3 The ingredients of care today create an unattractive outcome Task and time based billing takes little account of quality or long term cost reductions achievedSingle product thinking not service thinkingPoor partnership working between Commissioner and provider
4 Housing and taps are different In the past… Housing maintenance services commissioned on the basis of task and time Commissioners compared providers on the basis of their cost to fix individual items such as taps individual rates, numerous invoices and no incentive to invest in prevention and long term cost reduction Race to the bottom --Cheapest taps etc Unhappy customers, rising long term maintenance costs…
5 Housing and taps are different Today….. Housing maintenance services often commissioned on the basis of outcomes Providers provide an overall price per property for all maintenance in the home Providers tasked with reducing this over time by investment in quality that lasts We now buy the best taps that don’t breakdown
6 Housing and taps are different Impact… • Customer service levels at all time high • Real, long term cost reductions achieved • Risk lies increasingly with the Provider • Incentivised work force • Broader outcomes included in tenders e.g. • Job and skills development • Investment in community projects
7 Can Care learn from housing? Quality is the best way to reduce long term costPrice for the delivery of outcomes not minutesReward quality of care that delivers real long term cost reduction e.g. reduced residential care, fewer hospital admissionsIntegrate services together- Care, Assistive technology and Community equipmentAre providers prepared to link their payments to the quality of service they deliver?
8 Conclusion The system needs fundamental change not tinkering Needs much stronger partnership working between Providers, Commissioners and Service usersYou get what you pay for holds true here!