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1. Future approach to quality Quality is everybody’s business Rob Logan Ann Wardle Jan Connett Health and Social Care Quality Assurance Slide 1

2. Purpose of consultation To request and test ideas that will shape a new QA approach. We particularly want to involve all stakeholders – at all stages: • Intelligence gathering • Quality monitoring visits • Response and reporting Health and Social Care Quality Assurance Slide 2

3. Current Quality Assurance Basis for monitoring: • H&SC commissions approx. 400 services • small QA team (3.1 fte) currently monitoring these • frequency of visits based on risk – from one visit every 6 weeks to one every 24 months • risk calculated from intelligence gathered • report published and shared with providers and internal HSC stakeholders. Health and Social Care Quality Assurance Slide 3

4. Who should be involved in Quality Assurance? • Quality is EVERYBODY’S business • Service users • people who might receive services in future • support networks - families and friends • providers – and their staff • BCC staff and elected members • our partners, including Bristol CCG and CQC Health and Social Care Quality Assurance Slide 4

5. Proposed changes Intelligence gathering: • Expand access to comments/complaints process: online form, paper form, telephone Care Direct • ongoing online surveys • change culture of complaints – to be seen as a driver for improvement • remove the fear of complaining • peer review – service users, families & friends • peer review - providers • self-assessment for providers Health and Social Care Quality Assurance Slide 5 3

6. Proposed changes Quality monitoring visits: • Relationship with provider senior managers • Appoint lay assessors Health and Social Care Quality Assurance Slide 5 3

7. Proposed changes Response and reporting: • Immediate feedback to provider including senior managers • Publication of quality reports • Other ways of feeding back to individuals/ wider public • Further consequences – more robust contract setup and management Health and Social Care Quality Assurance Slide 5 3

8. Proposed changes Quality mark: • Initially for services not regulated by CQC, delivered to people’s own homes • For service users with DPs, individual budgets, self-funders: • PAs • personal care and support • day services • community outreach • mobility shops and assistive technology • cleaning, decluttering • house maintenance • For regulated services – need to establish value added for providers Health and Social Care Quality Assurance Slide 5 3

9. Questions & Comments… • Given the budget constraints, which of these changes should we prioritise? • Other comments? Suggestions? • Please send your comments and suggestions to • Jan Connett: Jan.Connett@bristol.gov.uk Health and Social Care Quality Assurance Slide 6