Division: Adults Service Delivery
Client: Cambridgeshire and Peterborough Council
Learn how we cleared the backlog of adult care reviews post-COVID for Cambridgeshire & Peterborough.
Client Background
Cambridgeshire County Council and Peterborough City Council provide extensive social services for adults and older people. Their efforts ensure that the care and support needs of these populations are met effectively.
The Challenges
Peterborough City Council and Cambridgeshire County Council had numerous overdue Care Act Reviews for adults and older people with care and support needs receiving local authority-funded support. To address this backlog, Eden Brown Service Delivery was brought in to provide a Managed Service provision.
Their task was to support the Local Authority in completing and quality-assuring 1,980 statutory annual reviews within 11 months. The project started at the end of February 2022 and was completed by December 2022, ensuring timely and thorough reviews, ultimately enhancing the quality of care and support for the community’s vulnerable populations.
- Backlog of overdue reviews
- Recruitment challenges
- Ensuring quality standards
- Weekly performance reporting
- Effective supervision and support
- Collaborative working relationships
The Solution
Team Composition & Responsibilities
The Service Delivery Solution was managed by an experienced team, including a Service Director, Service Delivery Lead, two Service Delivery Project Managers, two Service Delivery Quality Assurance Leads, twelve Service Delivery Practitioners (QSW), and two Project
Administrators.
This team was responsible for completing and quality assuring an average of 60 reviews per week. Of these reviews, a minimum of 20% were conducted face-to-face, with the remaining 80% completed virtually or via telephone.
Supervision & Quality Assurance
The EBSD Team provided reflective supervision and support, including weekly team meetings with the project lead and managers, and monthly team meetings for staff to share ideas and build relationships. Practitioners were required to adhere to a 14-point Quality Audit Checklist to ensure that their practice met the required quality standards.
Additionally, a weekly report detailed the total number of completed reviews, and project managers were tasked with responding to any complaints received.
The Results
The project successfully completed 1982 reviews: 1971 statutory annual and 11 carer reviews. Of these, 573 were face-to-face, 526 virtual, and 872 via telephone. Reviews included 1351 for community-dwelling adults and older people, 620 for residential care residents, and 226 for individuals with learning disabilities. Positive feedback praised the care plans received.
- Reviews completed
- Positive service feedback
- Various review methods
- Diverse recipient group