144
Debbie Le Quesne
Agenda:Keynote: Adam HutchisonCitation: Mick FeatherSpectrum Consortium: Altaf HirjiPerson Centred Software: Sharon GallagherGolden Charter/WM Care Legal Services: Heidi JenkinsBreakExcellence in Care AwardsHarrison Clark Rickerbys: Derek Jones/Phillipa Bruce-KerrClose
Dementia Show NEC
Why your Care Business Needs NHS.net15th May in the morning at the Dudley Canal Trustfree to members only at the moment
Learning Disability Discussion?15th May in the afternoon at the Dudley Canal Trust
Adam Hutchison
The Future of “The Care Model”Disrupt the Market
Adam Hutchison BSC MA
@adamhutchison80
• Care Operator• Trustee of Care Workers
Charity• Care Home Developer• Trade Association and
National Association Board member
• Property Investor• Care Technology Investor
What do these have in Common?
Disrupt to Change Market• The idea of change and
collaboration is a scary one.
• The Story of the 1st Gen IPod
• An idea and a demand for change
• Disrupt the market
• The only way we will see true change
Problem
Solution
This look familiar
No much collaboration
Not Person Centred
No Common Link
The System Conundrum
• CQC "State of Care” Report
• NHS Acute Core Services - 34% Require Imp or Inadequate
• Adult Social Care Services - 18% Require Imp or Inadequate
• Rising demand and continued increase in NHS A&E Services
• 15.4 Million Attendances to A&E in 2017/18
The System Conundrum
➔ There is plenty of money in the system◆ Let's do the Maths!
➔ NHS bed = £400 per night - £2800 per week➔ Care home bed = £140 per night - £980 per
week➔ Saving of £1120 per week x 168 Hospitals in
England➔ Just 1 Person per week in every hospital in
England➔ Saves - £16m per annum
• Do Heath really understand Care Homes? What they are? And what they Could be?
The Facts
Just 10 days stranded in hospital limbo can take up to 10 years off bodily functions vital
for independence.
‘Bed blocking’ costs our NHS a staggering £550 per minute,
when it’s possible to get people home.
The very term implies those stranded in hospital are those
at fault, when the real problem is there’s simply nowhere to go
Around 62% of blocked ‘bed days’ are centred around the
over 65s.The most at-risk people in our society
Despite 2.3 million delayed transfer days, it’s been
suggested NHS figures severely underestimate reality
As the number of beds has slowly been decreasing, the
population aged over 80 will triple by 2050
Better Care
The Mini STP
These are the themes
of the National STP
models for all forms
of care.
Just looking closely 6 of these 8 elements
can be solved by the care homes
in the private sector, NFP & Charity.
Better Care
Integrated CareINTEGRATED CARE places individuals at the centre the design and delivery of
Care with the aim of improving outcomes, satisfaction and value for money
INTEGRATED CARE has been shown to reduce unplanned admissions and displayed discharges
INTEGRATED CARE has been shown to help people to live independently for longer
INTEGRATED CARE can provide better, more cost effective services
INTEGRATED CARE can improve quality of life with long term conditions
Shift in Mentality Person Centric (Community) NOT Provider Centric
Episodic Intermediate Care NOT Longitudinal Care
Proactive/Wellness Care NOT Reactive
Partnerships of Care NOT Silos of Care
Transitions of Services NOT Discharged Care
Risk Sharing NOT Provider Payment
Shift in Mentality
Something to be said for honesty
Game of constant improvement
It's about direction not competition
1. Just cause - building of a new world2. Great trusting teams - a leader to make
people feel they can - work at their natural best
3. Worthy Rival - learn and admire them how can we improve to stay in the game
4. Existential Flexibility - the ability to change for the vision regardless of cost - limited runway don't abandon the cause
5. Courage to lead - don't always have the answers but deliver on the vision
Better Care
The Future of the Care Model
• Creation of proactive services
• The Care Home can become the Hub of the community linked to Dom Care
• Disrupt the norm, which clearly isn’t working
• Episodic Care - Intermediate care - Linked up services
• Need to Attract investment for Multi Service models
• Not just Privately Funded New Build Care Homes in the South East
• NO 2 TIER SYSTEM
Better Care
Disrupt to Change the Market
The Care Home Can be the Centre of
Proactive Services
Day Care
Respite Care
Rehabilitation
Community
Support
Emergency
Response
Community
Education
Better Care
Make this the Reality?Providers
HealthLocal Authority
Funders
Supported & Facilitated By:
Trade AssociationsProvider Groups
CQCTLAP
Kings FundLGA
ADASS
Step 1
Better Care
Make Care a Great Place to Work
• Solving problems
• Compassion
• Technology
• Engage & Retain (Not Recruit)
• Making care cool
• All of the discussion points - we need to
encourage people as to why they want to
work in the sector?
Step 2
Step 3
Better Care
Thanks for your Time
Lets change the way we look at care…
Contact:Adam Hutchison
@adamhutchison80
Debbie Le Quesne
Trusted Assessors
01384 314000www.wmca-operations.care
Mick Feather
Mick Feather
Care Business Manager
C A R E
What are Policies and
Procedures?
Policies and procedures provide clear rules and
guidelines, but also define how your organisation
operates.
They form part of good governance.
Procedures outline how policies should be carried out.
Policies and Procedures should grow and change
with the company.
Policies
Equality and DiversityW
his
tleblo
win
g
Mental Capacity Act
Recruitment
Bully
ing a
nd H
ara
ssm
en
t
Medication
Infection Control
Consent
Pri
va
cy a
nd
Dig
nit
y
Safeguarding
Restra
int
Care and Support Planning
Complaints
Information Security
HRH&S
DoLS
Professional Boundaries
CC
TV
Policies and Procedures
and links to CQC evidence.
Awareness of safeguarding policies, guidance,
procedures, standards and responsibilities and how
to appropriately apply in practice.
Policies and procedures on Mental Capacity Act / Code
of Practice / DoLS / use of restraint / best interest
decision making.
Policies and Procedures on independence, privacy,
dignity, confidentiality and data management.
Complaints policy and procedures.
Source: The Adult Social Care Key Lines of Enquiry and Prompts: Sources of evidence
Policies and Procedures
and links to CQC evidence.
Awareness of policies, guidance, procedures,
standards and responsibilities in relation to
medicines, and whether / how they are applied in
practice.
Awareness of relevant policies, guidance, procedures,
standards and responsibilities and how to appropriately
apply in practice. SAFETY 5 Infection Control
Awareness of relevant policies, guidance,
procedures, standards and responsibilities and how
to appropriately apply in practice. SAFETY 6 Lessons
Learned + H&S
Source: The Adult Social Care Key Lines of Enquiry and Prompts: Sources of evidence
Task 1Work as a table
Flip chart responsesWhat are your Top 3 problems
with policies and procedures?
For example
• Employee sign off
• Training and policies
• Understanding content
• Accessibility
• Review and updating
Task 2Work as a table
Flip chart responses
Solutions and best practice
How do you overcome
problems regarding policies
and procedures?
For example
• How do you ensure Employee sign off?
• How do you ensure staff understand policy
content?
• How do you make the policies accessible?
• How do you ensure that staff are practically
implementing the policies?
• How often are the policies updated and
reviewed?
“improved as a result of learning and feedback.”
Summary findings…..
“appropriately applied in practice.”
BESPOKE
REVIEW
APPLICATION
Q&A
Come and meet us!
If you do have any questions, please feel
free to come and see us at our stand
where we will be more than happy to
assist!
Altaf Hirji
10 April 2019
52
Opportunities to work with
SPECTRUM through
West Midlands Care Association
Altaf HirjiDirector of Operations
53
Who are we?
Single Unit Care /
Nursing Homes
Multi Unit Care /
Nursing Homes
Buying Partner
Home Care
54
Benefits
All deals negotiated by Care Home Owners
Over 50 national suppliers
Access to free professional purchasing advice and support
Highly competitive pricing for all size facilities
Contract price list, special discounts and frequent price reviews
Workshops, seminars & networking
No obligation to use all Spectrum arrangementsRebates
Reduce Costs
IncreaseProfits
Price Comparison
Quality Standards
Free Membership
Low Risk
Helpline
55
How does it work for you?
Membership is free
No tie – ins
Order directly from suppliers
Invoiced directly by suppliers
YOU STAY IN CONTROL!!
Rebates – twice a year ☺☺☺
56
Sample of Framework Agreements
Food Service
Consultants
Medical/Janitorial/
Disposables
Insurance
Textiles/Fabrics
Food Service
General Waste
Services
Dairy
Laundry
Equipment
Furniture
Digital Care
Planning
Clinical Waste
Utilities
Recruitment
Nurse Call
Systems
SluiceUniforms
Lift Services
Recycling/General Waste
Services Stationery
57
Partnership with Care Associations
Partnership since Oct 2009
(32 Homes)
Partnership since Nov 2007
(234 Homes)
Partnership since Mar 2007
(29 Homes)
Partnership since Jan 2013
(29 Homes)
58
Thank You
Get the advantage…let
“SPECTRUM”
work for you
and support
☺☺☺
Sharon Gallagher
Electronic Care Consultation
Sharon GallagherBusiness Development Manager
www.personcentredsoftware.com
Introductions
• Market Leader in Electronic Care• Most Referred by Care Providers• Electronic Care Specialist• UK Company• 120 Years Sector Knowledge• 1,000 Homes Implemented
Key Deliverables
• More time to Care• Staff Retention • Reduced Risk• Improved Quality of Care• More Control• Greater Visibility• Better Compliance • Happier Staff, Residents, Families• Greater Protection• Improved Governance
• 1,100 Homes Implemented• 94% Rated Good or Outstanding• 43 Rated as Outstanding • 52,000 Resident Records• 37,000 Carers Trained • 270,000 Hours Saved In 30 Days• 100’s CQC Citations• 50 Million Care Interactions
Evidenced Per Month
Market Positioning
0 2 4 6 8 10 12 14 16
Person Centred Software
Access Mobizio
Access iCare
Nourish
Care Docs
CareSys
Ablyss CMS
Care Control
Cura
Number of Years in Business (UK)
0 200 400 600 800 1000 1200
Person Centred Software
Access Mobizio
Access iCare
Nourish
Care Docs
CareSys
Ablyss CMS
Care Control
Cura
Other
Number of Frail Elderly Homes Implemented for Electronic Care
0 500 1000 1500 2000 2500 3000 3500
Person Centred Software
Access Mobizio
Access iCare
Nourish
Care Docs
CareSys
Ablyss CMS
Care Control
Cura
Other
Number of Frail Elderly Homes Implemented for eCare by end 2020
Why Person Centred Software
• Most widely used and proven system• 1,100 + successful Implementations• The most referred system• 85% of implementations go live on first training
day, the rest shortly thereafter• The electronic care system specialist • Team’s with most sector experience • Financially stable• 40 new homes joining every month• Most value returned• Excellent ROI• Electronic Care project will be a success• Care home team love using PCS
Why Person Centred Software
Why Person Centred SoftwareOur Partners
Things Which Makes Us Different
• Icon Driven So Easy to Use and Learn• Caters for Non English Speakers• Saves Carers, Nurses and Manager Time• Group Reporting • Relatives Gateway• Red Bag Hospital Passport with NHS
Involved• Enter Data Once, Update Everywhere• Risk Assessments Linked to Care Plans• Proven Results for Carers, Nurses,
Managers, HealthCare Professionals, Residents and Families
Visit our stand to book a Demo and hear about your WMCA Discount
Heidi Jenkins
Heidi Jenkinssupporting :Ray & Dan Bassett, from
West Midlands Care Legal Service
10th April, 2019
Benefits for the care home
• EASE - West Midlands Care Legal Services:
✓ Can complete the plan in a face to face meeting, with the family or care home
✓ The care home can complete the plan via West Midlands Care Legal Services website directly
✓ Select the usual funeral directors you use in your area*
✓ Speak with Ray about benefits of funeral plans relating to care costs
• REWARD - £50 referral fee for each plan completed**
✓ Staff incentives, residents’ activities or additional income
✓ Referral paid directly by West Midlands Care Services
*Liaise with WMCLS or visit www.yourfuneraldirectors.co.uk **Standard, Select and Premier plans - £50 referral fee; Value plan - £24 referral fee. Referral fees paid directly by West Midlands Care Legal Services. Fees reviewed every six months; next review date: 1st October, 2019.
Why Golden Charter?
• Funeral plan provider since 1990
• Five star rating on Trust Pilot
• Over 500,000 funeral plans sold
• One of the UK’s leading providers*
• Independent network of over 3,000 Funeral Directors
• The Golden Charter Trust has over £1Bln of funds under investment**
• Owned by an association of independent Funeral Directors – SAIF Charter Association
• Registered with the Funeral Planning Authority (FPA)
*Based on recent market share of funeral plans sold. For details please see Funeral Planning Authority statistics 2018 atfuneralplanningauthority.co.uk/statistics and Golden Charter Annual Report 2017/18 at goldencharter.co.uk **audited 31/3/18 goldenchartertrust.co.uk
Rising costs of funerals• In 2018 the average cost of a funeral was £4,271* - compared to the cost
of a funeral in 2004 (£1920)*
• By 2028 the average funeral could cost almost £7,579**
*Sun Life Cost of Dying Report 2018 **Based on projections done by Golden Charter
Emotional benefits of a funeral plan
• Peace of mind
• Control of wishes
• Unburden loved ones
• Less worry during a difficult time
Financial benefits of a funeral plan
A funeral plan lets you:-
• Fix the cost of the funeral director’s services in the plan at today’s prices.
• No matter how much prices rise in the future, once the plan is paid for* there’s the reassurance of knowing there’ll be nothing more to pay for these services – guaranteed.
• Funeral directors’ costs taken care of in advance
*Or after two years’ consecutive payments if paying by fixed monthly payments
The key benefits
• Your client is guaranteed to be accepted with no underwriting
• Our simple application form has no medical or lifestyle questions and can be submitted easily via our intermediary portal
• One phone call required to immediately activate the plan when its needed most
• Your client can make their wishes known at the time of application which can save additional stress at a difficult time
Contact
Ray and Dan Bassett
West Midlands Care Legal Service
✓ Regional office: 024 7635 2828
✓ Head office: 01384 637 116
✓ Out of hours: 07949 489 899
✓ Email: [email protected]
✓ Web: www.westmidlandscarelegalservices.co.uk
Thank you
Break
Excellence in Care Awards – ManagerExcellence in Care Awards – Carer
Excellence in Care Awards – NewcomerExcellence in Care Awards – Other Support Staff
Excellence in Care Awards – Activities Co-OrdinatorExcellence in Care Awards – Innovation in Care
Excellence in Care Awards – Outstanding Contribution to Care
Excellence in Care Awards – Manager
Excellence in Care Awards – Manager
Jacqueline Spittle
Kay Rides
Jonathan Allen
Nominees:
Excellence in Care Awards – Manager
Jacqueline Spittle
Kay Rides
Jonathan Allen
Nominees:
Excellence in Care Awards – Carer
Excellence in Care Awards – Carer
Teresa Nicholls
Victoria Melia
Angela Bailey
Nominees:
Excellence in Care Awards – Carer
Teresa Nicholls
Victoria Melia
Angela Bailey
Nominees:
Excellence in Care Awards – Newcomer
Excellence in Care Awards – Newcomer
Bonnie Fletcher
Kelly Edwards
Alex Burns
Nominees:
Excellence in Care Awards – Newcomer
Bonnie Fletcher
Kelly Edwards
Alex Burns
Nominees:
Excellence in Care Awards – Other Support Staff
Excellence in Care Awards – Other Support Staff
Dean Upton
Mindhi Kaur
Geoff Hamblett-Jones
Nominees:
Excellence in Care Awards – Other Support Staff
Dean Upton
Mindhi Kaur
Geoff Hamblett-Jones
Nominees:
Excellence in Care Awards – Activities Co-ordinator
Rhiannon Weaver
Tina Seager
Laura Payne
Nominees:Excellence in Care Awards – Activities Co-ordinator
Rhiannon Weaver
Tina Seager
Laura Payne
Nominees:Excellence in Care Awards – Activities Co-ordinator
Excellence in Care Awards – Innovation in Care
Newlyn Court with Health and Beyond
Newlyn Court Nursing Home
Navigation Care
Nominees:Excellence in Care Awards – Innovation in Care
Newlyn Court with Health and Beyond
Newlyn Court Nursing Home
Navigation Care
Nominees:Excellence in Care Awards – Innovation in Care
Excellence in Care Awards – Outstanding Contribution to Care
Excellence in Care Awards – Outstanding Contribution to Care
Adam Hutchison
Congratulations to all of our finalists
facebook.com/caremidlands
www.wmca.care/awards2019
Debbie Le Quesne
Derek JonesPhillipa Bruce-Kerr
Competition and Markets Authority – Consumer Advice for Care Home
Providers and Other Areas of Immediate Concern to the Sector
Derek Jones
Phillipa Bruce-Kerr
Competition and Markets Authority –Consumer Advice for Care Home Providers
• December 2016 CMS Study – to examine whether the residential
sector is working well for elderly people and their families
• June 2017 Emergency Interim Report
o Consumer protection team set up to
investigate concerns that some care homes
were breaking consumer law
o Focused on concerns about charging families for extended periods after residents had died
and homes charging large up-front fees
Initial findings
Concerns that some homes were not treating residents fairly and that
certain practice and contract terms might break consumer law,
particularly in relation to large up-front fees and fees charged after death.
Sector not positioned to attract the investment necessary to build the
greater capacity which will be needed for the future.
Final Report Recommendations
• 30 November 2017
• Those requiring care need greater support in choosing a care home and greater
protection when they are residents
• The current model of service provision cannot be sustained without additional public funding
• The parts of the industry that supply primarily
local authority funded residents are unlikely
to be sustainable at the current rates
o Significant reforms needed to enable the sector to
grow to meet the expected substantial increase in
care needs
• Series of detailed recommendations published
Government Response
• March 2018
• Government to set up new independent “function team” to
o Review & report on the planning by local authorities of all types of social care for the elderly
o Provide guidance to local authorities as to what is required for
market planning statements to be effective and to provide
information to support local authorities and developing plans
o Report on where local authorities are, based on evidence, not
planning to a standard required by their duties or not taking
appropriate action as to ensure that their plans are then met
o Provide evidence to Government on the expected costs of different forms of care
o Provide evidence to Government on the need for different types of care (including residential,
nursing, domiciliary and other options) over the next 5 to 10 years.
o Set up mechanisms for the sharing of critical information and market intelligence among national
regulators and other bodies to facilitate continuity of care for residents
CMA final response
Care homes: consumer law
advice for providers (149 pages long)
Care homes and consumer
law: short guide for businesses (5
pages long)
Care homes and consumer
law: short guide for businesses
(24 pages long)
Open letter to care home providers
(3 pages long)
November
2018
Ask the audience
How many have introduced brand new contracts?
How many of you have revised your contracts in the last 12 months?
How many have had a resident or relative question or challenge their contractual terms?
Has anyone ever had a CQC Inspector ask about resident contracts during an inspection?
Or in the last 3 years?
How many have amended existing ones?
Contract Law v Consumer Law
Business to consumer
contracts
Care home contracts
and home care services
CMA there “to help people
comply with the law” but those
services are not complying “risking
facing enforcement action”
CMA compliance
reviews from
November 2019
Are you compliant?
Funding
• Major or unusual terms of the contract
• How sole funding may change
• Services offered (e.g. rooms, facilities, other services,
number of beds, staffing etc.)
• Fees and charges (particularly deposits, optional extras,
unavoidable additional costs e.g. to attend medical appointments)
Are you compliant?
What about…
• Trial periods?
• How residential contracts can be ended?
Are you compliant?
How would this information be provided to prospective Residents?
• Key information ?
• Additional information?
• In the standard contract terms and conditions?
Treating residents fairly
• CMA highlights the requirement for “reasonable care and skill” under both
contract law and consumer law
o Can residents seek compensation for a failure
to provide care services with “reasonable
care and skill”?
• Sector regulatory standards (CQC, CSSIW etc) are only one element of
consumer law compliance
CMA Quality of service as opposed to CQC
inspecting quality of service
Handling Complaints
• Written procedure?
• Easy to find and understand?
Handling Complaints
Complaints must be handled:
o Promptly
o Fairly
o Efficiently
o Consistently
December 2018 the CMA issued letters before action to:-
o Care UK Health and Social Care Holdings Ltd
All four providers agreed to change the terms of their standard residential contracts
covering the period for which fees are required to be paid following a resident’s death
and the treatment of their possessions
The CMA flexes its muscles:-
o Care UK Community Partnerships Ltd
o Hallmark Care Homes Group Holdings Ltd; and
o The Freemantle Trust
o Hallmark Care Homes Group Holdings Ltd and The Freemantle Trust agreed to pay refunds
to those who had been “overcharged” and no further action was to be taken against them
In December 2018 the CMA issued letters before action to:-
o Care UK Health and Social Care Holdings Ltd; and
Both companies stopped charging compulsory up front “administration” fees
following the CMA intervention but refused to make any refunds.
The CMA flexes its muscles:-
o Care UK Community Partnerships Ltd
o to prevent both companies from charging similar fees again
o an order to secure refunds for over 1,600 residents, some of whom have been “overcharged”
as much as £3,000 each; and
On 7 February 2019 the CMA issued proceedings against both companies, under section 217 of
the Enterprise Act 2002, seeking:-
Other areas of immediate concern to the sector
• Deprivation of Liberty Safeguards (DoLS)
to become
• Liberty Protection Safeguards (LPS)
Other areas of immediate concern to the sector
When?
• When the Mental Capacity (Amendment) Bill becomes Law
• Started its journey in July 2018
• A number of omissions around supported decision making
and best interests may mean progress is slowed further
Other areas of immediate concern to the sector
What?
• Apply to anyone over 18
• Relies on the definition of deprivation of liberty set out in
Cheshire West & Surrey
• Any deprivation of liberty must be authorised in advance
by the appropriate ‘responsible body’, which are:
o In hospitals, the ‘hospital manager’
o Arrangements under Continuing Healthcare, the local CCG
o In all other cases (e.g. care and nursing homes) the local authority
Other areas of immediate concern to the sector
How?
1. The person lacks capacity to consent
2. The person is of unsound mind
3. The arrangements are necessary and appropriate
• There must be a consultation process involving the person and others to
understand what the person’s wishes and feelings are
• Someone from the responsible body (not directly involved with care and
support for the person must review the information to check that the
three criteria are met
• Where it is clear or suspected that the person objects, there must be a
full review carried out by an Approved Mental Capacity Professional
There are three criteria to be met:
What about Care Homes?
How long?
The legislation currently suggest the care home managers should lead on the capacity
assessments and the necessity and proportionality issues
The manager’s assessment is then passed to the
local authority as the responsible body
Where a deprivation is authorised, there must be
regular reviews (all issues) and an IMCA appointed
to represent the person and protect their interests
A deprivation can be for up to a year initially (i.e. as approved by the responsible body) and
after that could be renewed for up to three years
Court of Protection resolves appeals and disputes.
Problems and Pitfalls
Paperwork – now instead of the local authorities having to generate
much of the paperwork, care home managers will have to do this,
and their work will be assessed by the local authority as the
‘responsible body’
CQC still oversees records for all deprivations
Who is qualified to assess capacity? At the moment they have to be approved and trained
assessors
How much uniformity between different local authorities in
what they expect from care homes?
How much will it change before it becomes law?
What are the consequences of getting it wrong?
Help is at hand
Working with independent social workers,
who are involved with the current thinking
and processes and how it may change,
Harrison Clark Rickerbys will be able to offer
training to care homes mangers (and
probably their deputies will need to be
involved as well) either in your care home or
at selected venues. The cost of the former
will probably be greater than the latter.
Any questions?
Keiron Broadbent
Upcoming Events15 May Why you need NHS.net for your
Care Business15 May Learning Disability Forum22 May Domicillary Care Conference
6 Nov Autumn Conference
www.wmca.care/AC2019/
@caremidlands
@caremidlands
AnnualConference
2019
