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Description
Contract Review Checklist Template document sample
Document Sample
Glasgow City Council
Social Work Services
Procedures
Ref no:
GCOM-030-04 (Template 2)
Title:
Service Review Process Checklist Template
Purpose
To assist with the process of carrying out service reviews across
Social Work Services.
This document should be read in conjunction with
Service Review Procedure – GCOM-030-04
Service Review Preparation Plan – GCOM-030-04 (Template 1)
Service Review Report Template – GCOM-030-04 (Template 3)
Status: Active
Issue Date: July 2005
Implementation Date: July 2005
Supersedes:
Last updated: July 2005
Contact for further
information: Contract Support Team
Circulation:
Notes:
Issued by –
Contract Support Team
Check validity before use
Document Ref No: GCOM-030-04 (Template 2) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 1 of 23
Service Provider Details
Service I.D. Number
Service Name
Service Address
Name of Service Contact
Designation
Contract Manager? Yes
Name of Provider
Name of Provider Contact
Designation
Contract Manager? Yes
Review Team Details
Name of Lead Reviewing
Officer
Designation
Contract Manager? Yes
Name of Lead Client Section Addiction
Name of Principal Officer
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 2 of 23
Review Details
Date of Review
Commenced
Date of Review
Completed
Review Type Supporting People Service Review
Review Stage Stage 1
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 3 of 23
1 First Stage Assessment ........................................................................ 5
1.1 Strategic Relevance.............................................................................. 5
1.2 Additional Information on Startegic Relevance ..................................... 6
1.3 Demand for the Service ................................................................... 6
1.4 Additional Information on Demand for the Service ............................... 7
1.5 Cost of the Service .............................................................................. 9
1.6 Additional Information on Cost for the Service.................................... 11
1.7 Quality and Effectiveness ................................................................ 11
1.8 Feedback from Service Users and other Stakeholders ................... 12
1.9 Additional Information on Quality and Effectiveness of Service.......... 13
1.10 Provider Capacity ............................................................................ 13
1.11 Additional Information on Capacity ..................................................... 14
1.12 Moving to Second Stage..................................................................... 14
2 Second Stage Assessment ............................................................. 15
2.1 Strategic Relevance ......................................................................... 15
2.2 Demand for the Service ................................................................... 16
2.3 Cost of the Service .......................................................................... 17
2.4 Quality and Effectiveness ............................................................... 18
2.5 Provider Capacity ........................................................................... 19
2.6 Moving to Third Stage ..................................................................... 19
3 Third Stage Assessment ................................................................. 21
3.1 Decision to Withdraw Funding .................................................... 21
3.2 Who makes Decision ...................................................................... 21
3.3 Cross Authority Services ................................................................. 21
3.4 Risk Assessment ............................................................................ 21
3.5 Challenge to the Decision ............................................................... 22
3.6 Action Planning ............................................................................... 22
3.7 Communications ............................................................................. 22
3.8 Seeking Alternative Revenue Funding ............................................ 23
3.9 Remodelling/Reprovisioning/Reshaping Service ............................ 23
3.10 Service Closure ............................................................................... 23
3.11 Compensation for Home Loss and Disturbance ............................. 23
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 4 of 23
First Stage Assessment
Strategic Relevance
In assessing strategic relevance the following questions should be
asked.
A: Plan B: C: Evidence
Assessment
of Service
Strategic Relevance Choose from Enter information and
Examples of criteria: the drop documentation viewed.
down list in
this column:
To what extent do the Fully Met Check what is
needs being met by the commissioned against
service reflect those what is being delivered.
prioritised for the relevant
Client Sections funding?
To what extent does the Fully Met Local and national
service type reflect those strategy documents.
prioritised for the relevant
Client Sections funding?
Do the access Fully Met Check access
arrangements to the service arrangements
meet with the authority’s
strategic objectives?
Is the service catering for Fully Met Aims and objectives of
people from all sections of service.
the community (where
relevant)?
Is the service in a suitable Fully Met Check.
location in relation to need,
other support services,
transport etc.?
Does the service contribute Fully Met Check all relevant
to the authority’s agenda on strategies.
area Regeneration;
employment & education;
crime reduction; health
improvement; social
inclusion; equality of
opportunity etc.?
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 5 of 23
Does the service contribute Fully Met Check against relevant
to the authority’s strategies.
preventative agenda (i.e. by
reducing or delaying need
for more costly or intensive
services)?
To what extent are service Fully Met Evidence from provider.
users consulted on the
service?
To what extent does the Fully Met Provider’s policies and
service promote procedures.
independence and choice
for its service users?
If the service does not match GCC strategies then discussions with
the provider are required to consider whether appropriate changes
can be made.
Additional Information on Strategic Relevance
Capture any additional relevant information on Strategic Relevance in
this section.
Demand for the Service
In assessing the demand for a particular service, the relevant factors are
set out below:
• Any statements in the Strategic Plan(s) regarding supply and
demand, including:
o Available needs analysis studies
o Projected growth or contraction in demand
• Quantitative and qualitative indicators, including:
o Void level over the last 12 months
o Trend in voids over the last 4 years
o Refusal rates and reasons for refusal
o Characteristics of service users refused or subsequently
excluded from the service
o Reasons for service users leaving the service
• Known or forecasted changes in supply (such as pipeline services,
planned closures)
• Feedback from stakeholders, including (where relevant):
o Service users
o Other funders
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 6 of 23
Referral sources
o
Support and care managers
o
Other local authority staff
o
Others (such as housing providers) with an interest in the
o
service
• Any additional information that the Provider or GCC thinks
particularly relevant, such as:
o Demand issues relating to particular sections of the
community
o Condition of the building/accommodation in which the service
is provided
o Impact of current referral arrangements on performance
o Any cross authority arrangements
Using all relevant information, an assessment is made to determine if
there is a current imbalance of supply and demand.
Where there is over demand, or decreasing demand and future trends
indicate that this is unlikely to be rectified, the matrix should be used to
decide whether to move to a second stage review:
Additional Information on Demand for the Service
Capture any additional relevant information on Demand for the service in
this section.
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 7 of 23
Action Matrix
Future Demand
Increasing Stable Decreasing
Severe over demand No further No further No further
review review review
Moderate over No further No further 2nd stage review
demand review review advised
In balance No further No further 2nd stage review
review review required
Current position
Moderate over No further 2nd stage 2nd stage review
supply review review required
advised
nd
Severe over supply 2 stage 2nd stage 2nd stage review
review review required
advised required
A: Plan B: C: Evidence
Assessment
of Service
Demand for the service Choose from Enter information and
Examples of criteria: the drop documentation viewed.
down list in
this column:
To what extent does the Fully Met Local and other relevant
service reflect demand at a strategies.
strategic level?
To what extent do current Fully Met Monthly return.
statistical records match the
strategic demand?
To what extent is the Fully Met Strategies.
service suited to
future/predicted levels of
demand?
Does the service meet the Fully Met User and provider
demands of the following? questionnaires.
Service Users
Other funders
Referral sources
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 8 of 23
Support and Care
Managers
Housing providers
Others
Does the service meet the Fully Met Profile of service users.
demands of all sections of
the community?
If the service is focused on Fully Met Provider’s aims and
one particular section does objectives statement,
it fully meet their support plans, user
requirements? feedback.
If accommodation is part of Fully Met Check.
service is it fit for the
demands of the client
group?
Are current referral Fully Met Referrer’s feedback,
arrangements suitable for provider’s feedback.
maximising service usage?
Does the service offer cross Fully Met
authority services?
Cost of the Service
To consider proposed cost of service, if a full contract were to be entered
into. (This will not be necessary if, for another reason, it has already
been decided that a null contract will not be entered into).
Service Outcome(s) Unit of Annual Total Average
Intended Service Number Cost in Cost per
of Units Year Unit
Delivered
Cost analysis is primarily concerned with costs to GCC but should
also have regard to the overall costs to the public purse.
Where costs are unreasonably high, the second stage may be
invoked. Where costs are low, this may warrant further
investigation.
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 9 of 23
A: Plan B: C: Evidence
Assessment
of Service
Cost of the service Choose from Enter information and
Examples of criteria: the drop documentation viewed.
down list in
this column:
Does the service have a Fully Met
clear income/expenditure
breakdown that reflects the
current level of charging in
place?
Is the cost reflective of the Fully Met
size and infrastructure
required to deliver this
particular service?
Do the unit costs and Fully Met
annual costs reflect Best
Value?
Do the costs compare Fully Met
reasonably to similar
services?
Is the relevant client Fully Met
section element of funding
commensurate with other
sources?
Is there a process of Fully Met
regular review by the
provider to see if service
continues to operate at
maximum cost
effectiveness?
Does the service offer a Fully Met
cost-effective alternative to
other routes open to users
(e.g. Hospital)?
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 10 of 23
Additional Information on Cost for the Service
Capture any additional relevant information on Cost for the service in this
section.
Quality and Effectiveness
• Quality Standards and Performance
Obtain quarterly performance returns that report on the performance of
each Provider, including their ability to respond to the needs of individual
service users.
Service Review Team to liase with the Care Commission and consider
copies of relevant reports on the service being reviewed.
A: Quality Standards B: C: Comments by the
Assessment Service Review Team
of Service
Quality and Choose from Enter information and
effectiveness the drop documentation viewed.
Examples of criteria: down list in
this column:
There is a process of Fully Met Example: Provider has
regular review by the demonstrated activity in this
Provider to see if needs area.
have changed and
consequently, services
need to change.
There is an effective co- Fully Met Example: although fully
ordination with other meeting this area at
agencies involved in present, this will require
providing support for each improvements in future
service user (including co- years as the needs of
ordination in respect of any service users change over
other individual plans time.
developed by other
agencies).
Support Plans: Fully Met
• How many users
receive the service?
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 11 of 23
• How many users have a
support plan in place?
Support Complaints: Fully Met
• How many users have
complained?
• How many complaints
have been received?
• How many complaints
have been resolved?
Is the accreditation Fully Met
certificate current/valid?
Feedback from Service Users and Other Stakeholders
• Quality Standards and Performance
Providers will be required to involve users appropriately in the course of
service delivery and consult with them and other stakeholders over
service provision.
A: Quality Standards B: C: Comments by the
Assessment Service Review Team
of Service
Quality and Choose from Enter information and
effectiveness the drop documentation viewed.
Examples of criteria: down list in
this column:
GCC and Provider to Fully Met Example: Provider has
identify issues for demonstrated activity in this
feedback. area.
Providers to demonstrate Fully Met Example: Provider policies,
how feedback has been service user feedback, staff
used to improve services. feedback.
GCC to gather information Fully Met
using quarterly
performance returns from
Providers on the
approaches they have
taken to involving and
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 12 of 23
consulting users and by
focusing on how Providers
have used these
opportunities to improve
the experiences of service
users.
GCC to use service user Fully Met
surveys that include
standard questions, which
should be included in any
user consultation.
Additional Information on Quality and Effectiveness of Service
Capture any additional relevant information on Quality and Effectiveness
of the service in this section.
Provider Capacity
GCC to comment on findings of Care Commission (or other regulatory
body) before agreeing the terms of a full contract.
A: Plan B: C: Evidence
Assessment
of Service
Provider Capacity Choose from Enter information and
Examples of criteria: the drop documentation viewed.
down list in
this column:
Has capacity been Fully Met Monthly returns, records of
managed to optimum level service use over previous
over last 12 months? year.
Has unused capacity been Fully Met Details of how unused
utilised appropriately? capacity was used.
Has capacity been Fully Met Monthly returns.
monitored and is it still at a Comparison with relevant
level that is of strategic strategies.
relevance?
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 13 of 23
Is capacity of the service Fully Met Provider information on
reflected with appropriate staffing levels.
level of staffing?
Does the service maintain Fully Met Provider’s records of staff
agreed staffing levels with qualifications and training.
appropriate
qualifications/training?
Do Care Commission Fully Met Care Commission report.
reports reflect that the
service is capable of
maintaining the agreed
level of capacity?
Does capacity appear to Fully Met Trends analysis and
be appropriate to future Strategies.
demand?
Is all staff employed Fully Met Confirmation from provider.
directly by the provider?
Is staff matched to Service Fully Met Provider policies, service
Users based on suitability? user feedback, staff
feedback.
Additional Information on Capacity
Capture any additional relevant information on Capacity in this section.
Moving to Second Stage
Results and recommendation following completion of first stage review
should be detailed in the Service Review Report. The report should also
detail whether the outcome is acceptable or if there is a need to move to
the stage two review process. The Service Review Team should advise
the provider in writing of the intention to move to a second stage review,
stating reasons for the decision.
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 14 of 23
Second Stage Assessment
2.1 Strategic Relevance
GCC should record the changes required and their importance on a
scale of 1 to 5, before exploring the Provider’s ability and willingness to
make changes.
Change Importance Ability of Willingness of
Required (1 = high and Current Current Service
5 = low) Service Provider to
Provider to Change
Change
Examples:
Change in 1
operational
policies
Current Provider 1
to enter new
partnership with
another Provider
Change to service 1
users served
GCC to record the outcomes of the discussions with the Provider
and any actions agreed.
Area of strategy:
Summary assessment of Provider performance by GCC
All statements should be evidenced (i.e. by identifying the source of
information which has led to view of strategic relevance being recorded)
or otherwise, identified as based upon supposition. This will be
particularly important if assessments are going to be shared between
authorities.
Action required by Provider.
Example: Provider to begin exploring the need for and feasibility of
providing warden call system and related support to people in
surrounding community.
Action required by GCC.
Example: the need to enter into a contract/SLA for wider number of
service users to be considered at discussions relating to the full
contract/SLA.
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 15 of 23
Demand for the Service
GCC to analyse the following:
• Feedback from current service users on reasons for taking up a
service or place in a service
• Whether voids relate to particular units or unit types (for residential
services)
• Waiting lists
• Reasons for refusal
• Re-let periods and reasons for delay in letting (or equivalent for non-
residential services)
• The range of referral sources used and their efficiency
• Follow up comments from stakeholders from first stage assessment
Checklist for considering reasons for apparent lack of demand.
• Overly restrictive criteria for service users
• Poor performance by referral sources
• Delays elsewhere in process of selecting new service users
• Demand exists but poor reputation
• Demographic changes
• Expectation changes on the part of service users
• Changes in needs of potential service users
• Service or criteria for new services inadequately described
• Demand exists but service is located in the wrong place
If significant changes to the service are required and their importance on
a scale of 1 to 5. GCC with the Provider should evaluate the Provider’s
ability and willingness to change.
Change Importance (1 Ability of Willingness of
Required = high and 5 = Current Current Service
low) Service Provider to
Provider to Change
Change
Examples:
Change in 1
operational
policies
Current Provider 1
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 16 of 23
to enter new
partnership with
another Provider
Change to service 1
users served
GCC to record the outcomes of the discussions with the Provider
and any actions agreed.
Demand
Summary assessment of Provider performance by GCC
All statements should be evidenced (i.e. by identifying the source of
information which has led to view of strategic relevance being recorded)
or otherwise, identified as based upon supposition. This will be
particularly important if assessments are going to be shared between
authorities.
Action required by Provider.
Example: referrals to come from Homelessness Service in accordance
with agreed set of criteria.
Action required by GCC.
Example: Homelessness service to ensure that referrals provided within
2 weeks of notification of vacancy, beyond which, the cost of void will be
met or the Provider may seek referral elsewhere.
Cost of the Service
GCC should work with the Provider to document its assessment and
agree the action required.
Cost Effectiveness
Summary assessment of Provider performance by GCC
All statements should be evidenced (i.e. by identifying the source of
information which has led to view of strategic relevance being recorded)
or otherwise, identified as based upon supposition. This will be
particularly important if assessments are going to be shared between
authorities.
Action required by Provider.
Example: in house team to reduce costs in line with other projects
serving comparable needs.
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 17 of 23
Action required by GCC.
Example: needs of residents and implications for staff cover/costs to be
reviewed again in 3 years time.
Impact upon service operation and quality.
Example: the agreed reductions to funding level will mean a reduction in
staff cover for the project to 25 hours per week, in line with the
decreasing needs of current residents.
Quality and Effectiveness
GCC may need further information, such as:
• Asking the Provider for evidence of performance in particular areas
• Following up on the initial feedback provided by stakeholders
• Auditing the Provider’s self assessments in particular areas
• Visiting the service
• Conducting interviews with a selection of service users
• Reports from other regulators, where available
If significant changes to the service are required, GCC with the Provider
should evaluate the Provider’s ability and willingness to change.
Change Importance Ability of Willingness of
Required (1-5) Current Current Service
Service Provider to
Provider to Change
Change
Examples:
Change in
operational
policies
Current Provider
to enter new
partnership with
another Provider
Change to
service users
served
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 18 of 23
GCC to record the outcomes of the discussions with the Provider
and any actions agreed.
Regular Review
Summary assessment of Provider performance by GCC
All statements should be evidenced (i.e. by identifying the source of
information which has led o view of strategic relevance being recorded)
or otherwise, identified as based upon supposition. This will be
particularly important if assessments are going to be shared between
authorities.
Action required by Provider.
Example: introduce a process of regular review to see if needs have
changed by a specified date.
Action required by GCC.
Examples:
Full contract/SLA to be conditional upon achievement of set targets;
Service to be reviewed again at an early stage to assess general
progress in this area.
Provider Capacity
This stage identifies the reasons for inadequate capacity and will
establish targets for remedying this and identifies resources that may be
required in order to achieve targets.
GCC should encourage and support Providers, particularly small,
specialist or new providers, to assist them in meeting the requirements
of this section.
Moving to Third Stage
GCC will invoke the third stage in the following circumstances:
• The service does not meet the strategic aims of the relevant client
sections and the Provider and is unwilling and unable to make the
changes necessary for the service to meet the strategic aims
• Demand for the service is low and likely to remain low, and the
Provider is unwilling or unable to make changes to bring the service
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 19 of 23
to an acceptable standard
• The quality of the service may not be acceptable to GCC
• The cost of the service is unreasonably high and the Provider is
unwilling or unable to reduce costs to a reasonable amount
The following factors will assist in deciding whether to move to the
third stage:
Issues to be Addressed Relevance and Proposals
What will the impact of the
changes be on current service
users?
Are there satisfactory
alternative Providers?
What will the impact of the
changes be on linked
services?
What will the impact of the
changes be for any publicly
funded capital assets
employed in the service?
What will be the impact of the
changes on the viability of the
current Provider?
Will new capital funds be
required and available?
Will new revenue funding be
required and available?
Recommendation following completion of second stage review should
be detailed in the Service Review Report. The provider should review
the report containing the proposed changes and submit a response to
GCC.
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 20 of 23
Third Stage Assessment
DECISION TO WITHDRAW FUNDING
Stage one and two must firstly be completed and any appeal made,
considered.
Who Makes Decision
Decision to withdraw ratified by elected members/agreed designated
officer.
Reasons for withdrawal to be recorded.
Cross Authority Services
All affected authorities to be involved in review process and consulted on
closure of service.
Risk Assessment
Prior to withdrawal, a risk assessment should be carried out to consider
the impact of the decision on:
• Service users (what will be the impact on the withdrawal of funding?)
• The wider community
• The effect on other Providers and their ability to meet increased
demand for services
• Other strategies (how will the decision impact on other strategies?)
• Other statutory agencies (will the decision have an impact on other
agencies?)
• The closure of a service for people with mental health problems may
impact upon the health service (even if the only revenue is from
Social Work Services)
• Elected members (if members are not the final decision makers on
service closure, they should be advised and consulted prior to
closure)
• The financial viability of the Provider must be considered, particularly
if the local authority wishes them to continue to provide other services
in their area
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 21 of 23
Challenge to the Decision
Providers, to whom stage three applies, have the right to challenge any
decision to withdraw funding.
Action Planning
Following notification to the Provider that funding will cease; GCC and
the Provider to agree an action plan for the service.
The action plan will include:
Action Lead Officer Timescale
Communications strategy (to
include press, service users,
members and other
stakeholders).
Notifying and involving service
users and potential users of the
service.
Liaison with other relevant
stakeholders, including
statutory bodies, voluntary
organisations and other
providers who will be affected.
Seeking alternative revenue
streams, where appropriate.
Alternative service provider,
where appropriate.
Decanting procedure, where
appropriate.
Communications
Changes to a service need to be appropriately communicated.
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 22 of 23
Seeking Alternative Revenue Funding
The provider may source alternative revenue funding in order to
continue providing the service.
Remodelling/Reprovisioning/Reshaping Service
In certain circumstances Housing Support service can continue with no
Supporting People funding. This would only be viable if the service
provided consisted of intensive Housing Management and Care instead
of Housing Support. The service may also choose to provide support to
a client group with minimal service needs.
Service Closure
The temporary or permanent closure of the service may require
decanting tenants from the property, either temporarily or permanently,
whilst a service is remodelled or re-provisioned.
Each decant requires a plan specific to that service, which takes into
account, the following factors:
Security of tenure of the service users
The service user’s vulnerability/dependency and the effect of decanting
on their welfare;
The service user’s length of stay in a service
Alternative arrangements for provision of the service are in place
Consideration should be given to what assistance can be given to the
service user in securing alternative accommodation and in resettlement
Service users views of the proposed changes
Compensation for Home Loss and Disturbance
Tenants who are decanted may be entitled to compensation under the
Land Compensation (Scotland) Act 1973, amended by the Planning and
Compensation Act 1991.
Document Ref No: GCOM-030-04 (Template 1) Version: 1 Document Type: Procedure
CS Local Filename: GCOM-030-04 (Template 2) Pages: 23 of 23
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