Appendix 4 to Contract C13/806 MONITORING AND REVIEW ARRANGEMENTS

Transcription

1 Appendix 4 to Contract C13/806 MONITORING AND REVIEW ARRANGEMENTS

2 CONTENTS Page 1. General Requirements Specific Monitoring Requirements... 4 Appendices Page 2 of 6

3 Page 3 of 6

4 1. General Requirements The Service Provider will assist the Council in monitoring and review of the Service by. developing and maintaining good working relationships with other service Providers, Local Authorities and Public Health Commissioners, local GP Practices and Clinical Commissioning Groups, Pharmacies, Acute Trusts, Health professionals, Voluntary and Community sector organisations and other statutory voluntary and private. 2. Specific Monitoring Requirements The service must comply with the Equality Act The service must comply with WCC Safeguarding Policies. The service should be accessible to wheel-chair users and other users with a physical disability. The service should be sensitive to the cultural needs and backgrounds of people in its local population and its Service Users. The Provider will have in place a plan for Quality Improvement setting out what actions will be taken to: improve Service User experience respond to complaints increase the proportion of Service Users accessing the service that successfully stop smoking ensure equity of access and outcomes The provider will be expected to develop and submit quarterly quality and performance reports to the, and offer a client/patient satisfaction questionnaire to all service users The provider will be required to submit a full and accurate activity report on a monthly basis to the Commissioner. This activity report will contain a record for each individual setting a quit date, with the service during the month and comprise a number of fields describing the service user, the service provided and the outcomes achieved. Sufficient information will be required to populate Dept. Of Health and Local Government reporting templates, evidence of activity and payment level due, and details of service provided. The dataset will be based on the current gold standard DH monitoring guidance. All information recorded in order to report quit outcomes under this service specification is subject to the requirements set out in The Data Protection 1998, Freedom of Information Act, and in compliance with the Law. Providers are required to have nominated a Senior Information Risk Owner/Caldicott Guardian Providers will require access to the internet for the submission of data Summary of quality and performance indicators Indicator Measure Threshold Method of Measurement Service User Of all Service At least 90% Experience Users responding to the satisfaction question, the Consequence of breach explanation for failure to meet Page 4 of 6

5 Complaints Quit Rate % CO, cotinine or spirometry validation Equity of access Equity of attrition percentage reporting that they were satisfied with the service Number of complaints received Number of Service Users successfully quitting at 4 week follow-up as a percentage of all those setting a quit date Of Service Users who successfully quit at 4 or 12 weeks, the percentage whose smoking status was selfreported without an attempt to otherwise check smoking status via CO, cotinine or spirometry Of all Service Users setting a quit date, the percentage that are from black and minority ethnic Of all services users eligible for 4 week follow-up, the percentage from black and - Between 35%-70% No more than 15% Reflects background population Reflects equity of access measure submit monthly activity reports standard and planned corrective action plan to address issued raised in complaints request provider to submit service improvement plan if below 35% explanation for failure to meet standard and planned corrective action plans to improve take-up rates of black and plans to improve take-up rates of black and Page 5 of 6

6 Indicator Measure Threshold Method of Measurement Equity of Reflects equity of outcomes access measure Number of service users Of services users successfully quitting at 4 week follow-up, the percentage from black and Number of users accessing the service Minimum of 20 per year audit Provider record Consequence of breach plans to improve take-up rates of black and request plan to meet service requirement Provider is aware of and complies with local protocols Compliance with local protocols audit Provider record request explanation for failure to meet standard and planned corrective action 3. Specific Review Requirements The Service Provider will attend the following review meetings: 3.1 An annual Service Review with representatives of the Council's Joint Commissioning Unit, to be held within 3 months following each completed 12 month period. Page 6 of 6