SL146-Working with External Providers and Agencies in Home Care Policy

Registration Number: {{org_field_registration_no}}

Working with External Providers and Agencies in Home Care Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} effectively collaborates with external providers and agencies to maintain high-quality, safe, and person-centred care for our service users. This policy outlines the standards, procedures, and responsibilities required when working with external providers and agencies, ensuring compliance with the Care Quality Commission (CQC) regulations and best practices. It aims to ensure that partnerships support the well-being, dignity, and individual needs of all service users.

2. Scope

This policy applies to all external providers and agencies engaged in delivering home care services within {{org_field_name}}. It encompasses health and social care professionals, contractors, temporary staffing agencies, domiciliary care providers, and specialist service providers. It also applies to all staff, managers, and external personnel involved in overseeing, coordinating, and monitoring third-party services to ensure they meet regulatory and contractual obligations.

3. Selection and Due Diligence of External Providers and Agencies

3.1 Vetting and Approval Process

External providers and agencies must undergo a rigorous selection process to ensure they meet CQC standards and {{org_field_name}}‘s internal quality criteria.
Each provider must submit evidence of CQC registration, staff training, compliance records, safeguarding policies, and risk management procedures.
All agencies must demonstrate that they have robust recruitment and vetting processes, including Disclosure and Barring Service (DBS) checks, right-to-work documentation, and reference verification.
Contracts and service agreements must clearly outline expectations, responsibilities, key performance indicators (KPIs), and compliance requirements.

3.2 Compliance with Legal and Regulatory Requirements

External providers must adhere to the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and all relevant CQC requirements.
They must operate in line with Regulation 12 (Safe Care and Treatment), Regulation 13 (Safeguarding Service Users), and Regulation 17 (Good Governance).
{{org_field_name}} ensures that all providers align with the Equality Act 2010, protecting service users from discrimination and promoting diversity and inclusion in service delivery.

4. Working in Partnership with External Providers

4.1 Effective Communication and Coordination

A designated External Provider Coordinator ensures seamless communication between {{org_field_name}} and external agencies.
Regular multidisciplinary team (MDT) meetings are conducted to review service user progress, care plans, and areas for improvement.
Clear lines of accountability are established to prevent gaps in service provision and ensure seamless care transitions.
Information sharing complies with GDPR (General Data Protection Regulation) and Data Protection Act 2018, ensuring confidentiality and security of service user records.

4.2 Person-Centred Care Approach

External providers must demonstrate a commitment to person-centred care, tailoring support to each individual’s needs, preferences, and goals.
Providers must involve service users and their families in care planning and decision-making.
Regular service user feedback surveys are conducted to assess satisfaction and inform improvements.

4.3 Managing Safeguarding and Risk

External agencies must have robust safeguarding policies and procedures aligned with local authority safeguarding protocols and Regulation 13 (Safeguarding Service Users from Abuse and Improper Treatment).
Any safeguarding concerns must be reported immediately following {{org_field_name}}‘s incident reporting and escalation procedures.
Joint risk assessments are conducted to ensure service users’ safety, with preventative measures implemented as required.

5. Monitoring and Performance Management

5.1 Quality Assurance and Service Audits

All external providers undergo quarterly audits to assess compliance with agreed service standards.
Performance indicators, including response times, care delivery, and incident resolution, are reviewed.
Non-compliance or underperformance results in corrective action plans, with providers given clear improvement targets and timeframes.

5.2 Feedback Mechanisms and Continuous Improvement

Service user feedback and complaints about external providers are logged, investigated, and acted upon promptly.
Regular feedback meetings with external providers ensure ongoing learning and service development.
If necessary, contracts with failing providers are reviewed and terminated where persistent issues arise.

6. Emergency and Contingency Planning

6.1 Provider Failure and Continuity of Care

{{org_field_name}} maintains a Contingency Plan to ensure uninterrupted service delivery if an external provider fails to meet obligations.
Backup providers and alternative staffing solutions are identified in advance to prevent disruptions in care.
In case of provider withdrawal or closure, transition planning ensures service users are smoothly transferred to alternative providers.

6.2 Incident and Crisis Management

All providers must have a business continuity plan to address emergencies, including severe weather, power outages, or staff shortages.
External agencies must notify {{org_field_name}} immediately in case of major service disruptions.
An Emergency Response Team coordinates crisis interventions, ensuring minimal disruption to service users.

7. Staff Responsibilities and Training

7.1 Staff Roles in Managing External Providers

All care coordinators, managers, and designated contract leads must oversee external providers’ compliance and performance.
Staff are trained in contract management, risk assessment, safeguarding, and compliance monitoring.
A clear reporting structure ensures concerns about external providers are escalated efficiently.

7.2 Training for External Providers

External providers receive an orientation programme on {{org_field_name}}‘s policies, procedures, and values.
Providers participate in joint training workshops, covering safeguarding, infection control, medication administration, and dignity in care.

8. Related Policies

This policy should be read in conjunction with:

SL02 – Safe Care and Treatment Policy
SL07 – Safeguarding and Abuse Prevention Policy
SL13 – Medication Management Policy
SL18 – Risk Assessment and Health & Safety Policy
SL21 – Incident Reporting and Complaints Handling Policy
SL25 – Data Protection and GDPR Policy

9. Policy Review

This policy will be reviewed annually or sooner if changes in CQC regulations, best practices, or service needs arise.

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.