SCHEDULE 2 - THE SERVICES
Schedule 2 Part 1: Service Specification
SERVICE SPECIFICATION
Service Name
Inserted by Commissioner
Commissioner Lead
Inserted by Commissioner
Provider Lead
Insert the name of the person who will manage your contract for you
Period
1st April 2009 to 31st March 2010
1. Purpose
1.1 Aims
In one sentence describe what does your service set out to do?
1.2 Evidence Base
Do not complete
1.3 General Overview
Who uses the service? Where do they come from? What types of procedures do you deliver?
1.4 Objectives
What general targets have you for your service
1.5 Expected Outcomes
How do you expect the client to have benefitted from your service?
2. Scope
2.1 Service Description
Give a detailed description of your service.
2.2 Accessibility/acceptability
Who is acceptable for referral and from where?
How should patients be referred?
How the service responds to age, culture, disability & gender sensitive issues re.
Accessibility/acceptability, transport needs, Care at Home?
2.3 Whole System Relationships
How does the service relate to the local healthcare system? Include describing other
providers /relationships which influence the service e.g. LA, GPs, schools etc.
2.4 Interdependencies
How does the service interact with other provider’s general practice, hospital
services, PCT managed services and/or wider inter agency services. E.g.
wheelchairs, equipment, interpreter services etc.
2.5 Relevant Clinical Networks and Screening Programmes
Only complete if you are part of a clinical network or a screening programme
2.6 Sub-contractors
If you use sub-contractors, consult the lead commissioner before completing this
section
3. Service Delivery
3.1 Service Model
The service model may be complex or simple, depending on the sevice offered and will cover
some or all of the elements shown below.
The Service Model will show the various elements of the service and the key linkages with
other service providers including sub-contractors. In a complex pathway,, it should show who
will refer from one provider to the next on the pathway.
It may show how an assessment is made within the service– details of what it is and how
used. It may cover when care-planning procedures are begun and the stages undertaken. It
may include Treatment Protocols/interventions including any individual treatment protocols in
place within the service. It should list access, exit/transfer points, potential routes and
relationships with other health and/or social care providers and may be in the form of a flow
diagram.
Where appropriate Out of hours/On call arrangements should be detailed and data collection
,it’s storage, and usage will be covered
3.2 Pathways
A flow diagram should be included if already developed. During the course of the contract a
flow diagram of the integrated patient pathway(s) will be developed
4. Referral, Access and Acceptance Criteria
4.1 Geographic coverage/boundaries
What geographic area, localities or GP practices does the service operate in?
4.2 Location(s) of Service Delivery
List the premises at which you deliver the service
4.3 Days/Hours of operation
Times and days upon which the service is operated. Are there days, times on which the
service is not offered?
4.4 Referral criteria & sources
How will patients will be identified, assessed (if appropriate) and accepted to the
service
What are the acceptance criteria?
4.5 Referral route
How do patients access and make appointments with the service? e.g. open access,
referral from other HCP/GP, centralised booking via telephone etc
4.6 Exclusion Criteria
Details of screening process - Is there clear exclusion criteria or set alternatives to the
service?
4.7 Response time and prioritisation
Response time detail if applicable and how are patients prioritised; i.e. urgent, nonurgent.
5. Discharge Criteria & Planning
The intention of this section is to make clear what the service’s exit plan with a patient is and
when this would be reached.
How does the service decide patient is ready for discharge?
What procedure is followed prior to or upon discharge?
Timescales for information transfer upon discharge?
6. Self-Care and Patient and Carer Information
Detail what information (if any) will be offered to clients and their carers
7. Service Administration
The service operates in accordance with PCT policies and procedures.
Where required, the provider will, at its own cost, supply patients with equipment, dressings
and medicines in compliance with national, local and PCT guidance
Details of Administration of the service
Significant details of the administration of the service not covered elsewhere
8. Service Quality Standards
National/Minimum Standards
The service will be fully compliant with the national quality requirements of the ‘Core
Standard’ as set out by the Healthcare Commission (or the Care Quality Commission once
established). The service will comply with any reviews carried out by the Healthcare
Commission (or Care Quality Commission) and will achieve ‘good’ or ‘excellent’ in any such
reviews. The service will share review reports and action plans arising from any such reviews.
Complaints
The Service will comply with National Complaints Legislation and will have a process for
monitoring compliance against response time standards, trends analysis, investigation and
learning from complaints. (service to complete details of how). The service will report
complaints by no., trend and learning quarterly to the commissioner.
Patient Safety Incidents
The Service will have a robust process for managing all patient safety incidents. This process
will ensure that action is taken as a result of the incidents occurring and the incident reporting
process and that services are continuously improved as a result of the process. The service
will report incidents (by no. trend and lessons learnt) quarterly to the commissioner.
Serious Untoward Incidents
The service will comply with the PCTs Serious Untoward Incident (SUI) policy and will report
any SUI’s to the commissioner within 24 hrs and will provide a copy of the final investigation
report and action plan within 60days (reference to the overarching SUI schedule of the main
Care Services Contract)
Clinical Audit
The service will have robust processes for Clinical Audit. The service will have an annual
clinical audit plan developed in partnership with the Commissioner and will demonstrate
implementation of actions arising from clinical audit. The Service will supply to the
commissioner an annual audit plan and examples of implantation of practice changes as
appropriate.
Best Practice Standards
The service will identify the best practice standards that relate to the service. E.g. NICE,
Royal College/Professional Body guidelines, NSFs, National Confidential Enquires etc
Patient Safety
The service should identify the key patient safety issues for the service and detail the
indicator, method of measurement and report quarterly.
For e.g.
Pressure Ulcers grade 2 and above
Avoidable deaths l
Falls (no. falls, no. of falls resulting in harm )
Medication errors
Patient Moves
Readmission rates etc
Healthcare Associated Infection Prevention and Control
The service should detail the key Infection prevention and control issues relevant to the
service. This should include decontamination issues, audits (e.g. hand hygiene) and reporting
of infections.
Clinical Outcomes and Patient Reported Outcomes
The service will specify the expected outcomes for patients of delivering the service.
The service will detail any relevant National Clinical Audits it will contribute to (e.g. MINAP,
SENTINEL, LUCADA etc)
The service will detail plans to measure patient reported outcome measures. For e.g. Oxford
Hip and Knee Score
Patient Experience
As a minimum this will include:
A patient and carer experience survey will be completed annually (as a minimum) - offered to
all patients on discharge)
The service will share the learning from patient experience measures and develop action
plans to address the top three patient concerns (updates every 6 months as a minimum)
9. Quality and
Performance
Indicators
Quality and
Performance
Indicator(s)
Threshold
Method of
Measurement
Consequence
of Breach
HCAI Control
Service User
Experience
Improving Service
Users & Carers
Experience
Unplanned
admissions
Reducing
Inequalities
Reducing Barriers
Improving
Productivity
Access
Personalised Care
Planning
Outcomes
Table to be completed in conjunction with
Commissioner
Additional
Measures for Block
Contracts:Staff turnover rates
Sickness levels
Complete as required
Agency and bank
spend
Contacts per FTE
8. Activity
Activity
Performance
Indicators
Method of
measurement
Consequence
of breach
9. Continual Service Improvement Plan
Complete if a plan has been developed
10. Prices & Costs
10.1 Price
Basis of Contract
Block
Arrangement/Cost
and Volume
Arrangement/National
Tariff/Non-Tariff
Total
Unit of
Measurement
Price
Thresholds
Expected Annual
Contract Value
£
£
£
£
£
£
£
£
£
£