1. Homecare: Meeting the challenge Andrew Heffernan Membership and Marketing Director

2. Reconciling opposing forces Cost focused commissioning practices Increasing quality expectations

3. “Care is not a commodity” Published July 2012 739 responses 90% of councils covered Highlights implications of public spending on homecare services Is “time and task” homecare dignified or personalised?

4. Raising awareness through the media

5. Commissioning short visits: 73% are 30 minutes or fewer Source: Angel, C (2012) Care is not a commodityAngel, C (2012) Care is not a commodity

6. 34% providers report dignity and safety at risk during shortest visits

7. 76% providers say their council puts lowest price above quality

8. Charge rates as low as £9.55 to £10.04 reported

9. Other key findings 53% of providers reported councils setting maximum prices in tenders 77% of providers had prices frozen in 2011-12 and 15% reported price decreases Increasing use of “per minute” billing Lack of enhancements for short visits, weekends and unsocial hours Only 24% of providers hold contracts with guaranteed purchase

10. Impact of short visits Short homecare visits bought by local authorities Rushed, undignified care for highly dependent people Travel time increases as a proportion of total cost Workers dissatisfied with their ability to provide care High staff turnover drains skills & experience and increases costs Potential non- compliance with National Minimum Wage Dissatisfaction with homecare services and adverse publicity

11. But what can I do with UKHCA’s report? Understand the current and anticipated trends in council commissioning  Remind yourself how important self-funders are for your business(!) Killer facts for pricing tenders Support your arguments with commissioners A great excuse to meet with your MP Supply the report to local journalists covering care stories in your area

12. Why is quality a top agenda item? NHS and hospitals: Winterbourne View and Morecambe Bay Francis Report into Mid Staffordshire Target-driven culture and failure to act on NHS mortality data Whistleblowing and use of gagging clauses Social care: Dignity and nutrition reports Meeting needs of people with dementia EHRC report on homecare CQC homecare inspection report

13. CQC Themed Inspection Report - Priority issues in homecare Missed / late visits Consider electronic monitoring systems Resist “call cramming” Missed / late visits Consider electronic monitoring systems Resist “call cramming” Careworker continuity Inform users of unplanned changes Training for coordinators Careworker continuity Inform users of unplanned changes Training for coordinators Quality monitoring Need for QA Systems Record and act on feedback from users Quality monitoring Need for QA Systems Record and act on feedback from users Staff training Performance review Training & development plans Staff training Performance review Training & development plans

14. UKHCA - responding to CQC’s Themed Inspection Report

15. Quality initiatives in progress Openness and information high on the Government’s agenda

16. Provider Profiles on NHS Choices Provides a free directory listing:  NHS Choices receives >19 million visits / month No additional charges to enhance profile:  A text description of the service  Images and videos; biographies of key staff  Types of services offered Profiles will be extended to offer:  User reviews from 3 rd party websites  “Transparency measures” reported by providers  Membership of organisations and quality schemes

17. Use your quality marks in public Display your quality marks on your literature and website Embed CQC’s “widget” on your website UKHCA’s members benefit from our Code of Practice and logo Consider signing-up for TLAP’s “Making It Real” programme

18. Some predictions and challenges Tough negotiations with councils  Use UKHCA costing model  Use every available opportunity to engage with council  Form links with councillors and MPs Focus on quality  Sign up for the “Transparency measures”  NHS Choices offers excellent (free) opportunity  Engage with customers and promote quality proposition Growing interest from the media  How will you respond to positive opportunities to promote homecare and your services?  UKHCA guidance on responding to negative enquiries

19. For more information www.ukhca.co.uk

20. Thank you