Example of Breach Contract in Nursing Service - DOC by esd10802

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									                                         SCHEDULE 2 - THE SERVICES

          Schedule 2 Part 1

          SERVICE SPECIFICATION


Service                             District Nursing
Commissioner Lead                   Jo Ohlson
Provider Lead                       Coral Alexandra
Period                              April 2009 to March 2010



          1. Purpose


          1.1 Aims
               Provide high quality culturally sensitive nursing care to people in their own homes or
                 community setting enabling individuals to retain independence wherever possible.

                 Promoting personalised self care planning and care management by educating and
                  supporting people and their families.

                 Provide early interventions for debilitating conditions, preventing unnecessary A & E
                  attendance and acute admissions.

                 Promote coordinated approach to discharge that facilitates a seamless step-down
                  service/ rehabilitation from Secondary care and leads to better health outcomes

                 Promote evidence based practice to care and interventions to ensure resources are
                  used effectively

                 Proactively case-find individuals at risk by close working with General Practitioners,
                  Community Matrons, Secondary Care and Social Care.

                 Promote health and wellbeing and reduce health inequalities by offering pertinent
                  advice and information to service users, carers and other professionals.


          1.2 Evidence Base
               Royal College of Nursing Guidelines.
               NMC Codes of Conduct and professional guidelines and standards
               Local District Nursing Standards, Guidelines and Policies
               Directory of Ambulatory Care Sensitive Conditions.
               NICE Guidance
               End of Life Care Strategy
               National Carers Strategy


          1.3 General Overview

          The service will provide a patient centred approach to working in partnership with individuals,
          families, carers, General Practice and other professionals, in statutory/ voluntary and
          independent sectors, to identify needs and improve health.
The District Nursing Service in Brent provides nursing for people over the age of 16 years that
have short term needs but are housebound, have long term conditions or complex needs from
multiple conditions that would otherwise find it difficult to access regular healthcare.

    National priorities include:
         Reduction in number of crises

           Promoting independence

           Minimising effects of disease and reducing complications

           Prolonging and extending quality of life

           Care closer to home

           Helping patients to make choices and take control of their health and well-being

           Person-centred care

District nurses also have access to a number of specialist service including palliative care,
tissue viability, respiratory and diabetes care and those specializing in cardio-vascular
diseases.

1.4 Objectives


1.5 Expected Outcomes



2. Scope


2.1 Service Description

Community based nursing to support independence of individuals by remaining at home by
managing either temporary debilitation or long-term condition management.


2.2 Accessibility/acceptability
Referral system available 24/7 – Single point of access.

2.3 Whole System Relationships

   Case Management responsibilities for Complex and Multi-complex patients
    Named lead per case that coordinates all other professionals and has responsibility for
    recording patient‟s progress. Requirement for Case manager to liaise regularly with
    patient‟s GP.

2.4 Interdependencies
 GPs
 Secondary Care
 Podiatry
 Inpatient units
 Rehabilitation services
 Safeguarding Board
 Public Health
 Higher Education
        o   The District Nurse service is a provider of educational placements for other health
            care professionals, including both pre and post registration nurses. Student
            Placement Mentors equate to approx 15 staff acting as mentors for student
            placements within the Community.
                 Thames Valley University pre-registration Nursing students – non-funded
                 District Nursing students – funded by London consortium for Education
                    sponsorship approx 2-3 DN BSc Students annually.



2.5 Relevant Clinical Networks and Screening Programmes


2.6 Sub-contractors



3. Service Delivery


3.1 Service Model

Generic District Nursing Services – A skill mixed team of qualified community based nurses
led by a qualified District Nurse providing both an assessment and care service for people
that need acute, long term, palliative or terminal care. All qualified Band 7 District Nurses are
Nurse Prescribers. The teams are GP attached and are responsible for patients registered
with the attached GP practices. Teams organise their work on a corporate basis, to use the
resources more efficiently. If a patient is not registered with a GP but lives in the area, care
will be provided on a geographical basis as set out in eligibility criteria.

Community Matrons - Highly skilled qualified nurses providing „case management‟ for patients
with complex long term conditions The care of these patients is managed in a more
anticipatory way by a named Community Matron. Treating this group of patients, sooner,
nearer to home and earlier in the course of their disease will help to reduce the number of
inpatient emergency bed days (the time spent in hospital following an emergency admission).

Specialist Nurses – to provide specialist clinical skills in the management of patients with
complex problems in their specialist area. They also have a responsibility for training and
development of staff in their specialty. They have an important role to play in maintaining the
quality of the service and ensuring that the generic service has the required level of skills.

Completion of tasks as listed within Appendix A Leeds PCT District Nursing
Specification

Recording of Avoidable Admission

3.2 Pathways
When a referral is made to the service it will be triaged by a registered nurse, based on the
prioritisation criteria. Patients are contacted on referral and an appointment is made. The
overall responsibility of the assessment and care delivered is that of the qualified DN
managing the caseload and the team.

Simple – 2 or 3 visits i.e. suture removal, monitoring, post-operative, IV support post
discharge.

Complex - 2 -3 co-morbidities, 2 or more poly-pharmacy and intensive support required over
a short term basis. Case management to be undertaken at complex level and higher needs
requirements.
Multi-complex – 3 or more co-morbidities, 4 or more poly-pharmacy or intensive support
required as in Palliative cases. Consider referral of case lead to specialist nurse and/ or
Community Matron.


4. Referral, Access and Acceptance Criteria


  4.1 Geographic coverage/boundaries
      The current provision is as follows:- 5 localities in the community. They are Kingsbury,
      Wembley, Harlesden, Willesden and Killburn

  4.2 Location(s) of Service Delivery


  4.3 Days/Hours of operation

District Nursing Teams provide a five-day service with a reduced service at weekends over a
seven-day period. During the week the team can be contacted directly by phone or fax or
through their attached GP Surgery.
During out of hours the service operates from 3 sites:

Willesden Centre for Health and Care
Wembley Centre for Health and Care
Chalkhill Health Centre

The service can be contacted via St Charles Hospital, Main reception:
Tel: 0208 969 2488 (5.00 p.m. – 8.am)

  4.4 Referral criteria & sources
The consent of the patient should be gained prior to any referral to the service. Referrals may
be made by GPs, hospital staff and other members of the primary care team, social services
staff, patients and carers. The criteria and the service priorities must accord with those in
other services and with RCN guidelines.

VAC Therapy– Rental of equipment to be prior approved by relevant commissioner.

  4.5 Referral route

The expectation is that the service operates with an open referral system, accepting from
GPs, hospitals, self referrals and from other health and social care professionals across the
borough.
Full access is available to patients registered with a Brent GP only. Prior approval will need to
be sought from the relevant commissioner regarding patients residing within the borough of
Brent prior and not registered with a Brent GP.


  4.6 Exclusion Criteria
Full access is available to residents within the Borough of Brent but registered with a GP
outside of Brent. Patients must be in need of nursing care and be primarily housebound. All
referrals have to be sent to the local teams directly either via phone, post, fax or secured
email. All referrals are screened by a qualified nurse to ensure that there is a need for
nursing care and the patient is housebound. The District Nursing service provides nursing
care to patients in their own home. While this will predominantly be housebound patients they
will also visit patients whose nursing needs indicate it is more suitable for them to be seen in
their own home (e.g. those undergoing chemotherapy and requiring care and maintenance of
central venous line). This will be covered in more detail within Q1 by the Implementation
Group. Exclusions are if the patients have social care needs only. Commissioners expect
that the service signposts patients to other relevant services that do not meet the referral
criteria.

Informal Professional Education
It is expected that referrals from nursing colleagues from Practices, Nursing Homes and Care
Homes to support a patient‟s nursing needs that can be met within those settings will be
recorded as Informal Professional Education. District Nursing and Community Matron
Services will support colleagues‟ training and upskilling via cascade training to a nurse on site
whilst meeting the patient‟s needs. Cascade training reports will be provided to
Commissioners quarterly detailing practices/ Nursing homes seeking professional support by
training provided. (This information will be distributed to the Older People‟s commissioner for
Nursing Homes and for Primary Care commissioners for Practices for Contract Management
use.)
Ongoing cascade training will be seen as Formal Professional education and is outside the
remit of this contract. The provider is therefore entitled to charge. Quarterly reports should
include a statement of those services the Provider determines to charge plus explanation.
Commissioners will have the discretion to determine fair practice and to refute some charges.


  4.7 Response time and prioritisation

    o Urgent – Immediate access within 4 hours: acutely and terminally ill patients
    who want to be cared for at home; visits that can prevent a hospital admission
    or a visit to an A & E Dept, e.g. blocked catheters, patients in need of intensive
    nursing care e.g. diabetes, cancer, chronic diseases etc.
    o Non–urgent – Access within 24–48 hours: patients in need of curative care e.g.
    acute and chronic wound management, post–operative patients, medications.
    o Routine – Access at a convenient time within 10 working days of receipt of referral:
        health checks, support visits,

This will be reassessed at each visit and the care plan modified as required, based on the
patient‟ needs.



5. Discharge Criteria & Planning


Patients will be discharged once the nursing needs are completed. The criteria will be if the
wound is healed, if the treatment is completed, the patient is admitted to hospital or a nursing
home for longer than one month, if the patient moves out of the area and is transferred to
another health provider or if the patient dies.

Discharge Planning should be discussed with the patient from the day of admission to the DN
caseload. The patient should have a clear care plan and expected outcomes with predicted
timeframes if possible. Review dates should be included in the care plans. The patient will
be given a 24 hour contact number to enable them to contact the service in case of crisis or
urgent nursing care required with the exception of life threatening cases.

When a patient is transferred to another provider service a summary of the assessment and
care given should accompany the patient if possible. The DN records should be returned to
the DN team.

Patients will be given a “Comments Card” and the blank card should be left in the nursing
notes to enable the patient to comment about the services at any time.

All patients where capable will be supported to undertake self-care management of their
condition and support the ongoing care management through involved self-care.
The District Nurse will have overall responsibility for the management of the caseload team
and for coordinating and delegating of patient‟s care, and to identify patients considered
inappropriate for the delegation to the support worker.
Where patients are considered suitable the nursing team should consider delegation to a
Support Worker provided the Support Worker has undergone appropriate training with
oversight from a clinical lead where necessary.


6. Self-Care and Patient and Carer Information


Self-care plan
Crisis Management plan.

All patients where capable will be supported to undertake self-care management of their
condition and support the ongoing care management through involved self-care.

All patients will be provided with patient held records which include a care plan detailing their
nursing needs. It is anticipated that the records will be stored at the patient‟s home in an
appropriate manner and in line with the London Ambulance Service campaign the-message-
in-a-bottle shall detail where the care plan ( plus medication list) is kept.
The needs of the patient/carer over a 24hour period will be assessed when planning care.

Where an individual requires a Care management plan all plans shall have a self-care
management plan including crisis management agreed with the individual and their carer.
Patients and carers will be encouraged to be self managing and the District Nursing service
will provide the appropriate training and education to enable this, including health education
advice on healthy lifestyles.

It is anticipated that should an assessment identify needs that the District Nursing team
cannot meet an appropriate referral to appropriate service shall be undertaken, for example
District Nursing shall make referrals for equipment identified as necessary through holistic
nursing assessment.

7. Quality and            Quality and            Threshold        Method of        Consequenc
Performance               Performance                             Measurement      e of Breach
Indicators                Indicator(s)
HCAI Control
Service User
Experience

Improving Service
Users & Carers
Experience

Unplanned
admissions
Reducing
Inequalities
                          To reduce the gap
                          in life expectancy
                          at birth between
                          the top and bottom
                          quintile of wards in
                          Brent by 2013.
                          To promote and                          Total number
                          improve the                             of contacts /
                          physical, mental                        service users
                          wellbeing of the                        where advice
                    people in Brent as              and
                    measured by 20%                 information
                    reduction in                    has been
                    smoking                         given
                    prevalence by                   regarding
                    2013 and a                      smoking
                    reduction in the                cessation.
                    proportion of
                    overweight and
                    obese children to
                    2000 levels by
                    2020.
Reducing Barriers
                    Adherence to
Improving           Meridian‟s            As yet    As yet          As yet
Productivity        recommendations       unknown   unknown         unknown
                    on Productivity
                    Increase from
                    52,000 contacts to
                    70,000 in line with
Improving           current
Productivity        productivity model.
                    NB This may be
                    outmoded by
                    Meridian project.
                    Reduction in
Access              number of Did Not
                    Attends
                                                                    Improvement
                    100% of                                         plan to
                    completed care                                  support Self-
Personalised Care
                    plans to supply a     98%       Rio             care
Planning
                    self-care                                       Management
                    management plan.                                with deadline
                                                                    of 2 weeks.
                                                    Evidence of
                    Clinical
                                                    evaluation of
                    effectiveness of
                                                    Patients
                    patient education
                                                    Education
                    programme
                                                    Programmes
Outcomes
                    % increase in the
Other – KPIs from   number of SAP
Leeds doc           documents
                    completed
                    Increase % of
                    patients dying at
                    home, as
                    preferred place of
                    care from DN
                    service
                    % of patients with
                    venous leg ulcers
                    having repeat
                    Doppler 3
                    monthly.
                    Number of DN
                    incidents in
relation to
medicine
administration
(incident forms).
% of incidents
forms for patients
with line
complications
No of patients
admitted to A and
E for catheter
change
(unplanned visits
for bowel and
catheter will be
monitored across
RiO system). • %
of patients
receiving formal 6-
monthly
reassessment.
 75% informal and
formal carers
receive teaching
regards
management of
feeds within 4
weeks of patients
needing nutritional
support.
 % incidents
related to patients
with level 5
continuing health
care status
Reduction in
number of hospital
admissions in
relation to falls.
•All patients at risk
and falls have a
Tier 2 falls
assessment
completed (RiO).
•% reduction in
number of patients
admitted to
hospital with
fractured neck of
femur.
Patients receive
timely holistic
assessment of
their ear care
needs.
 The reduction in
the number of
needle stick
injuries whilst
collecting samples
Additional Measures
for Block Contracts:-
Staff turnover rates

Sickness levels

Agency and bank
spend

Contacts per FTE

      Wound Management
       Wound Management Products Order Forms must be used when ordering/requesting
   Gps to prescribe wound products.
      Non Medical Prescribing
       Non Medical prescribers must inform the patient‟s Gp in writing of the any items
   prescribed including: dosage, frequency, amount prescribed as well as other
         comments and diagnosis as outlined in the nurse prescribing record (complete
      triplicate copy –one copy for client/patient held records, one copy for clinic held
         records and third copy for surgery held records)
      Controlled Drugs
       The provider is required to ensure Standard Operating Procedures are in place for
   the use and management of controlled drugs in line with Strengthened
         Governance for Controlled Drugs Regulations (Health Act 2006).


8. Activity

Activity Performance    Threshold            Method of        Consequenc
Indicators                                   measurement      e of breach




Activity Plan

72 WTE at 1,190.85 clinical working hours = 85,741 clinical working hours per annum.




9. Continual Service Improvement Plan

Commissioners expect all staff to be computer literate on
          – Rio – supported by Appendix A – Leeds PCT District Nursing Specification
              p55 onwards Rio reminders and simple rules
          – Logistic software to support rota management including urgent caseloads.
          – Microsoft Office – Training, Communication, Data Analysis
Improved Operational Productivity
    Nursing Assessment – Band 7s to assess.
    Referrals - All referrals must be sent through electronically using the Referral
        template from the Provider Services page on the PCT website. Setting a new service
        user on Rio should be undertaken by the assessor.
        *MUST GET THIS UP AND RUNNING TO IMPROVE EFFICIENCY* A time and
        motion study of assessments shall take place at q2 to ensure implementation of
        smart working.
    Increased use of Single Assessment Process to support integration and efficiency.
    A review of travel to a patient‟s home from nursing base shall determine the use of
        logistical software to support geographical rota- setting. Cost pressure: logistics
        software to support rota setting.
    Movement towards the Meridian Productivity model as set out per Band to be
        implemented by end of Q2 2009/10.
Long term conditions case management as part of Case management of complex patients to
be undertaken and reviewed at Q3, anticipation that Community Matrons shall undertake
case management of those with Multi-complex needs.
    Community Matrons and Case Managers
Currently
3 Community Matrons who take on multi-complex patients or those at crisis.

Issues
     Geographical Boundaries - Only work within the south of the borough due to limited
       capacity.
     Poor Facilitation of patients through services - Patient care is retained by Community
       Matrons leading to low capacity to take on new clients and poor communication with
       other teams including Practice Nurses.
     Use of PARR2 tool for identification of caseload. This tool does not provide up to date
       information and does not actively case find at the earliest opportunity thereby some
       patients will be admitted before community matrons can contact and assess.
     Largely work in isolation

Resolution
Community Matrons role to be focussed on the following within 2009/10;
    Exacerbation intervention
    Step-up and Step-down support including Discharge planning
    Hospital in-reach including Discharge planning
    Early Intervention
    Enablement through establishing self-care management plans with patients and
       carers.
    Health Promotion
    MDT facilitation

New Development
5 Clinical Leads to act as Case Managers for 50% of their working hours, the remaining 50%
to be retained for use on staff management, etc to support Team leaders. Clinical leads to
use their staff management training to support Facilitation of patient‟s cases through all
services including District Nursing and to offer support to Community Matrons in managing
this new responsibility.

ICCS coordinators using EARLI and regular RIO and SUS cross-reference reports to case
find by reviewing co-morbidities, previously unknown CHS- applicable patients in order to
support Early Intervention of Crisis management and establish self-care management plans.
Recognition that this data will be retrospective, but potential unknowns should support
pattern-establishment for future preventative checks.


Falls assessments working group to be established within 2009/10 to review process and
implement new system if needed.
       Student Mentoring - * Will impact on clinical working hours – need to ensure that this
        is made clear as part of responsibilities to Teaching PCT and to Commissioning PCT.
        – how? Set number of graduates in work as a KPI?
       Nurse Prescribers – do we want to limit to just band 7 or extend across to all as at
        present?. HL – I would like DN band 7 to become independent prescribers. It will
        beneficial to have all band 5 as nurse prescribers. It will make the service more
        efficient.

       Pathways - To enable appropriate pathway and allocation of staff a trained
        nursing assessor will undertake all new referrals for the service. It is envisaged
        that the assessor will be a Band 7 or equivalent.

       Answer phones that are currently in use in all bases will be phased out by end of Q2
        2009/10. – Admin support to be clarified in line with SPOR/SPA.

       Work to be undertaken in year to support End of Life Care Strategy.

       The District Nursing service provides nursing care to patients in their own home.
        While this will predominantly be housebound patients they will also visit patients
        whose nursing needs indicate it is more suitable for them to be seen in their own
        home (e.g. those undergoing chemotherapy and requiring care and maintenance of
        central venous line). This will be covered in more detail in the section detailing care
        packages delivered by the District Nursing service, Appendix A – DN Implementation
        Group Work Planning Starting Point

      Staffing Structures
Currently
Band 5 – 44 WTEs with 4 acting up to Band 6 level as there are no Band 6s currently in post.
Band 6 – 0
Band 7 – 14 - There are 4 Band 7 vacancies amongst an establishment of 18 posts. The work
that should be managed at this level (vacant Band 7) is currently being managed at acting
Band 6.

Future model of District Nursing
Simple – Band 5s and Band 6s – Disease-specific care management and supporting self-care
management.
Complex – Band 6 and 7s - some care management and some case management
Multi-complex – Community Matrons and Clinical Case managers – Case management

In order to support the future model of District Nursing the following establishment is
proposed;
15 Band 7s
5 Band 6s
44 WTE
We propose to use current resources of 3 vacant Band 7 funded posts to support the
recruitment of 3 new Band 6s and would therefore require growth funding to support the
recruitment of 2 new Band 6 posts to meet establishment for delivery of service model.

Funding Request
2 new Band 6 posts

       *HR to seek new method of accessing CRB – 5 months is unacceptable.

10. Prices & Costs




10.1 Price
    Basis of Contract          Unit of            Price          Thresholds   Expected Annual
                               Measurement                                    Contract Value
    Block
    Arrangement/Cost
    and Volume
                                                  £                           £
    Arrangement/National
    Tariff/Non-Tariff
    Price________*
    2009 Quality Payment
 Total                                            £                           £
*delete as appropriate


10.2 Annual Contract Value by Commissioner

Total       Co-ordinating     Associate               Associate      Associate      Total Annual
Cost of     Commissione       Commissioner            Commissione    Commissioner   Expected
Service     r Total           Total                   r              Total          Cost
                                                      Total
£           £                 £                       £              £              £

Appendix A



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