Outcome
area
1
2
3
4
Performance
Indicator
The number & % of
Referrals refused with
reasons
Targets
0%
Number of Care Plans
terminated without
agreement at request
of the Sub-Contractor
in the quarter with
reasons (hand backs)
The numbers & % of
referrals accepted
within 4 hours & 2 days
0%
The numbers and % of
people who had
services in place on
planned start date or
within 2 working days
of planned start date
On planned
start date 80 –
90%
No later than 5
working days
after the
planned start
date 100%
Within 4 hours
– 80- 99%
Within 2 days
– 100%
Frequency
Monthly
From start of
Sub-Contract
Monthly
From start of
Sub-Contract
Quarterly
Within 4 hours
Yr 1 80%
Yr 2 85%
Yr 3 90%
Quarterly
On planned start
date
Yr 1 80%
Yr 2 85%
Yr 3 90%
Method of
Measurement
Electronic
Capture, format
to be agreed
Sub-Contractor
report to
corroborate with
Lead Provider
Sub-Contractor
report
Priority
(H,M,L)
Consequence of noncompliance
H
Remedial Plan &
Liquidated Damages
H
Remedial Plan &
Liquidated Damages
Lead Provider also
report to
corroborate
H
Within 4 hours
Remedial Plan
Within 2 days Remedial
Plan
Lead Provider also
report to
corroborate
H
On planned start Date =
Remedial plan
5 days post start date =
Remedial Plan
Outcome
area
5
6
7
8
Performance
Indicator
Number & % of
planned/scheduled
visits that were not
delivered due to SubContractor fault
(missed visits)
Numbers of placement
suspensions imposed
by the Lead Provider
on the Sub-Contractor
(and partners/subcontractors)
% of care visits
delivered within
agreed time
(punctuality)
The numbers and % of
Service Users stating
that the Service has
assisted them to
achieve their stated
outcomes after least 6
months under this
contract and thereafter
annually
Targets
Frequency
2%
Monthly
0%
Monthly
90%
Monthly
From start of
Sub-Contract
75 - 85% of Yr 1 75%
Service Users
Yr 2 80%
Yr 3 85%
Method of
Measurement
Electronic
Capture, format
to be agreed
Lead Provider also
report to
corroborate
Priority
(H,M,L)
Consequence of noncompliance
H
Remedial Plan
Lead Provider &
NHS QAIT to
corroborate
H
Remedial Plan
Sub-Contractor
H
Remedial Plan
Sub-Contractor
monitoring or
questionnaire
h
Remedial Plan
Outcome
area
9
10
11
Performance
Indicator
No% of Service Users
stating that they were
with the satisfied or
very satisfied Service
after at least 6 months
under this contract and
thereafter annually
Numbers & % of Staff
having completed
induction training
within 12 weeks in a
rolling year
Numbers & % of Staff
qualified to an
appropriate
occupational
qualification such as
Targets
Frequency
60 – 80%
Annual
80 - 90% of
Staff have
undertaken
induction and
successfully
met the
standards of
the Common
Induction
standards/care
certificate
within 12
weeks of
employment
60 -80% of
Care Workers
with
appropriate
occupational
Quarterly
Quarterly
Yr 1 60%
Yr 2 70%
Yr 3 80%
Yr 1 80%
Yr 2 85%
Yr 3 90%
Yr 1 60%
Yr 2 70%
Yr 3 80%
Method of
Measurement
Electronic
Capture, format
to be agreed
satisfaction
measure via SubContractor
questionnaire/
survey or review
Priority
(H,M,L)
Consequence of noncompliance
M
Remedial Plan
Sub-Contractor
Staff training
return
12 months from
Sub-Contract start
date and rolling.
H
Remedial Plan
Sub-Contractor
Staff training
return
12 months from
Sub-Contract start
M
Remedial Plan
Outcome
area
Performance
Indicator
Targets
NVQ/Diploma in
Health and Social Care
or equivalent
vocational qualification
qualification
60 – 80% of
managers level
4 or above
Report rolling 12
month position each
month
Staff Turnover
10 – 25%
Numbers/% of
registered Managers
trained to level 4 or
above
12
13
14
% of partner/SubContractor invoices
paid within 5 days of
receipt by the primary
The % of care hours
delivered by the Sub
Contractor
100%
No Target
Frequency
Quarterly
Yr 1 25%
Yr 2 15%
Yr 3 10%
Quarterly
From start of
Sub-Contract
Quarterly
Method of
Measurement
Electronic
Capture, format
to be agreed
date and rolling
Priority
(H,M,L)
Consequence of noncompliance
Sub-Contractor
Staff return
H
Remedial Plan
Sub-Contractor
report
H
Remedial Plan
Sub-Contractor
report
M
None
Outcome
area
15
16
17
18
19
Performance
Indicator
The number of people
the Sub-Contractor has
referred to the
voluntary sector for
support in the quarter
The Sub-Contractor
must supply the Lead
Provider with a
breakdown of all hours
delivered by client ref,
month, duration length
of visit (duration to be
reported in 15, 30, 45
and 60 minute slots)
The Sub-Contractor's
assessment of supply
chain risk
Targets
Frequency
Target to be Quarterly
developed
Method of
Measurement
Electronic
Capture, format
to be agreed
Sub-Contractor
report
No Target
On Hold
Sub-Contractor
report
No Target
Quarterly
Sub-Contractor
report
Start of contract
Outcomes of
complaints received
No Target
Start of SubContract
Monthly
Outcomes of any
serious incidents
reported
No Target
Monthly
Start of SubContract
Start of Sub-
Sub-Contractor
report
Sub-Contractor
report
Priority
(H,M,L)
Consequence of noncompliance
M
None
M
None
Outcome
area
20
Performance
Indicator
The Sub-Contractor
will monitor the % of
the workforce that is
employed on a zero
hours contract
including staff covered
by sub-contractors
Targets
No Target
Frequency
Contract
Quarterly
Start of SubContract
Method of
Measurement
Electronic
Capture, format
to be agreed
Priority
(H,M,L)
Consequence of noncompliance
Priority
(H, M, L)
Consequence of Non
Compliance
Sub-Contractor
report
Further Local Quality Requirements
Outcome
Area
Performance Indicator
Targets
By When
All Providers (Tier 1, Tier 2 and Specialist/Niche Providers)
1
The numbers and % of
75% - 98%
75% accepted
Providers accepted and acceptance
from start of
declined of Package of
contract
Care
98% accepted
within 6 months
of contract
commencement
Method of
Measurement
Monitoring Data
H
Remedial Plan /
Continued refusals to
accept Packages of Care
may result in the
Provider being removed
from the Devon Cares
Framework Agreement
2
Provider performance
against agreed
Commissioner and
Devon Cares KPIs
Target to be
developed
On a monthly
basis from start of
contract
Monitoring Data
Monthly Reports
H
Co-ordinate and
75%
undertake peer reviews
and as when instructed
by Locality Management
Board
Tier 1 Locality Management Board Members
4
Attendance at Locality
75%
Board Monthly meetings attendance
On a rolling
annual basis / as
required
Monthly Reports
and Locality
Management Board
Minutes
M
On a rolling
annual basis
Attendance at
meetings
H
5
Target to be
developed
From start of
contract
Monitoring
Peer Reviews
H
Remedial Plan /
continued nonattendance may result in
the Provider being
removed from the
Locality Management
Board
Remedial Plan
Target to be
developed
From start of
contract
To be developed
H
None
3
6
The number of Devon
Cares providers that
adhere to legislation,
standards and best
practice
Develop common quality
standards and systems
Remedial Plan /
Continued
underperformance may
result in the Provider
being removed from the
Devon Cares Framework
Agreement
Remedial Plan
7
8
9
for assessment and
monitoring
Identify and develop
training and recruitment
programmes which meet
the requirements of
Devon Cares Providers
and care workers
Volume and outcome of
complaints and incidents
to encourage shared
learning and best
practice
The % of care hours
delivered per provider
per zone per week
Target to be
developed
From start of
contract
No Target
From start of
contract
No Target
From start of
contract
The number and
type of Training
Programmes and
Recruitment Drives
undertaken
H
None
Monitoring Data
Monthly/Quarterly
Reports
H
Remedial plan
Monitoring Data
Monthly/Quarterly
Reports
M
NOTE: These Key Performance Indicators are in development and may be subject to alteration and are for illustrative purposes only.
a. Never Events
Never Events
Threshold
The occurrence >0
of a Never Event
Method of Measurement
Review of reports submitted to
NRLS/Serious Incidents reports
Never Event Consequence
(per occurrence)
In accordance with Never Events Policy
Framework, recovery by the Lead Provider
Applicability
All Healthcare
premises and
as defined in the
Never Events
Policy
Framework
from time to
time
and monthly Service Quality
Performance Report
of the costs to that Lead Provider of the
procedure or episode (or, where these
cannot be accurately established, £2,000)
plus any additional charges incurred by
that Lead Provider (whether under this
Sub-Contract or otherwise) for any
corrective procedure or necessary care in
consequence of the Never Event
settings
NEVER Events
The following Never Events will, without limit, apply to this Sub-Contract:
Never
Event
1
2
3
4
5
6
Title
Relevant?
Wrong site surgery
Wrong implant/prosthesis
Retained foreign object post
procedure
Medication
Mis-selection of a strong
potassium containing solution
Wrong route administration of
medication
No
No
No
Overdose of insulin due to
abbreviations or incorrect
device
Yes
No
Yes
Comment
This applies to all patients receiving NHS funded care. It covers where a
patient receives oral or enteral medication or feed/flush by any parenteral
route. This could apply in care provided in a patient’s own home.
This applies to all patients receiving NHS funded care. It is specific to when
a patient receives a tenfold or greater overdose of insulin because a
prescriber abbreviates the words ‘unit’ or ‘international units’, despite the
7
Overdose of methotrexate for
non-cancer treatment
Yes
8
Mis-selection of high strength
midazolam during conscious
sedation
Mental Health
Failure to install functional
collapsible shower or curtain
rails
General
Falls from poorly restricted
windows
No
9
10
care setting having an electronic prescribing system in place; or when a
healthcare professional fails to use a specific insulin administration device
i.e. does not use an insulin syringe or insulin pen to measure insulin
This applies to all patients receiving NHS funded care. When a patient
receives methotrexate via any route for non-cancer treatment which
results in more than the intended weekly dose being taken, despite the care
setting having an electronic prescribing and administration system, or in
primary care an electronic prescribing and dispensing system in place
No
Yes
This applies to all patients receiving NHS funded care. Only applies to
windows in health and social care premises. This does not apply to the
patient's home.