Notes from Discussions at Brokerage in Birmingham How Should It Work

Sproc.Net Birmingham 16/8/2016 DRAFT

Brokerage in Birmingham How Should It Work?

Report produced by WMCA for Birmingham City Council based on information given by Care Providers in Birmingham

This document has been produced for Care Providers to look at the views expressed by other Providers and to add further comments.

Following this a report will be produced by Debbie Le Quesne to present to the Forum and then to the Cabinet

Providers were split into groups; these were Nursing, Residential, Learning Disability and Domiciliary. Each group held there own discussions and the views we collected we also added the comments from Providers who were unable to attend, but were keen to be involved

Here are the comments:

What works with Sproc.Net?

Domiciliary table:

· The layout and content of Sproc.net works well and it’s easy to navigate around the system. The breakdown of each section is clear and not overly complicated.

· Being able to opt for what services to apply for and knowing what area people are from (distance travel time)

· The fairness of open market to all registered providers.

Residential table:

· It is a good back up system for gaining packages of care, second to being approached directly by social workers.

· We are able to fill our beds (older adults)

Nursing Table:

· Better than relying on paperwork, it speeds up the payment system.

· Helpline is good

· It’s a positive system that gives people choice.

What doesn’t work on Sproc.Net?

Domiciliary:

· Packages won can be across the city and it makes it difficult to plan services.

· The constant cancellations with no reason why especially after applying for the package.

· There have been times when a set amount of funding has been allocated so cost of service is too high.

· Minimal explanation why a package has not been successful also no feedback on when a package is won (this would help providers to review their approach to support learning).

· Need to be able to meet the service user to obtain better information about the persons needs.

· It’s a reverse auction and keeps the cost too low for Provider to reinvest or add quality

· Feels like its more about the price than about quality.

· Lack of monitoring

· Looks like social workers still make the decision.

· We don’t work in Birmingham anymore because the prices are too low and we can’t provider a quality service

Residential:

· It is not always clear if they are receiving requirements for residential or nursing packages. Also there is no consideration for likely deteriation of the client, which may mean they become nursing in the near future therefore it would be inappropriate to place them with a solely residential provider.

· There is a poor response time so occasionally beds are being held and we don’t know what’s going on so we are turning other people down and potentially loosing the possibility of filling our beds.

· There is confusion as to whether top ups should be included in the offer price or not leading to inconsistency in practice. Some providers felt it shouldn’t be as their costs would be too high to win the package so they think it should be negotiated with social workers after.

· Constantly getting locked out of the system and then are unable to change the password, it is very difficult to get system support and the helpline isn’t always answered.

· Its impersonal, providers want to speak to the social worker if they have queries about the package. Some preferred how it was before Sproc.net when they could build relationships with social workers who would understand their business and who would be best placed with them.

Nursing:

· Too many emails sent (duplication of information sent) also some not been relevant.

· Not a friendly system.

· Out of date information regarding potential clients needs.

· If you loose a bid a reason is not given so providers don’t know why.

· Currently ‘new’ providers get 100% quality rating this does not have assurance they could be a poor provider ‘rebranded’.

· RQSA numbers don’t follow on, it’s very difficult to follow or track.

How could we get Sproc.net to work?

Domiciliary

· Feedback to be provided on the outcome of services applied for (successful/unsuccessful), just needs a small paragraph covering the 2 scoring elements, price and quality. Would be beneficial to incorporate citizen feedback.

· Provide details of cancellations this would support openness and transparency.

· To provide a feedback feature in sproc.net. This would give the service user and family chance to have their say.

· Provide reasonable time frames, perhaps look at providing a minimum of 8 hours to apply for a service (not every office has someone their constantly to apply for services).

· If there are cost implications, i.e. the citizen’s funding is at a set amount incorporate this into the package details, this will support providers to consider applying for this package.

· Set rate/fixed price

Learning Disability:

· It would take longer for Learning Disability provider to put packages together , so the time scales would need to be realistic, ie 4 weeks +

· LD Providers would not be looking at the system regularly as they won’t have regular vacancies so they would need to be notified if there was a package available

Residential table:

· Have a discharge coordinator

· Streamline the process so that it is not too time consuming.

· Access to social workers or brokers to gain further information before they write an offer.

· Better communication and support system.

· More training available to use the system.

Nursing:

· Communication needs to be improved.

· Get provider specific emails that are only relevant to the service provider.

· Must be open and transparent so that all opportunities are to be advertised to all providers.

· Feedback on why providers are successful or unsuccessful.

· A better system support in place.

If we don’t use Sproc.net?

Domiciliary

· Overall they felt sproc.net works well but just needs some tweaking to be more effective.

· It was said that they didn’t feel a complete new system would be the answer as this would mean starting from scratch and possibly more problems than sproc.net. Just to improve the system already in place.

Residential:

· It should be up to providers to promote the business.

· Still use a framework.

· It was thought that smaller providers would suffer.

· To use a system similar to the passport system where it has a gatekeeper.

· Again the overall feel was that we keep sproc.net but improve the system.

Nursing:

· Need to ensure that there is a system in place that is clear and transparent.

· Quality and price split is in place.

· Needs to be fair and impartial (old system very subjective)

· Could an app be developed? To access information easier but with the relevant security levels in place.

· Ensure levels of information are sufficient to enable bidders to make a more informed choice.

· It was also felt that it would be to time consuming to bring in a new system. If sproc.net could be improved this would be a better option.