operational, Quality, Complaints and Market Management Teams who monitor markets and delivery of care. Where information is received for example via our Risk Profiling, colleague provided intelligence or client complaint, this is investigated and resolution supported as applicable.
DCC is in the process of implementing further monitoring mechanisms that will produce both local and regional provider intelligence oversight in addition to current mechanisms.
Whilst DCC does not hold a generic electronic call monitoring system, providers hold their own systems and are accountable to the Care Quality Commission for the delivery and audit of safe and effective care. Commissioners may also review this data as part of contract management.
Payment is made against contractual rates on the basis of commissioned services.
For personal care, DCC operate in a spot contract currently, with a future commissioning strategy within a Community Services Programme of work.