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No.
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KPI Name
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KPI
Statement
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Further detail
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How
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Who
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Reporting Period
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Percentage of Quality Score
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Method of calculation
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1
|
CQC Rating
|
Published CQC ratings for Key Lines of Enquiry (KLoE)
|
The published KLoE ratings for the branch will be used. If a branch has been re-registered and is unrated due to an organisational restructure, then the CQC rating for that branch prior to the change will be used. Where two branches have merged the most recent CQC rating will be used.
Maximum score: CQC rating of at least Outstanding for two KLoEs
|
Using published CQC ratings as at the reporting period end date
|
The Council
|
6 monthly
|
20%
|
The Council to calculate as per the scoring table at Appendix 7 to Schedule 2
|
|
2
|
PAMMS Rating
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PAMMS overall rating
|
The PAMMS rating for the branch as published on the PAMMS Provider Portal or validated by the Council.
Maximum score: Outstanding overall rating
|
Using PAMMS ratings as at the reporting period end date
|
The Council
|
6 monthly
|
20%
|
The Council to calculate as per the scoring table at Appendix 7 to Schedule 2
|
|
3
|
Missed and unpunctual time critical visits
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100% of planned visits (as recorded on a Provider’s rostering system) are attended. There are no missed visits.
100% of time-critical visits are started within an hour time window (half an hour either side of the planned start time as recorded on the Provider’s rostering system) e.g. an 8am planned start must start between (or at) 7.30am and 8.30am. There are no unpunctual time-critical visits
|
Every planned visit per Adult per day is carried out e.g. if there are 3 planned visits, 3 separate visits must be carried out by the end of that day (11pm). Also, each visit must be carried out prior to the next planned visit time as recorded on the Providers’ rostering / EHM system (not merged into one visit), otherwise it will be deemed as a missed visit.
The Provider should identify those Adults’ calls which are time critical on their EHM system. A time critical visit is defined in Annex 2 to Schedule 1 – Electronic Homecare Monitoring System Requirements.
Where the Adult has made a request to cancel the visit or delay a time critical visit, the provider may be required to present evidence of this to the Council.
A reason must be recorded in the provider’s EHM system for each missed or unpunctual visit.
Maximum score: There are less than 0.009% missed or unpunctual time critical visits.
|
Completion of on-line Performance Report, using the link issued by the Council, validated by data shared from the Provider’s EHM solution
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Provider
|
6 monthly
|
10%
|
Total number of missed and unpunctual time critical visits in a reporting period divided by total number of planned visits in the reporting period, then multiply by 100 to give the %
|
|
4
|
Missed and unpunctual non-time critical visits
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A minimum of 99.1% of care visits are started within a one and a half hour (1.5hr) time window.
E.g. an 8am call must start between (or at) 7.15am and 8.45am.
There are no unpunctual non-time critical visits
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Care visits are carried out at or within 45 mins either side of the planned visit start time, as recorded on the Service Provider’s system.
Where the Adult has made a request to cancel a visit or delay a visit, the provider may be required to present evidence of this to the Council.
A reason must be recorded in the provider’s EHM system for each missed or unpunctual visit.
Maximum score: A minimum of 99.1% of non-time critical visits commence with the agreed time window.
|
Completion of on-line Performance Report, using the link issued by the Council, validated by data shared from the Provider’s EHM solution
|
Provider
|
6 monthly
|
10%
|
Total number of unpunctual non-time critical visits in a reporting period divided by total number of planned visits in the reporting period, then multiply by 100 to give the %
|
|
5
|
EHM Data Submission
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Submission of a CSV file from the provider’s EHM system
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The Provider has submitted a CSV file containing the data specified in Schedule X ‘EHM Data Requirements’ for each 4 week payment period, for all Adults in receipt of the Service. Files must be submitted to the link / portal specified by the Council within 10 working days from the end of each four week period (Appendix 3, Payment Periods, Part 2 Terms and Conditions).
Maximum score: A CSV file has been submitted for every 4 week payment period in the 6 month KPI reporting period and at least 80% of these have been submitted on time.
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Provider to submit CSV file using the link provided by the Council
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Provider
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CSV file to be uploaded every 4 weeks, and the KPI score will be calculated 6 monthly
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10%
|
The Council to calculate as per the scoring table at Appendix 7 to Schedule 2
|
|
6
|
Adult Satisfaction Survey
|
Satisfaction Survey score
|
See Appendix 7 to Schedule 2
|
Survey to be conducted by the Council
|
The Council
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Annually. The score will be used until superseded by the next annual survey.
|
15%
|
The Council to calculate as per the scoring table at Appendix 7 to Schedule 2
|
|
7
|
Care Package Hand-backs
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No care packages (adults) handed back
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The Provider has not requested for any care packages to be terminated. The exceptions are care packages handed back due to a health and safety risk to care staff that cannot be mitigated. A hand-back will not be recorded as such if the Provider has informed Adult Social Care of the issue and tried to work with Adult Social Care Teams to resolve the issue prior to the hand-back. Package hand-backs identified as meeting these criteria will be at the discretion of the Council. This will be calculated in terms of number of Adults handed back i.e. a double- handed package is counted as 1.
Maximum score: 1% or less of adults supported in the reporting period are handed back within the reporting period.
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The Council (appointed Brokerage Service) hand-back data
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The Council
|
6 monthly
|
5%
|
The Council to calculate as per the scoring table at Appendix 7 to Schedule 2
|
|
8
|
Social Value
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Amount of Social Value delivered in the reporting period as a proportion of the value of work commissioned with the Provider during the reporting period.
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The Provider is required to deliver target of £0.14 of Social Value for each £1.00 of work commissioned by the Council.
See Appendix 5 to Schedule 2
Maximum score: Social value of 14p or more delivered for each £1 of work the Council commissions with the Provider.
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Via the Council’s third party online survey tool
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Provider
|
Annually
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5%
|
The Council to calculate as per the scoring table at Appendix 5 to Schedule 2
.
|
|
9
|
Carbon Calculator
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Submission of the Council’s Live at Home Carbon Calculator
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A provider will be awarded a score of 5 if the Live at Home Carbon Calculator is submitted to the Council by the KPI submission deadline. The Carbon Calculator must be completed for all carers delivering care to Adults in receipt of the Service.
Maximum score: Submission of the LAH Carbon Calculator
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LAH Carbon Calculator e-mailed to the Council
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Provider
|
Annually
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5%
|
The Council to calculate as per the scoring table at Appendix 7 to Schedule 2
|
