Transcript Document

“Home is Where the Care is”
Annual Conference and Exhibition
Glasgow Marriott Hotel
Friday 31st May 2013
CM2000
An Innovative Partner for Innovative
Service Delivery
What is Real Time Monitoring
 The recording of Service User visit information in real-time replacing paper
timesheets / manual processes
 Provides qualitative trend analysis of services delivered against planned
 Provides real time quantitative information regarding visit
punctionality, care worker continuity and service delivery
trends
 Offers a range of quality performance indicator measures
through a range of reports
Recent CQC Report – The Challenges
Report Extracts:
 lack of formal, documented quality monitoring processes
 failure to keep people informed about changes to their visits
 lack of continuity of care workers
 lack of coordination of visits requiring two care worker
 lack of regular review
 details of service user preferences and choices need to be recorded
so care delivery is appropriate to these.
“We considered that the impact was most
Providers
are
failing
to
assess
significant“There
when“People
it was“Some
clear
that
agencies
were
isolated
did not
instances
feel
valued
where
when
care
visits
werethe
impact
ofaction
late
or
calls,
and failing to
were notrecorded
monitoring
taking
tomissed
reduce
cancelled
in aor
person’s
without
daily
notice
log
did
or when
not
reflect
Care
and
address
thisThis
vitalwas
element
the number
missed
or
late calls.”
the of
care
Workers
theymonitor
actually
were
frequently
received.”
late.
made of
care.”
worse delivering
if they were
not kept informed.”
Variety of Benefits
Service User
 provides accurate Service User billing
 reduce late & missed calls through system real-time alert functions
Care Worker
 improve consistency, continuity, punctuality and visit duration
 improves the safeguarding of Lone Workers
 removes the need for paper based timesheets
Alerts




time critical visits
staff safe
home safe
panic alerting
CM2000 – Background
 inception in 1999 in response to scheduling / monitoring demand
 successfully operate in 83+ Local Authority areas (48 Councils), and over 700
Independent Provider sites
 fully hosted, managed service and web enabled platform
 13 year experience of building interfaces to 3rd party systems
 partnership approach, understanding and supplying appropriate solutions to
meet providers current and future requirements
 growing Scottish customer base
 dedicated Scottish Premises within Inverclyde
 handle £600 million per annum - processing external Provider payment via the
Councils
 process approximately 2 million calls per week, safeguarding 130,000 Service
Users, being delivered by 65,000 Carers.
CM2000 in Scotland
CM2000 customers
CM2000 Scotland
 Physical presence: Office base within Inverclyde
 grown to 3 Scottish staff
 Long-term plans for significant Scottish growth / expansion.
 Reputation of delivery on time and within budget.
 Firm partnership links with customers.
 ADSW partner
 assisting influence market thinking
 partnership working to build tools which meet future agenda challenges around
integration and self-directed support.
 Working with Joint Improvement Team and links to Scottish Government.
 Credibility as a supplier and market leader within this area.
Our Office In Inverclyde
Monitoring Technologies
Caller Line Identification monitoring options
Caller Line Identification Monitoring
Three types of land line monitoring services:
Call Monitoring Options
Unanswered call
CLI Model
Answered call IVR
Model
(Caller Line
Identification)
(Interactive Voice
Response)
A.U.R.A.
Unambiguously
identifies both Client
and Care Worker
98% of the 1.9 million
visit logs received each
week uses the CM2000
patented AURA service
AURA (Advanced Unanswered
Ringback Application)
 unambiguously confirms the Care Worker and
Service User with out the call being answered
 logged visits appear in real-time
 quick and easy to use, less time consuming and less
prone to errors
 used from Service Users existing landline telephone
or mobile
 logs the arrival and departure time to the second
 patented to Care Monitoring 2000 Ltd.
Additional Features
What if there is no phone?
Exception Logging
 CodeConfirm! - (facility for Carers to log visit exceptions via a specialist
unit within the Service User’s home)
 robust and reliable solution
 long battery life (estimated 4-7 years)
 accurate to the minute
 small and unobtrusive.
Mobile Workforce Monitoring
Solutions
Visit monitoring tool with innovative workforce management and
communication features.
Location Authentication / Monitoring options:
 Radio Frequency Identification (RFID) Technology (NFC)
 QR Code using built in camera
 GPS positioning
 Care Monitoring 2000 landline monitoring.
Full integration with CallConfirmLive! scheduling solution for real
time two-way communication.
Advanced Features include:
 record shift standby start and finish times
 view ‘real-time’ schedules with change updates
 view required visit task lists and record completed tasks
 reporting observations: captures incident notes for follow up
 linked directly to Care Monitoring 2000’s Outcome Module
 MWS Messaging to Care Workers with read receipt
 Lone Worker health and safety features.
The New Dimensions
The Future of Monitoring
CM2000 Outcomes Module:
 ability to track qualitative measures of service delivery against
service user outcomes
 ability to move towards paying for service outcomes as well as time
& task
 qualitative information to assist positive service delivery and service
outcome achievements.
CM2000 Self Directed Support Module:
 ability to monitor the real-time delivery and spend of recipients of
personal budgets
 complete visibility and manageability for the person / advocate
through the Family Portal.
CM2000 Outcomes: Data capture at point of delivery
Formats available for Data capture:
Software Entry
Pop-up window
Landline Message
AURA with tasks
Mobile Application
Mobile Workforce
Monitoring Integration
Software Entry:
Goal1 - Want to stroll to the shops
ADL2. When transferring from Bed to chair
F. Does not transfer from bed to chair (3)
Send SMS
Text messaging
with auto replies
Print Letter
Traditional surveys
CM2000 Reablement:
Outcomes Reporting Tools
Hours/Visit Summary Report
hours
Goal 1 - Want to stroll to the shops
Goal 2 – Control over daily life
Goal 3– Cultural/religious preferences
Outcome Report (Data Extract)
Outcomes Qualitative Reporting Tools
Managed Accounts – Benefits:
 developed in line with the current SDS bill
 complete visibility of budget and spend activity to the Citizen / Family
/ Advocate
 Service Users have choice and control over which Service Provider to
pick (and change)
 ability for Providers to evidence service delivery and provide
safeguarding controls
 additional expenditure incurred by Service User (e.g. Taxi fares) input
by individuals / advocates, Provider or Council (for complete picture
of budget spend)
 access controls allow appropriate stakeholder visibility of spend
patterns and budget use.
CM2000 Managed Account Process Flow
Diagram
Service User
Authority
Service User
Portal
RAS Process
Council Client
Index System
4) PB spend
alerts
Providers
2) Personnel
Schedule and Actual
Visits logs
1) Commission
record with PB
updates
3) Visit/Activity Logs
Corporate
Accounts
6) Ledger/
Payment file
CallConfirmLive!
7) Payment
5) Invoice /
Payment Record
Scheduling System
Typical Costs
 set-up costs vary depending on size and requirements
 typical cost per visit of between £0.08 and £0.10
 dependant on monitoring technology deployed and functionality
required
 includes user licences, upgrades and support.
Conclusion
 comprehensive interfacing or one-stop-shop offering
 up to the minute visit information available in real-time anywhere,
anytime via the Web
 real-time alerts for late or missed critical visits and safeguarding of Care
Workers
 reduces invoice and timesheet administration costs and automates /
speeds up invoice payment
 concentrate on care related matters and quality of service
 transparency of Care Worker activity improves productivity through better
management of travel and down time
 system quick and easy communication with field-based staff
 When monitoring is used correctly it is treated as a stamp of quality for a
provider.
Do you have an Electronic Monitoring
system in your service/s……
1. Yes
2. No
3. Under consideration
60%
28%
12%
1
2
3
Do you see Electronic Monitoring as a …
1. A regulatory
requirement
2. A tender
requirement
3. A quality & safety
tool
4. An efficiency and
administration tool
5. Something else
38%
24%
17%
14%
7%
1
2
3
4
5
Who should bear the cost for electronic
monitoring…..
1. The Commissioner
(local Authority/NHS)
2. The Provider
3. Someone else
65%
24%
12%
1
2
3
If there was no additional cost for
Electronic monitoring would you
like to see it in care services…….
1. Yes
2. No
3. Don’t know
57%
24%
19%
1
2
3
Is the barrier to having
Electronic Monitoring……
1. A financial one
2. 2. Technical
capability
3. Organisational
culture
4. Something else
53%
24%
19%
3%
1
2
3
4
Should Electronic Monitoring
be used for.......
1. Minute by minute
billing
2. Safety of supported
individuals and staff
3. To monitor quality
outputs and
outcomes
4. Something else
43%
41%
15%
1%
1
2
3
4
“Home is Where the Care is”
Annual Conference and Exhibition
Glasgow Marriott Hotel
Friday 31st May 2013
A new way to listen
Gina Alexander | Patient Opinion
[email protected]
Tell ‘em what you’re going to tell ‘em
• Use the voting system!
• Social media for social good
• Care Opinion – an evolution of the Patient Opinion
approach
• Summary
Have you or someone you love/care for
received/used health and/or social care
services in the last 12 months?
1. Yes
2. No
78%
22%
1
2
In terms of the overall service you or your
loved one received would you say you were:-
1.
2.
3.
4.
5.
Very Satisfied
Satisfied
Moderately Satisfied 21%
Dissatisfied
Very Dissatisfied
1
32%
26%
12%
9%
2
3
4
5
Did you offer feedback about the service you
or your loved one received?
1. Yes
2. No
67%
33%
1
2
For those of who answered No to question 3,
which of these option best fits your reason?
1. Don’t know how to give
feedback
2. No time
28%
3. Wondered if there
would be any point
4. Gave Feedback at the
time (praise or
concern)
5. Didn’t want to make a
fuss/offend
1
32%
22%
10%
7%
2
3
4
5
Do you have a
Facebook or Twitter account?
1. Yes
2. No
60%
40%
1
2
Power of the internet
Talking About A Revolution?
Everyone has a voice
Using transparency to drive change on Patient Opinion
Shows a
change
has been
made
Organisations
displayed here
can include
boards, HIS,
HEI, SPSO
Patient Opinion and Care Opinion
an infrastructure for conversations across health economies
Care Opinion - features
• Online narrative feedback
o From any user, carer, relative
o About a specific service
o Moderated and public
• Relevant agencies are alerted
o May post responses
o May show actions taken
o May create reports
Acknowledging the differences between health
and social care
Health care
Social care
Big providers
Small providers
Public ownership
Private ownership
Tax funded
Fee funded
Large workforce per location
Small workforce per location
Mainly short term care
Mainly long term care
Key issues
• Openness and transparency in public service delivery
• Health and Social Care Integration
• Self directed support and Personalisation
• Protection of Vulnerable Groups
• and of course …
The moderation of published stories
Care Opinion • Establish the Power to Publish
by enabling service users, relatives and carers to publish their
stories
• Promote integration
Through uniting health and social care feedback
• Establish accountability
via fast, effective, service user-centered moderation
• Improve localism
by connecting to CHP/HSCP, Community Planning partners,
Care Opinion metrics
• Care Opinion will clearly show
o The amount of feedback online
o The amount which is public
• And has a response
• And has led to a change
o The amount which was not published
Care Opinion Service
• Service users and carers can give honest
feedback safely and easily
• Staff know how their care is experienced
• Services can make constant improvements
based on feedback
• Everyone can see how services are listening
and changing in response
CHPs
Health services
Patient Organisations
HIS/HEI
Automatic notification
NHS staff
Service
User
Story
Care home
staff
Response
Comment
Response
covers both
responses
Comment from patient
Hospital
improvement
Comment
Care home
improvement
Care Inspectorate
Local Authorities,
Social care
SG, MSPs
Integrating conversations on Patient Opinion and Care Opinion
The ‘thoughtfully passionate’© are key to improving services but until now
have been hard to identify. These patients and carers want to help improve
Services. Platforms like PO and CO dramatically reduce the cost of finding them
Number
of people
using a
service
Thoughtfully passionate people
(who it now costs little to identify)
Known/Complaints
Indifferent
Low
Concerned
strength of feeling
Passionate
High
Follow us now
@patientopinion
@careopinion
“Home is Where the Care is”
Annual Conference and Exhibition
Glasgow Marriott Hotel
Friday 31st May 2013
Building the care sector - together
Paul Edie
Chair, Care Inspectorate
My background
•
Councillor in Edinburgh for 18 years
•
2007-2012 chaired the Health Social Care and
Housing Committee
•
Non-executive Director of NHS Lothian
•
Member of the Lothian and Borders Community
Justice Authority
•
Worked for the Scottish National Blood Transfusion
Service in Quality Assurance
•
Appointed by Scottish Ministers in April 2013
My vision for the care sector in Scotland
• Society expects higher
standards
• We both have a role in
delivering them
• Human-rights approach is
central
• Regulator’s role is not just
to inspect but support
improvement
What the public expects
• Standards are changing.
That which was acceptable
5 years ago may not be
today
• We all need to be more
expert in what we do
• For us, that means the Care
Inspectorate establishing
specialist teams
Integration is central to changing public
demand
• Desire for higher standards, coupled with a
human rights approach, are key drivers towards
integration
• Joint inspection of adult services with
Healthcare Improvement Scotland now
happening in West Lothian
• Will interrogate the journey older people are
going on from their perspective
Changes afoot
• There will a significant rise in the population of
older people at the very time resources – human
and capital – face stiff competition
• Ways of caring for older people will change
• Care at home will grow
• That poses challenges for providers
• Also poses challenges for regulators
• We are reviewing our methodology now
Involvement of users is key
• The best way of providing care
for some is – almost always –
involves asking them
• We are involving lay assessors
in our work, and increasing the
number
• We expect you to involve
services in the care they receive
Email: [email protected]
@paul_edie
“Home is Where the Care is”
Annual Conference and Exhibition
Glasgow Marriott Hotel
Friday 31st May 2013
“Home is Where the Care is”
Annual Conference and Exhibition
Glasgow Marriott Hotel
Friday 31st May 2013
“Home is Where the Care is”
Annual Conference and Exhibition
Glasgow Marriott Hotel
Friday 31st May 2013
“Home is Where the Care is”
Annual Conference and Exhibition
Glasgow Marriott Hotel
Friday 31st May 2013
“Home is Where the Care is”
Annual Conference and Exhibition
Glasgow Marriott Hotel
Friday 31st May 2013
“Home is Where the Care is”
Annual Conference and Exhibition
Glasgow Marriott Hotel
Friday 31st May 2013
“Home is Where the Care is”
Annual Conference and Exhibition
Glasgow Marriott Hotel
Friday 31st May 2013