DC146-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 establish a structured, collaborative, and efficient approach to working with external providers and agencies in home care. {{org_field_name}} is committed to ensuring that all third-party collaborations enhance the quality of care, maintain regulatory compliance, and prioritise service user safety, dignity, and well-being.

This policy sets out the processes, standards, and responsibilities required when engaging with external healthcare professionals, specialist service providers, contractors, and partner organisations to deliver seamless, high-quality care in service users’ homes.

2. Scope

This policy applies to:

All employees, including care staff, care coordinators, and management.
External providers, including healthcare professionals, specialist therapy services, equipment suppliers, and social care agencies.
Service users and their families, ensuring informed decision-making and seamless service integration.
Regulatory bodies, ensuring full compliance with statutory guidelines and Care Quality Commission (CQC) Fundamental Standards.

It covers:

Establishing agreements with external providers.
Standards and expectations for external agencies.
Roles and responsibilities in collaborative care delivery.
Information sharing, confidentiality, and data protection.
Quality assurance and monitoring.
Conflict resolution and safeguarding measures.

3. Legal and Regulatory Framework

This policy aligns with:

Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Ensuring safe, effective, and well-led care.
Care Quality Commission (CQC) Fundamental Standards – Governing service user safety and quality.
Care Act 2014 – Promoting integrated, person-centred care.
General Data Protection Regulation (GDPR) 2018 – Ensuring confidentiality in information sharing.
Equality Act 2010 – Ensuring inclusive, non-discriminatory care provision.
Safeguarding Vulnerable Groups Act 2006 – Protecting service users from harm.

4. Establishing Agreements with External Providers

Before engaging with an external provider, {{org_field_name}} ensures:

A formal vetting process is conducted, verifying credentials, compliance, and reputation.
A service-level agreement (SLA) is in place outlining:
- Roles and responsibilities.
- Expected service standards.
- Reporting and accountability requirements.
- Compliance with safeguarding policies and confidentiality.
Evidence of insurance coverage, professional registration, and DBS checks.

5. Standards and Expectations for External Agencies

All external providers and agencies must:

Deliver services in line with CQC Fundamental Standards.
Adhere to {{org_field_name}}’s safeguarding, dignity, and respect policies.
Provide timely, clear communication regarding service users’ care.
Cooperate with care staff to ensure continuity and consistency in service delivery.
Attend joint training sessions where necessary.

6. Roles and Responsibilities in Collaborative Care Delivery

{{org_field_name}}’s Responsibilities:
- Facilitate coordination of services between external providers and care staff.
- Ensure care plans align with service user preferences and medical needs.
- Monitor compliance and address concerns proactively.
External Provider Responsibilities:
- Adhere to contractual agreements and maintain service quality.
- Communicate any changes in service user conditions promptly.
- Follow infection prevention and safeguarding protocols.
Service User and Family Involvement:
- Service users and their families are encouraged to participate in care planning and decision-making.
- Feedback mechanisms are in place to address concerns or service improvements.

7. Information Sharing, Confidentiality, and Data Protection

To comply with GDPR 2018 and the Data Protection Act 2018, information sharing is governed by:

Consent-based communication, ensuring service users approve data sharing with external providers.
Secure data handling practices, including encrypted digital records and controlled access.
Information-sharing agreements (ISAs) with third-party agencies.
Regular audits to ensure compliance with data protection standards.

8. Quality Assurance and Monitoring

To maintain high-quality care standards:

Regular performance reviews of external providers are conducted.
Service users’ feedback is collected through surveys and care review meetings.
Audits and inspections ensure adherence to contractual and regulatory requirements.
Joint case reviews and multi-disciplinary team meetings improve service delivery and integration.

9. Conflict Resolution and Safeguarding Measures

Any concerns regarding external providers are investigated immediately.
Safeguarding concerns are escalated in line with our Safeguarding Policy.
Mediation procedures are in place for resolving disputes professionally.
If an external provider fails to meet standards, corrective action or contract termination may be initiated.

10. Policy Review and Updates

This policy is reviewed annually or sooner if:

Legislative changes require updates.
Service user or staff feedback suggests improvements.
New partnerships necessitate adjustments in protocols.

11. Conclusion

By implementing this Working with External Providers and Agencies in Home Care Policy, our domiciliary care organisation ensures that third-party collaborations are safe, effective, and aligned with person-centred care principles. Through clear agreements, robust quality control, and proactive communication, we enhance the delivery of home care services while maintaining regulatory compliance and protecting the dignity and well-being of all service users.

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.