Service Improvement Report - WhatDoTheyKnow · Alison Pagram Contract Monitoring Template July 2011...

Alison Pagram Contract Monitoring Template July 2011

Service Improvement Report

On

By

Contract Monitoring Officer Adult Social Care

Commissioning and Improvement

On

Summary

Alison Pagram Contract Monitoring Template

July 2011

2

What the Service Does Well

What the Service Could do Better

Information Gathering Analysis

Feedback from Commissioning staff

Visit to home

Number of Staff Interviewed

Manager Interviewed

Number of Service Users spoken to:

Staff files viewed

Resident’s files viewed

Visitors spoken with

Next of Kin questionnaires

Sent Ret

Report


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1. Observations

References:

SS = Service Specification Con = Contract

Reg = Regulation Obs = CQC Observation Prompts and Guidance GP = Good Practice

2. Information provided to clients

Met Unmet Partially Met

Information pack and brochure to include all items below (Outcome 1(1H)) as well as meals, mealtimes and dietary advice (Outcome 5(5B))

Information is provided in a suitable format and clients supported to understand (Outcome 1 Reg 17)

Description of facilities for care, treatment and support, details of room (SS 6.1, 14.2,14.3) (Outcome1(1H))

Aims, objectives and purpose of the home (Outcome 1. (1H))

Review procedure(Outcome 1. (1H))

Complaints procedure(Outcome 1. (1H) (SS11.5)

Local Advocacy services (Outcome 1. (1H))

Comments:

Actions:

Timescale:

3. Terms & Conditions


Fee includes toiletries (other than expensive) and holidays(SS11.3, 12.1)

Additional Costs over & above fees documented in care plan (Outcome 3 Reg. 19) (SS11.3)


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Confirmation of sufficient funding for length of stay for self-funders and information regarding possibility of LA funding (Outcome 3 (3G)) (Con 16.18,19)

Copy of Self Funding Contract (Regulation 19.)

Comments:

Actions:

Timescale:

4. Pre-admission Process


Confirmation and evidence recorded that consideration has been given to a full assessment by a Social Worker or Care Manager from the Borough of Poole (SS4.1)(Con 6.1)

Needs assessment by Provider (Outcome 4 Reg. 9) Confirmation through documentation of provider’s ability to meet the client’s needs (Outcome 4 (4A) and Reg. 9)

Arrangements for introductory visit and trial period (SS4.2.5 &7)

Up to date list of medication on admission (Outcome 9(9B))

Comments:

Actions:

Timescale:

5. Moving & Handling and Falls Met Unmet Partially

Met

M&H Care plans in place and updated regularly (Outcome 11(11C))

Designated slings per resident stored in individual rooms (Outcome 11(11F))

Correct use of M&H equipment by staff (Outcome 11(11C))


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Annual staff training (Outcome 11(11C))

Falls Risk Assessments as part of care plans(Outcome 11(11C))

Recording of falls in Accident File(Outcome 11(11C))

Evidence of falls follow up action and referrals as required(Outcome 11(11C))

All equipment and devices routinely maintained by appropriate persons (Outcome 11(11C and 11E)

Comments:

Actions:

Timescale:

6. Care Planning

Met Unmet Partially

Met Care/support plans are individual and consider people’s needs, preferences and diversity Outcome 4 (4A)) independence and choice (SS 7.1)

Records are updated as soon as possible and include documentation of verbal communications (Outcome 21 (21A))

Clients, their representatives and staff are able to contribute to records where appropriate (Outcome 21(21A)) (Con6.2)

Evidence of involvement of S U &/or representative and consent to care (Outcome 4 (4A))

Careplan reflects how clients’ welfare is maintained and wellbeing promoted to include all the following needs: physical, mental, social, personal relationships, emotional and daytime activities. (Outcome4 (4A)) Care plans to reflect different ethnic, cultural and religious needs (SS 7.2)

Reflects continuity of care between all providers (Outcome4 (4A))

Care Plan supports maintenance, return to or changes in client’s health and encourages prevention and early detection of ill health (Outcome4 (4A))

Cleaning schedules to be part of the care planning


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(Code.Prac.Crit.2)

Risk assessments which balances safety with the right to choose, taking account of capacity (Care planning considers the MCA) (Outcome 4(4A))

Evidence of effective and timely response to changes in health, requests from clients, family, friends and advocates and response to non-verbal requests/signs of need (Obs (CWF7))

Reviews include all those involved in care and support and are held regularly (SS4.2.8) the

frequency determined by the Care Manager. Up-dated monthly to reflect changing needs. Care and Support Plan to be updated by Provider with the client (Con11.1)

Support clients to have a health action plan developed by the PCT (Outcome 4 (4P))

Nutritional screening (Outcome 5 (5B)) End of Life Care assessment to be co-ordinated by a Social Worker/Care Manager (SS8.1) and client’s End of Life Wishes are considered (Outcome 4 (4K) SS8.2)

Life History on file (Outcome 1)

Current photograph (GP)

Comments:

Actions:

Timescale:

7. Medication Policy

Met Unmet Partially

Met Medication is managed in compliance with the Bournemouth and Poole PCT Medication Policy and Regulations (Outcome 9 Reg.13)

Staff training (Outcome 9(9B)) (SFC Version 1.5)

Medication competency assessments(Outcome


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9(9B))

Designated trained staff distributing meds(Outcome 9(9B))

Recording System used i.e. MAR(Outcome 9(9B))

Legible signatures/signature list (B&P Policy)

PRN procedures (Outcome 9(9B))

Homely remedies procedures (Outcome 9 (9F))

Covert medication procedures including best interests decisions (Outcome 9(9B & 9C))

Safe storage of medication and medicines not left unattended (ObsMED1) (Outcome 9(9B)) (SS11.8)

Risk assessment for self medicating including capacity (ObsMED4) (Outcome 9(9B))

Self medication assessment reviewed regularly (SS7.12)

Comments:

Actions:

Timescale:

8. Choice

Met Unmet Partially

Met Residents addressed by preferred name (Outcome 1)

Time of rising / retiring (SS7.15)

Clients are given choices of where, when and with whom to have their care provided Obs(RIN2)

Residents given choice regarding activities Obs(RIN)

Registered with own choice of GP(Outcome6(6K) (SS7.12)

Support to access other services relevant to their needs (Outcome 6(6I))

Sufficient time is given for clients to make choices (Outcome 1 (1E))

Support to make informed choices is available when


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required (Outcome 1(1E))

Information is given to clients, in an appropriate format, to allow them to make choices (Outcome 1 Reg 17)

Meals – choice and alternatives available for each meal, mealtimes, where to eat and alone or in company and menu in appropriate format (Outcome 5(5C))(Obs.MNN8) (SS9.3, 9.6)

Rooms can be personalised and allow for choice regarding temperature, furnishings and décor (Outcome 10 (10L)) (Obs RIN)

Visitors and visits to friends, relatives etc. are encouraged (SS7.4)

Comments:

Actions:

Timescale:

9. Privacy & Dignity


Provision of opportunities for clients to manage their own care (Outcome1Reg. 17)

Service users are treated with consideration and respect and able and supported to express their views (Outcome 1 Reg.17)

Clients are provided with opportunities for development of autonomy, independence and community involvement (Outcome 1 Reg. 17)

Clients are enabled to care for themselves whenever possible(Outcome1Reg. 17)

Clients are given opportunities to be involved in how services are run (Outcome1Reg. 17)

Provide opportunities and support for clients’ independence and community involvement(Outcome1Reg. 17)

Residents are given opportunities to experience/learn about options and take part in activities/employment/education (Obs RIN)

Quiet areas/private spaces are provided (Obs RIN),

including space for relatives to stay with clients at the end of their life (Outcome 10(10I))

Assistance with comfort needs (toileting, cleanliness and pain relief) is timely (Obs RIN)

Staff speak discreetly about private matters and do not talk about an individual’s care in front of others (Obs RIN)

Staff assist with dressing appropriately whilst


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respecting choice (Obs RIN)

No mixed sex accommodation (Obs RIN)

Room / toilet doors closed and screens provided for privacy (Obs RIN)

Staff address clients respectfully and do not use in appropriate terms of endearment (Obs RIN)

Staff engage in conversations with clients, talk to the client rather than friends or relatives, treat people as individuals (ObsSTF4)

Staff work at client’s pace and do not rush them (ObsSTF4)

Practical tasks not taking priority over positive engagement (Obs STF7)

Laundry returned to rightful owner (SS7.13)

Comments:

Actions:

Timescale:

10. Complaints


Complaints procedure with a named contact and CQC details and clients assisted to understand procedures (Outcome 17 (17A))

Complaints file contains those received in writing, verbally and/or in sign language (Outcome 17(17E))

Recording - date/time/nature/outcome with audit trail (Outcome 17(17D))

Action taken (Outcome 17(17E))

Evidence of reviews of complaints (Outcome 17(17E))

Procedures for complaints from self-funders to be in line with LGO Complaint Procedure Checklist

February 2011(displayed in foyer, on website, with contracts)

Comments:

Actions:

Timescale:


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11. Accidents (Regulation 9(2))


Staff competent to deal with emergencies (ObsSTF8)

All accidents recorded (Outcomes 4(4A) and 11(11C))

All accidents risk assessed and linked into care plan (Outcomes 4(4A) and 11(11C))

Accidents analysed on a regular basis i.e. 6 monthly (Outcomes 4(4B) and 11(11C))

Comments:

Actions:

Timescale:

12. Environment – Lounge/Dining/Communal


Sufficient toilets and bathing facilities (Outcome10(10F)) in close proximity to living areas (Outcome10 (10M))

Tidy and free from clutter (GP)

In good decorative order, maintained and refreshed (Outcome 10 (10H)) (SS6.3)

Lounge shall be equipped with a TV and radio (SS6.7)

Quiet area to be provided in addition to individual bedrooms (SS6.7)

Non-institutional furniture and equipment (SS6.3)

Layout of furniture and fittings to positively encourage communication (SS7.8)

Space for SU’s with mobility problems ie w/chairs (Outcome 10(10L))

Dining area comfortable and welcoming (SS9.5)

Space for activities (Outcome 10 (10I))


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Adequate signage (GP)

Safe & accessible outdoor area (Outcome 10(10M)) (SS6.8)

Security of premises (SS6.6)

Provision of a telephone for use of clients in a comfortable and private location (SS7.4)

Comments:

Actions:

Timescale:

13. Individual Accommodation


All rooms are single occupancy unless by a positive choice to share (Outcome 10 (10L)) (SS6.4)

Clean, comfortable, bed/linen (at safe height) (Outcome 10(10L))

Adjustable beds (nursing Homes) (Outcome 10(10L))

Curtains or blinds(GP)

Mirror (unless dementia) (GP)

Overhead and bedside lighting(GP)

Seating for two people(GP)

Wardrobe / chest of drawers / bedside table(GP)

Clean & clutter free / bin emptied(GP)

Carpet or equivalent(GP)

Lock/keys accessible by staff in emergency (SS6.5)

Lockable storage space for valuables/meds if RA (Outcome 10 (10C))

Pipes & radiators covered (Outcome 11)

Call bell working/in reach (Outcome 10(10F))

Comments:

Actions:


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Timescale:

14. Hygiene & Infection Control

Met Unmet Partially

Met Annual statement on Infection Control (Code.Prac.Crit.1)

Designated IPC Lead (Code.Prac.Crit.1.1)

Robust IPC Policy for approval by CSIT (Con20.10)

Home / rooms are clean & odour free (Outcome 10 (10A))

Management of Legionella (Outcome10 (10H))

Adequate laundry facilities (SS7.13)

Laundry situated away from communal areas(GP)

Laundry kept locked when unmanned and key retained safely(GP)

Laundry floor & walls non permeable (Code.Prac.Crit.2)

Industrial type washing machines(GP)

Sluice facility/Macerator (nursing homes) (GP)

Designated slings per resident(GP)

Gloves & aprons in situ & used for personal care(Code.Prac.Crit.1)

Staff not wearing jewellery (apart from wedding band) (Code.Prac.Crit.1)

Staff with clean, polish & extension free nails(Code.Prac.Crit.1)

Home/equipment cleaning audits completed on regular basis(Code.Prac.Crit.2)

Comments:

Actions:

Timescale:


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15. Policies & Procedures (Review dated) (Outcome 21(A))


Equal opportunities (SS11.1)

Health & Safety(SS11.1)

Safeguarding (outlining procedures) (SS11.1)

Whistle Blowing(SS11.1)

Misconduct policy (SS10.7)

Residents finances(SS11.1)

Confidentiality(SS11.1)

Moving & Handling(SS11.1)

Infection Prevention and Control (Code.Prac.Crit.1)

Copy of MCA Code of Practice(SS11.1)

Fire Evacuation Procedures (Outcome10(10F)) plus

fire drills at least quarterly (one involving residents and one involving night staff per year)(SS6.6)

Emergency contingency plan (Con 20.8) and

Personal Evacuation Plans (PPE)

Comments:

Actions:

Timescale:

16. Recruitment

Met Unmet Partially

Met The home to have a recruitment procedure including opportunities, job descriptions, conditions of service and employment and induction training (SS10.2)

Proof of ID including a recent photograph (Schedule 3., Outcome 12(12A) Reg.21)

Copy of application form on personnel file (Outcome 12)

Written references from previous employers including verification of reasons for leaving (Schedule 3., Outcome 12(12A) Reg.21)


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Reasons for gaps in employment explored(Schedule 3., Outcome 12(12A) Reg.21)

Enhanced CRB & ISA checks (Schedule 3., Outcome 12(12A) Reg.21)

Information relating to physical or mental health conditions related to ability to fulfil the role (Schedule 3., Outcome 12(12A) Reg.21)

Staff are recruited with the involvement of service users where possible and weekly feedback from them (new staff starting work prior to receipt of CRB but after an ISA)(Outcome12(12D))

Contract / terms & conditions on personnel fi le (GP)

Written permission for SS to access file (Con 20.7,28.6)

Volunteers CRB & ISA checked (Outcome 12(12C))

Comments:

Actions:

Timescale:

17. Staffing


Sufficient staff numbers with sufficient competency and sufficient staff who know the needs of clients to deliver consistency (Outcome 13(13A)) (SS10.1) Waking night staff numbers adequate (Outcome 13(13A)

If issues are identified, evidence be produced of a needs analysis and risk assessment to decide staffing levels(Outcome 13(13A))

Clear lines of responsibility (Outcome14(14C))

Recorded staff rota retained for 4 years (Outcome 13(13A)and Outcome 21(21A))

NMDS Returns to BOP completed

Skills for Care (Meeting the Workforce Regulations 1.5 June 2011)

Staff presence in communal areas (GP)


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Sufficient domestic / kitchen / admin staff (Outcome 13)

Comments:

Actions:

Timescale:

18. Staff Training (to be evidenced)


Accredited induction training prior to working unsupervised (Outcome 14(14A)) (SS10.3)

Staff learning and development plan taking account of shift patterns (Outcome14(14A)) (SS10.4)

Staff to be trained to recognise/ emotional needs and changes of clients (Outcome 14(14A)) (SS7.3)

Evidence of staff qualified or studying QCF Diploma in Health and Social Care levels 2-3 (Outcome 14)(SFC Advice version 1.5)

Staff are supported in learning and development plan which takes account of working patterns (GP)

Moving & handling (updated yearly) (Outcome 14(14A))

Infection control (Outcome 14)(SFC Advice version 1.5) (Code.Prac.Crit.10)

Adult Protection (min. 1 day + 3 year update) (Safeguarding training min 1 day + 3 year update) (Outcome 7(7A) Regulation 11)(Pan Dorset policy)

(Safeguarding training for managers – 1 day awareness + 1 day managers training + 3 year update (Outcome 7(7A) Regulation 11)(Pan Dorset policy)

Contents of Safeguarding training to include 5 competencies identified in ‘National Competence Framework for Safeguarding Adults’

Dementia - to meet the needs of clients (Outcome 14(14A))

Fire safety (Outcome 10(10E))

One member of staff to be trained in First Aid (with 3

year update) (SS10.5) (S for C ‘Meeting the


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Workforce Regulations 1.5 June 2011)

Food hygiene (SS9.7)(SFC Version 1.5)

MCA Training/Induction (Con 25.1.12)(SFC Version 1.5)

Manager qualified – QCF Level 5 Diploma in Leadership in Health and Social Care within 3 months of appointment and completed within 2 years (Outcome 24 Reg 6)(SFC Version 1.5)

PIN updates evident (Nursing Homes only) (Outcome 12(12B) Reg. 21(ii))

Training matrix or list of training attendees (Outcome 14(14A)

Staff trained in techniques for dealing with challenging behaviour without the use of restraint. In exceptional circumstances restraint only used following medical advice and relatives/representatives informed. (SS7.9)Staff are

trained in all aspects of the use of restraint (where unavoidably used) (Outcome 7(7F))

Staff are trained to understand the benefits of meaningful activity and communication(Outcome 7 (7G))

Comments:

Actions:

Timescale:

19. Staff supervision (Evidenced)


Supervision structure in place to include one to one sessions or group meetings. Supervisions to be recorded (Outcome 14(14C))

Regular appraisals (Outcome 14(14C))

Training needs assessment (Outcome 14(14A))

Comments:

Actions:

Timescale:


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20. Management


Manager registered with CQC(Outcome 23. Reg. 5)

Has qualifications, competencies or relevant skills and experience (Outcome 23 Reg. 5)

The Manager has plans to keep knowledge and skills current and to participate in relevant training and activities (Outcome25(25A))

Has an appropriate qualification as advised by Skills for Care or registered within 3 months of appointment and completed within 18-24 months (Skills for Care advice on CQC’s workforce-specific outcomes: 14&25 – June 2011 Version 1.5)(Outcome 25(25C)) i.e. Level 5 Diploma in Leadership for Health and Social Care or NVQ L4 and RMA, or LMCS

Transparent and consistent lines of responsibility recorded (Outcome 25 (25A))

Comments:

Actions:

Timescale:

21. Quality Assurance


Completion of NMDS and Provider Compliance Assessment (Con20.6)

Regular client, representative and staff surveys (Outcome16 (16C) Reg. 10)

Procedures in place to record incidents, complaints and comments, information from experts and professionals, audits, including analysis (Outcome 16 (16A))

Whistle blowing procedures (Outcome 16 (16B)) Clients have access to a written description of names and job roles of all those involved in their care as well as the decision making process (Outcome 16 (16D))

Current description of the QA process (Outcome 16 (16E))

Regular residents meetings held (SS7.7)

Comments:

Actions:


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Timescale:

22. Service Users Finances


Up to date policy (Outcome 21(21A))

Client’s income to be handled by them or their representative and the full personal allowance available at all times for their use (SS11.7)

Facility for safekeeping money/valuables (SS11.7)

Records & receipts of all transactions (Outcome 7(7M))

Inventory of personal possessions on admission and updated during stay (SS4.2.1)

Comments:

Actions:

Timescale:

23. Transportation


Vehicles to be maintained in a roadworthy condition and to be insured (Con 19.1)

Vehicles to be suitable for any disability of clients (Con19.2) including appropriate seatbelts (Con 19.4)

Staff trained in the operation of tail lifts (Con 19.3)

Provider to monitor staff’s MOT’s, license and appropriate insurance when using their own vehicles (Con 19.7,19.8)

Comments:

Actions:

Timescale:


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24. Record Keeping


Key points of care, treatment and support are available in the event of a transfer (Outcome 6(6A))

Records are clear, factual and accurate (Outcome 21(21A))

Care plans are available to all those involved in their care, treatment and support (Outcome6(6A))

Care plan includes transfer arrangements (Outcome 6(6A))

Transfer form includes the following: name, gender, date of birth, address ID no., emergency contact details, representative’s details, record of care and treatment given to date, assessed needs, known preferences and relevant needs, previous medical history, GP’s contact details, any infections, medicines being taken, allergies, key contact in service being left, reasons for transfer, advance decisions, risks of suicide, homicide and harm to self and others. (Outcome 6(6A))

Social care records are retained for 3 years from the last date of entry (Outcome21(21A))

Service User records to be retained in locked cabinets (Con 28.8)

Comments:

Actions:

Timescale:

25. Activities


Activities co-ordinator employed (hours worked) (GP)

Varied programme of day activities offered to maintain skills, abilities and interests (SS7.7)

One to one sessions (Outcome1 (1A))

Comments:

Actions:


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Timescale:

26. Care Management

Met Unmet Partially

Met Keyworker system or alternative as agreed (SS10.6)

Handovers in place (Obs NNN2)) Recording of visits from other professionals (Obs NNN2))

Nutrition score recorded in notes and care plan(Obs NNN1)) Regular nutritional screening (Outcome 5(5A))

Nutritional screening carried out by staff with skills, qualifications and experience (Outcome 5(5B))

Weights recorded weekly (Obs NNN3)) Use of screening tools e.g. MUST (Obs NNN1))

Food and Fluid charts monitored and reviewed and appetite recorded in care plan (Obs MNN3)(Obs MNN8)(Outcome 5(5B))

Position turn charts (Outcome 4 (4A))

Sufficient equipment (Maintenance/Service Contract in place) which is suitable for purpose, used correctly, promotes independence and is comfortable (Outcome 11 Reg. 16) regularly serviced and inspected (SS7.11)

Moving and handling is carried out with regard to dignity, comfort and safety (Outcome 11(11B))

Comments:

Actions:

Timescale:

27.Mealtimes


Clients supported to prepare food themselves (Obs. MNN4) (SS9.6)

Temperature checks (Obs. MNN4) Sufficient staff to support and assist (Obs. MNN5) Mealtimes uninterrupted (Obs. MNN5)(Outcome 5(5A))

Clients invited to wash hands(Obs. MNN5) People able to reach food and drink and not having to wait too long for their meal(Obs. MNN5)

Food handling policies on display (Obs. MNN6)


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Special equipment available (adapted crockery and cutlery) (Obs.MNN5)

Dietary supplements available as required (Outcome 5 Reg 14)

Clients are provided with an adequate, balanced, varied diet which is nutritionally sound (SS9.2)

Food is presented in an appetising way to encourage enjoyment (Outcome 5(5A)) (SS9.2)

Chef/s qualified – annual certificates (Reg 21)

Likes / dislikes recorded (Outcome 5 (5C))

Food allergies and alerts managed (Obs. MNN4)(Outcome 5(5A))

Dietary requirements noted in the care plan & managed (SS9.4) (Outcome 5)

Fresh water and other drinks available and prompted by care staff regularly(Obs. MNN5) and

available at all times to clients and their visitors (SS9.1) (Outcome 5 (5A))

Comments:

Actions:

Timescale:

28. Safeguarding (Outcome 7 Reg. 11)

Met Unmet Partially

Met Safeguarding policy to be in line with the Bournemouth, Dorset and Poole Multi-Agency Safeguarding Adults Policy and Procedures (Con 25.2.4)

Behaviour management is managed using appropriate communication and based on familiarity with the person’s needs (Obs SFG1/2)

Staffing levels are sufficient to deal with challenging behaviour (ObsSFG5)

Vulnerable people are checked on regularly (ObsSFG7)

There are effective means to monitor and review incidents, concerns and complaints (Outcome7(7A))

Relative local and national multi-agency procedures for safeguarding are followed (Outcome 7(7E))

Care staff take part in regular reviews of the care, treatment and support outcomes against care plans (Outcome7 (7E))


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Use of restraint is risk assessed and recorded (Outcome 7(7I)) (Con 25.1.7,8,9,10)

Comments:

Actions:

Timescale:

Response to Next of Kin Questionnaires

Question: Are you ever asked to pay for any incidental expenses on behalf of your relative e.g.

toiletries

Yes No

How regularly do you have contact with the home?

dly wkly mly 3-6 ms

6-12 ms

12 ms

How does the home keep you informed of your

relative’s condition?

How is communication between yourself and the home?

Open v.good satis poor

Do you feel your relative is happy there? Do you feel your relative’s needs are met by the home?

Views on: Staff too

many

About right Too few Not

sure

Attitude of staff excellent good average poor

Clients and relatives views listened to always sometimes rarely never

What do you feel about:Social Activities excellent good satis. poor

Privacy, dignity, respect

Food Visiting arrangements Facilities Gardens, etc. Laundry Cleanliness

Next of Kin comments:

Comments, where negative, have been discussed with the Manager and

his/her responses are noted in italics below. Manager Interview


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Staff Interviews

Residents Interviews

Have the Statutory Requirements

detailed below, raised in the latest CQC report dated ………….. been addressed, if so please evidence

Evidenced by Service Improvement

Officers

Standard

Standard

Standard

Standard


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ACTION PLAN for

Action item no 1:

Agreed target

completion date:

Agreed by:

(Admin Authority)

(Provider)

Action item no 2:

Agreed target


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completion date:

Agreed by:

(Admin Authority)

(Provider)

GOOD PRACTICE RECOMMENDATIONS

Section

Title

Recommendations

I confirm that I have read, and agree, with the Service Improvement Report

on…………………………………………………………… undertaken on

Signature………………………………………………………………………………

…..

Position in

Organisation……………………………………………………………….

Date……………………………………………………………………………………

…..


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If you would like to make any further comments or have any queries

please forward them, together with this reply slip to:

Contract Monitoring Officer Adult Social Services Borough of Poole

Civic Centre Poole

BH15 2RU

PROVIDER FEEDBACK

To enable the Borough of Poole to continually assess their performance, any feedback on the Performance Management visit/process and/or action plan

would be most welcome.

Service Improvement Report - WhatDoTheyKnow · Alison Pagram Contract Monitoring Template July 2011...

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