3 schedule one specification without graphics tender rf 2195

Schedule 1- Service Specification ref 2195 version 1

FOR THE PURCHASE OF

The provision of Service(s) is: Community Support for people with learning disabilities. Community support will be achieved through a range of “services” designed to enable people to live their lives in their local communities in an integrated way. Support may involve specific support in a range of daily life situations including:

Support with personal care, health, well being & medication. Support with daily living skills including housing, finances, and domestic

activities. Support with leisure, social, holidays and mini-breaks. Support with employment and voluntary work. Planned support for informal carers. Emergency support for people with a learning disability . Emergency support for informal carers.

These services are also referred to as; Domiciliary care, Housing Related support, Daycare, Carers support,

Job coaching and alternative to residential respite.

Some of the above services will need to be available 24 hours a day, 365 days per year in line with individual need and choice and Emergency Support is defined as under 72 hours notice.

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Providers may be commissioned to provide all or some of the above services and any provider does not need to tender for all service types.

Dated: 18th Day Of November 2008

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Adult, Health & Community Services

Adult Commissioning Unit

1. Operational Service Specification 1.1 Overview and outcomes of the service: To maximise independence and to achieve

community participation.

1.2 Need for the service: People with learning disabilities and their family carers require support to be active citizens engaged in their local community with appropriate levels of support.

1.3 Relevant documentation:

Valuing People, Valuing People Now, Our Health, Our Care, Our Say, Putting People First, Joint Commissioning Strategy for Learning Disability “Real Lives 2008-2011 Improving life chances of disabled people.National Carers Strategy “carers at the heart of 21st century families and communities” 2008.

1.4 Service principles and standards:

Services will be delivered in a manner that supports people’s rights, autonomy, independence, choice and control. Where relevant CSCI registration as a domiciliary care agency will be required. Providers will need to work in partnership with customers, carers and others involved in the person’s formal and informal networks.

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1.5 Service users: People with Learning Disabilities, normally over 18yrs, but also some support will be required for young people moving into adulthood. People may also have additional support needs including

People with complex needs, People from minority ethnic communities, People on the autistic spectrum, People with Mental health needs, People with sensory impairment, People with physical disability,

Support may also be commissioned for People within the autistic spectrum with no learning disabilities. People using the service may be funded through a variety of methods including self funding, individual budget, and direct payment or funding from a statutory organization e.g. Local Authority, including Supporting People and/or PCT. It is likely that the numbers of people using an individual budget will increase significantly.

1.6 Access to the service: 24 hours a day 7days a week 365 days a year. Actual usage will be dependant on Individual support needs. Service users will be referred either by Adult Health and Community Services, Supporting People, PCT or by self-referral for those using Individual Budget/Direct Payment and/or private funds. Additionally others may wish to directly refer, including GP’s, Housing Departments and Housing Associations although they will not fund support.

1.7Service activity: Variable packages based on individual needs. Current support varies from 1hr per week to 24 hrs per day 7 days a week. Customers may choose to have needs met in a number of ways and this may include using a variety of support providers or other networks.

2. High Level Service Outcome

2.1 High level service outcome

2.1 HIGH LEVEL SERVICE OUTCOME

The high service outcome is based on the Valuing People Now documentation ensuring that individuals’ legal and civil rights, are exercised and maximum independence, choice and inclusion are realized. The service will enable people, no matter how complex their needs, to live life equally as citizens in their local communities alongside their fellow citizens. The service will ensure people get real choice and control over their service and appropriate support they need.

3. Detailed Service Outcomes

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The service will be expected to meet a range of needs and will be able to evidence for each of their customers that they can achieve relevant outcomes for each individual. Appropriate levels of support will be offered as agreed with the customer towards the achievement of outcomes. Customers may be people with a learning disability, people on the Autistic Spectrum or informal carers.

The indicators shown below are indicative only. Providers will only be expected to evidence the outcomes that they have been commissioned to meet within individuals’ support/care plans.

Eg; If ten individuals have identified achieving unsupported voluntary work as an outcome, the percentage of those 10 who achieve this will be reported as part of the Economic Wellbeing Outcome alongside the number of days unsupported voluntary work achieved per person. Please note that individual outcomes will be specifically monitored with customers through the individual review process.

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Service Outcomes are outlined below in respect of 7 Key areas of Our Health, Our Care, Our Say:

Exercising Choice and ControlImproved Health and Emotional WellbeingPersonal Dignity and RespectQuality of LifeFreedom from Discrimination and HarassmentMaking a Positive ContributionEconomic Wellbeing

The identified outcomes are directly linked to a range of national indicators as specified in the National Framework including:

NI 145 Adults with Learning disabilities in settled accommodation and NI 146 Adults with learning disabilities in employment NI 142 Maintaining Independent Living (Supporting People Indicator) NI 141 Achieving Independent Living (Supporting People Indicator)

Specific target percentages have intentionally not been specified within this document. This is because the desired percentage will be directly influenced by the range of services offered by each provider and the direct outcomes specified by customers.

In general terms, service providers will be measured within the broad parameters below for each of the 7 outcomes areas of Our Health, Our Care, Our Say:

Excellent = Scores generally in the area of 90%+ and substantial demonstration of strengths with a sustained track record of delivering good performance and managing improvement.

Good = Scores generally in the area of 70%+ and there are more strengths demonstrated than areas for improvement. A “good” rating will show that there are no significant areas for improvement relating to the health and safety of people using the service or issues of poor management.

Adequate = Scores generally in the area of 55%+ and there are some strengths demonstrated but areas of particular weaknesses are apparent that require improvement through an agreed development plan.

Poor = Scores generally below 55% and significantly more weaknesses than strengths are demonstrated. Important elements of the specification outcomes would not be being met and a priority improvement plan would need to be agreed.

Please note that the number of relevant indicators per person will be directly related to individual outcomes and extent of commissioned support. Providers do not need to allow for the frequency or intensity of support in

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anticipating costs or achievement rates in relation to outcomes ie if one person requires mini breaks on a four weekly basis, this will be reflected in their support plan and the correct volume of service to enable this to be achieved will be commissioned.

Outcomes Indicative Performance MeasuresExercising Choice and Control

I am involved in choosing the people who support me on a planned basis

% of interviews in which customers have a formal role. % of customers who have voiced individual staffing choices. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I know and am confident in the people who support me on a planned basis.

% people satisfied in survey in this area. Data relating to staff turnover, supervision, training, disciplinaries is collected and available. Number of complaints in this area.

I am able to change the support I get when I need and choose to

% people whose support has changed in volume and /or design. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am able to make choices about the way my service is delivered

% people supported who have made choices about the way their service is delivered. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I have access to information in order to make fully informed choices.

% of people supported with information packs.% of people with a contract with support provider. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am entitled to my rights and services must be delivered in accordance with my expressed wishes and preferences

% people supported whose preferences are recognised in service delivery. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am central to all decisions about my life

% people supported with person centered plan (PCP). Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

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I will have information to access Telecare, tele health aids and adaptations which help me to be more independent and in control of my life

% people supported with this equipment.% people satisfied in survey in this area. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I have the right to make my own decisions, even if they conflict with professional and others views, My capacity to make each decision will be taken into account

% people supported with person centered plan (PCP). % people supported whose PCP is regularly reviewed. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am able to self manage medicines and other therapies as much as possible

% people supported to self manage medication. % people supported with active plans to increase involvement. % people supported who have become self managing. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I know how to complain, am listened to when I do and action is taken. I know where I can get support to make a complaint

% people making complaints.Number of complaints, actions and resolutions.

I have the right to retain my chosen lifestyle

% people supported who are satisfied that they exercise their lifestyle choices. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change

As a carer my support is flexible in meeting my changing needs

(Service specific outcome for support to carers)

% people supported with flexible plans. % people satisfied in survey in this area and customer/carers review.

As a carer I am able to continue in my caring role for as long as I wish to do so.


% people satisfied in survey in this area. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

As a carer my views will be listened to and respected


% people supported to have their say and make comments on services that are being delivered.

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As a carer I am involved with choosing people who will provide support


% people satisfied in survey in this area and customer/carer reviews. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change, involvement in the recruitment of staff.

As a carer I can change the support when and how I need it


% people supported to design support plan.

As a carer I will receive training and instructions on how to use adaptations and equipment


% people supported with training and demonstration of equipment.

As a carer I have breaks which give me time to rest or pursue activities outside my caring role.


% people satisfied in survey in this area and customer/carer reviews.

As a carer I have the right to retain my chosen lifestyle


% people satisfied in survey in this area.

Improved Health and Well Being I am able to be as healthy as I can

and choose to be% people supported in activities which are intended to maintain and develop health and fitness. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change

I will be supported to be as independent as I can be

% people supported who have been actively encouraged to achieve independence in any aspect of their life. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am able to get advice, support, information and appropriate treatment regarding my emotional well being, physical and mental health and stay active

% people supported who are participating in activities relating to health and well being% people supported whose health has improved. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am supported to make decisions regarding my health i.e. need for a good diet and regular exercise

(Not applicable to services for carers)

% people supported who have made such decisions.Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

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I decide what to eat and am involved in food preparation


% people supported who learn new skills in this area.Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am able to choose how I look and am involved, doing as much as I can for myself


% people supported with areas of personal care. % people supported who develop new skills in this area. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am socially active with others and participate in social interactions

% people supported to be active in their communities. % people supported who develop new relationships. % people supported who have active friendships external to formal support. % people supported who have active family relationships. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I go to the gym or local club to participate in physical activity

(Service specific outcome for support with leisure etc )

% people supported to actively participate in physical activity in community settings. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change

I have a membership in my local gym/swimming pool etc

(Service specific outcome for support with leisure etc)

% people supported to have membership cards. % people supported who regularly use such facilities. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change

I am able to be supported in an emergency

(Service specific outcome for support in emergency )

% people supported in emergency situations. % of customers and carers who have emergency card. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I can have holidays and breaks when I want to

% people supported in this area. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

As a carer I will be able to have breaks and short holidays


% people supported to take breaks and holidays as and when they wish to do so.

As a carer I have the back-up support of a service which can take my place in the event of an emergency


% people supported with emergency support plans. % carer/customer emergency cards issued. No of emergency plans/responses carried out. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

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Personal Dignity and Respect I am able to exercise my

legal and human rights.Number of people who have exercised a right e.g. written a will, made an advanced directive. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am able to express my concerns if I am unhappy

% people supported to raise concerns, number of concerns, actions and resolutions. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am confident that I can trust the service provider and individual staff to respect and maintain my personal confidentiality and privacy at all times


I am involved and my views are listened to and taken into account in all aspects of my life.

% people supported in making informed choices about what they want.Illustrative examples of seeking feedback and responding to it. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am shown consideration and understanding

% people satisfied in survey in this area.

I am communicated with in a way that makes me feel comfortable

My communication style and preferences are respected and known to those who support me.

% people supported to communicate in preferred ways that meet the needs of individuals. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am respected by visitors with regards to my home and my possessions and I am supported to maintain the cleanliness and order of my surrounding


I have privacy when I need it and I am treated with dignity

% people supported to be on their own when they wish to. % people satisfied in survey in this area with the way they are treated. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I will have information to access advocacy services

% people supported to access advocacy services. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

As a carer I will have access to advocacy support


% carers supported in accessing advocacy services. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

As a carer I am able to raise % people supported to raise concerns, number of 10

complaints and actions are taken into account


concerns, and actions and resolutions Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

Quality of Life I am able to understand and

manage risks to myself and others% people supported to self manage risks. % people supported with written risk assessment. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am able to find a new home if I want to.

(service specific outcome for support with daily living)

% people supported to find alternative accommodation. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change

I am able to maintain my home environment and I’m involved in daily living tasks e.g. shopping, domestic chores.

(all services excluding employment services)

% people supported at home with daily living tasks. % people supported who have learnt new skills in relation to daily living. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change

I am able to get out and about and I use public transport

% people supported in using public transport more than three times a week. % people supported who have learnt to use some public transport without support. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change

As a carer I will have a social life outside my caring role


% people supported to have life balance. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

As a carer I am able to be healthy mentally physically, spiritually and emotionally.


% people satisfied in survey in this area. % of customer / carer reviews.

As a carer I am supported to identify risks and how to manage them


% people supported to self manage risks. % people supported with written risk assessment. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

Freedom from Discrimination and Harassment I will be treated equally and fairly as

any other member of the community % people feeling valued and respected. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am safeguarded from abuse, % people supported to feel comfortable and equal

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neglect, self harm, maltreatment, bullying, accident, injury, death, discrimination crime and anti social behaviour

as others. Number of safeguarding referrals and investigation. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am safe and secure in my home and protected from exploitation

% people supported who feel safe and secureNumber of incidents in which people are subject to harm. % people satisfaction survey in this area.

I am treated fairly as an individual taking full account of my abilities, special needs, disability, age, religion, racial origin, sexual orientation, culture and language

% people supported in having “rights” and “opportunities” exercised. Number of related complaints and outcomes. Data relating to customers age, gender, ethnicity, disability, sexual orientation, language is collected and available.

I have equality of access to services Service provider will adhere to the policy/practices and legislative requirements for anti discriminatory practices and people who use services have fair access regardless of their faith, beliefs, colour, sexuality, ethnicity language or disability. No of related complaints and outcomes.

As a carer I am respected by visitors in my home and treated equally and fairly regardless of differences


% people supported in having “rights” and “opportunities” exercised. Number of related complaints and outcomes.

Making a Positive Contribution I use community based services for

my leisure needs that are also used by non-disabled people

% people supported in activities which are in community based services. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I can take part in decisions which affect my life in my community

% people supported to engage in community life as active members. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I will join local activities and events in my community.

% people supported to engage in local events and description of social events. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am supported to do voluntary work that I have chosen

(Service specific outcome for support with employment and voluntary work )

% people supported in voluntary workNumber of days supported voluntary employment achieved per person in a full year. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

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Economic Wellbeing I will be able to access my full

benefit entitlement% people supported to get information or seek assistance in entitlement. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am able to manage my finances % people supported to self manage their finances. % people supported with active plans to increase financial skills and involvement. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am able to learn work related skills that will help in finding employment

(Service specific outcome for support with employment and voluntary work)

% people supported to engage in work related learning. %people supported who have achieved a recognized qualification. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am supported in a work environment


% people supported in paid workNumber of days supported paid employment achieved per person in a full year. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change

I am in paid employment(Service specific outcome for support with employment and voluntary work)

% people in paid employment without supportNumber of days paid employment achieved per person in a full year. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am able to do the voluntary work I have chosen without support


% people supported in voluntary work without support. Number of days unsupported voluntary work achieved per person in a full year. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am able to learn new things through education learning and adult development.

% people supported to engage in education/learning. %of customers who have achieved a recognised qualification. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am supported to express my views and opinions and ask questions


I have accessible information on all aspects of employment provider, the

% people supported through to employment. examples of information packs. Individual stories

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employment process and the local employment market


and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I will have a individual job profile which sets out employment goals, and how to achieve these


% people with a job profile. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am able to understand the requirements of specific jobs and of their opportunities to develop my skills to do those jobs


% people supported to have a continuous plan to support individual needs and aspirations in the job market. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I am able to get support to help me find the best possible job


% people supported in a range of job search activities. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I will be trained and supported to communicate and negotiate personal employment terms and conditions with employers which meet my identified needs


% people supported who have negotiated terms and conditions. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I will get training and support to help me be independent in the workplace and progress


% people supported to be active with job prospects. % people who are paid for their work or who are volunteers. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

I have opportunities for career development


% people supported with an individual career development plan. Individual stories and experience demonstrated through Illustrative audio, visual or written accounts/stories demonstrating change.

As a carer I am able to work if I wish to do so.


% people supported with flexible plans in order to do this. % people satisfied in survey in this area. Customer/carer reviews.

As a carer I am able to access benefits and welfare services


% people supported to gain financial gains through benefits.

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As a carer I am able to participate in training or education courses if I wish to do so.


% people supported in training/education courses. % people satisfied in survey in this area and customer/carer reviews

Potential Indicators and Sources of EvidenceRecruitment ProgrammesSupport PlanReview RecordsCustomer FeedbackAnnual service evaluations by customers/carersComplaints RecordsPerson Centered PlansAssessment and feedback from othersEmployment ContractJob DescriptionsInformation packsJob profileHealth action planWork skill assessmentTraining course CertificatesAccess to specialist advisors e.g. Job Clubs Job clubs Employment plansCareer development plansRisk AssessmentSupporting People/Housing Related Support Indicators (Performance & Outcomes) Staff Data and Records

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4 Core Principles

Service Delivery must be underpinned by the following core principles and evidence of compliance will be required.

People will always be treated as individuals and each persons dignity, privacy and independence will be promoted

Peoples uniqueness in respect of gender, sexual orientation, age, ability, race, religion, culture and lifestyle will be acknowledged and respected

People will be treated in line with the Human Rights Act and the rights and principles within it will be upheld including but not limited to:- right to freedom and security, - no punishment without law, - respect for private and family life, - freedom of thought, religion and belief,- freedom of expression, - freedom of assembly and association, - right to marry,- right to equal treatment and no discrimination - protection of property, - right to go to school or college.

5 Service Standards

Where required, registration will be necessary with the Commission for Social Care Inspection (or its replacement) as a Domiciliary Care Agency. All such organizations will be expected to fully comply with all relevant standards and Inspections reports will be sent to the commissioner.

Where appropriate, services supporting people in areas of “housing related support” will be expected to be accredited or able to be accredited with Warwickshire’s Supporting People. Accreditation Requirements and other Supporting People/Housing Related Support quality requirements, for example; the Quality Assessment Framework (QAF).

Where appropriate, services supporting people in “supported living” will comply with REACH standards.

As appropriate, organizations will be expected to comply with nationally accepted standards for specific aspects of service delivery.

All legislation will be complied with including Deprivation of Liberty Safeguards, safeguarding adults, Mental Capacity Act, Human Rights Act etc.

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6 Service Description

A range of providers will be awarded Framework Agreements to ensure that there is sufficient high quality service availability throughout Warwickshire. Suppliers will be identified and awarded contracts based on specific services and specific areas.Service areas are in broad terms:

Support with personal care, health, well being & medication. Support with daily living skills including housing, finances, and

domestic activities. Support with leisure, social, holidays and mini-breaks. Support with employment and voluntary work. Planned support for informal carers. Emergency support for people with a learning disability. Emergency support for informal carers.

These services are also referred to as; Domiciliary care, Housing Related support, Daycare, Carers

support, Job coaching and alternative to residential respite.

Some of the above services will need to be available 24 hours a day, 365 days per year in line with individual need and choice and Emergency Support is defined as under 72 hours notice.

Providers may be commissioned to provide all or some of the above services and any provider does not need to tender for all service types7. Geographical Coverage

Geographical Areas are in broad terms aligned to current District Council boundaries and are:

North Warwickshire Nuneaton & Bedworth Rugby Warwick , Leamington & Kenilworth Stratford

8. Accessing the service

Customers will either access the service directly through an agreed referral process or through a worker charged by Warwickshire County Council or other statutory agency organise support on someone’s behalf (This may be a broker, Personal Advisor or similar)Minimum standards for customers relating to timescales from referral to actual service delivery will be agreed with the authority and published for all customers.

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9. Performance Monitoring

Specific arrangements for performance monitoring will be made with each provider and the range and extent of monitoring and data collection will directly relate to the range and volume of service delivery to Warwickshire citizens.Example performance indicators are as previously listed and will be required as relevant to the business of the provider i.e. employment indicators will be required for those providers offering significant support in this area.A range of performance monitoring methods will be used and may include

Face to face meeting Provision of qualitative and quantitative data through self reporting. Customer surveys Interviews / discussions with customers Interviews / discussions with staff Interviews / discussions with other stakeholders Inspection of records and organizational documentation Individual customer reviews.

All providers will be expected to have their own quality assurance processes and these and the performance monitoring processes will be focused on continuous improvement. The authority reserves the right to use external evaluators as part of the performance monitoring process.

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3 schedule one specification without graphics tender rf 2195

Documents