MHC Contract

Authority	Department of Health and Social Care
Date received	2017-07-03
Outcome	Not required to fulfill request
Outcome date	0017-07-14
Case ID	355217

Summary

The requester asked for the tender document, current contract, and recent payment details for Manx Home Care's cleaning services. The Department of Health and Social Care refused to disclose this information citing commercial sensitivity but provided the service specification instead.

Key Facts

The request was made on 01 July 2017 and responded to on 27 July 2017.
The contract in question is for a cleaning service provided by Manx Home Care.
The Department refused to release the tender document, contract, and payment details.
The refusal was based on the information being commercially sensitive and prejudicial to the Island's economic interests.
Appendix 01 containing the service specification was provided as an alternative.

Data Disclosed

01 July 2017
27 July 2017
IM93-784i
Section 30
Appendix 01
last 3 months

Exemptions Cited

Section 30 of the Freedom of Information Act 2015 (prejudice to economic interests)

Data Tables (8)

Standards	How the Commissioner can monitor the Service provided – these examples are not exhaustive.
Diversity - Provide a diverse range of high quality care and support to those who use Services ensuring they are appropriate to their level of need.
Services provided are flexible and responsive to Service Users’ changing needs.	Reviews. Evidence that Service User's outcomes are being met. Performance audit review.
Self reported experience of Service Users.	Performance Audit Review and Spot Check Visits. Discussions with/feedback from Service Users. Customer Satisfaction Survey
Independence - Enable Service Users to be as independent and self reliant as possible by facilitating their interdependence with their local community and supporting them wherever possible at home and in family settings.
Self reported experience of Service Users	N/A.
Staff encourage Service Users to be as independent as possible, maintaining and learning or re-learning daily living skills.	N/A
Service Users will receive timely high quality support to enable them to be independent as possible.	Provider initial visit to take place within 5 days.
Inclusion - Help Service Users to fulfil their aspirations as far as possible by assisting them to access facilities and opportunities open to the rest of the population (e.g. education, employment, recreation).
Services Users are effectively supported by signposting to other services that	N/A

can aid community participation assist them to maintain social networks or interests.
Prevention - Focus on preventative and early intervention work to reduce the likelihood of Service Users requiring more intensive support and care in the future.
Provider will support people to remain in their own home as long as possible.	N/A
Involvement - Encourage Service Users and their carers, managers and staff to play an active part in the design and delivery of care and support and in decisions about priorities.
Provider will ensure that all Service Users have a person centred support delivery plan in place from the commencement of services.	N/A
Provider will ensure that Service Users and Carers (as appropriate) are fully involved in the support delivery planning process and their views and experience taken into account in the way the service is provided and delivered.	Evidence that Service Users/carer views and experience have been taken into account.
Provider will review support delivery plans in conjunction with Service Users and Carers on at least a 6 monthly basis.	N/A
Self reported experience of Service Users.	Performance Audit Review and spot check visits. Discussions with/feedback from Service Users. Customer Satisfaction Survey.
All Service Users are provided with information from their Provider on how to make a complaint.	Performance Audit Review and spot check visits. Evidence that Service Users are provided with appropriate information on how to complain. Evidence that Service Users are provided with information on what action to take if they are not satisfied with how the Provider has dealt with their complaint. Discussions with/feedback from Service Users.
Self reported experience of Service	Performance Audit Review and spot check visits.

Users.	Discussions with/feedback from Service Users.
Provider routinely and proactively seeks the opinions of Service Users and their carers to monitor and improve the quality of services being provided.	Performance Audit Review and spot check visits. Discussions with/feedback from Service Users. Evidence of Quality Assurance Systems and Processes in operation. Evidence of complaints/concerns being recorded appropriately by the Provider. Provider Quality Performance Questionnaire.
Provider will keep the Service User informed of any changes in relation to the delivery of their support plan i.e. change of carer, inability to deliver call at time agreed etc.	Performance Audit Review and Spot Check Visits. Discussions with/feedback from Service Users.
Provider learns from and uses the outcome of complaints, comments and compliments to improve future services.	Performance Audit Review and spot check visits. Evidence that service improvements have resulted from complaints, comments or compliments.
Resources - Ensure the most effective use of limited resources to deliver positive and sustainable outcomes for the people we serve.
Provider ensures there is continuity in relation to the Staff who provide the service to each Service User.	Performance Audit Review and spot check visits. Discussions with/feedback from Service Users. Customer Satisfaction Survey. The Provider will submit data on staff turnover and retention.
Provider will ensure that duration of calls is provided in accordance with support plan and the Provider support delivery plan or the expressed wishes of the Service User.	Performance Audit Review and spot check visits. Discussions with/feedback from Service Users.
Partnership - Work in partnership with Government agencies and the third sector to ensure an integrated and holistic approach to how we all support people in need of social care.

Provider will signpost Service Users to appropriate agencies as required.	N/A
Understanding - Promote the public’s understanding of the challenges faced by services and those who use them.
Self reported experience of Service Users.	N/A
Safeguarding - Provide an appropriate and effective approach which safeguards the users of care, support and protection services.
All Staff involved in the delivery of this contract will receive training (appropriate to their job role) in Multi- agency Safeguarding Policy and Procedures.	Inspection of Provider Training records. Staff Questionnaires/feedback.
Staff will know how to report suspicions or allegations of abuse.	Performance Audit Review and spot check visits. Interviews with Provider staff.
Number of Safeguarding alerts made to Adult Services Access Team.	N/A
Self reported experience of Service Users.	Performance Audit Review and Spot Check Visits. Discussions with/feedback from Service Users. Customer Satisfaction Survey.
All Service Users will have written risk assessment within 7 days from commencement of Service held on their files that will be reviewed on a minimum annual basis by the Provider.	N/A
Provider will ensure there are no missed calls for Service Users, and no delayed calls to Service Users classified as having time critical care needs.	N/A
Provider will ensure that they have robust workforce management policies and procedures that safeguard vulnerable Service Users.	Performance Audit Review and spot check visits. Evidence that Provider has up to date policies and procedures throughout the duration of this Agreement. Evidence that policies and procedures are periodically reviewed. Evidence those policies and procedures have been

	issued to staff. Evidence that staff have received training on policies and procedures as appropriate. Evidence of staff supervisions. Evidence of robust recruitment practices. Staff feedback.
Provider will ensure that they have robust Health & Safety policies and procedures that safeguard vulnerable Service Users.	Performance Audit Review and spot check visits. Evidence that Provider has up to date policies and procedures throughout the duration of this Agreement. Evidence that policies and procedures are periodically reviewed. Evidence that policies and procedures have been issued to staff. Evidence that staff have received training on policies and procedures as appropriate.
Governance - Develop robust systems of governance, legislation, information, performance management and technical support to deliver efficient and safe services and effectively manage key changes which ensure continuous improvement.
The Provider will submit appropriate and timely information in the agreed format to enable accurate payments to be made.	Information submitted according to Schedule laid out in contract. Information checked against service order either electronically or manually prior to payment authorisation.
The Provider will submit information in respect of actual delivered cleaning hours. i.e. reflecting actual time spent with the Service User and not travelling or other none contact time.	Information submitted according to Schedule laid out in contract. Information checked against service order either electronically or manually prior to payment authorisation.
The Provider will have robust Business Continuity Plans in place.	Performance Audit Review. Evidence of Business Continuity Plan in place for duration of this Agreement. Evidence that the Business Continuity Plan is reviewed.

Cleaning Contract Service
Base:	Contact details
Service Aims: By the provision of a cleaning service, the Cleaning Contract Service will help vulnerable people of all ages to live an independent life as much as possible whilst remaining in their own homes.
Description of Service: The Cleaning Contract Service will undertake essential cleaning tasks including; vacuuming floors; cleaning kitchen and bathrooms; bed changing; essential laundry (machine wash) and ironing; polish furniture; and dusting. In addition deep cleans will be provided. This task list is not exhaustive, other tasks may be needed and will be looked at on an individual basis. The service will be regularly reviewed to ensure it is still meeting the needs of the service user. Service capacity:
Inclusion criteria:  People who are unable to maintain a safe environment without substantial help from others.  People who through illness need support with general housework.  Carers living with a person who needs a high level of support.  People who have become frail through age or illness and need support in daily living.  People in receipt of Income Support or who would meet the threshold for Income Support.
Exclusion criteria:  People with the means to fund their own cleaning.
Referral process: All referrals made Adult Services Access Team in the first instance. A Social Security financial assessment may also be required.
Service charge: No charge.	Criteria approved by: Date: 11th November 2015

Functions	Examples of tasks forming part of function may include items such as the following:
Personal care	N/A
Food and nutrition	N/A
Practical support	Vacuuming floors. Cleaning kitchen and bathrooms. Bed changing. Essential laundry (machine wash) and ironing. Polish furniture. Dusting. Deep cleans (please see below).
Support with managing finances	N/A
Social support	Conversation.
Specific health care tasks	N/A

1	The percentage of respondents who responded to the question “Which of the following statements best describes how much control you have over your daily life?” with I have as much control over my daily life as I want or I have adequate control over my daily life.
2	The percentage of respondents who responded to the question “Do care and support services help you in having control over your daily life?” with Yes.
3	The percentage of respondents who responded to the question “Thinking about the good and bad things that make up your quality of life, how would you rate the quality of your life as a whole?” with so good, it could not be better, very good, good and alright
4	The percentage of respondents who responded to the question “Do care and support services help you to have a better quality of life?“ Yes.
5	The percentage of respondents who responded to the question “Which of the following statements best describes how safe you feel?” with I feel as safe as I want or generally I feel adequately safe, but not as safe as I would like.
6	The percentage of respondents who responded to the question Do care and support services help you in feeling safe? Yes.
7	The percentage of respondents who responded to the questions “Which of these statements best describes how the way you are helped and treated makes you think and feel about yourself?” with The way I’m helped and treated makes me feel better about myself or The way I’m helped and treated does not affect the way I think and feel about myself.
8	The percentage of respondents who responded to the question “Overall, how satisfied or dissatisfied are you with the care and support services you receive” with I am extremely satisfied, I am very satisfied or I am quite satisfied.

Full Response Text

Department of Health and Social Care

Rheynn Slaynt as Kiarail y Theay

Page 1 of 2 FOIA/DHSC/rvsd/01

Chief Executive: Malcolm Couch

By email:

Freedom of Information Team Department of Health & Social Care Chief Executive’s Office Crookall House Demesne Road Douglas Isle of Man, IM1 3QA Tel: Email: Website: Date: FOI Reference: (01624) 642621 foi.dhsc@gov.im www.gov.im/dhsc 27 July 2017 IM93-784i

Dear REQUEST UNDER THE FREEDOM OF INFORMATION ACT 2015 (“the Act”) Thank you for your request to the Department of Health and Social Care, dated 01 July 2017 Your request You asked for: “A copy of all correspondence between Manx Home Care and the Department including tenders received and awarded to the company”

Following clarification from yourself, you confirmed that the question could be amended to the following:

“The tender document and the current contract from which the service is being provided, plus the last 3 months payment to the company.” Response to your request While our aim is to provide information wherever possible, in this instance the information requested is exempt under section 30 of the Act, as disclosure would be likely to prejudice the economic interest of the Island. The contract in question is to provide a cleaning service. The definition of “Confidential Information” contained within the contract prescribes confidential information and “means the project documents, all financial, commercial, technical, operational, organisational, staff, legal, management, and other information, data and know-how relating, respectively, to the disclosing party including details of the disclosing party’s products, assets, networks and data networks, stakeholders, customers, suppliers and employees which may be supplied orally or in writing or in any other from by the disclosing party” where “project documents” includes “[this] agreement”. While the financial details and terms of contract are commercially sensitive, you might find it helpful to consider the service specification in Appendix 01.
Your right to request a review

Page 2 of 2 FOIA/DHSC/rvsd/01 If you are unhappy with this response to your Freedom of Information request, you may ask us to carry out an internal review of the response, by completing a complaint form and submitting it electronically or by delivery/post to the FOI Co-ordinator, Department of Health & Social Care, Chief Executive’s Officer, Crookall House, Demesne Road, Douglas, Isle of Man, IM1 3QA. An electronic version and paper version of our complaint form can be found by going to our website www.gov.im/about-the-government/freedom-of-information/how-to- make-a-freedom-of-information-request/ . Your review request should explain why you are dissatisfied with this response, and should be made as soon as practicable. We will respond as soon as the review has been concluded.
If you are not satisfied with the result of the review, you then have the right to appeal to the Information Commissioner for a decision on:

Whether we have responded to your request for information in accordance with Part 2 of the Freedom of Information Act; or
Whether we are justified in refusing to give you the information requested.
In response to an application for review, the Information Commissioner may, at any time, attempt to resolve a matter by negotiation, conciliation, mediation or another form of alternative dispute resolution and will have regard to any outcome of this in making any subsequent decision.
Further information about Freedom of Information requests can be found on the Information Commissioner’s website at: www.inforights.im/information-centre/freedom-of-information. Should you have any queries concerning this letter, please do not hesitate to contact us. Yours Sincerely

Freedom of Information Team Department of Health and Social Care Appendix 01

Department of Health and Social Care

Rheynn Slaynt as Kiarail y Theay

CLEANING CONTRACT

SPECIFICATION

Contents
1. Introduction .................................................................................................................................... 4 1.1. Scope of this Specification ...................................................................................................... 4 1.2. Commissioner’s vision for adult social care in the Isle of Man ............................................... 4 1.3. Guiding principles ................................................................................................................... 5 1.4. Commissioner’s aims of the Service ....................................................................................... 6 1.5. Service Availability .................................................................................................................. 6 1.6. Service capacity ....................................................................................................................... 7 2. The Service ...................................................................................................................................... 7 2.1. Assessment and care planning process .................................................................................. 7 2.2. Out of hours contact ............................................................................................................... 8 2.3. Risk assessment ...................................................................................................................... 8 2.4. Medication administration ..................................................................................................... 8 2.5. Infection prevention and control ............................................................................................ 8 2.6. Nutrition and hydration awareness ........................................................................................ 8 2.7. Referral, person centred support planning and review .......................................................... 8 2.8. Review process........................................................................................................................ 9 2.9. Service reliability ................................................................................................................... 10 2.10. Involvement of Service Users ............................................................................................ 10 3. Adult Safeguarding ........................................................................................................................ 11 3.1. Protection from abuse and risk of abuse .............................................................................. 11 3.2. Risk management .................................................................................................................. 11 3.3. Behaviour that challenges Service ........................................................................................ 12 3.4. Urgent notifications .............................................................................................................. 12 4. Workforce management: Policies and procedures...................................................................... 13 4.1. Recruitment and selection .................................................................................................... 13 4.2. Supervision and appraisal ..................................................................................................... 14 4.3. Disciplinary procedures ......................................................................................................... 14 4.4. Confidential reporting/whistle blowing ................................................................................ 14 4.5. Policies and procedures ........................................................................................................ 14 4.6. Staff training.......................................................................................................................... 14 4.7. Dignity standards .................................................................................................................. 15 4.8. Customer care ....................................................................................................................... 15 4.9. Continuity of care .................................................................................................................. 15 4.10. Economic wellbeing .......................................................................................................... 16 4.11. Financial protection .......................................................................................................... 16 4.12. Financial administration .................................................................................................... 16 5. Quality assurance ...................................................................................................................... 16 5.1. Monitoring ............................................................................................................................ 16 5.2. Registrations and Inspection Unit ......................................................................................... 17 5.3. Sharing of quality data .......................................................................................................... 17 5.4. Complaints and compliments ............................................................................................... 17 5.5. Provider annual quality performance return ........................................................................ 18 6. Performance monitoring ............................................................................................................... 19 6.1. Relationship Management .................................................................................................... 20 6.2. Operational and Casework .................................................................................................... 20 6.3. Contract Performance ........................................................................................................... 20 6.4. Providers Performance ......................................................................................................... 20 Appendix i – Policies and Procedures ................................................................................................... 27 Appendix ii – Adult Services Values Statement .................................................................................... 28 Appendix iii – Service Eligibility Criteria ................................................................................................ 29 Appendix iv – Functions of the Service ................................................................................................. 30 Appendix v – Referral Process .............................................................................................................. 32 Appendix vii – Mandatory Questions .................................................................................................... 34

Introduction This Specification sets out the minimum requirements for how the Provider shall deliver the Contract Cleaning Service in the Isle of Man.
The Commissioner is committed to working in partnership to plan, commission and provide services to protect the vulnerable and to meet assessed needs which enables the people of the Isle of Man to live as independently as possible.

The aim of this Specification is to ensure the provision of high quality, safe services that meet the quality outcomes and safeguarding responsibilities of the Commissioner. The Provider will hold and adhere to the policies and procedures outlined in Appendix i (Appendix i may be amended during the Term) and the Provider is expected to provide the Commissioner with copies of their Policies and Procedures to meet those outlined in Appendix i. The Commissioner’s Adult Services Division holds a core set of values. It is the expectation that any partner organisation will share these values. Appendix ii sets these values out. 1.1. Scope of this Specification 1.1.1. Service Users shall be: (see Appendix iii for service specific eligibility criteria)  18 years or over.
 Meet the residency requirement of the Social Services Act 2011 to receive a service from the Commissioner.
 Assessed as meeting the service eligibility criteria.

1.1.2. The Service will include: (see Appendix iv Functions)  Domestic cleaning/housework.  Deep cleaning. 1.2. Commissioner’s vision for adult social care in the Isle of Man The vision is to make a positive difference to the lives of adults in the Isle of Man with care and support needs, and their carers set out in the following aims:

Diversity - Provide a diverse range of high quality care and support to those who use services ensuring they are appropriate to their level of need. Independence - Enable service users to be as independent and self-reliant as possible by facilitating their interdependence with their local community and supporting them wherever possible at home and in family settings. Inclusion - Help those who use services to fulfil their aspirations as far as possible by assisting them to access facilities and opportunities open to the rest of the population (e.g. education, employment, recreation). Prevention - Focus on preventative and early intervention work to reduce the likelihood of service users requiring more intensive support and care in the future. Involvement - Encourage service users and their carers, managers and staff to play an active part in the design and delivery of care and support and in decisions about priorities. Resources - Ensure the most effective use of limited resources to deliver positive and sustainable outcomes for the people we serve. Partnership - Work in partnership with Government agencies and the third sector to ensure an integrated and holistic approach to how we all support people in need of social care. Understanding - Promote the public’s understanding of the challenges faced by services and those who use them. Safeguarding - Provide an appropriate and effective approach which safeguards the users of care, support and protection services. Governance - Develop robust systems of governance, legislation, information, performance management and technical support to deliver efficient and safe services and effectively manage key changes which ensure continuous improvement. 1.3. Guiding principles The Commissioner aims to promote improved health, independence and inclu

[Response truncated — full text is 64,230 characters]