Contract Management Framework

Glasgow City Council Social Work Services has developed a Contract Management Framework which outlines the approach taken to achieve effective contract management across all client groups for care and support services. More detail on the framework can be found in the Overview of Contract Management Framework (PDF 111Kb - 16 pages) document. This Framework was presented to service providers at a launch on 16 August 2005. The framework aims to provide a more comprehensive approach to evidencing the quality and performance of all the care and support services the Council purchases from service providers in the independent sector. Social Work staff will use information from a number of sources to inform the ongoing assessment and review of services. The sources of information will include service users and service providers, care managers and contract managers, as well as  regulators such as the Care Commission. The aim of the framework is to achieve a consistent approach to contract management across Social Work Services and it will consist of the following eight Core Service Objectives that were developed with reference to the National Care Standards:

• Needs assessment and support planning
• Security, health and safety
• Protection from abuse
• Fair access, diversity and inclusion
• Flexible, sensitive and responsive services
• Protection of service users rights
• Informing and consulting service users
• Effective systems and practice

The components of the Framework are as follows:-

Service Users Questionnaire 

(PDF 746Kb - 7 pages)

This is similar to a consumer ‘satisfaction survey’. It is designed to be applicable in all service areas and service types. The aim is to gather evidence from current service users of their views on the quality and performance of the service being audited or reviewed. It is recommended that the questionnaire be completed face-to-face, for example with the assistance of a care manager during a care plan review. However, a service user can complete the questionnaire on their own and then post it to the client teams.

Providers Self-Assessment Tool 

This tool was developed to facilitate the participation of service providers in the assessment of the quality and performance of purchased care and support services. The tool details the Department's eight Core Service Objectives, listed above, which require to be achieved for all types of service provided and it outlines the related performance indicators and evidence criteria. This will help service providers to show evidence of continuous improvement. It will also inform the ongoing work by Social Work Services and service providers to identify and address areas for development within current service provision.

This tool is compressed using a Zip file format and when you are prompted you should save this to your local directory. This tool can then be unzipped using software which you can download free from the internet. If you experience difficulty with this, please contact the Commissioning and Contract Management Team, phone: 0141 287 8796.

Providers Quarterly Return (in progress)

This return is a web-enabled form which allows service providers to supply information each quarter covering the following core areas considered applicable to all service types in all service areas:

• Vacancy/Void Monitoring
• Complaints and Serious Incidents
• Sickness Absence Rate (%)
• Staff Registration with the Scottish Social Services Council (%)
• Staff Turnover (%)
• Ethnicity

The information received will form the baseline monitoring stage of the framework. Information relating to the above six core indices will be provided at service/project level and analysed retrospectively on a quarterly basis. Analysis of the information will help to identify pressures, issues and trends in purchased services.

Deficiencies in Care/Service Deficiencies Procedure

(PDF 103Kb - 18 pages)

The purpose of this procedure is to inform relevant Social Work Services operations staff, both care managers and contract managers, of their roles in addressing deficiencies in purchased services, and the processes to be followed where contract enforcement actions are taking place. The procedure seeks to clarify the roles and responsibilities of all staff whether they are involved in the care of children, young people, adults or older people.

Care Management and Contract Management Protocol

(PDF 57.3Kb - 11 pages)

This protocol sets out the roles and responsibilities of care managers and contract managers in order to promote effective co-ordination and joint working in the context of the Contract Management Framework.

Audit Procedure

The Audit Process is an integral component of the Contract Management Framework. It establishes that systems contained within the Framework are delivering all necessary information to assess the quality and performance of purchased services.

Audit activity will provide information for inclusion in regular management reports. Information gathered and recorded will link to the overarching departmental Performance Framework, Strategic Objectives, and the Service Plan. Audit will also assist in shaping the social care market by informing benchmarking processes, promoting the sharing of best practice and innovation, as well as assisting to identify models of service provision which are becoming less relevant in terms of strategic demand and need.

Service Review Information and Documentation

Service Review Procedure and tools that are used to plan review activity and document the findings and actions resulting from the process.