Last updated:
8th August 2023
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Externally delivered homecare
See notes
In relation to your externally delivered homecare can you please confirm:
1. What measures do you undertake to ensure homecare delivery is actually happening?
Our Care Quality team receive data and information regarding service delivery. If there are concerns raised around missed calls or late calls these will be looked at by them and they will complete a timeliness analysis
2. What measures do you undertake to monitor the quality of service provided by a supplier of homecare and how frequently are you monitoring providers?
WBC have proactive and reactive care quality audits, we aim to carry our proactive audits every 12 to 18 months, reactive audits are carried out as and required where there are concerns identified
3. How do you confirm provider invoices are accurate?
Invoices are matched against purchase orders
4. Does the council collect electronic visit verification data from all its homecare providers to prove service delivery? Not currently
a) If not, why? Collecting this is part of the framework contract but have not been collected or submitted regularly. We will be looking to gather this more regularly in the future.
b) If yes: N/A
i. Is this sent directly to the council in a specified format?
ii. Is it sent at regular intervals?
iii. Do providers use their own monitoring systems to send this data to the council?
iv. Do you use this information to monitor quality?
v. Do you pay for your homecare delivery based on actual care delivery as evidenced by visit verification data?
5. Do you pay based on commissioned, planned or actual care?
Providers invoice actual
6. What information do you provide to evidence care delivery when you encounter a complaint?
Complaints are dealt with on a case by case basis and any information relevant to the complaint will be gathered as part of the investigation and response
7. When are your current provider contracts up for renewal?
Various. This information is available on our public contract register. This can be accessed from our website.
8. How many providers do you contract with on a framework block basis?
This information is available on our public contract register. This can be accessed from our website.
