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Inspection report

Date of Inspection: 11 January 2011
Date of Publication: 9 February 2011
Inspection Report published 9 February 2011 PDF

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People should get safe and coordinated care when they move between different services (outcome 6)

Meeting this standard

We checked that people who use this service

  • Receive safe and coordinated care, treatment and support where more than one provider is involved, or they are moved between services.

How this check was done

Our judgement

We found systems and processes in place to ensure people who use services receive safe and coordinated care, treatment and support where more than one provider is involved, or where they are moved between services. No gaps in assurance or areas of concern were identified during the assessment of this outcome for this location.

User experience

It was not possible to gain the direct views of people who use the service for this outcome on this review. The 2010 survey of people who use community health services found that this provider scored 8.5 out of 10 (expected range 8.1 to 8.7) in comparison with other NHS trusts nationally against three questions about the care coordinator role. The survey demonstrated that the majority of respondents to the survey were aware of who their named care coordinator was at this provider.

Other evidence

The provider declared compliance with this outcome at this location at registration with CQC in April 2010. The current provider level QRP was not currently risk rated as it contained insufficient information.

None of the external stakeholders referred to within outcome one who responded raised any areas of concern specifically relating to this location or outcome. NHS Sheffield made a number of positive statements regarding this provider including that they had developed productive and effective relationships over the last two years and engaged well at strategic and operational levels, which included stating that they had strengthened the monitoring and management of quality elements of the contract.

As part of the assessment of this location the provider submitted a detailed provider compliance assessment for this outcome which explained how the provider was meeting each individual prompt. To highlight just a few examples, we found that the provider was able to demonstrate an identified lead responsible for the care, treatment and support of persons who use services was able to coordinate transfer or discharge between other services and providers. A range of policies and other guidance documents were available that make this coordinators role clear, for example, the CPA pathway and process to ensure relevant information about people who use services is passed confidentially between services, and other providers.

We found that all those services involved in leading the coordinator role was set out in a range of documents with key stakeholders, for example, the partnership agreement with Sheffield City Council, the contract with NHS Sheffield and memorandum of understanding agreement with South Yorkshire Police. These documents have been reviewed regularly at the appropriate meetings, for example, quality and performance meetings with NHS Sheffield. The provider explained how it has been able to cooperate in a planned and coordinated way toward a major incident or emergency situation. The provider has an emergency planning manager, named executive lead and processes are in place as set out in a major incident plan, which includes consideration of the Civil Contingencies Act 2004. An example was given as to preparations were made across the community for the potential flu pandemic during 2009 which showed partnership working across the NHS, City Council and emergency services.

The provider explained a range of ways how it provides information and supports people who use services to access these other services should they require. For example, there is a booklet called the Sheffield Mental Health Guide (available in hard copy and electronically). This was reviewed and found to contain a large range of services with contact details from the voluntary, private and public sectors.

Additional evidence was sought from the provider in the form of an annual team governance report for Rowan ward covering the period April 2009 to March 2010. The report contained a section on ‘partnerships’ and outlined updates regarding a range of services with other partners.