Suffolk Home Care and Support Market Engagement Forum Spring 2018
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… Winter 2017 Spring 2018 Summer 2018 Engagement – Shaping Engagement – Initial the Future Ideas Engagement – Final We want to share with We wanted to ask your Model you what we have heard views on a number of and what we propose, issues to help us test some further ideas. formulate our future plans Health Watch Survey with domiciliary care customers .
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 1.Home Care Principles 2.Quality 7. Models? 8. How we can 3. Sustainability do this together 6. Areas/coverage 5. Key 4.Implementation Performance & Service Delivery Indicators KPIs?
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 RECOGNITION GOOD EMPLOYMENT PRACTICE, RECRUITMENT & STAFF WELL BEING AND Care Awards RETENTION SATISFACTION Promote Good Practice COMMUNICATIONS TRAINING Provider Forums Newsletters We would like volunteers to work with us on developing initiatives
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
3. Potential Model 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 Reactive Home Care Locality based Home care Bespoke Home Care Planned, 6 Day Week Pick Up Planned, earliest pick up date gets work, 6 Day Week Pick Up Long Term, Long Term, Specialist Care & Support Providers working in agreed areas and no restriction on number in each area
Areas to be determined in the North as no Connect Areas Areas Reactive Work within one CCG Area (red border) 115,900 Locality Providers work in Connect Areas. Can work in more than one.
Locality based Home care 115,900 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
Bespoke Home Care Planned, 6 Day Week Pick Up Long Term, 115,900 Specialist Care & Support
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 Reactive Home Care 115,900
3. Potential Model Referral Routes Hospitals (Acute & Community) Discharge to Assess Social Work Services reablement services including Home First (eg CAT+ & support to go home) Reactive Home Care Locality based Home care Linked to CCG areas Bespoke Home Care Linked to Connect Areas Direct Placement Reactive Overflow Local Overflow Home First Provider of Last Resort Crisis Care
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 Prior Market Spring Analyse, interest engagement Market Set up, Contract use to Consultation implement notice Procurement 18 Sept – 10 Engagement runs shape (PIN) Nov 17 New (15 September 2015) Contract (14 September 2019) model, new No option to extend contract Increasing demand on home services
Next Steps in 2018 Think about where you as an organisation want to be in 2019 SPRING - Further Engagement and what you need to do to be - Development of proposed model ready to deliver – talk to us about what we can do to help you SUMMER - Finalise Model Register for contract notices https://edit.suffolk.g ov.uk/business-jobs- and-careers/tenders- and-supplying- AUTUMN us/current-tenders/ - Communicate & Initiate implementation of new model
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…
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