DCW146-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, transparent, and effective framework for working with external providers and agencies to ensure that service users receive high-quality, safe, and person-centred care. Our home care service collaborates with external providers to enhance the range of services available, ensuring that service users have access to specialist support, medical care, social services, and other essential resources.

This policy ensures compliance with the Regulation and Inspection of Social Care (Wales) Act 2016, the Social Services and Well-being (Wales) Act 2014, and Care Inspectorate Wales (CIW) regulations regarding multi-agency working, safeguarding, and quality assurance.

Our organisation manages external provider relationships efficiently through clear partnership agreements, service level expectations, robust communication protocols, and continuous monitoring of service quality.

2. Scope

This policy applies to:

All staff, including care workers, supervisors, and managers, who liaise with external providers.
Service users and their families, where external support services are engaged.
External providers and agencies, including but not limited to:
- NHS and primary healthcare providers (GPs, nurses, occupational therapists, physiotherapists).
- Local authority social services and safeguarding teams.
- Private healthcare and therapy services (palliative care, mental health specialists, dementia support groups).
- Community and voluntary sector organisations (charities, advocacy services, befriending schemes).
- Care equipment suppliers and assistive technology providers.
- External recruitment agencies supplying temporary staff.

It covers:

Selection, vetting, and engagement of external providers.
Service level agreements and contractual arrangements.
Collaboration, communication, and coordination of care.
Quality assurance, monitoring, and compliance checks.
Safeguarding, confidentiality, and data protection considerations.

3. Selecting and Vetting External Providers

3.1 Criteria for Working with External Providers

Before engaging an external provider or agency, we ensure that they:

Are registered and regulated by the appropriate authorities (e.g., CIW, NHS, Social Care Wales).
Have demonstrated experience and competence in delivering the required service.
Adhere to safeguarding and quality standards consistent with our own policies.
Have adequate insurance and liability cover.
Comply with GDPR and data protection laws.

We prioritise working with trusted and established organisations to ensure service user safety and service continuity.

3.2 Vetting and Due Diligence Process

To protect service users and ensure compliance, all external providers undergo a robust vetting process, including:

Reference checks and verification of credentials.
DBS (Disclosure and Barring Service) checks where required.
Review of policies and procedures, ensuring alignment with CIW standards.
A signed agreement outlining service expectations, roles, and responsibilities.

If an external provider fails to meet required standards, we will not proceed with the engagement and will seek alternative options.

4. Service Agreements and Contractual Arrangements

4.1 Formalising Agreements with External Providers

All external provider relationships must be documented through:

Service Level Agreements (SLAs) or contracts, outlining:
- Scope of services to be provided.
- Roles and responsibilities of each party.
- Response times and service delivery expectations.
- Safeguarding and incident reporting requirements.
- Confidentiality and data sharing agreements.
A designated point of contact within both organisations to facilitate communication and coordination.

4.2 Managing External Agency Staff

Where external agencies provide temporary or contract staff, we ensure:

All staff meet our recruitment and training standards.
Agency workers receive an induction and orientation session covering our policies, procedures, and values.
Clear reporting structures are in place to ensure continuity of care.

If an external staff member fails to meet expected standards, we will report the issue to the agency and request a replacement or further training.

5. Collaboration, Communication, and Coordinated Care

5.1 Effective Multi-Agency Working

To ensure seamless care delivery, we promote strong collaboration and communication with external providers by:

Holding regular meetings and case reviews with multi-disciplinary teams.
Using secure communication channels to share relevant service user information.
Ensuring that all external professionals understand the service user’s care plan, needs, and preferences.

5.2 Information Sharing and Confidentiality

Only essential information will be shared with external providers, ensuring compliance with the Confidentiality and Data Protection Policy (DCW34).
Service user consent must be obtained before sharing information unless there is a safeguarding risk requiring disclosure.
All information shared must be accurate, relevant, and kept secure.

6. Quality Assurance and Monitoring of External Providers

6.1 Ongoing Performance Monitoring

To maintain high-quality service standards, external providers will be subject to:

Regular audits and reviews of their performance and compliance.
Feedback from service users and families to assess satisfaction.
Incident reporting and complaints investigations, ensuring quick resolution of concerns.
Annual contract and service reviews, making improvements where necessary.

If an external provider fails to meet our quality expectations, we will:

Address concerns through formal discussions and action plans.
Consider alternative providers if improvements are not made.

7. Safeguarding, Complaints, and Incident Reporting

7.1 Safeguarding Responsibilities

External providers must comply with our Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13).
Any safeguarding concerns must be reported immediately to the Safeguarding Lead ({{org_field_safeguarding_lead_name}}).
A clear incident escalation pathway must be in place for addressing and investigating concerns.

7.2 Complaints and Dispute Resolution

All external providers must have a formal complaints procedure in place.
Service users and families must be informed of their right to raise concerns about external services.
Complaints against external providers will be investigated promptly, with findings reported to relevant authorities where necessary.
If serious concerns arise, the contract with the external provider may be terminated.

8. Staff Training and Responsibilities

All staff involved in liaising with external providers must:

Undergo training on multi-agency working, safeguarding, and partnership management.
Follow proper procedures for escalating concerns and sharing information.
Ensure service users receive consistent and coordinated care from all providers involved.

Failure to comply with this policy may result in disciplinary action, in line with the Disciplinary and Grievance Policy (DCW31).

9. Related Policies

This policy should be read alongside:

Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13).
Confidentiality and Data Protection (GDPR) Policy (DCW34).
Risk Management and Assessment Policy (DCW18).
Whistleblowing (Speaking Up) Policy (DCW29).

10. Policy Review

This policy will be reviewed annually or sooner if required due to regulatory changes, CIW inspections, or organisational improvements. The Registered Manager is responsible for ensuring compliance.

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}}
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