1. SUPPORTING PEOPLE PROVIDER FORUMS An overview of Supporting People’s new approach to Performance Monitoring and Quality Assurance

2. Introduction and Background In 2011 Lancashire CC entered into a strategic partnership with One Connect Ltd (BT) The procurement of services and the formal contract management function will be undertaken by One Connect Ltd From January 2013 the SP Team will focus on performance monitoring and quality assurance. Providers will continue to contact the SP Team regarding day to day operational and performance issues.

3. Main Objectives To ensure that: customers are safe and services are meeting the required quality standards customers develop the skills required to live independently services meet the multi agency strategic needs of the local area there is appropriate access to the service customers, where appropriate, are supported to move on to appropriate accommodation contracted staffing hours are delivered

4. Performance Monitoring and Quality Assurance Supporting People approach will consist of two main areas of work activity: Performance Monitoring Performance and Quality Review Both of these could be carried out on a planned or reactive basis as required

5. Performance Monitoring Performance Monitoring will include ongoing monitoring of the following: Client Record Forms Access to services Performance Indicators National Outcomes Framework (NOF) data. Complaints received about the service. SP notification form Insurance Cover Checks

6. Performance and Quality Review Quality Assurance Review will consist of the following areas: Provider issues Quality standards and managing risk including –Validation of 1 QAF objective –Key risk areas: safeguarding; health and safety and complaints Meeting local needs and the impact of services Other issues- linked with overall evaluation of all feedback and analysis of performance

7. Performance Monitoring and Quality Assurance Measuring Local Needs and the Impact of Services

8. Approach to Measuring Impact Methods will include: NEW Annual Provider Impact Statement Stakeholder Feedback On Impact Statement Customer Feedback Performance Data

9. Provider Impact Statement The purpose of the New Impact Statement is to:- Enable Providers to increase awareness of the role, activities and social value of services among stakeholders and commissioners Enable Providers to highlight the main learning, challenges and achievements of the service during the previous year Provide a platform to link performance management activity with continuous improvement Prompt meaningful feedback by stakeholders

10. Provider Impact Statement The Impact Statement lead questions are designed around seven key areas which have particular value for SP, commissioners and stakeholders The current version may be subject to final amendments following any feedback Providers will be requested to complete the Impact Statement once a year to coincide with the Quality Assurance Timetable. This may be web based in future. Completed impact statements will be made available to commissioners and stakeholders

11. Performance Monitoring and Quality Assurance Measuring the impact on customers

12. Background Seeking the views of people who use services is a key part of the process. Placing more emphasis on understanding the impact that the service is having on customers. Failure to capture some measure of the quality of the support practice.

13. Range of Approaches Range of options for gathering information: Have Your Say Questionnaires Short questionnaire relating to impact Feedback collected via group sessions Feedback collected via one to one sessions

14. Preparatory Meeting Will be arranged with service managers to discuss : The venue and preferred time The design of the session Suitable clients to participate Possible incentives

15. What will be explored with the client: Has the support they have received made a difference to them? Have they been supported to overcome barriers? What changes have occurred for them (what this means in relation to them living independently)?

16. QAF Questions These will still be covered and will be integrated into the client consultation sessions Moving away from question and answer sessions and aim to facilitate and encourage greater interaction with the clients (This work is being further developed).

17. Overall Satisfaction Rating To conclude each session the clients will be asked: Has the service fully met their needs? To assist them to answer this, they will be asked to consider: A) would they access the service again? B) Would they recommend the service to friend?

18. Limitations None of the approaches is without some limitation and this is acknowledged. These may include: The views of more vocal clients dominating the group sessions Lack of engagement from clients Limited response to questionnaires These limitations will be considered and will be reflected in the final analysis.

19. Report The information obtained via the questionnaires, the individual and the group consultation sessions will be collated to form an overall summary and; Will be reflected in the performance monitoring and quality assurance final report.

20. Next Steps Consider more client specific approaches Meet with client engagement workers from different client groups Pilot the tools with a range of client groups

21. Any Questions/Concerns? Feedback is invited from providers, stakeholders and Commissioners. Please forward all written feedback to sp.monitoring@lancashire.gov.uksp.monitoring@lancashire.gov.uk by 5 th December 2012