Out of Hours Community Response Service for Telecare

Out of Hours Community Response Service for Telecare

The service required is an out of hours community response service e.g. evenings; weekends and Bank Holidays, throughout the county of Denbighshire for those people who are currently in receipt of a Telecare Service and require a response other than the emergency services, unpaid carers, family or friends.

CONTRACT NOTICE – NATIONAL

SERVICES

1 Authority Details

1.1

Authority Name and Address


Denbighshire County Council

County Hall, Wynnstay Road,

Ruthin

LL15 1YN

UK

Emily Jones-Davies

+44 1824712677
denbighshire.gov.uk

1.2

Address from which documentation may be obtained


Denbighshire County Council

Social Services – Contracts, Ty Nant, Nant Hall Road,

Prestatyn

LL19 9LG

UK

Emily Jones-Davies

+44 1824706629

emily.jones-davies@denbighshire.gov.uk
denbighshire.gov.uk

1.3

Completed documents must be returned to:


Denbighshire County Council

Social Services – Contracts, Ty Nant, Nant Hall Road,

Prestatyn

LL19 9LG

UK

Emily Jones-Davies

+44 1824706629

emily.jones-davies@denbighshire.gov.uk
denbighshire.gov.uk

2 Contract Details

2.1

Title

Out of Hours Community Response Service for Telecare

2.2

Description of the goods or services required

Denbighshire has had a successful Telecare Out Of Hours response service for several years. It is now looking to tender the service until 31st March 2017.

The service required is an out of hours community response service e.g. evenings; weekends and Bank Holidays, throughout the county of Denbighshire for those people who are currently in receipt of a Telecare Service and require a response other than the emergency services, unpaid carers, family or friends.

.

The Provider will be flexible to the changing and varying needs of the people who use the Telecare service, providing innovative solutions and work proactively with the Council and all partner agencies, including Telecare Monitoring Centre to provide a quality service.

The strategic objectives that relate to the Out of Hours Community Response service are:

Preventing unnecessary admission to hospital/care home

Reducing readmissions to hospital

People’s reported health and well-being improved

Re-assured informal/family carers, enabling continuation in the caring role for longer

Service user/patient and carer satisfaction

Ability to better meet the needs of the local community, particularly rural areas

Reduce care costs

Support independence

The successful Provider will provide a community response service between the hours of 5.30pm – 8.00am 7 days a week, 365 days a year.

The successful Provider will also provide a community response service 24 hours a day over the weekend i.e. from 5.30pm Friday until Monday 8.00am and all Bank Holidays.

The service is required for the whole of Denbighshire.

The provider shall provide a community response service to service users’ who are in receipt of telecare where:

they are unable to identify ‘key holders’, or

the named the ‘key holder’ cannot be contacted, or

it is more appropriate for a Mobile Responder to attend, eg personal care

The Provider will be notified by the Telecare Monitoring Centre when a mobile responder is required to attend a Service User’s home.

Following receipt of a call which requires a mobile response and on arrival at the Service Users home, the staff will carry out as a minimum the following actions:-

Ascertain the nature of the problem and arrange appropriate assistance

Provide comfort, support, reassurance and personal care and ensure the person is safe and secure, while waiting for assistance, if required. If the situation requires a more complex response than the agreed response protocols determine, the Service Provider will seek assistance from the appropriate organisation for example, Emergency Duty Team or Ambulance Service.

Where appropriate provide a moving/handling service, to assist the Service User to a chair/bed using the appropriate equipment/techniques, having undertaken a risk assessment following the agreed procedure.

Provide an emergency response for limited maintenance to include replacement of batteries and installing a replacement unit in a crisis situation for which equipment will be provided and training given.

Upon completion of the response call, feedback as to the outcome must be provided to the Telecare Monitoring Centre, the feedback should be given from the Service User’s home via the alarm system.

Ensure the security of the property on leaving the building.

The Service Provider must endeavour to arrive at the Service User’s home and gain access within 1 hour of receiving the call, and also in accordance with clause 5.2 above.

The Service Provider must have procedures in place to record the actions taken during the call out and the outcome of the visit. The Service Provider will have a procedure in place with the Telecare Monitoring Centre, for exchange of information and protocols for requesting Mobile response and subsequent feedback of the outcome.

The Service Provider shall have procedures in place with the Telecare Service Provider to ensure that an appropriate risk assessment has taken place and where it is believed that the Service User may present with difficult/challenging behaviour, that staff receive the appropriate training to deal with this. If a Service User’s behaviour becomes unmanageable, then this should be reported to the relevant Council to enable a review of their needs to be made.

The Service Provider will ensure that the Community Response Service has suitable transport facilities and staffing resources. All vehicles must be road worthy, be appropriately insured, comply with all relevant legislation and be clean and well maintained.

The Service Provider will have procedures in place to ensure that responses are appropriately prioritised and have a contingency in place to ensure that demand can always be met.

The Service Provider will:

Have an extensive experience and a proven track record in providing a similar response service and/or care provision

Experience of working with local government

Proven track record in a wide range of personal care from dementia, vulnerable people, illness and falls etc

CSSIW registered Domiciliary Care Agency or equivalent

Evidence of suitable training undertaken

Fully DBS checked

An understanding of Telecare Services is desirable, although training will be provided

The Provider is signed up to the Regional Approved Provider List

The Provider must ensure that staff have:

The communication skills , both written and verbal, to enable good reporting between themselves, the service user, the call centre and the purchaser

The ability to reach any area of the County within 1 hour of receipt of the call

The ability ti prioritise calls

The ability to risk assess

2.3

Notice Coding and Classification

98000000 Other community, social and personal services

1013 Conwy and Denbighshire

2.4

Total quantity or scope of tender

Denbighshire presently has a population of around 97,000 with approximately 2,450 dispersed connections of which approximately 55 service users have no named responders, other than the emergency services. During 2013/14 the Provider was called to respond 130 times.

Denbighshire do not expect the cost of the service to exceed £25,000 per annum

3 Conditions for Participation

3.1

Minimum standards and qualification required

The Service Provider will:

• Have an extensive experience and a proven track record in providing a similar response service and/or care provision

• Experience of working with local government

• Proven track record in a wide range of personal care from dementia, vulnerable people, illness and falls etc

• CSSIW registered Domiciliary Care Agency or equivalent

• Evidence of suitable training undertaken

• Fully DBS checked

• An understanding of Telecare Services is desirable, although training will be provided

• The Provider is signed up to the Regional Approved Provider List

4 Administrative Information

4.1

Type of Procedure

Single stage – Any candidate may submit a tender.

4.2

Reference number attributed to the notice by the contracting authority

TC/04/07/14

4.3

Time Limits

a) Time-limit for obtaining documentation 27-06-2014

b) Time-limit for receipt of completed tenders
    04-07-2014  Time  12:00

c) Estimated award date 11-08-2014

4.5

Language or languages in which tenders or requests to participate can be drawn up

EN 

4.6

Tender Submission Postbox

5 Other Information

5.1

Additional Information

(WA Ref:10143)

5.2

Additional Documentation

5.3

Publication date of this notice

 13-05-2014

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