1. “Home is Where the Care is ” Annual Conference and Exhibition Glasgow Marriott Hotel Friday 31 st May 2013

2. CM2000 An Innovative Partner for Innovative Service Delivery

3. What is Real Time Monitoring  The recording of Service User visit information in real-time replacing paper timesheets / manual processes  Provides qualitative trend analysis of services delivered against planned  Provides real time quantitative information regarding visit punctionality, care worker continuity and service delivery trends  Offers a range of quality performance indicator measures through a range of reports

4. Report Extracts:  lack of formal, documented quality monitoring processes  failure to keep people informed about changes to their visits  lack of continuity of care workers  lack of coordination of visits requiring two care worker  lack of regular review  details of service user preferences and choices need to be recorded so care delivery is appropriate to these. Recent CQC Report – The Challenges “We considered that the impact was most significant when it was clear that agencies were not monitoring or taking action to reduce the number of missed or late calls.” “People did not feel valued when visits were cancelled without notice or when Care Workers were frequently late. This was made worse if they were not kept informed.” “There were isolated instances where care recorded in a person’s daily log did not reflect the care they actually received.” “Some Providers are failing to assess the impact of late or missed calls, and failing to monitor and address this vital element of delivering care.”

5. Variety of Benefits Service User  provides accurate Service User billing  reduce late & missed calls through system real-time alert functions Care Worker  improve consistency, continuity, punctuality and visit duration  improves the safeguarding of Lone Workers  removes the need for paper based timesheets Alerts  time critical visits  staff safe  home safe  panic alerting

6. CM2000 – Background  inception in 1999 in response to scheduling / monitoring demand  successfully operate in 83+ Local Authority areas (48 Councils), and over 700 Independent Provider sites  fully hosted, managed service and web enabled platform  13 year experience of building interfaces to 3 rd party systems  partnership approach, understanding and supplying appropriate solutions to meet providers current and future requirements  growing Scottish customer base  dedicated Scottish Premises within Inverclyde  handle £600 million per annum - processing external Provider payment via the Councils  process approximately 2 million calls per week, safeguarding 130,000 Service Users, being delivered by 65,000 Carers.

7. CM2000 customers CM2000 in Scotland

8. CM2000 Scotland  Physical presence: Office base within Inverclyde  grown to 3 Scottish staff  Long-term plans for significant Scottish growth / expansion.  Reputation of delivery on time and within budget.  Firm partnership links with customers.  ADSW partner  assisting influence market thinking  partnership working to build tools which meet future agenda challenges around integration and self-directed support.  Working with Joint Improvement Team and links to Scottish Government.  Credibility as a supplier and market leader within this area.

9. Our Office In Inverclyde

10. Monitoring Technologies

11. Caller Line Identification Monitoring Three types of land line monitoring services: Call Monitoring Options Unanswered call CLI Model (Caller Line Identification) A.U.R.A. Unambiguously identifies both Client and Care Worker Answered call IVR Model (Interactive Voice Response) Caller Line Identification monitoring options 98% of the 1.9 million visit logs received each week uses the CM2000 patented AURA service

12. AURA (Advanced Unanswered Ringback Application)  unambiguously confirms the Care Worker and Service User with out the call being answered  logged visits appear in real-time  quick and easy to use, less time consuming and less prone to errors  used from Service Users existing landline telephone or mobile  logs the arrival and departure time to the second  patented to Care Monitoring 2000 Ltd.

13. Additional Features What if there is no phone? Exception Logging  CodeConfirm! - (facility for Carers to log visit exceptions via a specialist unit within the Service User’s home)  robust and reliable solution  long battery life (estimated 4-7 years)  accurate to the minute  small and unobtrusive.

14. Mobile Workforce Monitoring Solutions Visit monitoring tool with innovative workforce management and communication features. Location Authentication / Monitoring options:  Radio Frequency Identification (RFID) Technology (NFC)  QR Code using built in camera  GPS positioning  Care Monitoring 2000 landline monitoring. Full integration with CallConfirmLive! scheduling solution for real time two-way communication. Advanced Features include:  record shift standby start and finish times  view ‘real-time’ schedules with change updates  view required visit task lists and record completed tasks  reporting observations: captures incident notes for follow up  linked directly to Care Monitoring 2000’s Outcome Module  MWS Messaging to Care Workers with read receipt  Lone Worker health and safety features.

15. The New Dimensions

16. CM2000 Outcomes Module:  ability to track qualitative measures of service delivery against service user outcomes  ability to move towards paying for service outcomes as well as time & task  qualitative information to assist positive service delivery and service outcome achievements. CM2000 Self Directed Support Module:  ability to monitor the real-time delivery and spend of recipients of personal budgets  complete visibility and manageability for the person / advocate through the Family Portal. The Future of Monitoring

17. Goal1 - Want to stroll to the shops ADL2. When transferring from Bed to chair F. Does not transfer from bed to chair (3) Software Entry: Send SMS Print Letter Mobile Application Software Entry Formats available for Data capture: Mobile Workforce Monitoring Integration Landline Message AURA with tasks Pop-up window Text messaging with auto replies Traditional surveys CM2000 Outcomes: Data capture at point of delivery

18. Outcome Report (Data Extract) Goal 1 - Want to stroll to the shops Goal 2 – Control over daily life Goal 3– Cultural/religious preferences hours CM2000 Reablement: Outcomes Reporting Tools Hours/Visit Summary Report

19. Outcomes Qualitative Reporting Tools

20.  developed in line with the current SDS bill  complete visibility of budget and spend activity to the Citizen / Family / Advocate  Service Users have choice and control over which Service Provider to pick (and change)  ability for Providers to evidence service delivery and provide safeguarding controls  additional expenditure incurred by Service User (e.g. Taxi fares) input by individuals / advocates, Provider or Council (for complete picture of budget spend)  access controls allow appropriate stakeholder visibility of spend patterns and budget use. Managed Accounts – Benefits:

21. Council Client Index System Authority Providers CallConfirmLive! 1) Commission record with PB updates Scheduling System Corporate Accounts 6) Ledger/ Payment file CM2000 Managed Account Process Flow Diagram RAS Process Service User 5) Invoice / Payment Record Service User Portal 2) Personnel Schedule and Actual Visits logs 3) Visit/Activity Logs 7) Payment 4) PB spend alerts

22. Typical Costs  set-up costs vary depending on size and requirements  typical cost per visit of between £0.08 and £0.10  dependant on monitoring technology deployed and functionality required  includes user licences, upgrades and support.

23.  comprehensive interfacing or one-stop-shop offering  up to the minute visit information available in real-time anywhere, anytime via the Web  real-time alerts for late or missed critical visits and safeguarding of Care Workers  reduces invoice and timesheet administration costs and automates / speeds up invoice payment  concentrate on care related matters and quality of service  transparency of Care Worker activity improves productivity through better management of travel and down time  system quick and easy communication with field-based staff  When monitoring is used correctly it is treated as a stamp of quality for a provider. Conclusion

24. Do you have an Electronic Monitoring system in your service/s…… 1.Yes 2.No 3.Under consideration

25. Do you see Electronic Monitoring as a … 1.A regulatory requirement 2.A tender requirement 3.A quality & safety tool 4.An efficiency and administration tool 5.Something else

26. Who should bear the cost for electronic monitoring….. 1.The Commissioner (local Authority/NHS) 2.The Provider 3.Someone else

27. If there was no additional cost for Electronic monitoring would you like to see it in care services……. 1.Yes 2.No 3.Don’t know

28. Is the barrier to having Electronic Monitoring…… 1.A financial one 2.2. Technical capability 3.Organisational culture 4.Something else

29. Should Electronic Monitoring be used for....... 1.Minute by minute billing 2.Safety of supported individuals and staff 3.To monitor quality outputs and outcomes 4.Something else

30. “Home is Where the Care is ” Annual Conference and Exhibition Glasgow Marriott Hotel Friday 31 st May 2013

31. A new way to listen Gina Alexander | Patient Opinion gina.alexander@patientopinion.org.uk

32. Tell ‘em what you’re going to tell ‘em Use the voting system! Social media for social good Care Opinion – an evolution of the Patient Opinion approach Summary

33. Have you or someone you love/care for received/used health and/or social care services in the last 12 months? 1.Yes 2.No

34. In terms of the overall service you or your loved one received would you say you were:- 1.Very Satisfied 2.Satisfied 3.Moderately Satisfied 4.Dissatisfied 5.Very Dissatisfied

35. Did you offer feedback about the service you or your loved one received? 1. Yes 2. No

36. For those of who answered No to question 3, which of these option best fits your reason? 1.Don’t know how to give feedback 2.No time 3.Wondered if there would be any point 4.Gave Feedback at the time (praise or concern) 5.Didn’t want to make a fuss/offend

37. Do you have a Facebook or Twitter account? 1.Yes 2.No

38. Power of the internet

39. Talking About A Revolution?

40. Everyone has a voice

41. Using transparency to drive change on Patient Opinion Shows a change has been made Organisations displayed here can include boards, HIS, HEI, SPSO

43. Patient Opinion and Care Opinion an infrastructure for conversations across health economies

45. Care Opinion - features Online narrative feedback oFrom any user, carer, relative oAbout a specific service oModerated and public Relevant agencies are alerted oMay post responses oMay show actions taken oMay create reports

46. Acknowledging the differences between health and social care Health careSocial care Big providersSmall providers Public ownershipPrivate ownership Tax fundedFee funded Large workforce per locationSmall workforce per location Mainly short term careMainly long term care

47. Key issues Openness and transparency in public service delivery Health and Social Care Integration Self directed support and Personalisation Protection of Vulnerable Groups and of course …

48. The moderation of published stories

49. Care Opinion - Establish the Power to Publish by enabling service users, relatives and carers to publish their stories Promote integration Through uniting health and social care feedback Establish accountability via fast, effective, service user-centered moderation Improve localism by connecting to CHP/HSCP, Community Planning partners,

50. Care Opinion metrics Care Opinion will clearly show oThe amount of feedback online oThe amount which is public And has a response And has led to a change oThe amount which was not published

51. Care Opinion Service Service users and carers can give honest feedback safely and easily Staff know how their care is experienced Services can make constant improvements based on feedback Everyone can see how services are listening and changing in response

52. Story NHS staff ResponseComment covers both responses Service User Comment CHPs Patient Organisations HIS/HEI Local Authorities, SG, MSPs Automatic notification Comment from patient Integrating conversations on Patient Opinion and Care Opinion Hospital improvement Care home staff Response Care home improvement Health services Social care Care Inspectorate

53. Number of people using a service IndifferentConcerned Passionate Lowstrength of feeling High Known/Complaints Thoughtfully passionate people (who it now costs little to identify) The ‘thoughtfully passionate’ © are key to improving services but until now have been hard to identify. These patients and carers want to help improve Services. Platforms like PO and CO dramatically reduce the cost of finding them

54. Follow us now @patientopinion @careopinion

55. “Home is Where the Care is ” Annual Conference and Exhibition Glasgow Marriott Hotel Friday 31 st May 2013

56. Building the care sector - together Paul Edie Chair, Care Inspectorate

57. My background Councillor in Edinburgh for 18 years 2007-2012 chaired the Health Social Care and Housing Committee Non-executive Director of NHS Lothian Member of the Lothian and Borders Community Justice Authority Worked for the Scottish National Blood Transfusion Service in Quality Assurance Appointed by Scottish Ministers in April 2013

58. My vision for the care sector in Scotland Society expects higher standards We both have a role in delivering them Human-rights approach is central Regulator’s role is not just to inspect but support improvement

59. What the public expects Standards are changing. That which was acceptable 5 years ago may not be today We all need to be more expert in what we do For us, that means the Care Inspectorate establishing specialist teams

60. Integration is central to changing public demand Desire for higher standards, coupled with a human rights approach, are key drivers towards integration Joint inspection of adult services with Healthcare Improvement Scotland now happening in West Lothian Will interrogate the journey older people are going on from their perspective

61. Changes afoot There will a significant rise in the population of older people at the very time resources – human and capital – face stiff competition Ways of caring for older people will change Care at home will grow That poses challenges for providers Also poses challenges for regulators We are reviewing our methodology now

62. Involvement of users is key The best way of providing care for some is – almost always – involves asking them We are involving lay assessors in our work, and increasing the number We expect you to involve services in the care they receive

63. Email: paul.edie@careinspectorate.com @paul_edie

64. “Home is Where the Care is ” Annual Conference and Exhibition Glasgow Marriott Hotel Friday 31 st May 2013