for 2015/16. market oversight reportdemocracy.rochdale.gov.uk/documents/s47125/market oversight...

Market Oversight Report for 2015/16.

Market Oversight

www.rochdale.gov.uk 1

The information provided below shows commissioning activity for Quarters 1- 4 2015/16

Contents include:

Quality Assurance Reviews

CQC Ratings

Market Oversight feedback

Satisfaction results

Market Oversight


Service Providers reviewed by Quarter 2015/16 for all client groups

42

7 6 52

44

23

7

4

1415

38

7

3 0

30

21

2 3 0

Older People Learning Disability Mental Health Physical Disability Prevention0

10

20

30

40

50

Quarter 1 (Apr- Jun) Quarter 2 (Jul- Sep) Quarter 3 (Oct- Dec) Quarter 4 (Jan- Mar)

Providers reviewed by quarter

Reviews broken down by In Borough & Out of Borough

Quarter 1 (Apr-Jun) Quarter 2 (Jul-Sep) Quarter 3 (Oct-Dec) Quarter 4 (Jan-Mar)

In Borough

Out of Borough

In Borough

Out of Borough

In Borough

Out of Borough

In Borough

Out of Borough

Older People 18 24 8 36 7 8 25 5Learning Disability 7 - 23 - 38 - 21 -Mental Health 6 - 5 2 3 4 1 1Physical Disability 3 2 4 - 3 - 3 -Prevention Services 1 - 14 - 0 - 0 -

Learning Disability, Mental Health, Physical Disability and Prevention Services do not differentiate between in borough and out of borough reviews. These are classed as one.

Market Oversight


CQC Inspections split by individual ratings (Apr- Mar 2016) for all client groups

In borough Out of boroughOutstanding 1 0Good 24 22Requires improvement 26 17Inadequate 0 2

1

2426

00

22

17

2

Outstanding Good Requires improvement

Inadequate0

5

10

15

20

25

30

In borough Out of borough

Overall CQC ratings Apr- Mar 16

Market Oversight


CQC Apr- Mar 16Service name Authority

Where Services are

Delivered

Overall rating

Safe Effective Caring Responsive Well led

Homecare Support - Human Support group Rochdale Good Good Good Good Good Good

Four Seasons Care Home (Bolton)

Bolton Inadequate Inadequate Inadequate Inadequate Inadequate Inadequate

Rosemary Care Home Rochdale Requires Improvement

Requires Improvement


Good Requires Improvement


Stansfield Hall Rest Home Rochdale Good Requires Improvement

Good Good Good Good

Littleborough HFE Rochdale Good Good Good Good Good Requires Improvement

Brookfield Care Home Prestwich Requires Improvement


Good Good Good Requires Improvement

MENCAP Rochdale Good Good Good Good Good GoodWalshaw Hall Care Home OOB

Bury Requires Improvement



Market Oversight


Briarmede Rest Home Rochdale Requires Improvement





Burrswood House Bury Requires Improvement



Chestnut Court Care Home




2 Arbury Avenue Rochdale Good Good Good Good Good Good

Pendleton Care Ltd t/a Potens Rochdale Good Good Good Good Good Good

Braeside Dual Home Rochdale Good Good Good Good Good Good

Abbeywood Tottington Limited

Bury Good Good Requires Improvement

Good Good Good

Browfield Residential Home Limited




Good Good Good

Highfield House Rochdale Requires Improvement


Good Good Requires Improvement

Good

Ashgrove House Care Limited

Oldham Requires Improvement



High Barn Rochdale Good Good Good Good Good Good

Lyndhurst Residential Care Home

Rochdale Requires Improvement




Market Oversight


The Willows Salford Requires Improvement

Inadequate Requires Improvement



Holt House Bury Good Good Good Good Good Good

Rookwood Residential Care Home

Bury Good Good Good Good Good Good

Marland Court Rochdale Good Good Good Good Good Good

Alternative Futures Group Limited

Rochdale Good Good Good Good Good Good

Thorne House Doncaster Good Good Good Good Good Good

Ashbourne House Nursing Home






Harelands House Rochdale Good Good Good Good Good GoodCambian - The Fields Sheffield Good Good Requires

improvementGood Good Good

Four Seasons Bolton Requires Improvement






Wilsic Hall College Doncaster Good Requires Improvement

Good Good Good Good

Heritage Homecare Services

RochdaleRequires

ImprovementRequires

ImprovementRequires

ImprovementGood Requires

ImprovementRequires

Improvement

Home Instead Rochdale Good Good Good Good Good Good

Avonbloom Blackpool GoodRequires

improvement Good Good Good Good

Market Oversight


Bridge House (Bury) Bury Requires Improvement




Good Good

Lakeside Dual Home Rochdale Requires Improvement






Leonard Cheshire (Windermere) Cumbria Good Requires

Improvement Outstanding Good Outstanding Good

The Rowans Cheshire East Requires Improvement


Requires Improvement Good Good Requires

Improvement

Newmark (Previously Roshni Respite)

Rochdale Good Good Good Good Good Good

Belvoir Dual Reg Home Rochdale Good Good Good Good Good GoodHeightside House Lancashire Requires

ImprovementRequires

ImprovementRequires

ImprovementRequires

ImprovementRequires

ImprovementRequires

Improvement

Crossroads Home Care Rochdale Good Good Good Good Good GoodHonresfeld Cheshire Home





Asquith Hall Calderdale Good Good Good Good Good Requires Improvement

Gorsey Clough Private N.H




Good

Heathcote (Middleton) Rochdale Requires Improvement





Belgravia House Blackpool Good Requires improvement

Good Good Good Good

Market Oversight


Meadow View Care Home Rochdale Requires Improvement


Good Good Requires improvement

Good

Almond Villas Blackburn Good Good Good Good Good GoodDarnton House Tameside Inadequate Inadequate Inadequate Inadequate Inadequate InadequatePossAbilities - Leighton House

Rochdale Good Requires improvement

Good Good Good Good

Langfield Dual Home Rochdale Good Good Good Good Good GoodCastlerock Care Services Rochdale Requires

ImprovementRequires

ImprovementGood Good Requires

ImprovementRequires

Improvement

Dawn Charlesworth & Cheryl Ince- PARK VIEW


Passmonds Dual Reg Home




Brookvale Home Bury Good Good Requires Improvement

Good Good Good

Thorncliffe Grange Nursing Home

Tameside Good Good Good Good Good Good

The Fountains Nursing Home

Salford Requires Improvement






Carders Court - BUPA Rochdale Requires Improvement



Good Good Good

PossAbilities - LD Community Support Team

Rochdale Outstanding Good Good Outstanding Good Outstanding

Market Oversight


PossAbilities - Shared Lives


Shared Lives - Adult Placements


Shared Lives - Supported Placements


Grassendale Liverpool Good Good Good Good Good GoodCleggsworth Care Home Rochdale Good Requires

improvementGood Good Good Good

PSS St Helens Good Good Good Good Good GoodBriar House Rochdale Requires

ImprovementRequires

ImprovementRequires

ImprovementGood Good Good

York House Wakefield Requires Improvement



20 Manor Mill Close Rochdale Requires improvement

Requires improvement

Good Good Requires improvement

Requires improvement

42 Mount Street Rochdale Requires Improvement




Flat 13, Charles Mews, Charles Lane





Millfield Dual Home Rochdale Requires Improvement



Wellesley House Bury Good Good Good Good Good GoodApsley House Rochdale Good Good Good Good Good Good

Market Oversight


Ashbourne Dual Reg Home (Norden)


Inadequate Requires Improvement




Heywood Court Nursing Home




Good Good Good

Belgravia Care Blackpool Good Requires Improvement

Good Good Good Good

Carders Court Rochdale Requires Improvement



Good Good Good

Deafness Support Network




Chaffinch Residential Care Hme


Wellesley House Bury Good Good Good Good Good GoodBlackcliffe Ltd- The Lakes Tameside Requires

ImprovementRequires

ImprovementGood Good Requires

ImprovementRequires

Improvement

Four Seasons Rest Home Rochdale Requires Improvement




Homecare4U Rochdale Rochdale Good Good Good Good Good GoodChadderton Total Care Unit Limited

Oldham Requires Improvement





Market Oversight


The Fountains Nursing Home

Salford Requires Improvement






Little Heaton Care Home Rochdale Requires Improvement




Community Careline Services

Rochdale Good Requires Improvement

Good Good Good Good

Springbank Rest Home Rochdale Good Requires Improvement

Good Good Good Good

Newhey Manor Residential Care Home




Good Good Good

Parklands Residential Care Home

Cheshire East Requires Improvement





Bury DCA Rochdale Good Good Good Good Good GoodSpringfield Park Nursing Home





Good

Greave Project Rochdale Good Requires Improvement

Good Good Good Good

Sevacare - Oldham Oldham Good Good Good Good Requires Improvement

Good

Moor Park House Limited Lancashire Good Good Good Good Good Good

Market Oversight


Adult Care Market Oversight feedback

Adult Care Commissioning Team record issues regarding commissioned services. A summary of the information for April to March 2016 is included in the table below:

COMMISSIONING TEAM INFORMATION Quarter 1 Quarter 2 Quarter 3 Quarter 4

Number of complaints received 7 67 52 48

Complaints resolved 5 37 28 20

Outstanding complaints 0 18* 10 6

Complaints transferred to other departments external to the Commissioning team

2 12 14 22

Compliments to Adult Care Commissioning about providers 0 0 0 0

Market Oversight


75 0 2

67

37

1812

52

28

10 14

48

20

6

23

Number of complaints received

Complaints resolved Outstanding complaints

Complaints transferred to other

departments external to the

Commissioning team

010203040506070

Quarter 1Quarter 2Quarter 3Quarter 4

Commissioning Complaints log

There has been a considerable increase in the volume of concerns received since Quarter 2, the reason for this is that processes have been put in place to systematically log concerns sent to the Commissioning Complaints inbox which then feed into our Complaints database. Previous to this, minor concerns were resolved on an informal basis. The Commissioning Complaints inbox has been widely promoted as a point of contact within the Care Management teams; this could be a contributory factor in the increase.

*Of the outstanding concerns raised, the majority are around issues with care management, missed visits, late visits, failure to meet care standards, missed medication, inefficient/ ineffective staff and poor service delivery. The table below gives a more detailed breakdown of the themes reoccurring:

Market Oversight


The issues being raised have been investigated with care providers to support them to address the concerns raised. Contract Managers continue to work with providers to ensure high standards of care provision for service users.

Reoccurring Themes Missed visits/ Late visits 29%Carers 17%Medication 7%Hygiene 6%Incidences in the home 3%Procedures not followed 2%Management of the home 3%Care Management 16%Food/ Meal times 3%Safeguarding 1%Care Plans not followed 2%Fee increase requests 1%Faulty equipment 1%Neglect 1%Staffing 1%Other 9%

30

17

7 6

3 2 3

16

3 1 2 1 1 1 1

9

Missed vi

sits/

Late vi

sitsCare

rs

Medicatio

n

Hygiene

Incidence

s in th

e home

Procedures n

ot follo

wed

Manag

ement of th

e home

Care M

anag

ement

Food/ M

eal tim

es

Safegu

arding

Care Plan

s not fo

llowed

Fee in

crease

requests

Faulty

equipment

Neglect

Staffin

gOther

05

101520253035

Reoccuring themes

Market Oversight


Commissioned Provider Concerns

Adult Care Commissioning Team collects information from providers about the concerns that they receive and manage internally. This has been done on an annual basis as part of the quality monitoring process.

144 emails were sent out to providers within the Rochdale region with a response rate of 30%, 43 responses were collated, which is a reduction of 2 from the previous quarter. Responses are low but we will continue to aim for an increased number of responses in future reports however obtaining the information from providers has been very difficult.

A summary of the information for April to March 2016 is below:

PROVIDER INFORMATION Quarter 1

Quarter 2

Quarter 3

Quarter 4

Number of complaints received 81 45 45 43

Number of complaints resolved 69 42 39 34

Number of outstanding complaints 12 3 5 10*

Compliments to providers 301 227 169 110

81

69

12

45 42

3

4539

5

44

34

10

Number of complaints received

Number of complaints resolved

Number of outstanding complaints

0

10

20

30

40

50

60

70

80

90

Quarter 1Quarter 2Quarter 3Quarter 4

Provider Complaints information

Market Oversight


*Of the 10 outstanding concerns in Quarter 4, issues have been around staff attitude, care management, failure to meet standards and a lack of communication.

Since quarter 2, we have begun to ask providers to categorise the complaints they receive. Of the providers that have attempted to do this, the graph below illustrates the kind of concerns being raised:

ThemesQuarter

2Quarter

3Quarter

4Staff attitude 6 9 5Ineffective/inefficient staff 3 6 4Service change/denial 0 0 2Failure to meet standards 2 1 3Inadequate facilities 0 0 2Lack of communication 4 3 4Abuse/ill treatment 2 0 1Other 6 8 5

Of the 5 that have been categorised as ‘Other’, these complaint have been around incidences and ill feelings around the home, such as service user belongings being misplaced, unhappy with the interior decoration and furniture being unhygienic, service users not happy with room changes and carers.

6

3

0

2

0

4

2

6

9

6

01

0

3

0

8

54

23

2

4

1

5

Staff a

ttitude

Ineffecti

ve/in

efficien...

Servi

ce ch

ange

/denial

Failu

re to m

eet stan

dards

Inadequate

facili

ties

Lack

of communica

tion

Abuse/ill tr

eatment

Other 0123456789

10

Quarter 2 Quarter 3 Quarter 4

Number of complaints recieved by type

Market Oversight


Satisfaction Questionnaires Q1-4 (Apr- Mar)

Questionnaires Count % responseFamily 109 16%Service User 230 33%Staff 351 51%

109

230

351

0 50 100 150 200 250 300 350 400

Family

Service User

Staff

Number of questionnaires recieved

The intelligence gained from gathering satisfaction data helps determine the Quality Assurance Officers focus for the quality assurance visits.

Market Oversight


A sample of the responses from the 15-20 questions in the Satisfaction questionnaires is illustrated in the table below.

Service User Satisfaction % satisfied % fairly satisfied % dissatisfied

The support I get works well 83% 16% 2%

I feel safe where I live 91% 8% 1%

Staff listen to me and what I want 80% 20% -

The people who support me understand me 81% 18% 1%

Families Satisfaction Always Sometimes Never

The support my family member receives works well 81% 18% 1%

My family member feels safe where they live 92% 8% 0%

Staff listen to my family member and what they want 92% 9% 0%

I am able to be involved in developing support plans and reviewing them with my family member if I want to 73% 18% 10%

Market Oversight


Staff Satisfaction Always Sometimes Never

I have access to clear records on how a client wants to be supported and I consistently use this on a day to day basis and update this regularly

93% 6% 1%

I am part of a team which believe that people should have maximum choice and control in their lives, as part of a local community

89% 10% 1%

I can see that staff are carefully matched to people and rotas are personalised to all clients

60% 36% 3%

I work in a way that ensures that risk are thought through in a person centred way, with the person and family centrally involved

90% 10% 0%

I receive training and personal development in areas that I need to do my job

91% 8% 1%

for 2015/16. market oversight reportdemocracy.rochdale.gov.uk/documents/s47125/market oversight...

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