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CSSIW publishes review of domiciliary care in Wales

Between August 2015 and March 2016 the Care and Social Services Inspectorate Wales (CSSIW) undertook a comprehensive national review of care provided to adults in their own homes. The review looked at the impact of commissioning practices on the quality of care delivered.

The survey reports that some of the elements of a traditional time and task model are fuelling problems like short, rushed visits and low pay. However, conversely the concerns of people using home care services are focussed around lack of reliability, poor timekeeping, poor communication and inconsistency of Care Workers.   

CM2000 has long understood the challenges of the time and task model. We believe that any new commissioning models, including outcomes based commissioning, need to retain an element of ‘time’ as a quality indicator for Service Users and Providers. It is difficult to deliver a customer-focussed service without reference to time. As evidenced in the CSSIW report , when homecare users are asked what is important to them - they want Care Workers to arrive on time and they want continuity of care. CM2000’s technology solutions record this information in real-time at the point of care delivery and can collect feedback on progress towards outcomes.   

Technology is also an enabler for planning and efficiently scheduling visits (including travel time), facilitating good communication when visits are delayed and providing robust information for care reviews. All of these issues came out in the report as being important. Care Workers indicated the importance of having their visits well-organised and being made aware of last minute changes. CM20000 have seen an increase in the use of mobile phones for recording visit information and sharing up to date schedules in real-time, meaning Care Workers are immediately informed of rota changes. 

CM2000 handle over 3 million care visit logs every week. This gives us unprecedented levels of data about the market. We were delighted to be able to provide the report’s authors with insight into visit durations which confirmed their view that many visits are longer than commissioned. Reporting capability from real-time quality monitoring gives a wealth of information about service delivery which helps ensure timely, relevant, person-focussed care.   

The challenges identified in Wales have also been well documented in England and Scotland. If you’d like to find out more about how CM2000’s technology solutions can enhance homecare quality and deliver back office efficiencies please call us on 0121 308 3010 or email  A full copy of the CSSIW report ‘Above and Beyond – National review of domiciliary care in Wales’ can be downloaded here:  


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