Other 4. 1 Prevention, self care and patient and carer information The Provider must develop a suitable patient leaflet, agreed with the Lead Commissioner, giving details of how to access the service, patient bookings and service location. The patient leaflet must give detailed information about any pre-test preparation which is required and explain what the patient can expect. The leaflet must also give information in relation to complaints procedures. The Provider must provide patients with (unless determined to be clinically inappropriate) clear information and feedback on the outcome of their procedures and how information will be fed back to them on the outcomes. Evidence based Information and advice regarding treatment will be made available on an individual basis to meet the needs of the patient, and provision of education to support the patient in self management of their condition The provider will provide appointment confirmation letters to the patient that contain or have attached, contact details of and directions to the site where the appointment is to be held along with the relevant patient information leaflets relating to that appointment. Information provided about services will be in a range of accessible formats taking into consideration issues of language, disability and literacy levels. Service users must be able to access appropriate interpretation services such as language and British Sign Language (BSL). The provider shall be responsible for ensuring that all patient communication written or verbal is available for patients in the appropriate language required. The provider shall ensure the privacy and dignity of patients is protected at all times, including having measures in place to chaperone patients when this is requested. Providers shall organise patient transport for all patients meeting agreed eligibility criteria. This is in line with updated Department of Health guidance and the policy direction set out in ‘Our health, our care, our say’ which entitles all eligible patients referred by a health care professional for treatment in a primary care setting, and who have a medical need for transport, to receive access to Patient Transport Services and Hospital Travel Costs Scheme. 4.2 Quality and Performance Standards The Provider must comply with: Care Quality Commission Standards the revised hygiene code, The Health and Social Care Act 2008, Code of Practice for the NHS on the prevention and control of healthcare associate infections and related guidance; relevant standards to assure safeguarding of vulnerable adults, and in particular to: ensure all staff in contact with, or accessing data about, vulnerable adults have enhanced CRB checks work with the Commissioner to develop a phased adult protection training plan for staff adhere to the Commissioner’s procedures, protocols and guidance on Adult Protection embed learning’s from Serious Untoward Incidents into internal procedures and protocols adhere to the requirements of the Mental Capacity Act 2005 (amended 2007) Indicators and measures will be developed and improved over time but will include: performance monitoring through the issue of a monthly performance report (to be received by the Commissioner by the 13th day of the following month) and quarterly meetings between the Provider and Community Contracts Manager. Where the Provider has not achieved targets, the Provider must explain the reasons and the actions it will take to rectify the non-achievement; ensuring that evidence is provided in relation to where the Provider will recruit the staff who will operate these services, for example whether newly qualified staff, staff already employed elsewhere by the Provider, or experienced staff newly recruited from the local health economy. The service must deliver the aims detailed above and must: provide a high quality service that reflects best professional practice reduce the necessity for patients to attend secondary care outpatient clinics provide both formal and informal education to promote effective clinical expertise, and comply with all relevant policies and procedures. In addition the Provider shall: screen all referrals within 3 working days of receipt identify outcome measures, agree them with the Commissioner, and implement them before the commencement of service send discharge summaries to the patient’s GP, electronically, within a week include patients in service satisfaction questionnaires, with an anticipated response rate of 60%, and which are used as part of the audit cycle, with action plans to be developed from findings monitor any missed appointments and service induced delays and develop with action plans from findings ensure all clinicians within the Service maintain professional registration, adhere to professional codes of conduct at all times and follow agreed protocols within the service assess each clinical area regularly to ensure hazards are minimized Ensure every patient has access to a local provided consultant-led service, where necessary achieve a maximum wait of 18 weeks from referral to first treatment with effect from service inception comply with all relevant medical devices directives (Medicines and Healthcare Products Regulatory Agency) protect the privacy and dignity of patients at all times, including having measures in place to chaperone patients if this is requested comply with the Health and Social Care Act (2006) Part 2 (Prevention and Control of Healthcare Associated Infections. There must be infection control procedures and protocols including decontamination which must comply with NHS standards. This will include: staff must attend annual infection control training peer audits on hand hygiene must be carried out practitioners hands must be washed between patients the probe must be appropriately cleaned between patients the couch used must be wiped clean between patients demonstrate compliance with all applicable Health and Safety legislation have in place a comprehensive risk management policy and systems for incident management. The Provider must notify SUIs (serious untoward incidents) to the Commissioner and the Medical Director at the earliest opportunity and within a maximum of 24 hours of each occurrence. The Provider is responsible for investigations of any incidents and must submit reports of investigations of SUIs to the Medical Director within 45 days of the initial notification. The Provider must report incidents and complaints to the commissioners every three months have in place a whistle-blowing policy provide information to patients in the form of patient information leaflets which can be sent out with appointments comply with NHS standards for record-keeping, Caldicott principles, data protection law and the common law duty of confidentiality have in place a complaints procedure and process which is advertised to patients and meets NHS standards have in place written protocols and procedures for receiving referrals and for undertaking the investigation, as well as reporting back to the referrer have in place to receive and implement promptly, any national safety alerts meet all its duties under current Health and Safety legislation Comply with the following regulations and legislation: Equal Pay Act 1970 Sex Discrimination Act (as amended) 1975 Race Relations Act 1976 (as amended by the Race Relations (Amendment) Act 2000 Disability Discrimination Act 1995 (as amended) 2005 Human Rights Act 1998 Sex discrimination (Gender Reassignment) regulations 1999 Employment Equality (Religion and Belief) regulations 2003 Employment Equality (Sexual Orientation) regulations 2003 Gender Recognition Act 2004 Age Discrimination Regulations 2004, and Equality Act 2006 (Gender Equality Duty) The legislation requires public organisations to demonstrate specific duties in relation to the legislation. The Provider must publish these schemes within the public domain and provide evidence of the sensitivity and accessibility of Service, including providing of information on service usage by patients under the following categories: ethnicity age gender/sexual orientation disability religion and belief provide evidence in relation to the staff employed by the organisation, including
Appears in 5 contracts
Samples: NHS Standard Community Services Contract, NHS Standard Community Services Contract, NHS Standard Community Services Contract
Other 4. 1 Prevention, self care and patient and carer information The Provider must develop a suitable patient leaflet, agreed with the Lead Commissioner, giving details of how to access the service, patient bookings and service location. The patient leaflet must give detailed information about any pre-test preparation which is required and explain what the patient can expect. The leaflet must also give information in relation to complaints procedures. The Provider must provide patients with (unless determined to be clinically inappropriate) clear information and feedback on the outcome of their procedures and how information will be fed back to them on the outcomes. Evidence based Information and advice regarding treatment will be made available on an individual basis to meet the needs of the patient, and provision of education to support the patient in self management of their condition The provider will provide appointment confirmation letters to the patient that contain or have attached, contact details of and directions to the site where the appointment is to be held along with the relevant patient information leaflets relating to that appointment. Information provided about services will be in a range of accessible formats taking into consideration issues of language, disability and literacy levels. Service users must be able to access appropriate interpretation services such as language and British Sign Language (BSL). The provider shall be responsible for ensuring that all patient communication written or verbal is available for patients in the appropriate language required. The provider shall ensure the privacy and dignity of patients is protected at all times, including having measures in place to chaperone patients when this is requested. Providers shall organise patient transport for all patients meeting agreed eligibility criteria. This is in line with updated Department of Health guidance and the policy direction set out in ‘Our health, our care, our say’ which entitles all eligible patients referred by a health care professional for treatment in a primary care setting, and who have a medical need for transport, to receive access to Patient Transport Services and Hospital Travel Costs Scheme. 4.2 Quality and Performance Standards The Provider must comply with: Care Quality Commission Standards the revised hygiene code, The Health and Social Care Act 2008Xxx 0000, Code of Practice for the NHS on the prevention and control of healthcare associate infections and related guidance; relevant standards to assure safeguarding of vulnerable adults, and in particular to: ensure all staff in contact with, or accessing data about, vulnerable adults have enhanced CRB checks work with the Commissioner to develop a phased adult protection training plan for staff adhere to the Commissioner’s procedures, protocols and guidance on Adult Protection embed learning’s from Serious Untoward Incidents into internal procedures and protocols adhere to the requirements of the Mental Capacity Act 2005 Xxxxxxxx Xxx 0000 (amended 2007) Indicators and measures will be developed and improved over time but will include: performance monitoring through the issue of a monthly performance report (to be received by the Commissioner by the 13th day of the following month) and quarterly meetings between the Provider and Community Contracts Manager. Where the Provider has not achieved targets, the Provider must explain the reasons and the actions it will take to rectify the non-achievement; ensuring that evidence is provided in relation to where the Provider will recruit the staff who will operate these services, for example whether newly qualified staff, staff already employed elsewhere by the Provider, or experienced staff newly recruited from the local health economy. The service must deliver the aims detailed above and must: provide a high quality service that reflects best professional practice reduce the necessity for patients to attend secondary care outpatient clinics provide both formal and informal education to promote effective clinical expertise, and comply with all relevant policies and procedures. In addition the Provider shall: screen all referrals within 3 working days of receipt identify outcome measures, agree them with the Commissioner, and implement them before the commencement of service send discharge summaries to the patient’s GP, electronically, within a week include patients in service satisfaction questionnaires, with an anticipated response rate of 60%, and which are used as part of the audit cycle, with action plans to be developed from findings monitor any missed appointments and service induced delays and develop with action plans from findings ensure all clinicians within the Service maintain professional registration, adhere to professional codes of conduct at all times and follow agreed protocols within the service assess each clinical area regularly to ensure hazards are minimized Ensure every patient has access to a local provided consultant-led service, where necessary achieve a maximum wait of 18 weeks from referral to first treatment with effect from service inception comply with all relevant medical devices directives (Medicines and Healthcare Products Regulatory Agency) protect the privacy and dignity of patients at all times, including having measures in place to chaperone patients if this is requested comply with the Health and Social Care Act (2006) Part 2 (Prevention and Control of Healthcare Associated Infections. There must be infection control procedures and protocols including decontamination which must comply with NHS standards. This will include: staff must attend annual infection control training peer audits on hand hygiene must be carried out practitioners hands must be washed between patients the probe must be appropriately cleaned between patients the couch used must be wiped clean between patients demonstrate compliance with all applicable Health and Safety legislation have in place a comprehensive risk management policy and systems for incident management. The Provider must notify SUIs (serious untoward incidents) to the Commissioner and the Medical Director at the earliest opportunity and within a maximum of 24 hours of each occurrence. The Provider is responsible for investigations of any incidents and must submit reports of investigations of SUIs to the Medical Director within 45 days of the initial notification. The Provider must report incidents and complaints to the commissioners every three months have in place a whistle-blowing policy provide information to patients in the form of patient information leaflets which can be sent out with appointments comply with NHS standards for record-keeping, Caldicott principles, data protection law and the common law duty of confidentiality have in place a complaints procedure and process which is advertised to patients and meets NHS standards have in place written protocols and procedures for receiving referrals and for undertaking the investigation, as well as reporting back to the referrer have in place to receive and implement promptly, any national safety alerts meet all its duties under current Health and Safety legislation Comply with the following regulations and legislation: Equal Pay Act 1970 Xxx 0000 Sex Discrimination Act (as amended) 1975 Race Relations Act 1976 Xxx 0000 (as amended by the Race Relations (Amendment) Act 2000 Xxx 0000 Disability Discrimination Act 1995 Xxx 0000 (as amended) 2005 Human Rights Act 1998 Xxx 0000 Sex discrimination (Gender Reassignment) regulations 1999 Employment Equality (Religion and Belief) regulations 2003 Employment Equality (Sexual Orientation) regulations 2003 Gender Recognition Act 2004 Xxx 0000 Age Discrimination Regulations 2004, and Equality Act 2006 Xxx 0000 (Gender Equality Duty) The legislation requires public organisations to demonstrate specific duties in relation to the legislation. The Provider must publish these schemes within the public domain and provide evidence of the sensitivity and accessibility of Service, including providing of information on service usage by patients under the following categories: ethnicity age gender/sexual orientation disability religion and belief provide evidence in relation to the staff employed by the organisation, including
Appears in 1 contract
Other 4. 1 Prevention, self care and patient and carer information The Provider must develop a suitable patient leaflet, agreed with the Lead Commissioner, giving details of how to access the service, patient bookings and service location. The patient leaflet must give detailed information about any pre-test preparation which is required and explain what the patient can expect. The leaflet must also give information in relation to complaints procedures. The Provider must provide patients with (unless determined to be clinically inappropriate) clear information and feedback on the outcome of their procedures and how information will be fed back to them on the outcomes. Evidence based Information and advice regarding treatment will be made available on an individual basis to meet the needs of the patient, and provision of education to support the patient in self management of their condition The provider will provide appointment confirmation letters to the patient that contain or have attached, contact details of and directions to the site where the appointment is to be held along with the relevant patient information leaflets relating to that appointment. Information provided about services will be in a range of accessible formats taking into consideration issues of language, disability and literacy levels. Service users must be able to access appropriate interpretation services such as language and British Sign Language (BSL). The provider shall be responsible for ensuring that all patient communication written or verbal is available for patients in the appropriate language required. The provider shall ensure the privacy and dignity of patients is protected at all times, including having measures in place to chaperone patients when this is requested. Providers shall organise patient transport for all patients meeting agreed eligibility criteria. This is in line with updated Department of Health guidance and the policy direction set out in ‘Our health, our care, our say’ which entitles all eligible patients referred by a health care professional for treatment in a primary care setting, and who have a medical need for transport, to receive access to Patient Transport Services and Hospital Travel Costs Scheme. 4.2 Quality and Performance Standards The Provider must comply with: Care Quality Commission Standards the revised hygiene code, The Health and Social Care Act 2008, Code of Practice for the NHS on the prevention and control of healthcare associate infections and related guidance; relevant standards to assure safeguarding of vulnerable adults, and in particular to: ensure all staff in contact with, or accessing data about, vulnerable adults have enhanced CRB checks work with the Commissioner to develop a phased adult protection training plan for staff adhere to the Commissioner’s procedures, protocols and guidance on Adult Protection embed learning’s from Serious Untoward Incidents into internal procedures and protocols adhere to the requirements of the Mental Capacity Act 2005 (amended 2007) Indicators and measures will be developed and improved over time but will include: performance monitoring through the issue of a monthly performance report (to be received by the Commissioner by the 13th day of the following month) and quarterly meetings between the Provider and Community Contracts Manager. Where the Provider has not achieved targets, the Provider must explain the reasons and the actions it will take to rectify the non-achievement; ensuring that evidence is provided in relation to where the Provider will recruit the staff who will operate these services, for example whether newly qualified staff, staff already employed elsewhere by the Provider, or experienced staff newly recruited from the local health economy. The service must deliver the aims detailed above and must: provide a high quality service that reflects best professional practice reduce the necessity for patients to attend secondary care outpatient clinics provide both formal and informal education to promote effective clinical expertise, and comply with all relevant policies and procedures. In addition the Provider shall: screen all referrals within 3 working days of receipt identify outcome measures, agree them with the Commissioner, and implement them before the commencement of service send discharge summaries to the patient’s GP, electronically, within a week include patients in service satisfaction questionnaires, with an anticipated response rate of 60%, and which are used as part of the audit cycle, with action plans to be developed from findings monitor any missed appointments and service induced delays and develop with action plans from findings ensure all clinicians within the Service maintain professional registration, adhere to professional codes of conduct at all times and follow agreed protocols within the service assess each clinical area regularly to ensure hazards are minimized Ensure every patient has access to a local provided consultant-led service, where necessary achieve a maximum wait of 18 weeks from referral to first treatment with effect from service inception comply with all relevant medical devices directives (Medicines and Healthcare Products Regulatory Agency) protect the privacy and dignity of patients at all times, including having measures in place to chaperone patients if this is requested comply with the Health and Social Care Act (2006) Part 2 (Prevention and Control of Healthcare Associated Infections. There must be infection control procedures and protocols including decontamination which must comply with NHS standards. This will include: staff must attend annual infection control training peer audits on hand hygiene must be carried out practitioners hands must be washed between patients the probe must be appropriately cleaned between patients the couch used must be wiped clean between patients demonstrate compliance with all applicable Health and Safety legislation have in place a comprehensive risk management policy and systems for incident management. The Provider must notify SUIs (serious untoward incidents) to the Commissioner and the Medical Director at the earliest opportunity and within a maximum of 24 hours of each occurrence. The Provider is responsible for investigations of any incidents and must submit reports of investigations of SUIs to the Medical Director within 45 days of the initial notification. The Provider must report incidents and complaints to the commissioners every three months have in place a whistle-blowing policy provide information to patients in the form of patient information leaflets which can be sent out with appointments comply with NHS standards for record-keeping, Caldicott principles, data protection law and the common law duty of confidentiality have in place a complaints procedure and process which is advertised to patients and meets NHS standards have in place written protocols and procedures for receiving referrals and for undertaking the investigation, as well as reporting back to the referrer have in place to receive and implement promptly, any national safety alerts meet all its duties under current Health and Safety legislation Comply with the following regulations and legislation: Equal Pay Act 1970 Sex Discrimination Act (as amended) 1975 Race Relations Act 1976 (as amended by the Race Relations (Amendment) Act 2000 Disability Discrimination Act 1995 (as amended) 2005 Human Rights Act 1998 Sex discrimination (Gender Reassignment) regulations 1999 Employment Equality (Religion and Belief) regulations 2003 Employment Equality (Sexual Orientation) regulations 2003 Gender Recognition Act 2004 Age Discrimination Regulations 2004, and Equality Act 2006 (Gender Equality Duty) The legislation requires public organisations to demonstrate specific duties in relation to the legislation. The Provider must publish these schemes within the public domain and provide evidence of the sensitivity and accessibility of Service, including providing of information on service usage by patients under the following categories: ethnicity age gender/sexual orientation disability religion and belief provide evidence in relation to the staff employed by the organisation, including
4.3 Clinical standards The Provider must demonstrate experience and competence in all fields relevant to the activity/services to be undertaken. The Service must be delivered by staff with appropriate skills and competencies in line with agreed guidelines specified by: The Chartered Society of Physiotherapists Standards of Practice The General Osteopathic Society Standards of Practice The General Chiropractic Council Code of Practice and Standard of Proficiency, and The British Medical Acupuncture Society Code of Practice. All physiotherapists must be registered with the Health Professions Council, as physiotherapists qualified as first contact practitioners able to assess, diagnose and treat a patient without the need for a referral. The Provider’s staff must have an annual appraisal and be committed to continuous professional development by attending essential training courses, national conferences where possible, gaining skills locally, reading appropriate journals etc. The responsibility for Continuous Professional Development lies with the individual but is supported and facilitated by the provider. The service will be clinically led by staff specialising in musculoskeletal conditions, with the ability to triage, assess and treat to ensure the service does not add an unnecessary step in the patient’s pathway. Evidence must be provided by clinical staff that they have the experience and qualifications to provide those aspects of the service for which they are responsible. Clinicians within the service have a duty to maintain professional registration, to adhere to professional codes of conduct at all times and to follow the agreed protocols within the service. The provider will ensure there are clear lines of responsibility and accountability for the staff they employ to deliver the service. Clinical staff working within the service will acknowledge the key principles of the NHS and will operate within all NHS standards, guidance, protocols, policies and mandates. Clinical staff will work collaboratively with other MSK service providers to provide an overall streamlined service. The provider must establish and agree with the Commissioner a clinical audit plan in line with the Commissioner standards for clinical governance. The provider must provide data on service operation to allow for activity and waiting times
4.4 Information technology support If diagnostic images and medical records are shared across a network of experts to ensure timely diagnosis, the Provider must ensure that the appropriate infrastructure to support such sharing is in place. Additionally, the Provider must ensure that such data sharing is appropriately secured in line with national guidance. The Provider must ensure that maintenance and calibration is carried out to the manufacturer’s specification with the cost being borne by the Provider. The Provider shall provide appropriate IM&T systems to fully support the Service requirements. IM&T systems means all of the IM&T related infrastructure, computer hardware, software, networking, training and maintenance necessary to support and ensure effective and secure delivery of the service, management of patient care and contract management. It is the responsibility of the provider to ensure that the IM&T systems are maintained and are kept fit for purpose. The Provider’s IM&T Systems must comply with the following standards as appropriate to the services commissioned from the Provider: GP Systems of Choice (GPSoC) programme; National Programme for Information Technology (NPfIT); Referrals and booking; NHS Terminology Service. The Provider must use a clinical system that is compatible with clinical systems approved under the GPSoC programme. The NHS Operating Framework 2010/11 directs those working in medical care services to the specification that NHS Connecting for Health (CfH) has issued which sets out the requirements for IM&T systems and infrastructure needed to support clinical applications in use in primary care, now and in the future, including the GPSoC programme. The Provider must cooperate with all parties (the Commissioner, local service providers, national application service providers, national infrastructure service providers etc) that are responsible for implementing the NPfIT. The provider will be required to use those elements of the NPfIT that are appropriate to the service. The IM&T systems that are part of the NPfIT include: Choose and Book: the national electronic referral service giving patients choice of place, time and date of their first outpatient appointment will be the mechanism used for all referrals and appointments N3: use of the national network, as a third party user, for all external system connections to enable communication and facilitate the flow of patient information NHS Care Records Service (CRS): use of CRS to ensure that all patient records are kept in the national compatible format and when available to communicate with the national spine services, including access to and use of the Summary Care Record (SCR) Electronic Prescription Service (EPS): use of the electronic prescribing service for supply, administration and recording of medications prescribed and transmission to the Prescription Pricing Division (PPD) GP2GP: use of GP2GP so that patient records are transferred electronically when a patient registers with a new practice Personal Demographic Service (PDS): use of the PDS to obtain and verify NHS Numbers for patients and ensure their use in all clinical communications NHSMail: use of the NHSMail email service for all email communications concerning patient-identifiable information, and Quality Management and Analysis System (QMAS): use of QMAS to demonstrate performance against QOF achievement targets to support quality improvements in services provided to patients The Provider’s IM&T Systems must be effective for referrals and bookings including appointment booking, scheduling, tracking, management and the onward referral of patients for further specialised care provided by the NHS, independent sector or social care and must be compliant with Choose and Book requirements. The Provider must comply with NHS Terminology Service (NHS TS), NHS Classifications Service (NHS CS) and Healthcare Resource Groupings (HRG) including: Read Codes and migrate to SNOMED NHS Dictionary of Medicines and Devices Office of Population Census and Surveys (OPCS) version 4.5 National Intervention Classification Service (NIC) International Classification of Disease (ICD) version 10, and Healthcare Resource Groupings (HRG) version 4 Funding for the IM&T systems and associated infrastructure will be the Provider’s responsibility. The Provider must undertake testing of all of the IM&T Systems proposed, including those supplied by the Provider, third party suppliers and also of any interfaces and inter-working arrangements between parties or systems, so as to guarantee compliance with all appropriate standards and to prove operational effectiveness. The Provider must put in place appropriate governance and security for the IM&T Systems to safeguard patient information The Provider must ensure that the IM&T Systems and processes comply with statutory obligations for the management and operation of IM&T within the NHS, including, but not exclusively: Common law duty of confidence Data Protection Act 1998 Access to Health Records Act 1990 Freedom of Information Act 2000 Computer Misuse Act 1990 Health and Social Care Act 2008 There is a statutory obligation to protect patient identifiable data against potential breach of confidence when sharing with other countries. The Provider must meet prevailing national standards and follow appropriate NHS good practice guidelines for information governance and security, including, but not exclusively: NHS Confidentiality Code of Practice
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