Care Group Specific Detail Different to Generic Document s2

Changes Document

Additions/Amendments Deletions Care Group specific detail different to Generic Document

HSE Community Health Organisation Or National Office

[THE PROVIDER] Care Group: OLDER PERSONS

SERVICE ARRANGEMENT

PART 2 OF ARRANGEMENT –SERVICE SCHEDULES – 2017 2018

These schedules should be indexed as appropriate in Part 1 of the Service Arrangement

The Schedules include detailed instruction which form part of the conditions of funding and should not be removed, some detailed instruction for schedule completion and examples have been provided which may be deleted.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 1 Alterations to legal clauses or official text in this contract are strictly prohibited Only Items in Blue Text may be deleted.

For 2017 2018 CHO Care Group Schedules may be combined by including relevant individual schedules and indexing them as A, B, C, etc. for single sign off by Chief Officer and the Authorised Signatory of the Agency

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 2 Alterations to legal clauses or official text in this contract are strictly prohibited TABLE OF CONTENTS

SCHEDULE 1 - Contact Details Part A – The Executive Part B – The Provider

SCHEDULE 2 - Quality and Safety

SCHEDULE 3 - Service Delivery Specification

SCHEDULE 4 - Performance Monitoring

SCHEDULE 5 - Information Requirements

SCHEDULE 6 - Funding

SCHEDULE 7 - Insurance

SCHEDULE 8 - Complaints

SCHEDULE 9 - Staffing

SCHEDULE 10 - Change Control

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 3 Alterations to legal clauses or official text in this contract are strictly prohibited SCHEDULE 1

Contact Details Purpose The purpose of this schedule is to set out the key contact details of both the Executive and the Provider. Part A – The HSE Community Health Organisation Number Or National Office Name Chief Officer/Equivalent Name Chief Officer/Equivalent Address:

Telephone Number: Fax Number: E-mail: Main contact person: (This is the nominated key contact person who will have operational responsibility for the contract) Authorised signatory: (This is the person who has been assigned responsibility for signing service arrangements) This should be in line with National Financial Regulations as appropriate)

This should not be confused with the authorised signatory for Garda vetting. Service Lead: (Please expand as necessary, for each relevant service category and/or geographic area) Department/Specific area of responsibility: Address: Telephone Number: E-mail: H.R. Contact: Address: Telephone Number: E-mail: Finance Contact: Address: Telephone Number: E-mail: CHO Quality & Patient Safety Officer: (or where funding area is not a CHO, please insert the appropriate alternative) Address: For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 Alterations to legal clauses or official text in this contract are strictly prohibited Telephone Number: Email: Emergency Contact: (Ref: Local emergency/crisis protocol) Address: Telephone Number: E-mail:

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 5 Alterations to legal clauses or official text in this contract are strictly prohibited 5 Part B – The Provider Details below must pertain to the actual owner and not the Guarantor Registered Name: (Legal Entity) Trading Name: Address:

Legal Status: For incorporated entities, please note changes to the categorisation of companies under the Company’s Act 2014.

You will need to have registered your company as appropriate by the 31st August 2016 and are required to change your registered name to include the relevant designation.

All information regarding this process is available on the Company Registration Office Website link below. https://www.cro.ie/New-Act-2014/Need-to- Convert/ Registered Company Number: Tax Clearance Number: Tax Registration Number: (The Provider is deemed to give permission to the HSE to verify the Tax Cleared position on-line) Parent organisation Name and Address: (Where an organisation is a subsidiary of a national organisation) Franchise organisation Name and Address: (Where the legal entity is operating as a franchise) Main Contact Person: (This should be the person who has overall responsibility for execution of the contract and will be the key contact person with the Executive.) Chief Officer/Director or appropriate senior official (please give title): Chairperson: Authorised signatory: (This should be the person authorised by the Board of the Provider to sign the Service

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 6 Alterations to legal clauses or official text in this contract are strictly prohibited 6 Arrangements) CEO / Chairperson or Equivalent (Senior Person delegated by the Board)

Address: Telephone Number: Email: Service Lead/s Expand where appropriate to each service type and/or geographic area. Specific area of responsibility: Address: Telephone Number: E-mail: Finance Contact: Address: Telephone Number: E-Mail: H.R. Contact: Address: Telephone Number: E-mail: Emergency Contact: (Ref: Local emergency/crisis protocol) Address: Telephone Number: E-mail: Information on Guarantors if applicable This Service Arrangement must include all relevant parties.  The company providing the service  Guarantors (Owners of the Facility) Registered Name: Address:

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 7 Alterations to legal clauses or official text in this contract are strictly prohibited 7 SCHEDULE 2

Quality and Safety

Purpose This schedule should specify the quality service standards, and service assurance aspects which must be adhered to by the Provider in consideration for the funding (see Schedule 6, Funding) provided by the Executive.

The Web-link document outlining legislation, policies, standards, codes of practice etc referenced below is available on the following link. Agencies must download and review this listing, and are required to comply with all relevant regulation. The listing is relevant at this point in time and you will need to ensure you have appropriate structures and systems to be aware of any updates as relevant to your organisation.

The Web-link Document referenced below is available on the following link: http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/Policies,_Procedures,_ Guidelines,_Codes_of_Practice,_Legislation.html

The listing is provided as an aid to Agencies in accessing the pertinent statutory regulation, codes of practice, standards and quality assurance programmes applicable under the Service Arrangement, it is not an exhaustive listing and Providers must ensure that they have adequate systems in place to identify and comply with all their Legal, Regulatory and professional responsibilities with regards codes of practice, standards and quality assurance requirements in the delivery of the services. Where HSE specific policies, standards or codes are included, the Provider must ensure it has equivalent standards /policies /codes in place which reflect the principles outlined, in a manner relevant to the Providers individual structure

1. Mission Statements:

This section contains the mission statements of both the Executive and the Provider.

The mission of the Health Service Executive is:

People in Ireland are supported by health and social care services to achieve their full potential.

People in Ireland can access safe, compassionate and quality care when they need it.

People in Ireland can be confident that we will deliver the best health outcomes and value through optimising our resources.

To enable people live healthier and more fulfilled lives

The mission of the Provider is: For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 8 Alterations to legal clauses or official text in this contract are strictly prohibited 8 Insert details here - the Provider…

2. Corporate and Quality/Social Care Governance

Corporate, Clinical/Social Care Governance This section should provide details of the Corporate, Clinical/Social Care Governance Structure in place. Documents to be supplied and appended to these schedules (also listed in Schedule 5 information requirements) (1) Organisation Chart Governance (2) Code of Governance / Corporate and Clinical Governance policy (3) Memoranda & Articles of Association Constitution or equivalent

The Provider shall ensure it is compliant with the governance requirements outlined in Clause 14 of the Service Arrangement.

The Quality and Patient Safety Division (now Quality Improvement Division of the HSE has provided resources and guidance on Governance for Quality and Safety which is available on the HSE website and will provide support to organisations on Clinical Governance on request. A listing of the available guides is provided in the generic web-link document under the Quality Assurance Quality Improvement Resources section. http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/Policies,_Procedures,_Gui delines,_Codes_of_Practice,_Legislation.html

In 2016 the HSE introduced the ‘Framework for Improving Quality in our Health Service’, which has been described as a set of key principles that have a major influence on the way in which we deliver our services. The Framework for Improving Quality is developed to influence and guide our thinking, planning and delivery of care in our services. It is firmly orientated towards quality, safety and to improve patient experience and outcomes. It provides a strategic approach to improving quality whether at the frontline, management, board or national level. The Framework is informed by international models and evidence as well as local improvement experience and learning.

The Framework is comprised of 6 drivers/principles for improving quality: 1. Leadership for Quality 2. Person and Family Engagement 3. Staff Engagement 4. Use of Improvement Methods 5. Measurement for Quality 6. Governance for Quality

Focusing on only one of the drivers within a service will not give the desired effect for improvement. It’s the combined force of drivers working together that creates the environment and acceleration for improvement. A critical element in any movement to improve quality is putting in place the supportive structures for quality and funding leadership positions to drive

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 9 Alterations to legal clauses or official text in this contract are strictly prohibited 9 improvement in organisations.

The ‘Framework for Improving Quality in our Health Service’ has a clear aim to foster a culture of quality that continuously seeks to provide safe, effective, person centred care across all services. Building such a culture is paramount to ensure long term progress to improve quality of care.

You will find a copy of the ‘Framework for Improving Quality in our Health Service’ document along with more information on the help and support available from our website at: http://www.hse.ie/eng/about/Who/qualityandpatientsafety/qpsfocuson/Framework-for- Improving-Quality-in-Our-Health-Service.html

Quality and Safety Board Committee (As per clause 20.6 in Part 1 the Provider is required to establish a Quality and Safety Board Committee, the composition and roles of which is outlined below) –further details available at: http://www.hse.ie/eng/about/Who/qualityandpatientsafety/Clinical_Governance/CG_docs/Qua lity_and_Safety_Committees.html

. The Provider shall establish a Quality and Safety Board Committee, comprising of non- executive and executive members and Service User representatives (where appropriate), which oversees quality and safety on behalf of the Board. The Quality and Safety Board Committee operates on behalf of, and reports directly to, the Board. The Quality and Safety Committee has the following functions approved Terms of Reference and has the following Roles and Responsibilities:

. Provide a level of assurance to the Board on appropriate, governance structures, processes, standards, oversight and controls;

. Oversee the development by the executive/senior Executive Management Team of a quality improvement plan for the service in line with agreed Quality Improvement Strategy. and safety programme for the Services;

. Recommend to the Board a quality and safety programme and an executive/senior Executive Management Team structure, policies and processes that clearly articulates responsibility, authority and accountability for quality, safety, and risk management and improving quality across the Service;

. Secure assurance from the executive/senior Executive Management Team on the implementation of the quality and safety programme and the application of appropriate governance structure and processes (e.g. risk escalation) including monitored outcomes through quality indicators and outcome measures;

. Secure assurance from the executive/senior Executive Management Team that the hospital/community service is conforming with all regulatory and legal requirements to assure quality, safety and risk management; and

. Act as advocates for quality and safety issues which cannot be resolved by the executive/senior Executive Management Team, escalating them to relevant external forums. bringing them to the appropriate national regulatory forum. For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 10 Alterations to legal clauses or official text in this contract are strictly prohibited 10 . To consider in greater depth matters referred to the Committee by the Board and referral of issues to the Board for consideration when necessary.

Confirmation required that the functions outlined above for board monitoring of Quality and Service User Safety are covered by a Board Committee including Terms of Reference.

3. Regulation

Service Providers must ensure they are aware of their statutory obligations with regard to legislation and regulation.

Regulatory Bodies A full listing of the main regulatory bodies/units, is available on the web link below. http://www.hse.ie/eng/about/Who/QID/usefullnks/

Regulation: The following listing sets out those regulations which the Executive wish to highlight as particularly relevant for the services under this arrangement. The list below may not be exhaustive and may be added to as appropriate. Generic may apply to all Care Group Specific Web Link to Older Persons specific Please ensure that the generic list of documents documentation listed below: is examined thoroughly and relevant legislation, policy etc is complied with. Click http://www.hse.ie/eng/services/publications/No on web link above to access. n_Statutory_Sector/Policies,_Procedures,_Guid elines,_Codes_of_Practice,_Legislation.html Agencies must download and review this Mental Health Acts 2001 - 2008 listing. The Domestic Violence Act 1996 - 2002 The listing is relevant at this point in time, you Health (Nursing Homes) Act 1990 - 2007 will need to ensure you have appropriate structures and systems to be aware of any SI No 226/1993 Nursing Homes (Care & updates as relevant to your organisation. Welfare) Regulations 1993 SI No 227/1993 Nursing Homes (Subvention) Regulations 1993 New for 2018 SI No 223/1993 Nursing Homes (Fees) Regulations 1993 • Companies (Amendment) Act, 2017 SI No 236/2009 Care and Welfare of Residents in Designated Centres for Older Persons • Competition (Amendment) Act, 2017 Health (Charges for In Patient Services) • Criminal Justice (Withholding of Information Regulations 2005 on Offences Against Children and Vulnerable Health (Repayment Scheme) Act 2006 Persons) Act, 2012 Nursing Homes Support Scheme Act, 2009

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 11 Alterations to legal clauses or official text in this contract are strictly prohibited 11 • Health (Amendment) Act, 2017 Assisted Decision Making (Capacity) Act, 2015 • Health (Miscellaneous Provisions) Act, 2017 National Standards for the Protection and Welfare of Children (HIQA) July 2012 • Health Identifiers Act, 2014 Children First – National Guidelines for the • EU Regulation 2016/679 of the European Protection and Welfare of Children 2017 Parliament and of the Council (April 2016). (relating to Data Protection) Interim Guide for the Development of Child Protection Policy, Procedure & Practice (Tusla March 2015) New for 2018

 S.I. No 58 (2017) Health (Residential Support Services Maintenance and Accommodation Contributions) (Amendment) Regulations 2017

4. Quality and Standard Codes of Practice

A: Quality and Standards in Place: This section should specify the additional particular actions the Provider should be implementing to ensure quality and service standards. This list may not be exhaustive and may be added to if appropriate. Any of the internal policies and procedures may be requested by the Executive for review and approval, in addition the Executive may seek evidence of the Provider’s compliance with same. The Provider shall comply with any such request. Generic May apply to all Care Group Specific Please ensure that the generic list of documents is Web Link to Older Persons specific examined thoroughly and relevant legislation, documentation listed below: policy etc is complied with. Click on web link above to access. http://www.hse.ie/eng/services/publications/ Non_Statutory_Sector/Policies,_Procedures, Agencies must download and review this listing. _Guidelines,_Codes_of_Practice,_Legislatio n.html The listing is relevant at this point in time, you Strategy to Prevent Falls and Fractures in will need to ensure you have appropriate structures and systems to be aware of any updates Ireland’s Ageing Population 2008 as relevant to your organisation. HSE Policy on Domestic, Sexual and Gender Based Violence (HSE 2010) While it is your responsibility to ensure you are National Strategy on Domestic, Sexual and aware of all relevant legislation, regulation and Gender-Based Violence 2010-2014 standards applicable to your organisations services National Quality Standards for Residential the three below have been highlighted as being of Care Settings for Older People in Ireland particular importance. 2016 (HIQA) Safeguarding Vulnerable Persons at Risk of Standards for Health Promotion in Hospital Abuse National Policy and Procedures (HSE (WHO) 2004 2014) - Each organisation must cooperate with the 10 Steps to Healthy Aging HSE in the implementation of the national policy for Nursing Homes Local Standards

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 12 Alterations to legal clauses or official text in this contract are strictly prohibited 12 Safeguarding Vulnerable Persons at Risk of Abuse Guide to Fire Safety in Existing Nursing [incorporating services for elder abuse and for Homes and Similar Type Premises 1996 persons with a disability] which includes the (Department of the Environment Heritage appointment of a Designated Officer/liaison Person. and Local Government) Organisations are also required to work in National Standards for the Protection and partnership with the HSE Safeguarding & Welfare of Children (HIQA) July 2012 Protection Teams which are being established to ensure that the policy is implemented in a consistent Children First – National Guidelines for the manner across all sectors. Protection and Welfare of Children 2017

This will include working with the HSE on the Interim Guide for the Development of Child notification requirements of “specified information” Protection Policy, Procedure & Practice (Tusla to the National Vetting Bureau and future employers March 2015) – guidance to be provided. National Standards for Safer Better Healthcare (HIQA) June 2012 Children First – National Guidance for the Protection National Policy and Procedure for Safeguarding and Welfare of Children 2017 Vulnerable Persons at Risk of Abuse December 2014 National Standards for the Protection and Welfare of Policy on Protecting HSE Staff from Second Children (HIQA) July 2012 Hand Smoke in Domestic Settings (Nov 2014) New for 2018 HSE Clinical Governance for Home Help Service Roles and Responsibilities (Aug 2014) • General Practice Messaging Standard – Version 4.0 National Guidelines & Procedures for (HIQA 2017) Standardised Implementation of the Home Care Package Scheme 2010 • Healthy Ireland - Get Ireland Active: National National Standard Operating Procedure for Physical Activity Plan for Ireland Delayed Discharge Standard Home Care Packages 2015 • Healthier Vending Policy (HSE June 2015) Standard Operating Procedures (SOP) for Contracts relating to Enhanced Home Care • HSE / SCA Open Disclosure Policy and Guidance Package Tender Approved Provider List August (2013) 2016 Enhanced Home Support & Personal Care • National Tobacco Free Campus Policy (HSE April Services Tender Specific Requirements 2016 2012) (Appendix 3) Single Assessment Tool (SAT) Standard • Policy on Public Health Information Initiatives Operating Procedures Related to Alcohol (HSE June 2015) Common Summary Assessment Report • HSELanD Data Provision Policy (Nov 2017 Guidance Document Healthy Ireland: A Framework for Improved Health & Wellbeing 2013 – 2025 Integrated Care Guidance: A Practical Guide to Discharge and Transfer from Hospital (HSE 2014) Medicines Management for Residential Services Guidance Document Oct 2015 (HIQA) Medicines Management Standards for Nurses & Midwives (*Note – Document currently in final draft stage). For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 13 Alterations to legal clauses or official text in this contract are strictly prohibited 13 New for 2018

 Actively support and engage in the roll out of ‘Dementia Understand Together’ campaign at national and regional level. (This will include participation and engagement in various groups and shared initiatives, sharing of information and alignment of activities).

 Children First – National Guidelines for the Protection and Welfare of Children 2017 B: Codes of Practice: This section should set out additional relevant codes of practice to be adhered to in relation to the services specified in Schedule 3 Service Delivery Specification. This should include any agreed local and national codes of practice associated with such services. This list may not be exhaustive and may be added to if appropriate. Any of the internal policies and procedures may be requested by the Executive for review and approval, in addition the Executive may seek evidence of the Provider’s compliance with same. The Provider shall comply with any such request. Code of Practice –Generic may apply to all Code of Practice –Care Group Specific Please ensure that the generic list of documents is Web Link to Older Persons specific examined thoroughly and relevant legislation, documentation listed below: policy etc is complied with. Click on web link above to access. http://www.hse.ie/eng/services/publications/ Non_Statutory_Sector/Policies,_Procedures, Agencies must download and review this listing. _Guidelines,_Codes_of_Practice,_Legislatio n.html The listing is relevant at this point in time, you Garda Clearance for all Employees in direct will need to ensure you have appropriate structures and systems to be aware of any updates contact with Clients is mandatory as relevant to your organisation. A Code of Practice Dealing with the Processing of Personal Data under the Health (Repayment Scheme) Act 2006 National Policy and Procedure for Safeguarding Vulnerable Persons at Risk of Abuse December 2014 HSE Clinical Governance for Home Help Service Roles and Responsibilities (Aug 2014) National Guidelines & Procedures for Standardised Implementation of the Home Care Package Scheme 2010 National Standard Operating Procedure for Delayed Discharge Standard Home Care Packages 2015 Standard Operating Procedures (SOP) for Contracts relating to Enhanced Home Care Package Tender Approved Provider List August 2016

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 14 Alterations to legal clauses or official text in this contract are strictly prohibited 14 Enhanced Home Support & Personal Care Services Tender Specific Requirements 2016 (Appendix 3)

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 15 Alterations to legal clauses or official text in this contract are strictly prohibited 15 5. Quality Assurance and Monitoring of Quality and Standards

Quality Assurance: This section should set out the requirements, if any, of the Executive in relation to participation of the Provider in quality assurance programmes e.g. HIQA programmes and engaging in Healthcare Audit conducted by the QAV Healthcare Audit Function. Any of the internal policies and procedures may be requested by the Executive for review and approval, in addition the Executive may seek evidence of the Provider’s compliance with same. The Provider shall comply with any such request. Generic may apply to all services Care group Specific Please ensure that the generic list of Web Link to Older Persons specific documents is examined thoroughly and documentation listed below: relevant legislation, policy etc is complied with. Click on web link above to access. http://www.hse.ie/eng/services/publications/No n_Statutory_Sector/Policies,_Procedures,_Guid Agencies must download and review this elines,_Codes_of_Practice,_Legislation.html listing. National Quality Standards for Residential Care Settings for Older People in Ireland 2016 The listing is relevant at this point in time, you will need to ensure you have appropriate (HIQA) structures and systems to be aware of any National Standards for the Protection and Welfare updates as relevant to your organisation. of Children (HIQA) July 2012 National Standards for Safer Better Healthcare (HIQA) June 2012 HSE Clinical Governance for Home Help Service Roles and Responsibilities (Aug 2014) National Guidelines & Procedures for Standardised Implementation of the Home Care Package Scheme 2010 New for 2018 National Standard Operating Procedure for Delayed Discharge Standard Home Care Packages 2015 • HSE Integrated Risk Management Policy and Guidance (2017) Standard Operating Procedures (SOP) for Contracts relating to Enhanced Home Care Package Tender • HSE Incident Management Framework and Approved Provider List August 2016 Guidance (2017) Enhanced Home Support & Personal Care Services • HSE Guideline for Systems Analysis Tender Specific Requirements 2016 (Appendix 3) investigation of Incidents and Complaints (2016)

• A Board’s Role in Improving Quality and Single Assessment Tool (SAT) Standard Operating Safety (HSE 2017) Procedures

• Quality and Safety Committees Guidance and Common Summary Assessment Report Guidance Resources (including Appendix) 2016 Document • Quality and Safety Walk-Round: Co-designed Towards Excellence in Clinical Governance – Approach Toolkit and Case Study Report (June Framework to Quality, Safety & Risk 2009 2016)

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 16 Alterations to legal clauses or official text in this contract are strictly prohibited 16 National Policy and Procedure for Safeguarding • Framework for Improving Quality in our Vulnerable Persons at Risk of Abuse December Health Service: Part 1: Introducing the 2014 Framework (April 2016)

• NCEC Standards for Clinical Practice Guidance (DOH 2015) New for 2018

Incident Management The Agency Senior Accountable Officer is required to ensure that all incidents relating to patient care and safety; staff safety; accidents, loss or damage to property; incidents involving vehicles are appropriately recorded on the State Claims Agency NIMS system, where the Agency has access, or to the CHO Patient and Safety Officer listed under Schedule 1 where they do not. immediately notify any ‘Serious Reportable Event’ to the Divisional Office for Quality and Patient Safety in the relevant Division (i.e. Social Care; Primary Care; Mental Health etc) and to ensure that the incident has been entered on the National Incident Management System (NIMS) and on the Incident Information Management System (IIMS). The relevant Divisional Office for Quality and Patient Safety must notify the National Incident Management and Learning Team (NIMLT) of the HSE via the Incident Information Management System (IIMS).

Serious Incidents The Agency Senior Accountable Officer is also required to immediately notify any Serious Incidents inclusive of ‘Serious Reportable Events’ to the relevant HSE Key Contact and to the CHO Quality and Safety Officer listed under Schedule 1.

A list of Serious Reportable Events is available on the NIMLT page of the Quality Assurance and Verification Division (QAVD) website: https://hse.ie/eng/about/QAVD/Incident- Management/SRE-Summary-list-as-of-26th-January- 2015.pdf

Safeguarding Concerns Issues, concerns or allegations of abuse that are Serious Incidents should be notified as above.

Issues, concerns or allegations of abuse that are incidents should be recorded on NIMS.

The Agency Senior Accountable Officer, in the context of the management of an incident, is the person who has ultimate accountability and responsibility for the services within the area where the incident occurred.

The Senior Accountable Officer is also required to ensure that all incidents relating to patient care and safety; staff

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 17 Alterations to legal clauses or official text in this contract are strictly prohibited 17 safety; accidents, loss or damage to property; incidents involving vehicles are appropriately recorded on the State Claims Agency NIMS system.

Monitoring of Quality and Standards

Useful Resources:  Quality Profiles: https://hse.ie/eng/about/Who/QID/MeasurementQuality/measurementimprovement/Quality_Profiles.html

 Quality and Safety Dashboards: The HSE National Social Care Division Quality and Safety Dashboard sample template is available from [email protected].

Where an external Accreditation system is in use this should be included, however where possible this should be agreed in advance with the Executive.

Please include any major review of services, governance or finances undertaken or commissioned by your organisation.

Please outline below how the Agency is monitoring the Quality and Safety of their service and provide a description of the process involved. The information recorded below should link to Schedule 3 Service Outcomes.

Service Delivery Specification

Purpose This Schedule is intended to specify the functional details of the health and personal social services which will be provided by the Provider in consideration for the Funding (as set out in Schedule 6 Funding) provided by the Executive. The performance of the Services will be monitored as set out in Schedule 4 Performance Monitoring.

This Schedule may be augmented by the addition of relevant reports and completion of excel templates to allow for effective information management. The schedule is divided into four parts:

Section 1 Service Overview - this should include a general overview of the services provided and may be augmented by the addition of relevant reports.

Section 2 This section should include service location, description, scope and quantum of services, service user numbers and catchment areas. This section may be more suitably managed by the use of excel, and may be subject to a national standard template, dependant on care group and services provided. (This will be made known to you by your relevant HSE Contact)

Where service quantum is variable, and the funding provided is dependent on the services provided, a description of the authorisation process and tariff per unit of service should be included in this section and referenced in Schedule 6 Funding.

Section 3 Information is also required on the following aspects of the service a) Service Outcomes b) Staff Qualifications c) Access, Referrals, Admission and Discharge procedures d) Performance indicators e) Third Party contracting

Section 4 Additional Services - This section sets out the process to be undertaken to increase the quantum and scope of services already agreed in this Arrangement. Section 1:

Service Overview:

Please provide a brief overview of the service provision - relevant Care Group e.g. intellectual disability, physical & sensory disability, children services, social inclusion, mental health, older persons etc. You may reference additional documentation if this would provide further context. The statement of purpose as required by HIQA shall be consistent with the services described and funded under this arrangement (if applicable).

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 19 Alterations to legal clauses or official text in this contract are strictly prohibited 19 If applicable, list additional documents appended: Please include any major review of services, governance or finances undertaken or commissioned by your organisation.

Section 2:

The following information provides instruction on the content of Section 2 and may be deleted and replaced by the input as directed.

The format of this section will depend on the nature of the service and whether there are quantifiable deliverables. The tabular format suggested below may not be suitable to sufficiently capture the information in many cases. If this is the case, it may be more appropriate to utilise excel for this section if the service quantum is diverse, and staffing and funding information is available.

A generic Excel template is available for consideration. Detail for each unit of service delivery is required, with a unit of service delivery being, for instance, a community residential centre with a number of service users.

There are National Templates in use for specific services to ensure consistency of information management. This will be made known to you by your HSE contact, if applicable. Excel These templates, if applicable, will replace section 2 of this schedule and should be appended when this schedule is signed by both parties.

Please complete this section to suit your particular requirements, ensuring that the minimum general heading descriptions are incorporated for each separate component of service e.g. Specialist Palliative Care; Older Persons Residential Services etc.

Where service activity and payment are not determined but are managed by an agreed approval process this should be detailed. Where this in ongoing and activity and funding can be reasonably estimated this information should also be included clearly indicating that it is a provisional estimated figure. (Schedule 10 Change control will not be required for any activity and payments included).

Minimum headings Premises at which service will be This should clearly set out the premises delivered from which services will be provided and/or alternatively, whether it is a home based service etc and the associated Working Hours

Description of Services This should specify and identify objectives, nature and function of services that will be delivered. This should also include the For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 20 Alterations to legal clauses or official text in this contract are strictly prohibited 20 target group for whom the service is designed Scope and Quantum of Services to be This should set out clearly the level of Provided (Quantitative) service to be provided No. of Service Users Availing of the This should indicate the number of clients Service being provided with a service Associated Staffing Resource This should identify the staffing associated with the delivery of the service Associated This should identify the costs associated Costs with the delivery of the service and be split between pay and non-pay at a minimum.

Associated Funding This should identify all the relevant funding streams supporting the service provision, and separately identify client income, each state funding agency/ Dept. and other funding streams. Vacancies This should identify any available unfilled service quantum.

Notes for the provision of information for Section 2:  Each separate service delivery location needs to be identified. Where separate distinct services are provided from one location, it should be entered on separate lines to identify each service quantum.  Where information is available, or for new services, further columns should be included identifying the direct staffing and funding associated with each separate service quantum.  A timetable between the provider and key contact needs to be agreed to provide a detailed integrated service specification which provides service quantum, staffing, costs and funding information for each unit of service delivery.  Where the service provider is making premises available to the service, then this may be highlighted in this schedule.  Where vacancies exist within a service unit, these need to be clearly identified by the inclusion of an additional information column.

Catchment Area(s) may be incorporated into template above. Otherwise, please provide requested information

Where appropriate, this section should describe the catchment area for the services and a spatial map if available should be attached. The Electoral Divisions of the catchment area (if known or if appropriate) should also be listed.

(Please note that this section may will not apply to all services, as some services will be demand led may be required to be provided regardless of a client’s home address.) HSE Social Care Division – Services for Older People Community Health Organisation: For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 21 Alterations to legal clauses or official text in this contract are strictly prohibited 21 Health and Social Care Networks Primary Care Team/s DED National

Section 3: a) Service Outcomes

This section needs to indicate the anticipated outcomes that the service will deliver so that they can be monitored and evaluated. This is on the basis of an increasing emphasis on outcomes.

Do you have a Framework in Place to Measure Quantitative and Qualitative Outcomes? If so please give details. It should be noted that:

 Cognisance needs to be taken not to marginalise the most disadvantaged or complex cases in order to achieve better outcomes.  Initial intermediate outcomes e.g. number of persons signing up for training awareness programmes, may be set out.

The information recorded below should link to Schedule 2 Quality and Safety

Examples could include.  Number of clients returned home.  Level of Outcomes achieved as anticipated in I.C.P.’s.  Number of clients maintained in their own home.

For each outcome specified above, please state results achieved with identifiers for the relevant clients.

b) Staff Qualifications

This section should contain a statement regarding the registration and qualifications of staff as appropriate.

The agency’s statement should refer to HR policy on the recruitment, selection, clearance/ vetting and contracting processes of staff with appropriate recognised qualifications for relevant positions and the validation process engaged in with the relevant professional bodies.

The statement should also confirm that the Agency only appoint staff who meet the relevant HSE declared qualifications and experience appropriate to the position being filled and that For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 22 Alterations to legal clauses or official text in this contract are strictly prohibited 22 the qualifications has been validated by the relevant competent authority.

Reference should also be made to the Agency’s staff induction programme, training, ongoing education, personal or professional development as well as the structures and processes employed to support staff in improving individual and organisational performance.

Reference should be made to those staff that are required by legislation, to maintain a valid registration with the appropriate professional organisation, and the process the Agency has in place to ensure that all such staff conform to this requirement.

(This section is the narrative which relates to the statistical data which will be returned in Schedule 9 on Staffing Numbers) Copies of policy documents should be attached or web referenced. An outline of the skill mix employed and the appropriateness of this particular mix to meet the needs of the client base should be included.

Children First Training

 The ‘Children First’ elearning Module which has been developed by the HSE is now available through HSELand - http://childrenfirst.hseland.ie.  It is HSE policy that all HSE staff, staff of HSE Funded Services and HSE Contracted Services should have a basic awareness of Children First by completing this E-Learning module. The training is free of charge and a HSE email address is not required to register with HseLanD.  All staff, including those in agencies supporting adults only must complete the online module as soon as practicable or prior to commencement of work by Q4 2017.

c) Code of Conduct for Provider Personnel

The Provider shall have a code of conduct in place, with notification of same to all Provider Personnel that reflects the principles outlined below:- In the performance of their duties the Provider must and shall ensure procure that its Provider Personnel: 1. Maintain the high standards of service delivery by: a. discharging responsibilities conscientiously, honestly and impartially; b. always acting within the law; and c. performing duties with efficiency, diligence and courtesy. 2. Observe appropriate behaviour at work by: a. dealing with the public sympathetically, fairly and promptly; and b. treating colleagues with respect. 3. Maintain the highest standards of probity by: a. conducting themselves with honesty, impartiality and integrity; b. never seeking to use improper influence, in particular, never seeking to use political influence to affect decisions; c. implementing and abiding by guidelines in respect of offers of gifts or For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 23 Alterations to legal clauses or official text in this contract are strictly prohibited 23 hospitality; and d. avoiding conflicts of interest. 4. Act in good faith toward and in the best interests of the Executive by: a. supporting the Executive and its personnel in the performance of its functions; b. promoting the goals and objectives of the Executive and not undermining any of them through action or omission; c. ensuring any actions taken maintain public confidence in the Executive. 5. Act impartially in the performance of their duties. 6. Carry out duties in a party political neutral manner. Public political activities should not, under any circumstances, be undertaken while undertaking services for the Executive. 7. Ensuring that views or actions taken related to public political activities are not presented or interpreted as official comment on behalf of the Executive. 8. Respecting the constraints of the law. 9. Must not improperly disclose information gained in the course of their work. 10. Respecting the privacy of medical or personal information of patients/service users, Provider Personnel or other health service business. 11. Maintain the highest standards of service in all dealings with the public. 12. Have due regard for State resources to ensure proper, effective and efficient use of public money. 13. Show respect for colleagues, patients and service users including beliefs and values. 14. Not use their position to benefit themselves or others with whom they have personal or business ties. 15. Not engage in outside business or activities which would in any way conflict with the interests of their function. 16. Not receive or accept benefits of any kind from a third party which might reasonably be seen to compromise personal judgement or integrity. All gifts and benefits received must be disclosed to a more senior manager or designated person. 17. Not accepting hospitality of any kind from a third party which might reasonably be seen to compromise personal judgement or integrity. Every care must be taken to ensure that any acceptance of hospitality does not influence, or be seen to influence, the making of decisions; and 18. Ensure clear and appropriate standards are in place and notified to all Provider Personnel in relation to all of the above. 19. Employees who are convicted of criminal offences, or given the benefit of the Probation Act when tried for a criminal offence, must report that fact to their employer. The employee must make such a report to his/her supervisor (who, in turn, will advise the Director of Human Resources) or directly to the Director of Human Resources.

d) Access, Referrals, Admissions & Discharge Procedures

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 24 Alterations to legal clauses or official text in this contract are strictly prohibited 24 This section should set out (attach if more appropriate) the agreed policies and protocols in operation for access criteria, referral etc. for service(s). It should include, when required, agreement on access for all clients including those with greater levels of dependency or behavioural problems. Attach, where appropriate, any policy documents in this regard to ensure that everyone (client, families, HSE staff etc.) understand the criteria governing access to, use of and discharge from the service. Any of the internal policies and procedures may be requested by the HSE for review and approval and the Provider shall comply with any such request.

For Providers funded for direct service provision such as day, residential or respite services the Admission Discharge/Transfer policies are required to be submitted to the Executive.

Admission criteria and procedure should include an assessment and prioritisation process agreed by the HSE:-

There will be no new HCP clients due to implementation of HCP Tender 2016.

Generic may apply to all services Care group Specific Please ensure that the generic list of Web Link to Older Persons specific documents is examined thoroughly and documentation listed below: relevant legislation, policy etc is complied with. Click on web link below to access. http://www.hse.ie/eng/services/publications/N on_Statutory_Sector/Policies,_Procedures,_G http://www.hse.ie/eng/services/publications/ uidelines,_Codes_of_Practice,_Legislation.ht Non_Statutory_Sector/Policies,_Procedures, ml _Guidelines,_Codes_of_Practice,_Legislati All Policies and procedures must reference on.html integration to the Primary Care Teams where appropriate Agencies must download and review this National Guidelines & Procedures for listing. Standardised Implementation of the Home Care Package Scheme 2010 The listing is relevant at this point in time, National Standard Operating Procedure for you will need to ensure you have appropriate Delayed Discharge Standard Home Care Packages structures and systems to be aware of any 2015 updates as relevant to your organisation. Standard Operating Procedures (SOP) for Contracts relating to Enhanced Home Care Package Tender Approved Provider List August 2016 Enhanced Home Support & Personal Care Services Tender Specific Requirements 2016 (Appendix 3) Single Assessment Tool (SAT) Standard Operating Procedures

Common Summary Assessment Report Guidance Document HSE Clinical Governance for Home Help Service Roles and Responsibilities (Aug 2014)

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 25 Alterations to legal clauses or official text in this contract are strictly prohibited 25 e) Performance Indicators

This section should specify the Performance Indicators needed by setting out details appropriate to the service. This should include any relevant local and national standards and indicators, where appropriate. Service Plan Targets/Metrics relevant to your care group and services are used for all HSE contracted Services. They are available on the intranet site (web-link below). You need to ensure you download these and include them in your performance reporting systems. http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/National-Service-Plan- 2018-Balanced-Score-Card-PI-Suites.html

Any locally agreed performance indicators and cost containment measures and value for money initiatives may also be included.

Any additional performance metrics as collected by Planning and Business Information Corporate Planning and Corporate Performance Business Information Unit may also be relevant to this funding arrangement and should be included.

Services should measure their performance over time to identify improvement or dis- improvement against their own activity and national performance (where available).

f) Third Party Contracting This section should provide full particulars of any third parties who are engaged by the Provider to provide any part of the service (Please note that all new third party arrangements require prior approval by the HSE in accordance with relevant Clause of the Part 1 Service Arrangement) This is for services as specified under this arrangement. It does not include non service user contracting arrangements such as cleaning or catering etc.

Details to include:

Name and address of third party organisation. Details of the services delivered, to include service location and quantum Details of the agreements in place (copies to be provided if requested by the HSE)

Section 4: Additional Services

Where the scope of the Services provided pursuant to this Arrangement is increased, whether by developing existing Services or introducing new Services, the increase must be authorised in advance in writing by the Executive utilising the Change Control

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 26 Alterations to legal clauses or official text in this contract are strictly prohibited 26 process in Schedule 10 (Change Control).

A detailed specification for the Additional Services must be agreed in writing between the parties to this Arrangement prior to any Additional Services being provided by the Provider, including the range, type, and volumes of Services, together with the amount and timing of payments due in respect of the Additional Services utilising the Change Control process in Schedule 10 (Change Control).

The contract Change Note under Schedule 10 shall be appended to this Arrangement and should be in the general format of the functional headings as set out earlier in this schedule. Elements to be covered should include.  Location of service  Description of service  Quantum of service if applicable  Start date of service  End date of service if applicable  Staffing implication  Funding required current year  Funding required full year costs  Client identifier and profile either individual or general cohort description. Templates may be advised by your HSE contact

G. Changes/Reduction to Services - Applicable to Home Help Services Only Changes to the services and funding provided may result from:-  Any Change to services and associated funding when existing client moves to an Approved chooses to move service provider when in receipt of new Home Care Package under the 2016 Tender, and/or  Any necessary adjustment to the service/funding arrangement as provided for within these SLAs e.g. failure on the part of the provider to deliver standard of care etc. and/or  any adjustments arising from the implementation of single funding of home care by the HSE, and /or  Implementation of any new home care policy and/or legislation as may be decided by the Department of Health and Government generally.

Letter will issue to Provider outlining Client and services/funding affected.

Performance Monitoring Purpose This schedule states the agreed performance management requirements. These have been developed with reference to the Performance Indicators detailed within Schedule 3 (Service Delivery Specification). This schedule also contains the associated reporting timetable regarding reports and meetings. The level of performance monitoring will depend on the type of service and the level of functions.

Information Requirements The following table should outline the key information required to monitor the activity and performance levels (tick as appropriate). This section aims to set out the list of reports that the Provider must provide to the Executive to facilitate the performance management function. (Please note that separate guidance as to the format / frequency of the individual reports i.e. financial, activity data, P.I.s etc. will be provided). Guidance on frequency available in Schedule example/guide. Applicable √ HSE – Ref Report Required Department No. Non for returns Applicable X

(Ensure there For multi-area is a process in agencies this place before should also you √) indicate the Lead CHO where the Bi- documentation Annual annual Quarterly Monthly is held Annual Audited Financial Statements – AFS √ Key Financial √ (May require Draft prior to final AFS submission Contact due to timing) Financial Report/Management Accounts – Key Financial Activity Contact (Recommended monthly >€20M, Quarterly €5M, Bi-annual >€1M, Annual < €1M) Financial Report – Governance (Linking Key Financial Balance Sheet to Profit and Loss) Contact (Recommended Annual covered by AFS where no issues, at least Bi-annual where there are concerns) Activity Data – summary of services Key Contact Activity Data – Key Contact Admissions/Discharges/Relocations Staffing reports Key Contact

Review of Service Plan Priorities Key Contact Health Statistics (as relevant) to HSE Quarterly Complaints reporting (As per Consumer √ Schedule 8) Affairs (see Schedule 8) Report on Complaints received by the Consumer Provider involving alleged or suspected client Affairs abuse involving staff or volunteers. Any (see Schedule 8) complaints dealing with the above should be Also copy to advised to the key contact immediately. (As Key Contact. As relevant per schedule 8) The SPG system will be updated with Policy updates. For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 28 Alterations to legal clauses or official text in this contract are strictly prohibited 28 Applicable √ HSE – Ref Report Required Department No. Non for returns Applicable X

(Ensure there For multi-area is a process in agencies this place before should also you √) indicate the Lead CHO where the Bi- documentation Annual annual Quarterly Monthly is held Review the Web Link document referenced in Schedules 2 & 3 outlining legislation, policies, procedures and standards. As required Download all relevant documents as necessary Information returns as required for the monitoring of the effects of all public sector agreements ** Key Performance Indicators:  Information and a template will be provided.  Please see National Service Plan metrics for your Care Group in Appendix 1 attached and include Key Contact As required relevant Performance Indicator reporting requirements here.  Additional performance metrics as collected by Corporate Planning and Corporate Performance Business Information Unit may also be relevant to this funding arrangement and should be included.

The Provider shall provide the performance data in relation to the relevant Key Performance Indicators as set out in the template issued to the Provider by the HSE. The template will be based on those relevant Key Performance Indicators in Appendix 1, which sets down the Key Performance Indicators contained in the National Service Plan. The Provider shall return this template as required with the relevant performance data in respect of the services provided for the funding received from the HSE, to the appropriate HSE contact.

Incident Management CHO Patient The Agency Senior Accountable Officer and Safety is required to ensure that all incidents Officer relating to patient care and safety; staff safety; accidents, loss or damage to property; incidents involving vehicles are appropriately recorded on the State Claims Agency NIMS system, where the Agency has access, or to the CHO Patient and Safety Officer listed under Schedule 1 where they do not. As relevant immediately notify any ‘Serious Reportable Event’ to the Divisional For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 29 Alterations to legal clauses or official text in this contract are strictly prohibited 29 Applicable √ HSE – Ref Report Required Department No. Non for returns Applicable X

(Ensure there For multi-area is a process in agencies this place before should also you √) indicate the Lead CHO where the Bi- documentation Annual annual Quarterly Monthly is held Office for Quality and Patient Safety in the relevant Division (i.e. Social Care; Primary Care; Mental Health etc) and to ensure that the incident has been entered on the National Incident Management System (NIMS) and on the Incident Information Management System (IIMS). The relevant Divisional Office for Quality and Patient Safety must notify the National Incident Management and Learning Team (NIMLT) of the HSE via the Incident Information Management System (IIMS).

A list of Serious Reportable Events is available on the NIMLT page of the Quality Assurance and Verification Division (QAVD) website: https://hse.ie/eng/about/QAVD/Incident- Management/SRE-Summary-list-as-of- 26th-January-2015.pdf

The Senior Accountable Officer is also For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 30 Alterations to legal clauses or official text in this contract are strictly prohibited 30 Applicable √ HSE – Ref Report Required Department No. Non for returns Applicable X

(Ensure there For multi-area is a process in agencies this place before should also you √) indicate the Lead CHO where the Bi- documentation Annual annual Quarterly Monthly is held required to ensure that all incidents relating to patient care and safety; staff safety; accidents, loss or damage to property; incidents involving vehicles are appropriately recorded on the State Claims Agency NIMS system.

Compliance with Children First National Guidance for Protection and Welfare of Children 2017 1) Implementation and Compliance Checklist for HSE funded Agencies http://www.hse.ie/eng/services/list/2/Pri As relevant maryCare/childrenfirst/informationrespo nsibilities/ChildrenFirstImplementationa ndComplianceChecklistforHSEFundedA gencies2016.pdf. (If difficulty in accessing the above web link please look at the HSE’s Children’s First Website at: http://www.hse.ie/childrenfirst.

Other – List

* Where information is available, and for new services, the financial reports should separately identify each separate service, and link the service activity and staffing with the funding allocated.

Reporting Requirements - Significant Issues

1. Under Clause 8.3(b), in the event that issues are anticipated or arise during the duration of this Arrangement, which result in the Provider having difficulties in delivering, or maintaining delivery of, the Services, the Provider shall at the earliest possible time notify the Executive in writing of such issues. This written notice must include the Provider’s proposals as to how it will manage the issues to ensure that the Services are provided by the end of this Arrangement.

2. Under Clause 4.1 the Service Provider is not authorised to exceed the funding allocation agreed, and is required under Clause 8.3 (b) to inform the Executive immediately when it becomes evident that a significant overspend will occur.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 31 Alterations to legal clauses or official text in this contract are strictly prohibited 31 3. Under Clause 3.2(c)(xi) immediately or as soon as practicable, and in compliance with the DPA, notify the Executive in writing of the occurrence of any significant matters which may affect the delivery, provision or level of the Services. In the case of a serious incident which is categorised as a Serious Reportable Event, the Chief Executive Officer or equivalent should immediately notify the Executive, and all other applicable parties which may include, but are not limited to, the State Claims Agency and HIQA or the Mental Health Commission.

4. Under Clause 14.3, where an issue of serious concern in relation to governance is identified, it shall be notified in writing to the Executive promptly together with a proposal for dealing with the issue and a timetable within which the issue will be addressed.

**Further information (definitions, calculations, etc) on the KPIs (Key Performance Indicators) is available under ‘Key Performance Indicators’ http://www.hse.ie/eng/services/publications/

Review Meetings

This section should set out the schedule of review meetings appropriate to the level of funding provided. (Please note that separate guidance is available in this regard).

Month Description Location Attendees

Information Requirements Purpose This schedule sets out wider information requirements in the context of the service in question and the obligations for the Provider to provide business critical information to the Executive i.e. Annual Reports, Audited Accounts and other evaluation reports.

Information provided will be reviewed by the Executive for compliance with the terms of this Service Arrangement

The requirements set out in this schedule are without prejudice to the requirements set out in relevant of Part 1 of this Arrangement.

The attached Template should outline the specific return requirements and the dates submitted/required.

Audited Accounts

The Provider shall submit a copy of its final signed audited accounts and the auditor’s certificate and report on the accounts to the Executive by 31st May for periods ending at or prior to 31st December of the prior year. within the period specified by the Executive (in the form in which such accounts are required, pursuant to the Companies Act or equivalent legislation, to be filed in a public register). The accounts submitted to the Executive must be the accounts of the individual legal entity with which the Service Arrangement is signed; group and/or parent company accounts are not acceptable.

Unlimited companies (which fall outside the above on the basis that unlimited companies are not required to file accounts with the CRO), are required to submit a copy of the balance sheet signed by two directors, together with a confirmation from their auditors that the accounts have been prepared on the going concern basis.

For the avoidance of doubt, the expenses of the audit of the Provider’s accounts shall be payable by the Provider.

The Provider’s audited accounts shall separately identify funding received from the Executive, as distinct from other funding received during the financial year.

Audits, Evaluations, etc

This section should set out details of any audit, evaluation, inspection, investigation or research undertaken by or on behalf of the Provider or any third party in connection with the quality of any or all of the services. o Provide Title of each in Template attached to this schedule For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 33 Alterations to legal clauses or official text in this contract are strictly prohibited 33 Other Information

This section should set out any other information requirements relevant to the particular services being provided. o Provide Title of each in Template attached to this schedule. o Please include any major review of services, governance or finances undertaken or commissioned by your organisation National Quality Standards for Residential Care Settings for Older People in Ireland 2016 (HIQA) Incident Management The Agency Senior Accountable Officer is required to ensure that all incidents relating to patient care and safety; staff safety; accidents, loss or damage to property; incidents involving vehicles are appropriately recorded on the State Claims Agency NIMS system, where the Agency has access, or to the CHO Patient and Safety Officer listed under Schedule 1 where they do not. immediately notify any ‘Serious Reportable Event’ to the Divisional Office for Quality and Patient Safety in the relevant Division (i.e. Social Care; Primary Care; Mental Health etc) and to ensure that the incident has been entered on the National Incident Management System (NIMS) and on the Incident Information Management System (IIMS). The relevant Divisional Office for Quality and Patient Safety must notify the National Incident Management and Learning Team (NIMLT) of the HSE via the Incident Information Management System (IIMS).

A list of Serious Reportable Events is available on the NIMLT page of the Quality Assurance and Verification Division (QAVD) website: https://hse.ie/eng/about/QAVD/Incident-Management/SRE-Summary-list-as-of-26th- January-2015.pdf

The Senior Accountable Officer is also required to ensure that all incidents relating to patient care and safety; staff safety; accidents, loss or damage to property; incidents involving vehicles are appropriately recorded on the State Claims Agency NIMS system.

Compliance with Children First National Guidance for Protection and Welfare of Children 2017 1) Implementation and Compliance Checklist for HSE funded Agencies http://www.hse.ie/eng/services/list/2/PrimaryCare/childrenfirst/informationresponsibilities/ChildrenFirstImpleme ntationandComplianceChecklistforHSEFundedAgencies2016.pdf. (If difficulty in accessing the above web link please look at the HSE’s Children’s First Website at: http://www.hse.ie/childrenfirst.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 34 Alterations to legal clauses or official text in this contract are strictly prohibited 34 Governance Information Requirements Declarations on Compliance / Provision of Information Template

Annual Declarations Yes No N/A Comment If no provide details / By signing these Schedules and indicating ‘Yes’ below you reasons / steps taken etc. In are affirming these declarations. separate submission

Mandatory HIQA Registration Confirmation of Certification for all relevant areas. I confirm that all relevant Services have a valid HIQA Registration. National Policy in place for Safeguarding Vulnerable Persons at Risk of Abuse

(i) Policy in Place (ii) Designated Officer in Place I confirm that I have downloaded and am compliant with all relevant legislation, policies, procedures and standards contained within the Web link documents referenced in the schedules. I confirm that I have a Risk Management Policy and operational procedures in place consistent with the size and scale of the organisation and that it is consistent with HSE Policy. I confirm that I have Safety Statements in place for all relevant service locations. I confirm that I have insurance policies in place which are consistent with the requirements as outlined in Schedule 7. I confirm that I have complied with requirements of reporting requirements for all Serious Reportable Events. I confirm that I have complied with all Children First requirements including training. I confirm that I have complied with all Safeguarding requirements (Disabilities and Older Persons). I confirm that I have complied with requirements of Garda Vetting. List additional as required

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 35 Alterations to legal clauses or official text in this contract are strictly prohibited 35 Documentation Required Tick box if document No Commentary: provided, or give date Changes (If For multi-area agencies: to be provided. √ documentation Documentation only required in one HSE not provided, location, as appropriate. reasons for non provision) Applicable *Location held Date to √ For multi-area √ be agencies this received Non (where Applicable should also X indicate the delay is Lead CHO agreed) where the documentation is held

Mandatory Annual Submissions Necessary

*Audited Financial Statements Accounts (previous year) (AFS) (Mandatory annual requirement) (Required by 31st May for periods ending on or prior to 31st December in the prior year, must be final and signed by two Directors) * Where previous years reports/accounts not yet available, the latest available should be provided with a date agreed for receipt of the previous years. Tax Clearance Statement Certificate (Mandatory annual requirement where no charity No. Exists. May also be required in addition to charity number). This requirement may be achieved by HSE verifying online at Revenue.ie, if Agency Registration number and Tax Clearance Number is provided in Schedule 1 Part B. Insurance Policy documentation (Mandatory annual Requirement) See Schedule 7 for minimum requirements Staff complement (Schedule 9)* Service Specification (Schedule 3)* Or Electronic Version of Composite Templates *(Mandatory annual Requirement) List additional as required

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 36 Alterations to legal clauses or official text in this contract are strictly prohibited 36 Submissions as Required (may not be annual) Tick box if No Commentary: document provided, Changes (If *Documentation only required if updated. or give date to be √ documentation provided. not provided, For multi-area agencies: reasons for non Documentation only required in one HSE provision) location, as appropriate. Applicable *Location Date to √ held √ be Non received Applicable For multi-area (where X agencies this delay is should also agreed) indicate the Lead CHO where the documentation is held Memorandum and Articles of Association or other constitutional document (Mandatory Requirement, Schedule 2 section 2) Complaints Procedures (as per Consumer Schedule 8) Affairs (Mandatory Requirement) Structure (Organisation organogram outlining Agency structure, reporting relationships) (Mandatory Requirement Schedule 2 section2) Admissions & Discharge Policy (Schedule 3 Section 3(c) mandatory for each direct service provision provided) Code of Governance / Corporate & Clinical Governance Policy Risk Management Policy Policy for obtaining feedback from Service Users and Staff Quality and Safety indicators Safety Statement Audits, Evaluations List below Policy/Procedure for Patient Private Property as per Schedule 6 Compliance with Children First National Guidance for Protection and Welfare of Children 2017 1) Implementation and Compliance Checklist for HSE funded Agencies http://www.hse.ie/eng/services/list/2/Pri maryCare/childrenfirst/informationresp onsibilities/ChildrenFirstImplementatio nandComplianceChecklistforHSEFund edAgencies2016.pdf. (If difficulty in accessing the above web link please look at the HSE’s Children’s First Website at: http://www.hse.ie/childrenfirst. For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 37 Alterations to legal clauses or official text in this contract are strictly prohibited 37 Submission s as Required (may not be annual) Tick box if No Commentary: document provided, Changes (If *Documentation only required if updated. or give date to be √ documentation provided. not provided, For multi-area agencies: reasons for non Documentation only required in one HSE provision) location, as appropriate. Applicable *Location Date to √ held √ be Non received Applicable For multi-area (where X agencies this delay is should also agreed) indicate the Lead CHO where the documentation is held Incident Management The Agency Senior Accountable Officer is required to ensure that all incidents relating to patient care and safety; staff safety; accidents, loss or damage to property; incidents involving vehicles are appropriately recorded on the State Claims Agency NIMS system, where the Agency has access, or to the CHO Patient and Safety Officer listed under Schedule 1 where they do not. immediately notify any ‘Serious Reportable Event’ to the Divisional Office for Quality and Patient Safety in the relevant Division (i.e. Social Care; Primary Care; Mental Health etc) and to ensure that the incident has been entered on the National Incident Management System (NIMS) and on the Incident Information Management System (IIMS). The relevant Divisional Office for Quality and Patient Safety must notify the National Incident Management and Learning Team (NIMLT) of the HSE via the Incident Information Management System (IIMS).

A list of Serious Reportable Events is available on the NIMLT page of the Quality Assurance and Verification Division (QAVD) website: For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 38 Alterations to legal clauses or official text in this contract are strictly prohibited 38 Submissions as Required (may not be annual) Tick box if No Commentary: document provided, Changes (If *Documentation only required if updated. or give date to be √ documentation provided. not provided, For multi-area agencies: reasons for non Documentation only required in one HSE provision) location, as appropriate. Applicable *Location Date to Applicable √ √ held √ be Non Applicable X Non received Applicable For multi-area (where X agencies this delay is should also agreed) indicate the Lead CHO where the documentation is held https://hse.ie/eng/about/QAVD/Incident -Man agement/SRE-Summary-list-as- of-26th-January-2015.pdf

The Senior Accountable Officer is also required to ensure that all incidents relating to patient care and safety; staff safety; accidents, loss or damage to property; incidents involving vehicles are appropriately recorded on the State Claims Agency NIMS system.

Serious Reportable Incidents Children First List additional as required

Please include any major review of services, governance or finances undertaken or commissioned by your organisation.

Funding Purpose This Schedule is intended to specify details of funding, payments and financial monitoring for the health and personal social services which will be provided by the Provider. The performance of the financial management will be monitored as set out in Financial Reporting Schedule 4 Performance Monitoring.

Total Payments Subject to Clause 4 of Part 1 of the Arrangement, the Funding to be paid by the Executive to the Provider in consideration for the provision of the Services in accordance with the terms of this Arrangement in the financial year commencing on 1st January 2018 and ending on 31st December 2018 (the “Financial Year”) shall not exceed EUR € .00. The Executive will use its reasonable endeavours to notify the Provider of the level of Funding in advance of the financial year.

Funding and Payments may be subject to change under the circumstances outlined below (Applicable to Home Help Services Only):-

 Any Change to services and associated funding when existing client moves to an Approved chooses to move service provider when in receipt of new Home Care Package under the 2016 Tender, and/or  Any necessary adjustment to the service/funding arrangement as provided for within these SLAs e.g. failure on the part of the provider to deliver standard of care etc. and/or  any adjustments arising from the implementation of single funding of home care by the HSE, and /or  Implementation of any new home care policy and/or legislation as may be decided by the Department of Health and Government generally.

FUNDING DETAILS (specific to this set of Schedules)

All funding provided to the Agency (for this set of schedules) should be included below, including amounts paid by Electronic Fund Transfer (EFT), or other periodic payment process, invoiced amounts, payments made according to activity levels with an estimate of funding included if possible (unless this would give false assurance) and a description of the authorisation and payment methodology. Table may be removed if unnecessary, i.e. if all invoiced.

Where payments are only made on the basis of variable invoices for specific identified service provision you may remove the table and include the payment methodology as text below linking back to the service approval processes. In such circumstances it may not be advisable to include an estimate of funding if it is likely to be variable.

This section must be completed by the HSE. (Information should be updated on the SPG system) For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 40 Alterations to legal clauses or official text in this contract are strictly prohibited 40

Description Area Amount € Payment Method

Total Funding for the year €

The total to be paid should be detailed linking back to Schedule 3 Service Delivery Specification. Where this is a continuation of a prior year arrangement, changes to the allocation from the previous year should be detailed.

The Funding will be calculated as follows:

Provide the appropriate detail of the payment methodology for this service arrangement. This should include any adjustments to the fee to be made for the Provider’s performance against quality standards and the Key Performance Indicators (KPI’s) set out in Schedule 3 and Schedule 4 based on the total overall score achieved by the Provider as a percentage of the target scores.

The amount resulting from the calculation described above shall then constitute the Funding in respect of the Service payable by the Executive to the Provider for the purposes of the Arrangement.

(may be omitted if not relevant)

Adjustment for Key Performance Indicators outcome / result An adjustment to the Funding payable will be made for the Service Provider’s performance against quality standards and the Key Performance Indicators (KPI’s) set out in Schedules 2, 3 and 4 based on the total overall score achieved by the Provider as a percentage of the target scores in accordance with the following:

KEY PERFORMANCE INDICATORS

Metric Measure Target Outcome

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 41 Alterations to legal clauses or official text in this contract are strictly prohibited 41 KEY PERFORMANCE INDICATORS

Metric Measure Target Outcome

GRAND TOTAL Scoping metric

*Fixed Cash profile is outlined below: Schedule of Payments to Provider Account Number: ______

Date Details Amount Method

* will be issued in accordance with the rules applicable to the Health Service Executive’s Vote (Vote 40) appropriated by the Exchequer each year.

Charging of Service Users

This section should set out the criteria and procedures for charging service users and the rates that will be applied. In respect to home care services for Older Persons no contributions are to be charged to service users for HSE approved & commissioned services and no contributions are to be requested or accepted from home care clients even where this is voluntary.

Patient Private Property

Where an organisation has charge of client’s private property, then an appropriate system of administration and control, needs to be in place to ensure compliance with regulations. Provide details below or append appropriate documentation

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 42 Alterations to legal clauses or official text in this contract are strictly prohibited 42 For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 43 Alterations to legal clauses or official text in this contract are strictly prohibited 43 SCHEDULE 7

Insurance Purpose This schedule sets out the mandatory minimum requirement that the Provider must have in relation to insurance and liability cover, in addition to the indemnities provided under relevant clause of Part 1 of the Service Arrangement.

1. Public Liability insurance with a limit of indemnity of €6,500,000 (€6.5 million) for any one claim or series of claims arising out of a single occurrence, with an indemnity to the Executive arising from the provision of the Services, which insurance will also cover claims arising from the activities of any sub-contractor engaged by the Provider.

2. Employers Liability insurance with a limit of indemnity of €12,700,000 (€12.7million) for any one claim or series of claims arising out of a single occurrence, with an indemnity to the Executive arising from the provision of the Services.

3. Motor Insurance (if services involves use of motor vehicle by service provider on business of the HSE) with a third party property damage limit of

● €2,600,000 (€2.6million) where Service Provider Agency turnover is under €40 Million

● €6,500,000 (€6.5million) where Service Provider Agency turnover is €40 Million or over

any one occurrence with an indemnity to the HSE arising from the use of motor vehicle in

the provision of the Services.

4. Professional Indemnity (a) Where appropriate, the Provider may apply for coverage under the Clinical Indemnity Scheme in respect of professional medical services negligence.

(b) To the extent professional service is provided and not otherwise covered have Professional Indemnity and/or professional medical services indemnity insurance in accordance with the following thresholds or such other thresholds as may be specified by the Executive from time to time:

Low risk: €1million up to €4million any one occurrence and in the aggregate.

Medium risk: €4million up to €6.4million any one occurrence and in the aggregate.

High risk: Minimum €6.4million up to €10million any one occurrence and in the aggregate. (Significant risk may require higher indemnity).

(This would not apply to those bodies who have the protection of the State Claims Agency Clinical Indemnity Scheme).

Other Insurances

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 44 Alterations to legal clauses or official text in this contract are strictly prohibited 44 Service Providers are responsible for ensuring that all appropriate insurances are in place, insurances other than those outlined in this schedule may be required.

SCHEDULE 8

Complaints The National Complaints Governance and Learning Team has developed systems with the Non-Statutory sector for the submission of Policy and Procedure Documents and reporting schedules. This document and reporting templates and explanations of headings are available for download from http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/Complaints_Document ation.html

Please note that where a Service Provider has access to the National Incident Management System (NIMS) they shall use that system to manage complaints.

Purpose This schedule specifies the requirement for the Providers to have in place a complaints policy in compliance with Part 9 of the Health Act 2004, and Health Act 2004 (Complaints) Regulations 2006 (S.I. 652 of 2006). The Provider’s performance in complaints handling and resolution will be monitored as set out in this schedule.

Timetable for submission of Policy & Procedures Document The Provider shall submit a copy of their complaints policy to their relevant Consumer Affairs (CA) Area Office, who link in directly with the Provider if any changes/ amendments are required for approval and will validate the policy. The CA Area Office contact will advise the Provider and the Community Health Area when the policy has been approved.

In the case of a national service provider, a copy of the complaints policy must be submitted to the National Complaints Governance and Learning Team.

A list of area officers and their contact details are provided as an attachment to this Schedule Date to be Date to be Amendments Comments Submitted by Reviewed by (Yes/No) Provider Executive

The Key contact The report This section will be This section will be advised by should agree the should be advised by the the relevant Consumer Affairs date the report submitted to relevant Consumer Officer / National Complaints should be the relevant Affairs Officer / Governance and Learning Team submitted. Consumer National Complaints contact as appropriate. Alternatively, if Affairs Officer Governance and the report has / National Learning Team already been Complaints contact as submitted, enter Governance appropriate. For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 45 Alterations to legal clauses or official text in this contract are strictly prohibited 45 the date it was and Learning received. Team as appropriate.

General Report on Complaints Received by the Provider in accordance with Section 55(2) of the Health Act 2004. Report to be submitted to the relevant Consumer Affairs Officer and the key contact person as set out in Schedule 1 (contact details). Standard Template must be utilised.

The Provider will submit returns on an agreed template to the relevant CA Area Office or National Complaints Governance and Learning Team contact on a quarterly basis for the periods of January-March, April-June, July-September, October-December. The deadline for the return of these templates shall be 20th of the month following each quarter respectively (dates outlined below). Any queries arising from the templates will be followed up by the Consumer Affairs Area Officers or National Complaints Governance and Learning Team contact.

The Consumer Affairs Area Office will liaise directly with the Providers to ensure that statistics are submitted on time and a reminder will issue one month prior to the deadline for submission. Date to be Date to be Comments Submitted by Reviewed by Provider Executive 20th April, 2018 This section will be advised by the This section will be advised by the relevant 20th July, 2018 relevant Consumer Consumer Affairs Area Officer. 20th October, 2018 Affairs Area Officer. 20th January, 2019

General Report on Reviews assigned to the Provider by the Executive under Section 49(4) of the Health Act 2004. A Provider must report on the number, nature and outcome of any reviews it undertakes.

Date Submitted by Date Reviewed by Comments Provider Executive This section will be This section will be advised by the relevant advised by the Consumer Affairs Officer / National relevant Consumer Complaints Governance and Learning Team Affairs Officer / contact as appropriate. National Complaints Governance and For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 46 Alterations to legal clauses or official text in this contract are strictly prohibited 46 Learning Team contact as appropriate.

Report on Complaints received by the Provider involving alleged or suspected client abuse involving staff or volunteers. Any complaints dealing with the above should be advised to the key contact immediately. A record of same should be kept by the provider as follows. This should also be submitted with the general report above. Date Referred to Summary of Date Comments Submitted to HSE (Yes/No Action Taken Reviewed by Provider and Date)? If Executive No, please comment

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 47 Alterations to legal clauses or official text in this contract are strictly prohibited 47 Contact – National Complaints Governance and Learning Team

Contact Details:

Ms. Aoife Hilton, Tel: 061 483209 Senior Manager, email: [email protected] NCGLT, QAV Division, 31/33 Catherine Street, Limerick.

Contact Details – Consumer Affairs

WEST DUBLIN MID LEINSTER CONTACT DETAILS CHO 7, Dublin Midlands Hospital Group and Ireland East Hospital Group Mr. Liam Quirke, Area Manager, CONTACT DETAILS Consumer Affairs, Ms Debbie Keyes, HSE West, Regional Manager, Merlin Park University Hospital, Consumer Affairs, Galway. HSE Dublin Mid-Leinster, Tel: 091 775751 Third Floor Scott Building, Midland Regional Hospital Campus, Fax: 091 771318 Arden Road, Email: [email protected] Tullamore, Co. Offaly. Tel : 057 93 57876 Fax: 057 93 57881 Email: [email protected]

SOUTH Dublin North East, CHO 6, CHO 8, CHO 9, RSCI Hospital Group and For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 48 Alterations to legal clauses or official text in this contract are strictly prohibited 48 CONTACT DETAILS Children’s Hospital Group CONTACT DETAILS Mr. Liam Quirke, Regional Manager, Ms. Rosalie Smith-Lynch, Consumer Affairs, Regional Manager, HSE South, Consumer Affairs, Merlin Park Hospital, HSE Dublin North East, Galway, Bective Street, Tel : 091 775819 Kells, Fax: 091 775858 Co.Meath.

Email: [email protected] Tel: 046 9251264 / 049 4377343 Fax: 049 4377379 Email: [email protected] [email protected]

Staffing

Purpose The purpose of this schedule is to ensure that there is an effective monitoring process in place to maintain the funded workforce (employment numbers and pay costs) within the agreed levels for the delivery of the services specified in Schedule 3.

Employee Totals

This section should detail the employee totals which are associated with the services specified in Schedule 3. This should give grade detail. A National Standard Excel Template is available where numbers are high and may be a required return.

Different comment for Disabilities. A National Standard Excel Template is in use for this return and is a required return.

Employment Monitoring Return

This section sets out the timetable for return of the employment monitoring report.

Date Due Date Received Comment

Key Personnel If required by the Executive, this section should list the persons who are to be regarded as Key Personnel (within the meaning of the Service Arrangement) for the purposes of providing the Service. The role(s) which such persons perform should also be set out: Name Role

Change Control

All requests for a variation to the arrangement should be accompanied by a completed and signed copy of the Contract Change Note below:

Where service activity and payment are not determined but are managed by an agreed approval process this should be detailed in schedule 3 and a change control is not required.

Where the services are in the main static but subject to changes as service users exit and enter it is important that the Access, Referrals, Admission and Discharge Policies are agreed with the Provider and include an authorisation process with the HSE (see schedule 3 section 3 d). Changes to the service quantum under these authorised and agreed processes need to be reflected formally by a Change Control / Schedule 10. It is a matter for the HSE Service Manager and Provider to agree whether the change control process is activated for each change, on a periodic basis or in an annual final Change Control / Schedule 10.

Contract Change Note

All requests for a variation to the arrangement should be accompanied by a completed and signed copy of the Contract Change Note below:

Contract Change Note

Reference Number: …………………………….

WHEREAS the Service Provider and the Executive entered into an arrangement for the supply of Services dated [ ] (the “Original Arrangement”) and now wish to amend the Original Arrangement.

IT IS AGREED as follows:

1. With effect from [ ] the Original Arrangement shall be amended as set out in this Contract Change Note:

[*Drafting Note: Full details of any amendments to the Original Arrangement should be inserted here.]

Save as herein amended all other terms and conditions of the Original Arrangement shall remain in full force and effect.

Signed by ………………………………………… for and on behalf of the [PROVIDER]: For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 51 Alterations to legal clauses or official text in this contract are strictly prohibited 51 Date …………………………………………

Signed by ………………………………………… for and on behalf of HEALTH SERVICE EXECUTIVE: Date ………………………………………… * Elements to be covered should include.  Location of service  Description of service change  Quantum of service change if applicable  Start date of service change  End date of service change if applicable  Staffing implication of service change  Funding change required current year  Funding change required full year costs  Client identifier and profile either individual or general cohort description, involved in service change.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 52 Alterations to legal clauses or official text in this contract are strictly prohibited 52 IN WITNESS WHEREOF this Arrangement, including declarations contained in Schedule 5, is executed by the parties as follows:-

Signed by ………………………………………… for and on behalf of [PROVIDER]: Name: ………………………………… Date ………………………………………. Title …………………………………..

Signed by ………………………………………… for and on behalf of the HEALTH SERVICE EXECUTIVE: Name: …………………………………

Date ………………………………………. Title: …………………………………..

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 53 Alterations to legal clauses or official text in this contract are strictly prohibited 53 Appendix 1

Relevant Balanced Score Card and Performance Indicators Suite 2018 (Extract from relevant Operational Plan 2018)

Click on web link below to access http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/National-Service-Plan- 2018-Balanced-Score-Card-PI-Suites.html

Legislation, Policies, Procedures, Codes of Practice

The web link documents provide a hyperlink to all relevant documentation and have been devised to provide a “generic” listing which is relevant for all funding arrangements and a separate document for each service category mainly care groups. It is important that both documents are considered, and relevant Legislation, regulation, standards, policies, procedures and codes of practice are adhered to.

Please ensure that the Generic and Care Group Specific list of documents referenced in both Schedule 2 and Schedule 3 is examined thoroughly and relevant legislation, policy etc is complied with.

Click on web link below to access

http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/Policies,_Procedures,_ Guidelines,_Codes_of_Practice,_Legislation.html

ENHANCED HOME SUPPORT & PERSONAL CARE SERVICES TENDER SPECIFIC REQUIREMENTS 2016

Changes to these requirements since the Tender 2014 are summarised on page 6

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 56 Alterations to legal clauses or official text in this contract are strictly prohibited 56 Table of Contents

Glossary of Terms Introduction List of changes to 2014 Specifications

HIQA Theme 1: Person Centred Care and Support Specification 1: Principles of Service Delivery Specification 2: Information Specification 3: Communication Specification 4: Complaints Specification 5: Consent

HIQA Theme 2: Effective Care and Support Specification 6: Care Needs Assessment Specification 7: Home Care Plans Specification 8: Policies and Procedures Specification 9: Quality Control

HIQA Theme 3: Safe Care and Support Specification 10: Safeguarding & Protection of Service User Specification 11: Security of the Home Specification 12: Medication Management

HIQA Theme 4: Better Health and Wellbeing Specification 13: Better Health and Wellbeing

HIQA Theme 5: Leadership, Governance and Management Specification 14: Governance and Accountability Specification 15: Financial Procedures

HIQA Theme 6: Workforce Specification 16: Recruitment Specification 17: Training and Development Specification 18: Supervision of Staff Specification 19: Health and Safety Specification 20: Non-Discrimination

HIQA Theme 7: Use of Resources Specification 21: Use of Resources

HIQA Theme 8: Use of Information Specification 22: Records Specification 23: Confidentiality

Appendix 1: Policies and Procedures Appendix 2: Key Performance Indicators Appendix 3: Induction Training For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 57 Alterations to legal clauses or official text in this contract are strictly prohibited 57 Appendix 4: Alternative Relevant Qualifications Appendix 5: National Carers Competency Assessment Form

Glossary of Terms

Authorised officer Person authorised by the Contracting Authority to sign the Service Level Agreement with the Service Provider. Care Needs Identifies a Service Users dependencies and care needs in order to Assessment ensure that appropriate care is provided in an appropriate setting. This assessment will be carried out by appropriate Contracting Authority healthcare professionals. Common Combines assessment information from various sources, creating a Summary single, permanent and transferable report of the information relevant Assessment to a decision on an individual’s care needs at a given point in time. Report Contracting The Health Service Executive (HSE) Authority Data Protection The Irish Data Protection Acts, 1988 – 2003, where applicable, as Law amended from time to time and any regulations or enactments there under, together with any guidelines issued by the Data Protection Commissioner, any relevant EU regulations, directives, decisions or guidelines on data protection or data privacy.

Abuse Any act, or failure to act, which results in a breach of a vulnerable person’s human rights, civil liberties, physical and mental integrity, dignity or general well being, whether intended or through negligence, including sexual relationships or financial transactions to which the person does not or cannot validly consent, or which are deliberately exploitative. Abuse may take a variety of forms.

Freedom of The Irish Freedom of Information Acts 1997 – 2003, where Information Law applicable, as amended from time to time and any regulations or enactments there under, together with any guidelines issued by the Information Commissioner and any other relevant EU regulations, directives, decisions or guidelines.

Home Care Plan Plan developed between the Service User/family/informal carers and the delegated officer of the Contracting Authority to provide appropriate home care support based on the Care Needs Assessment. It includes formal/informal care provision for deficits in the Service User’s ability to undertake essential activities of daily living and includes a risk assessment. Home Care The Contracting Authority person responsible for arranging the Package Manager assessment of need, developing and co-ordinating the Service User’s plan, for monitoring its progress and for staying in regular contact with the Service User and/or their representatives and all other relevant stakeholders. Home Care A person who works for the Service Provider which provides home Support Worker care services to people who live at home. For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 58 Alterations to legal clauses or official text in this contract are strictly prohibited 58 Respite Service Services provided to support older persons at home and to support the carer. Personal care Includes assistance with acts of daily living. Policy A written operational statement of intent which helps staff make sound decisions and take actions that are legal, consistent with the aims of the Service Provider and the Minimum Required Specifications, and in the best interests of Service Users. Procedure The steps taken to fulfil a policy. Representative A person/nominated contact acting on behalf of a Service User, who may be a relative or a friend. Risk The likelihood of an adverse event or outcome. For Service Providers this may relate to the health and wellbeing of Service Users, staff and visitors. Service Provider The entity providing and managing the provision of home care support services on a daily basis and is an approved Contracting Authority provider Service User Person who is receiving the home care support service Service User’s Sets out the Service Provider’s aims and objectives and the range of Service Guide services it offers. Timesheet A record of staff attendance in the Service Users home in order to ensure care has been provided. Time Sheets can be either manual which requires a staff signature or in electronic form where staff clock in and out of Service Users home using tele-monitoring systems. This record is submitted with invoicing. .

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 59 Alterations to legal clauses or official text in this contract are strictly prohibited 59 Introduction

The Health Information and Quality Authority (HIQA) introduced the National Standards for Safer Better Healthcare in June 2012. The standards apply to all health care services provided or funded by the HSE. ‘The Authority has developed these National Standards to set out the key principles of quality and safety that would be applied in any health care service setting. The primary obligation will be on service providers to meet the National Standards and demonstrate this to service users and the public”.1

The Department of Health is currently considering the issue of statutory regulation for home care services. All home care service providers will be subject to compliance with any relevant legislation enacted.

For the purposes of this tender the HSE is using a revised version of the 2014 tender specific standards that each applicant organisation must demonstrate they can reach in order to be successful in this procurement process. To assist organisations the HSE 2016 tender specific standards have been arranged under the general themes of the Safer Better Healthcare National Standards.

Within the 2016 edition of tender specifications there have been a small number of changes since the 2014 tender, mainly relating to qualifications and requirements relating to staffing. Attention is drawn to these changes to ensure full compliance. Changes are referenced in summary on page 6. Minor changes e.g. typos, dates, syntax are not referenced in the summary.

The HSE is committed to quality service improvement and it is in this context with regulation of the home care sector expected in the near future, the HSE would encourage all staff working on HSE Contracts to achieve an appropriate qualification equivalent to QQI level 5 or higher, before the next HSE tender in 2018.

Foot note 1: Safer Better Healthcare, HIQA, p.10

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 60 Alterations to legal clauses or official text in this contract are strictly prohibited 60 Enhanced Home Support and Personal Care Services

Summary of changes to the 2014 Tender Specifications for the 2016 Specifications

Please note all changes below and read specification in full in relevant section of this document. Minor changes such as dates relevant to Tender 2016, syntax and typos are not referenced.

Specification Changes Within “Glossary” Section Definition of “Abuse” amended.

7.1 Home Care Plans: Specification amended to provide for improved Bullet Point 2 flexibility where home care services required by client are not time specific having regard to clinical issues.

Specification 10: Protection of Service User Please read this revised specification in full to ensure New title - full compliance Safeguarding and Protection of Service User

Specification 12: Medicines Please read this revised specification in full to ensure Management full compliance

Specification 17 Please read this revised specification in full to ensure Training & Development full compliance

Appendix 1 Minor changes in appendix 1 list of policies

Appendix 2 Amended KPIs should be read in full to ensure compliance Appendix 3 Induction - No Change

Appendix 4 Relevant Qualifications to be read in full to ensure compliance Appendix 5 National Carer Competency Assessment – please read in full in conjunction with Specification 17

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 61 Alterations to legal clauses or official text in this contract are strictly prohibited 61 HIQA Safer Better Healthcare Standards

Theme 1 HIQA National Standards for Safer Better Healthcare Person-Centred Care and Support

Standard 1.1 The planning, design and delivery of services are informed by service users’ identified needs and preferences.

Standard 1.2 Service users have equitable access to healthcare services based on their assessed needs.

Standard 1.3 Service users experience healthcare which respects their diversity and protects their rights.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 62 Alterations to legal clauses or official text in this contract are strictly prohibited 62 Standard 1.4 Service users are enabled to participate in making informed decisions about their care.

Standard 1.5 Service users’ informed consent to care and treatment is obtained in accordance with legislation and best available evidence.

Standard 1.6 Service users’ dignity, privacy and autonomy are respected and promoted.

Standard 1.7 Service providers promote a culture of kindness, consideration and respect.

Standard 1.8 Service users’ complaints and concerns are responded to promptly, openly and effectively with clear communication and support provided throughout this process.

Standard 1.9 Service users are supported in maintaining and improving their own health and wellbeing.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 63 Alterations to legal clauses or official text in this contract are strictly prohibited 63 The following specifications fall under HIQA National Standards for Safer Better Healthcare Theme 1: Person-Centred Care and Support

Specification 1: Principles of Service Delivery It shall be the duty of the Service Provider to provide services to the Minimum Required Specifications outlined below, to the satisfaction of the authorised officer or other designated person.

1.1 The provision of person centred care is fundamental to the ethos of the service provider.

1.2 The views, values and preferences of Service Users are actively sought and respected. These are taken into account in the provision of their care.

1.3 Service Users receive care based on need, and which is respectful of their age, gender, sexual orientation, disability, marital status, social class, family status, race, religious belief, or membership of the Traveller Community (not an exhaustive list).

1.4 Service Users are treated with consideration and respect.

1.5 Service Users dignity, privacy and autonomy are respected and protected.

1.6 Service Users and their representatives are assisted to make their decisions and are supported in maintaining their independence.

1.7 Service Providers openly and actively communicate with Service Users.

1.8 Service Users are actively supported to maintain and improve their own health and well being. (Better Health and Wellbeing 13.1)

1.9 Complaints and concerns are promptly, effectively and fairly received, addressed and acted upon. Service Users are communicated with and supported throughout the process.

1.10 Service Users’ personal information is handled appropriately and their personal confidences are respected.

Specification 2: Information The Service Providers must provide Service Users with accessible, clear and relevant information about the services and how Service Providers interact with Service Users. It must include but not limited to

2.1 A Service User’s Service Guide setting out its aims and objectives, the range of services it offers, the client group it services, contact details of Service Provider, complaints’ management, information on service delivery policies such as entry to the home, key holding, cover arrangements for leave, supplies and equipment provided to Service Users and/ or their representative, circumstances when service For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 64 Alterations to legal clauses or official text in this contract are strictly prohibited 64 may be cancelled or withdrawn including where there is temporary cancellation by Service User. Specification: 3 Communication

3.1 All staff must communicate with Service Users and their families in a respectful and appropriate manner.

3.2 English is the language of choice unless otherwise specified by the Service User/carer. Where possible in Gaelteacht areas, Irish speakers should be provided where requested.

3.3 The Service Provider must ensure that all staff are competent to communicate effectively with Service Users.

Specification 4: Complaints Service Providers will give a written commitment to the following and produce evidence where appropriate:

4.1 The Service Provider will act in accordance with Part 9 (Complaints) of the Health Act 2004

4.2 The Service Provider will at all times adhere to its policy and procedures regarding the management of complaints including the stages and timescales for dealing with any complaint.

4.3 The Service Provider must provide a written complaints policy to every Service User that includes relevant contact details and procedures to follow in order to make a complaint.

4.4 Service Users must be informed of the Contracting Authority’s policy Your Service Your Say.

4.5 All complaints received, must be managed, documented and retained in a complaints log by the Service Provider for inspection by the Contracting Authority. The Service Provider shall have a system in place to analyse and identify any patterns of complaints.

4.6 Complaints which pose a risk to the wellbeing of the Service User or the Contracting Authority must be reported immediately to the authorised officer and managed in close consultation between all parties.

Specification 5: Consent The Service User is presumed to be capable of making informed decisions except in the circumstances outlined in Criteria 5.4

5.1 The Service Provider shall have a policy that outlines the procedure for seeking consent. The policy addresses when the Service User and/or their representatives does not wish to consent and when the Service User lacks the capacity to consent. The policy is consistent with Health Service Executive National Consent Policy For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 65 Alterations to legal clauses or official text in this contract are strictly prohibited 65 published May 2013 (QPSD-D-026-1.V1) and any guidance issued by professional regulatory bodies. 5.2 The Service User’s capacity or lack of capacity to give informed consent on one occasion is not assumed to hold true on another occasion.

5.3 The information provided to the Service User and/or their representatives, for the purpose of informing choices, is given at the earliest opportunity and in a manner that he/she and/or their representatives can understand in order to ensure, as far as possible, that he/she and/or their representatives has sufficient time to consider the information given and his/her options.

5.4 Where the Service Provider or any individual Home Care Support Worker has reasonable grounds to suspect or believe that the Service User may not have the requisite capacity to make informed decisions, they must bring this to the attention of the Contracting Authority without delay. The Service Provider or any individual Home Care Support Worker must not make any decisions on behalf of a Service User who they reasonably believe or suspect to lack the requisite capacity to make informed decisions, unless they have been directed to do so by the Contracting Authority except in respect of emergency circumstances.

5.5 Where written consent is required, forms are maintained within individual case records.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 66 Alterations to legal clauses or official text in this contract are strictly prohibited 66 Theme 2 HIQA National Standards for Safer Better Healthcare Effective Care and Support

Standard 2.1 Healthcare reflects national and international evidence of what is known to achieve best outcomes for service users.

Standard 2.2 Care is planned and delivered to meet the individual service user’s initial and ongoing assessed healthcare needs, while taking account of the needs of other service users.

Standard 2.3 Service users receive integrated care which is coordinated effectively within and between services.

Standard 2.4 An identified healthcare professional has overall responsibility and accountability for a service user’s care during an episode of care.

Standard 2.5 All information necessary to support the provision of effective care, including information provided by the service user, is available at the point of clinical decision making.

Standard 2.6 Care is provided through a model of service designed to deliver high quality, safe and reliable healthcare.

Standard 2.7 Healthcare is provided in a physical environment which supports the delivery of high quality, safe, reliable care and protects the health and welfare of service users.

Standard 2.8 The effectiveness of healthcare is systematically monitored, evaluated and continuously improved.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 67 Alterations to legal clauses or official text in this contract are strictly prohibited 67 The following specifications fall under HIQA National Standards for Safer Better Healthcare Theme 2: Effective Care and Support

Specification 6: Care Needs Assessment

6.1 The Care Needs Assessment will be completed by the Contracting Authority in consultation with the Service User and where appropriate with their family/representative. A Home Care Plan will be developed on the basis of the Care Needs Assessment.

6.2 Provision and access to HSE funded services will be determined by decision of the Contracting Authority only in line with available resources.

6.3 The relevant Contracting Authority health professional will initiate a Care Needs Assessment on receipt of a referral.

6.4 Informed consent must be obtained from the Service User or their representative prior to undertaking a Care Needs Assessment.

6.5 A Care Needs Assessment for services will be undertaken by health professionals as determined by the Contracting Authority.

6.6 Pending implementation of a national assessment tool in their area, staff should continue to use existing assessment tools to contribute to the completion of the Common Summary Assessment Report (CSAR) until such time as the Single Assessment Tool is implemented.

Specification 7: Home Care Plans

7.1 The Home Care Plan will be developed by the Contracting Authority in consultation with the Service User and where appropriate with their family/representative. The Service Provider will deliver the service as per the Home Care Plan.

 The Service Provider ensures that a home environmental risk assessment is undertaken prior to the delivery of service.

 The Home Care Plan and schedule of tasks are provided to the Service User and Service Provider and a copy is kept in the Service Users home. Where services are not required per the Care Plan to be time specific the provider and service user (&/or representative) will agree on times of attendance to suit the Service Users needs & preferences. Based on the Home Care Plan and Schedule of Services the home care worker completes and signs the Service Provider’s Record of Service Delivery at the end of every period worked. A copy of the Service Provider’s Record of Service Delivery shall be kept in the Service Users home and be available for monitoring and inspection.

 All Home care services will be subject to regular reviews by the relevant healthcare For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 68 Alterations to legal clauses or official text in this contract are strictly prohibited 68 professional. Each Home Care Plan must have a review date and changes to Home Care Plan can only take place in context of a review.

7.2 The Contracting Authority reserves the right to review a client and the services being provided as appropriate.

7.3 Any assessment of the hourly needs of any Service User is a decision to be made, at its sole discretion, by the Contracting Authority. If the Service Provider or any individual Home Care Support Worker is of the view that a Service User requires an alteration to their hourly needs, they must solely bring this to the attention of the Contracting Authority without delay.

7.4 In the event that the circumstances/needs of the Service User change, the Service Provider will report the details to the appropriate Contracting Authority health professional who will arrange a review.

7.5 The Service Provider must make available appropriate staff to participate/attend/contribute in reviewing of Home Care Plans as requested by the Contracting Authority as part of the contract.

7.6 The Service Provider must provide clear contact details to enable the Service User/ their family to contact the Service Provider in the event of the Home Carer not turning up for work or due to any other unforeseen circumstance.

Specification 8: Policies and Procedures

8.1 The Service Provider implements a clear set of current policies and procedures to support practice and meet the requirements of legislation, which are dated and monitored as part of the quality assurance process. The policies and procedures are reviewed and amended at a minimum of two years or less if required. See Appendix 1 for list of policies.

8.2 The Service Provider must ensure staff are trained and are familiar with current policies, procedures and codes of practice. In addition Service Users and or their representative have access to relevant information on the policies and procedures as appropriate.

8.3 The Contracting Authority reserves the right to request and inspect all relevant policies and procedures in the power, procurement and/or control of the Service Provider in relation to the Services.

Specification 9: Quality Control

9.1 The Service Provider shall have satisfactory controls in place to ensure that services specified in the Home Care Plans of individual Service Users are delivered.

9.2 There is an effective system for continuous quality improvement based on the For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 69 Alterations to legal clauses or official text in this contract are strictly prohibited 69 outcomes for Service Users, in which guidelines and indicators to be achieved are clearly defined and monitored on a continuous basis by home care support workers and their line managers. 9.3 The Service Provider must provide details of all quality programmes including quality audits to the Contracting Authority on annual basis.

9.4 There is a process and a procedure for consulting with Service Users and/or their representatives about the home care support service on a regular basis to include:

 A visit to Service Users undertaken by a supervisor or manager and combined, where appropriate, with a review of the home care support plan or monitoring the performance of the home care support worker

 Feedback is actively sought from the Service User and/or their representatives on an on-going basis on the services provided. The Service Provider shall clearly demonstrate how the impact of the Service User’s and/or their representative feedback informs reviews and future planning.

9.5 The Service Provider shall co-operate with the Contracting Authority on organisational reviews/service evaluation that the Contracting Authority may be required to undertake.

9.6 The Service Provider will ensure that their staff’s attendance is recorded accurately. Proof of such attendance and records of staff’s attendance must be available to the Contracting Authority, if required, for a period no less than the statutory requirements in relation to record keeping.

9.7 The Service Provider will give a commitment that, wherever possible, services to individual Service Users will routinely be delivered by the same worker; alternative workers may provide services when the assigned worker is sick or on leave. In such cases, the Service Provider manager will notify the Service User with regards to the change of new worker in an appropriate and timely manner and Service Provider must provide evidence of a policy outlining circumstances where a worker might be changed.

9.8 The Contracting Authority shall reserve the right to review a Service User and services being provided at any stage.

9.9 The Service Provider shall appoint a person to be the Manager responsible for the satisfactory delivery of contracted services and shall inform the Contracting Authority of the identity of any person so authorised.

9.10 The Service Provider shall inform the designated officer in the Contracting Authority promptly of any unresolved problem(s) concerning the provision of the services.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 70 Alterations to legal clauses or official text in this contract are strictly prohibited 70 Theme 3 HIQA National Standards for Safer Better Healthcare Safe Care and Support

Standard 3.1 Service providers protect service users from the risk of harm associated with the design and delivery of healthcare services.

Standard 3.2 Service providers monitor and learn from information relevant to the provision of safe services and actively promote learning both internally and externally.

Standard 3.3 Service providers effectively identify, manage, respond to and report on patient-safety incidents.

Standard 3.4 Service providers ensure all reasonable measures are taken to protect service users from abuse.

Standard 3.5 Service providers fully and openly inform and support service users as soon as possible after an adverse event affecting them has occurred, or becomes known, and continue to provide information and support as needed.

Standard 3.6 Service providers actively support and promote the safety of service users as part of a wider culture of quality and safety.

Standard 3.7 Service providers implement, evaluate and publicly report on a structured patient-safety improvement programme.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 71 Alterations to legal clauses or official text in this contract are strictly prohibited 71 The following specifications fall under HIQA National Standards for Safer Better Healthcare Theme 3: Safe Care and Support

Specification 10: Safeguarding and Protection of Service User

10.1 Service Providers shall take all steps necessary to eliminate the risk to Service Users of abuse from Service Providers, other Service Users and others, including physical or psychological ill-treatment, theft, misuse or misappropriation of money or property, sexual abuse, neglect and acts of omission which cause harm or place at risk of harm, while receiving care.

10.2The Service Provider must have in place and implement policies, procedures and practices which are consistent with Children First National Guidance for the Protection and Welfare of Children including:  All staff should be aware of their responsibilities under Children First.  Ensure that staff members are aware of how to recognise signs of child abuse or neglect;  Develop a Child Protection and Welfare Policy and Procedures for staff who may have reasonable grounds for concern about the safety and welfare of children involved with the organisation. These procedures should not deviate from the current Children First: National Guidance.  Identify a designated liaison person to act as a liaison with outside agencies and a resource person to any staff member who has a child protection or welfare concern.  The Service Provider must also comply with the requirements of the Children First Act 2015 as it is commenced.

10.3 The Service Provider must ensure that the employees understand the concept of safeguarding.  The Service Provider must have in place policies and procedures which conform to the HSE’s Safeguarding Vulnerable Persons at Risk of Abuse – National Policy and Procedures.  Where there are concerns of abuse and/or neglect of vulnerable adults, the agencies’ written procedures must conform to the procedures outlined in the HSE Safeguarding Policy.

10.4 The Service Provider must have policies in place to ensure the safeguarding of vulnerable persons and staff in the home which include the following;

 Safeguarding training programmes included in induction and training programmes  Service Providers shall not withdraw services from a Service User without prior consultation with the appropriate Contracting Authority staff.  Service Providers shall cooperate with Contracting Authority legal advisers in any legal proceedings that arise from allegations of abuse to Service Users.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 72 Alterations to legal clauses or official text in this contract are strictly prohibited 72 Specification 11: Security of the Home

11.1 Home care workers shall ensure the security and safety of the home and the Service User at all times when providing home care support service.

11.2 The Service Provider must have clear procedures in place in relation to:  Entering the homes of Service Users and key holding  Being unable to gain access and dealing with emergencies

11.3 Identity cards must be provided for all home care support workers entering the home of Service Users. The cards must display:  Photograph of the home care worker  The name of the home care worker and employing Service Provider  Date of issue and an expiry date which must not exceed 24 months from the date of issue  The HSE logo can not be used by any Service Provider at any time.

11.4 The cards must be:  Laminated or otherwise tamper proof  Retrieved, renewed and replaced within at least 24 months from the date of issue.  Returned to the Service Provider when employment ceases  For people with special communication requirements, there are clear and agreed ways of identifying home care workers from the Service Provider.

Specification 12: Medicines Management

12.1 The Service Provider shall ensure that they have a clear and up to date written policy on Medicines Management which is adhered to by all staff. It identifies the parameters and circumstances for assisting with medicines in the client’s home. The policy is supported by training. Training is updated as required in response to legislation and service users’ requirements.

The policy will include the following: Procedures: - For obtaining prescriptions - For obtaining prescribed medicines - For recording information on the schedule of services maintained in the clients file

Assistance with prompting to take medicines (as identified in the Care Needs Assessment and is detailed in the Home Care Plan) - Non nursing home care staff may only provide assistance with prompting the service user to take medicines and must record all prompts in the schedule of services/Home Care Plan record

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 73 Alterations to legal clauses or official text in this contract are strictly prohibited 73 - Assistance with prompting to take medicines is only performed with the informed consent and authorisation of the service user and or/their representative as per the Home Care Plan agreed with the contracting authority & the service provider

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 74 Alterations to legal clauses or official text in this contract are strictly prohibited 74 Theme 4 HIQA National Standards for Safer Better Healthcare Better Health and Wellbeing

Standard 4.1 The Health and wellbeing of services users are promoted, protected and improved.

The following specifications fall under HIQA National Standards for Safer Better Healthcare Theme 4: Better Health and Wellbeing

Specifications 13: Better Health & Well Being

13.1 : Service Users are actively supported to maintain and improve their own health and well being. (1.8 Person-Centred Care and Support)

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 75 Alterations to legal clauses or official text in this contract are strictly prohibited 75 Theme 5 HIQA National Standards for Safer Better Healthcare Leadership, Governance and Management

Standard 5.1 Service providers have clear accountability arrangements to achieve the delivery of high quality, safe and reliable healthcare.

Standard 5.2 Service providers have formalised governance arrangements for assuring the delivery of high quality, safe and reliable healthcare.

Standard 5.3 Service providers maintain a publicly available statement of purpose that accurately describes the services provided, including how and where they are provided.

Standard 5.4 Service providers set clear objectives and develop a clear plan for delivering high quality, safe and reliable healthcare services.

Standard 5.5 Service providers have effective management arrangements to support and promote the delivery of high quality, safe and reliable healthcare services.

Standard 5.6 Leaders at all levels promote and strengthen a culture of quality and safety throughout the service.

Standard 5.7 Members of the workforce at all levels are enabled to exercise their personal and professional responsibility for the quality and safety of services provided.

Standard 5.8 Service providers have systematic monitoring arrangements for identifying and acting on opportunities to continually improve the quality, safety and reliability of healthcare services.

Standard 5.9 The quality and safety of services provided on behalf of healthcare service providers are monitored through formalised agreements.

Standard 5.10 The conduct and provision of healthcare services are compliant with relevant Irish and European legislation.

Standard 5.11 Service providers act on standards and alerts, and take into account recommendations and guidance, as formally issued by relevant regulatory bodies as they apply to their service. For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 76 Alterations to legal clauses or official text in this contract are strictly prohibited 76 The following specifications fall under HIQA National Standards for Safer Better Healthcare Theme 5: Leadership, Governance and Management

Specification 14: Governance and Accountability

14.1 The Service Provider must ensure that there is a management structure in place, including clear lines of accountability, which enables the Service Provider to deliver services effectively on a 24 hr 7 day week basis. This information including contact details is communicated to all relevant parties – client, provider staff and HSE.

14.2 The Service Provider must ensure that there is a named person responsible for the day to day management (Service Manager) who will liaise with the Contracting Authority. The Service Provider must provide copies of 2 references, garda clearance and health fitness statement for this person. In the event that person is replaced then the Service Provider must notify the Contracting Authority within 7 working days and furnish the Contracting Authority with the same information for the replacement person.

14.3 As outlined in Specification 17, the Service Manager shall ensure that all staff receive training in and are familiar with all current policies and procedures in the delivery of care in the home setting. Clear evidence in this regard shall be made available to the Contracting Authority if required or requested.

14.4 The Service Manager must ensure that applicable legislation, regulatory requirements, e.g. to The Organisation of Working Time Act 1997, best practice and relevant codes of practice are met.

14.5 The Service Provider must ensure that services are effectively planned, managed and delivered to maintain the quality and safety of care when demand, service requirements, resources or capabilities change.

14.6 Service Providers must operate within their stated scope and purpose of care and proposed changes are communicated to relevant stakeholders and necessary approval is sought, where applicable.

14.7 The Service Provider must ensure that there is evidence of a Human Resource policy in place including grievance and disciplinary procedures.

14.8 The Service Provider must provide key performance indicators as detailed in Appendix 2 and these will be included within any service agreement signed by the HSE

Specification 15: Financial Procedures

15.1 Systems are in place so that accurate calculation can be made of the charges for the service, to submit invoices regularly and to identify and follow up on late payment. For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 77 Alterations to legal clauses or official text in this contract are strictly prohibited 77 15.2 Monthly returns of all work carried out on behalf of the Contracting Authority with a breakdown e.g. of type of work, hours, which will be submitted on a monthly basis or as agreed locally.

15.3 Time sheets must be signed by the home care worker and Service User/representative to verify service provision.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 78 Alterations to legal clauses or official text in this contract are strictly prohibited 78 Theme 6 HIQA National Standards for Safer Better Healthcare Workforce

Standard 6.1 Service providers plan, organise and manage their workforce to achieve the service objectives for high quality, safe and reliable healthcare.

Standard 6.2 Service providers recruit people with the required competencies to provide high quality, safe and reliable healthcare.

Standard 6.3 Service providers ensure their workforce have the competencies required to deliver high quality, safe and reliable healthcare.

Standard 6.4 Service providers support their workforce in delivering high quality, safe and reliable healthcare.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 79 Alterations to legal clauses or official text in this contract are strictly prohibited 79 The following specifications fall under HIQA National Standards for Safer Better Healthcare Theme 6: Workforce

Specification 16: Recruitment

16.1 Best practice would indicate that all posts are filled following an open competition for the purposes of obtaining the best candidate for the post. As part of the recruitment process the following key aspects need to be fulfilled and documented:  The persons providing care must have undergone an face to face interview which includes a thorough assessment of the candidates career history, credentials  Two written references must be provided, one of which must come from the most recent employer and is followed up by a telephone call prior to appointment.  Verification of identity, Garda / international Police Clearance Certificate.  All staff must furnish a medical certificate of medical fitness from a registered medical practitioner. Any medical examination of any member of the provider’s staff required by the provision of the contract shall be arranged and paid for by the provider  Verification of qualifications & training claimed and ability to communicate effectively in English language  Each employee must have a written job description and written job specification  Work permit if required  The Service Provider must have a formal contract of employment which includes a probationary period with each of their employees  Driving licence, car tax and car insurance must be provided to the Service Provider if appropriate

16.2 Appropriate HR practices and policies are followed during the full course of employment

16.3 Employees must not be assigned to provide paid care to a member of their immediate family.

16.4 The Service Provider must ensure that its staff, maintains acceptable levels of personal hygiene and there is an appropriate dress code including footwear in place for all employees. Any motif or badge on a uniform provided must only show the Service Provider’s name and or logo.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 80 Alterations to legal clauses or official text in this contract are strictly prohibited 80 Specification 17: Training and Development

17.1 Induction: Home Care Support Workers must receive care skills induction training on commencement of employment and prior to starting their first care assignment. The induction training must meet the objectives as laid out in Appendix 3. Induction training must be at a minimum of 20 hours including 5 hours practical application of theory in a classroom/ skills laboratory setting.

17.1.1 Shadowing: A new member of staff must be supervised and shadowed during the first 5 hours of direct client contact prior to working alone with service users for the first time; ideally this supervision will cover more than one client.

17.2 Qualifications: The HSE recommended level of qualification for working on HSE contracts is a relevant QQI approved major award at Level 5 or higher. Relevant major awards at QQI Level 5 include:

Code Level Title Type

5M3782 5 Health Service Skills Major 5M2786 5 Community Care Major 5M4339 5 Healthcare Support Major 5M4349 5 Nursing Studies Major

or a qualification equivalent to or at a higher level than this. (For further clarification please see Appendix 4)

17.3 The Service Provider must have on file for all staff working on HSE Contracts for inspection by Contracting Authority, if required or requested:

17.3.1 Verified copies of qualifications including statutory requirements (e.g: Patient & Manual Handling) – see below for additional information on qualifications and experience

17.3.2 National Carers Competency Assessment (Appendix 5) satisfactorily completed annually - The Assessor must have a qualification higher than QQI Level 5 and suitable experience appropriate for the assessment. Where Competency Assessment demonstrates that staff member is currently

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 81 Alterations to legal clauses or official text in this contract are strictly prohibited 81 not skilled/ competent to undertake the work of the HSE contract, the Provider will not assign this staff member to HSE clients.

17.3.3 An up to date training plan (reviewed at least annually but more regularly having regard to competency assessment & legislative requirements) which demonstrates:

(a) Action plan to achieve the full QQI 5 Level Major Award or other relevant (equivalent or higher) award by 2018 (b) Action plan to ensure that home care worker maintains competencies & skills in order to fulfil role in meeting the needs of clients (c) Plan to ensure that minimum mandatory training requirements for home care workers are met and updated on an ongoing basis. (d) Record of all successfully completed staff training and development modules

17.4 The HSE requires the following as a minimum in relation qualifications and experience in order to work onto this HSE contract:

17.4.1 Qualified existing home care staff:

 Staff with verifiable paid home care industry experience of more than 1 year in the last 3 years and

 Hold a recognised qualification at a minimum of 2 modules QQI Level 5 Modules- Care Skills and Care of the Older or a qualification equivalent to or at a higher level than this.

17.4.2 New Entrants to Home Care Industry & Staff with < 1yr experience:

All new entrants to the home care industry & those with less than one year of paid home care industry experience in the last 3 years must, prior to working on this HSE Contract, have as a minimum;

 Obtained at a minimum QQI Level 5 Modules- Care Skills and Care of the Older Person and

 Received appropriate Induction/Shadowing as stated in 17.1 and Appendix 3 and

 An up to date Patient & Handling Certificate including hoist training and

 National Carer Competency Assessment satisfactorily completed and on file (Appendix 5) with training plan to address any training needs identified.

17.4.3 Unqualified Existing Home Care Staff -:

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 82 Alterations to legal clauses or official text in this contract are strictly prohibited 82 All staff with paid home care industry experience of more than 1 year in the last 3 years, who do not hold a recognised relevant qualification, must prior to working on this HSE Contract, have as a minimum;

 Received appropriate Induction/Shadowing as stated in 17.1 and Appendix 3 and

 An up to date Patient & Handling Certificate including hoist training and

 Committed to obtaining at a minimum QQI Level 5 Modules- Care Skills and Care of the Older Person within 11 months of first working on this HSE contract and

 National Carer Competency Assessment satisfactorily completed and on file (Appendix 5) with training plan to address any training needs identified.

Specification 18: Supervision of Staff

18.1 All new Home Care staff must be supervised on a one to one basis for the first 5 hours of their HSE assignments. Ideally this supervision will cover more than one client

18.2 Home care workers must have access to line managers during out of hours and this must be demonstrated by the Service Provider.

18.3 Home care workers must receive supervision from an appropriate relevant/designated person as required or deemed necessary.

18.4 Service Providers must have policies and procedures in compliance with statutory regulations and relevant employment legislation.

18.5 The Service Provider’s staff is not permitted any visitors nor allowed to bring anyone else with them to the Service User’s home while on duty, with the exception of mentoring/supervisory/management staff from the agency.

18.6 The Service Provider shall prohibit staff from smoking in Service Users’ homes or consuming alcohol at any time while on duty and shall not permit any member of staff who is under the influence of alcohol or otherwise has diminished capacity to work or attempt to work on behalf of the Contracting Authority.

18.7 The Service Provider must have contingency plans in place in the event that a worker does not turn up for work in a Service User’s home.

Specification 19: Health and Safety

19.1 Health and Safety Policies and procedures must be submitted with the Service Provider’s tender documentation.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 83 Alterations to legal clauses or official text in this contract are strictly prohibited 83 19.2 The Service Provider shall ensure that their staff acts in full accordance with the Health and Safety at Work Act 2005 and any other relevant legislation whilst on the Service User’s premises or engaged in the provision of the services on behalf of the contracting authority.

19.3 The Service Provider shall ensure that there must be a current infection control policy in place with appropriate procedures in place for implementation in line with national and international guidance. All staff caring for or interacting with service users should be trained in the principles of standard precautions (including hand hygiene) and transmission based precautions.

19.4 The Service Provider in accordance with relevant legislation, promotes healthy and safe working practices through the provision of information, training, supervision and monitoring staff under the following broad headings which is not exhaustive:

 Infection control including protective clothing where appropriate  Moving and handling  Falls prevention  Food safety  Responsibility for notification to relevant Contracting Authority staff regarding maintenance of equipment and machinery.

19.5 The Service Provider ensures that all significant events including accidents, injuries, dangerous occurrences and incidents of fire are recorded and are notified to relevant Contracting Authority staff.

19.6 The Service Provider must outline the range of personal protective clothing they will provide to the Service Provider’s staff.

19.7 Service Providers must ensure that, as far as it is reasonable, working conditions and practices secure the health, safety and welfare of their Home Care Support Workers whilst at work.

19.8 The attention of Service Users, family members and representatives of Service Users, must be drawn to any potential risk to Home Care Support Workers and to their general duty to provide a safe working environment.

19.9 Where a Home Care Support Worker will be required to work in a Service User’s home, Service Providers must carry out a Health & Safety risk assessment. The risk assessment must be discussed with the Home Care Support Worker before they are required to attend the Service User’s home.

19.10 Service Provider must have an appropriate Lone Working policy for Lone Workers.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 84 Alterations to legal clauses or official text in this contract are strictly prohibited 84 Specification 20: Non-Discrimination

20.1 The Service Provider must not discriminate unlawfully against Home Care Support Workers, people applying for positions as Home Care Support Workers, Service Users, their families or representatives, on the grounds of their age, gender, sexual orientation, disability, marital status, social class, family status, race, religious belief, or membership of the Traveller Community (not an exhaustive list).

Theme 7 HIQA National Standards for Safer Better Healthcare Use of Resources

Standard 7.1 Service providers plan and manage the use of resources to deliver high quality, safe and reliable healthcare efficiently and sustainably.

Standard 7.2 Service providers have arrangements in place to achieve best possible quality and safety outcomes for service users for the money and resources used.

The following specifications fall under HIQA National Standards for Safer Better Healthcare Theme 8: Use of Resources

Specifications 21: Resources

21.1 Service Providers must ensure HSE funding is used as per the client home care plan and is in compliance with the agreed signed service agreement.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 85 Alterations to legal clauses or official text in this contract are strictly prohibited 85 For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 86 Alterations to legal clauses or official text in this contract are strictly prohibited 86 Theme 8 HIQA National Standards for Safer Better Healthcare Use of information

Standard 8.1 Service providers use information as a resource in planning, delivering, managing and improving the quality, safety and reliability of healthcare.

Standard 8.2 Service providers have effective arrangements in place for information governance

Standard 8.3 Service providers have effective arrangements for the management of healthcare records.

The following specifications fall under HIQA National Standards for Safer Better Healthcare Theme 8: Use of Information

Specifications 22: Records

22.1 All personal health information must be maintained securely, must be up to date and in good order and must be constructed, maintained and used in accordance with Data Protection Law and Freedom Of Information Law and any other relevant legislation, regulatory and/or registration requirements.

22.2 Service Providers must have a clear policy on data protection and retention which is in compliance with Data Protection Law. All Home Care Support Workers must be trained in, familiar with and adhere to these policies.

22.3 Personal health information must be maintained for a period of time in compliance with the Service Provider’s policy on data protection and retention and in compliance with Data Protection Law and, in any case, for a minimum period of eight years from the date of last contact with the Service User. At the end of this period, records should be permanently anonymised or securely destroyed.

22.4 Service Providers should take reasonable steps to protect the personal health information they hold from misuse and loss and from unauthorised access, modification or disclosure. These measures should be in compliance with Data Protection Law.

22.5 Service Providers must ensure that their policy on data protection and retention includes provision for the transfer of personal health information to another Service User and/or to the Contracting Authority in the event of the Service Provider ceasing to provide services under the Framework Agreement for any reason.

22.6 A copy of the Home Care Plan must be maintained at the Service User’s home and must be made available, subject to the informed consent of the Service User, to all For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 87 Alterations to legal clauses or official text in this contract are strictly prohibited 87 health care professionals involved in the Service User’s care and to the Contracting Authority.

Specification 23: Confidentiality

23.1 All staff must treat information given by the Contracting Authority and Service Users or their representatives in confidence, subject to the consent of the Service User and exceptions provided for under Irish law. They must handle information about Service Users in line with Contracting Authority policy and in accordance with Data Protection Law and the Service Providers written policies and procedures to ensure the best interests of the Service User are maintained.

23.2 Confidentiality policy and procedures for sharing of information must be made available to all Service Users and representatives.

23.3 The Service Provider maintains all the records required for the protection of Service Users and the efficient running of the business in accordance with Specification 17 and in accordance with Irish law.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 88 Alterations to legal clauses or official text in this contract are strictly prohibited 88 TENDER SPECIFIC REQUIREMENTS 2016 (SPECIFICATIONS)

APPENDICES

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 89 Alterations to legal clauses or official text in this contract are strictly prohibited 89 Tender Specifications Appendix 1

Policies and Procedures

The following list of policies and procedures in accordance to the Minimum Required Standards should be in place (list not exhaustive):

 Mission statement outlining ethos of organisation  Service User’s Service Guide  Confidentiality & Data Protection  Complaints Process and Management  Safeguarding Vulnerable Persons at Risk of Abuse  Protection of Children  Financial Abuse  Security of the Home  Consent  Autonomy Guidance (HIQA)  Home Environment Risk Assessment  Delivery of the Home Care Plan  Dealing with Challenging Behaviour  Medication Management  Recruitment to include copies of Employee Contract & Job Descriptions & Specifications  Staff Development and Training  Induction  Mandatory Training  Supervision of Staff  Health and Safety  Record Keeping  Quality Controls

Key Performance Indicators – Home Care Tender

The HSE will operate 3 key performance indicators (KPIs) in the contract management of any service arrangements / contracts that are awarded as a result of this Tender with the successful providers.

The KPIs have been developed with reference to the Quality Standards set out in the Enhanced Home Care Tender Specification included in the Invitation to Tender suite of documents.

Successful providers will be required to complete a self-declaration on a quarterly basis to accompany their monthly invoice submitted to the HSE for payment. The HSE paying authority must sign the declaration and file as part of its payment & quality assurance systems.

The HSE reserves the right to audit & quality assure the self-declarations return at any point.

The 3 KPI are as follows:

1. Training /Qualifications

This KPI refers to the qualifications standard required by the HSE in relation to the home care staff providing home care services to HSE clients and has two parts.

New Entrants to Home Care Industry & Staff with < 1yr experience:

All new entrants to the home care industry & those with less than one year of paid home care industry experience in the last 3 years must, prior to working on this HSE Contract, have as a minimum;

 Obtained at a minimum QQI Level 5 Modules- Care Skills and Care of the Older Person and

Unqualified Existing Home Care Staff -:

All staff with paid home care industry experience of more than 1 year in the last 3 years, who do not hold a recognised relevant qualification, must prior to working on this HSE Contract, have as a minimum;

 Committed to obtaining at a minimum QQI Level 5 Modules- Care Skills and Care of the Older Person within 11 months of first working on this HSE contract and

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 91 Alterations to legal clauses or official text in this contract are strictly prohibited 91 KPI Detail: Providers must self-declare the % of their staff working on HSE contracts that have successfully completed the 2 modules - Care Skills & Care of the Older Person modules in the required timescales. a) % of New Entrants to Home Care Industry & Staff with < 1yr experience this quarter who have completed the two modules prior to commencement on HSE contract  Denominator – total number of new entrants employed for first time on HSE contract this quarter  Numerator – total number of new entrants this quarter who had obtained the required modules prior to commencement on HSE contract  Calculation - Numerator divided by Denominator multiplied by 100  Target 100% at any time

b) % of Unqualified Existing Home Care Staff who are compliant with commitment on commencement on HSE contract this quarter and have not exceeded time line of 11 months for obtaining the 2 required QQI modules

 Denominator – total number of unqualified staff employed this quarter on HSE contract who committed to qualification requirement  Numerator – total number of unqualified staff employed on HSE contract remaining within the terms of their agreement i.e. have not exceeded time commitment (11 months) for qualification requirement  Calculation - Numerator divided by Denominator multiplied by 100  Target 100% at any time i.e. all unqualified staff members who committed to 2 modules within 11 months of commencement of employment remain compliant at the end of reporting quarter

Provider’s records must be available for data validation for 12 months following conclusion of this contract.

2. Care Plans – Service Delivery in accordance with Plan – “No Show”

This KPI is a quality assurance measure related to delivery of care in accordance with the clients Care Plan. The metric for the attendance KPI is ‘NO SHOW’ as follows & is an indicator of reliability and an important quality indicator of service provision:

a. No show by provider care staff - as per the quality standards the provider must ensure that the home care hours accepted by the provider are delivered as agreed at the specified time.

b. The Target is 100%

3. Care Plans – Service Delivery in accordance with Plan – Timely acceptance of work and delivery to Care Plan

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 92 Alterations to legal clauses or official text in this contract are strictly prohibited 92 This KPI refers to the provider’s acceptance or rejection of offers of work promptly, and to the delivery of the required home care in line with the clients Care Plan following acceptance of the offer of work. The metric is an indicator of responsiveness and an important quality indicator of service provision:

KPI will be as follows:

a. Response to Offer of Hours The HSE will require the provider to self-declare its timely responses to HSE requests and is based on the number of offers responded to (whether accepting or refusing offer of work is not relevant to this KPI) within the time scale determined by the HSE service manager. This helps the HSE to ensure that Providers accept or reject offers of work in a timely manner so as to enable HSE to arrange care for its clients without undue delays.

Time scale for response following request for Service is determined by the HSE service manager.  Denominator – total number of offers of business this quarter – each client counted once  Numerator – total number of offers (each client counted only once) that were responded to (accepted or rejected) within HSE determined timeline this quarter  Calculation - Numerator divided by Denominator multiplied by 100  Target 100% at any time i.e. all offers of hours should be accepted or rejected within HSE requirements b. Response time to deliver services when work has been accepted by provider: The HSE will require the provider to self-declare its ability to deliver service following acceptance of the work, and is based on the number of offers accepted by the Provider that have been delivered within the time scale determined by the HSE service manager.

 Denominator – total number of offers of hours accepted this quarter – each client counted once

 Numerator – total number of offers (each client counted only once) where service was delivered within HSE timeline this quarter

 Calculation - Numerator divided by Denominator multiplied by 100

 Target 100% at any time i.e. all offers of hours accepted should be delivered within HSE timelines Penalties The above Key Performance Indicators include penalties for non performance in relation to these quality standards. These penalties will escalate according to the severity of the non compliance, and include, but not be limited to: 1. Suspension from the agreement for a defined period of time (one / three / six months) for new packages; 2. Removal of existing packages due to non performance / duty of care concerns; 3. Termination of the Agreement

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 93 Alterations to legal clauses or official text in this contract are strictly prohibited 93 See Reporting Template Page 38

PROVIDER - Self Declaration by Provider KEY PERFORMANCE INDICATORS - Home Care Tender Quarter Under Company: Review

Total Hours Delivered & Invoiced this quarter No of Clients No of Client Attendances Target Performance Metric Measure % % Compliance Commentary

1 (a) Training (QQI Level 5 - 2 Modules)

New Entrants to Home Care Industry & Staff with < 1yr experience: a) Providers must self-declare the % of All new entrants to the home care industry & their "new entrant" staff working on those with less than one year of paid home HSE contracts that have successfully Quality 100.00 100 care industry experience in the last 3 years completed the 2 modules - Care Skills & must, prior to working on this HSE Contract, Care of the Older Person modules have as a minimum; before taking up duty.

• Obtained at a minimum QQI Level 5 Modules- Care Skills and Care of the Older Person

1 (b) Training (QQI Level 5.0 - 2 Modules)

Unqualified Existing Home Care Staff -: All staff with paid home care industry experience of more than 1 year in the last 3 b) % of Unqualified Existing Home Care years, who do not hold a recognised relevant Staff who are compliant with qualification, must prior to working on this HSE commitment on commencement on Quality 100.00 99 Contract, have as a minimum; HSE contract this quarter and have not exceeded time line of 11 months for • Committed to obtaining at a minimum QQI obtaining the 2 required QQI modules Level 5 Modules- Care Skills and Care of the Older Person within 11 months of first working on this HSE contract

2. Care Plans – Service Delivery in Quality 100.00 98 Provider recorded 2% of planned Client Attendances that were “no show”

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 94 Alterations to legal clauses or official text in this contract are strictly prohibited 94 accordance with Plan – No Shows

3. Care Plans – Service Delivery in accordance with Plan – Timely acceptance of work and delivery to Care Plan Provider responded outside of the specified time from HSE service Quality 100.00 95 3a) Response Time to Offer of Hours. Time manager (turnaround to a request for scale for response following request for Service service) 5% of the time is determined by the HSE service manager.

Provider responded outside of the 3 (b) Response time to deliver services when specified time from HSE service Quality 100.00 95 hours have been accepted by provider manager (turnaround to a request for service) 5% of the time

GRAND TOTAL 500.00 487.00 OVERALL SCORE 97% Overall Performance Commentary :

Declaration Provider Signature HSE Home Care Manager Sign Off Date

Induction Training

 Introduction  Home Care Support Workers must receive induction training on commencement of employment and prior to starting any care assignment. Induction training must be at a minimum of 20 hours including 5 hours practical application of theory in a classroom/ skills laboratory setting.  Trainers should have access to appropriate equipment to support the training. Home Care Support Workers must be trained in the areas set out below and should have their patient moving and handling certificate prior to commencing their first assignment. Home Care Support  Prior to working alone with service users for the first time, a new member of staff must be supervised and shadowed during the first 5 hours of direct client contact. Ideally this supervision will cover more than one client.

 Upon completion of the induction programme, it is anticipated that the home care worker will achieve the following objectives

 Understand the role and associated duties of a home care workers.  Develop an understanding of the standard of care that the home care worker should provide to clients in their care  Be aware of the aims, objectives and values of the service in which the home support worker is employed within  Identify and be aware of the risks they may be exposed to working within clients’ homes  Be aware of how to keep records that are up to date, complete, accurate and legible  Understand why it is important to work in partnership with carers, families, advocates and others who are significant to an individual  Be aware of how and to whom to report if you become aware that agreed procedures have not been followed

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 96 Alterations to legal clauses or official text in this contract are strictly prohibited 96  Know how to establish an individual’s communication and language needs, wishes and preferences  Understand a range of communication methods and styles that could help meet an individual’s communication needs, wishes and preferences  Understand what confidentiality means in their work role  Be aware of ways to maintain confidentiality in day to day communication  Be aware of situations where information normally considered to be confidential might need to be passed on  Explain how duty of care contributes to the safeguarding or protection of individuals  Be aware of any existing comments and complaints procedures in accordance with agreed ways of working  Know how to recognise and report adverse events, incidents, errors and near misses that are likely to affect the wellbeing of individuals  Know the actions you must take and who to contact if you suspect an individual is being harmed or abused  Understand how to put person-centred values into practice in their day to day work  Understand how to promote dignity in your day to day work with the individuals they support  Know why it is important to assess health and safety risks posed by the work setting/situation or by particular activities  Understand how and when to report health and safety risks that they have identified  Understand the principles of effective hand hygiene  Understand ways in which your own health or hygiene might pose a risk to the individuals you support, or to other people at work  Be aware of common types of personal protective clothing, equipment and procedures and how and when to use them.  Understand the importance of food safety, including hygiene, in the preparation and handling of food  Understand importance of good nutrition and hydration in maintaining well-being  Have the necessary knowledge and skills to attend to a person’s care needs to include attending to their personal hygiene needs, toileting and mobility requirements

Content of individual sessions

Principles of care (10 hours) Introduction to the role of the home support worker, policies and procedures, code of conduct, key duties and responsibilities, confidentially, person centred care, advocacy, client rights, and elder abuse, communication, dementia

Skills laboratory (5 hours) Personal hygiene, toileting, nutrition, medication management, food hygiene, infection control

Application of practical skills (5 hours)

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 97 Alterations to legal clauses or official text in this contract are strictly prohibited 97 Teaching methods:

Lectures, discussions, seminars, presentations

Alternative Relevant Qualifications

Staff members who have a degree in Allied Therapy disciplines such as nursing, physiotherapy, occupational therapy, speech and language and podiatry are not required to obtain the QQI Level 5 Award.

Staff members with Social Work / Social Studies degrees must undertake “Care Skills” & “Care of Older Persons” modules if they are not covered by their degree but they are not expected to complete 8 modules to obtain the QQI Level 5 Award.

However if statutory mandatory training required in the tender is not covered in their degree courses (Allied Therapy disciplines or Social Work / Social Studies) the successful Approved Provider must ensure that these staff complete the required training.

The HSE will recognise healthcare qualifications from outside of Ireland that are relevant to home care provided they have comparable modules of an equivalent standard.

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 99 Alterations to legal clauses or official text in this contract are strictly prohibited 99 INTENTIONALLY BLANK

HSE Enhanced Home Care Package Tender 2016 National Carer Competency Assessment Candidate’s Name& Address: ………………………………………………………………

Organisation/Company’s Name: ………………………………………………………………

Care Assessor: ………………………………………………………………

Clinical Assessor: ………………………………………………………………

Date: ……………………………………………………………….

Please √ when observed Care Assessor must have suitable training and appropriate qualifications to assess candidates 1. Skills Assessment - Client Safety Demonstrated Carer Ability Pass Assessors Comments if Required Assessors Date (Yes/No) Signature Observed Recognizing a change or deterioration of client and report accordingly

Moving and handling including hoist positioning, bed care

Falls prevention including mobility aids

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 Alterations to legal clauses or official text in this contract are strictly prohibited Health and safety including hazards and awareness of personal and Client safety

Personal and environmental infection prevention and control to include PPE, hand washing, priority cleaning and disposal of bodily fluids Safeguarding of vulnerable adults

Reporting risks and serious reportable events as they arise to the organisations agreed pathways

Reporting concerns and complaints raised to relevant supervisors

2. Skills Assessment - Communications Demonstrated Carer Ability Pass Assessors Comments if Required Assessors Date (Yes/No) Signature Observed Feedback on the agreed Care Plan

Record keeping which meets local and national policies

Appropriate communication with 102 For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 Alterations to legal clauses or official text in this contract are strictly prohibited clients and relatives and in challenging situations Maintaining confidentiality & data protection

Assisting Client to understand and access their Home Care File

Promotes empowerment, advocacy and independence

Obtaining Client consent in accordance with the HSE National Policy

Communication methods: effective, interpersonal skills, courteous, appropriate, respects and maintains confidentiality 3. Skills Assessment – Effective Team Member Demonstrated Carer Ability Pass Assessors Comments if Required Assessors Date (Yes/No) Signature Observed Adheres by individualised Client Care Plan and works within the parameters of said plan

Being accountable for your actions

103 For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 Alterations to legal clauses or official text in this contract are strictly prohibited Ensuring equality & diversity

Understanding the importance of continuity of care for clients

Professional behaviours e.g. treating all clients, co-workers, other team members with respect and dignity

Timely liaison with other team members, supervisor, line manager

4. Skills Assessment – Personal Hygiene Demonstrated Carer Ability Pass Assessors Comments if Required Assessors Date (Yes/No) Signature Observed Assisting with all personal care

Providing oral hygiene including teeth/denture care

Care of hair, nails and feet (not cutting of toe nails)

Assisting with dressing and undressing

104 For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 Alterations to legal clauses or official text in this contract are strictly prohibited 5. Skills Assessment – Promoting Continence Demonstrated Carer Ability Pass Assessors Comments if Required Assessors Date (Yes/No) Signature Observed Assist Clients to the toilet

Managing incontinence and appropriate continence wear

Promoting Continence Use of a commode

Catheter care if required

Emptying urinary devices

6. Skills Assessment - Nutrition Demonstrated Carer Ability Pass Assessors Comments if Required Assessors Date (Yes/No) Signature Observed Assist with eating and drinking as per agreed Care Plan

Promoting choice

Promote independence

105 For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 Alterations to legal clauses or official text in this contract are strictly prohibited Recording food and fluid input/output if required by the agreed Care Plan

Knowledge of Food hygiene / preparation &

Knowledge of food storage 7. Skills Assessment - Social, Emotional & Cultural Care Demonstrated Carer Ability Pass Assessors Comments if Required Assessors Date (Yes/No) Signature Observed Awareness of social, emotional, spiritual and cultural well being

Awareness and sensitivity to individual choice

8. Skills Assessment - General Professional Ethos Demonstrated Carer Ability Pass Assessors Comments if Required Assessors Date (Yes/No) Signature Observed Understanding relationships with other disciplines

Understanding relationship with Supervisor

Understanding relationships with 106 For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 Alterations to legal clauses or official text in this contract are strictly prohibited Colleagues

Understanding relationship with Clients

Understanding relationship with Client supportive persons

Understanding their role as a carer

Knowledge of company policies and procedures

9. Skills Assessment - Pressure Area Care Demonstrated Carer Ability Pass Assessors Comments if Required Assessors Date (Yes/No) Signature Observed Inspection of pressure points and alert if required Knowledge of different grades of pressure ulcers

Pressure ulcer prevention Awareness of position change Provision of safe skin care 107 For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 Alterations to legal clauses or official text in this contract are strictly prohibited Catheter and Stoma Care

Appropriate use of equipment Reporting of faulty equipment to relevant person / line manager

108 For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 Alterations to legal clauses or official text in this contract are strictly prohibited Appendix 4

Extract from Home Care Tender 2016 SOP

Appendix 3 (a) General Letter to All Mainstream Home Help Service Providers

The following letter is to issue from the CHO to every provider of home help services funded form the mainstream home help allocation (excluding HSE direct service provision) including block grant aided providers and any other arrangements, who may be affected when mainstream hours are combined with new HCPs approved after d.o.c. 2016.

Re: Changes to mainstream home help for new HCP clients 2016 Dear (Mainstream HH Provider)

In line with the HSE’s service improvement plans for the home care service for older people, it is intended that as far as possible, the number of providers involved with any one client will be minimised. This is in line with older peoples expressed views.

From x/x/2016 Home Care Packages approved for new clients who are in receipt of mainstream home help services provided by non-HSE staff, will have their entire home care service delivered either by the HSE directly where services are available or where this is not the case, by their choice of approved provider.

Accordingly I wish to inform you that where any current home help client funded by the HSE, either through a block grant or invoice or other arrangement, is approved for a HCP after the above date, his or her entire service will transfer to the selected approved provider and the current home help service arrangement for that client will cease unless client advises us otherwise. The funding allocation for each such revised arrangement will also cease as it will be funding part of the overall HCP for the client, and will therefore not be available for re-allocation to a new home help client.

Your current arrangement with HSE will be adjusted accordingly.

The HSE will advise you of each such individual adjustment affecting your service as they arise.

Yours,

Head of Social Care

Appendix 3 (b) Letter to Mainstream Home Help Service Providers re Individual Cases Ceasing For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 109 Alterations to legal clauses or official text in this contract are strictly prohibited Re: Changes to mainstream home help for new HCP clients July 2016

Dear (Mainstream HH Provider)

I refer to my letter of (date) regarding the above.

I wish to advise you that (client name and address) who is currently in receipt of home help services from you will transfer to a Home Care Package with effect from (date). From that date all of the home care service funded by the HSE for this client (HCP & HH) will be delivered as part of the HCP. Accordingly the current arrangements with you for home help services for this client will cease with effect from close of business on (date). The client has been advised of this adjustment. Final payments will be arranged for services provided and the funding will no longer be available for allocation to a new home help client. (An adjustment will be made to your block grant allocation to reflect this alteration).

And if applicable – In addition to the above I note that the client has selected your company (as a HSE HCP Approved Provider 2016) to provide the HCP. Accordingly the entire home care service will be delivered from the commencement date above under the HCP arrangements and all of the hours being delivered as part of the HCP will be funded in line with the agreed prices for HCP services as per the Tender 2016. The adjustment to your mainstream home help funding for the remainder of the current year and for full years thereafter, will therefore be at the Tender 2016 rates.

The adjustment relating to this client will result in a reduction in your grant in the amount of €….. in 2016 and €……in a full year.

Yours,

Head of Social Care

For-Profit Older Persons Schedules 2018 FINAL – Revised 28/12/2017 110 Alterations to legal clauses or official text in this contract are strictly prohibited