Coventry’s Quality Assurance and Contract Monitoring framework sets out the approach that we will take to ensure local care and support services provide what individual service users need. The document aims to set out the principles and processes that together formulate Coventry’s approach to securing quality care services. Key components include:

Performance Measures: Establish clear performance measures and key performance indicators (KPIs) to monitor the effectiveness, efficiency, and impact of commissioned services.

Quality Assurance: Implement quality assurance mechanisms, such as regular inspections, audits, and user feedback, to ensure that commissioned services meet regulatory and Coventry’s standards and service user expectations.

Outcomes Monitoring: Monitor outcomes and experiences of service users, carers, and families to assess the effectiveness and impact of commissioned services on their well-being, independence, and quality of life.

Provider Performance: Assess provider performance against contractual obligations, quality standards, and performance targets, providing feedback and support for continuous improvement.

Stakeholder Engagement: Engage with service users, carers, providers, and stakeholders in ongoing dialogue and consultation to gather feedback, address concerns, and identify opportunities for service improvement.

Key Performance Indicators (KPIs) 

All contracts and SLAs are monitored at least annually to ensure that services are safe, and meeting needs effectively.  Where provision falls below standards more frequent oversight is maintained.

Some services are performance managed on a more regular basis e.g. quarterly monitoring of Private Finance Initiative contracts and at least, 6 monthly for housing with care and home support contracts.            

Each Commissioning project comes with a set of key performance indicators, performance against which is reported through the Contracts Board. 

There are also a selection of individual strategies each of which have associated delivery plans which are monitored and evaluated through respective boards i.e. Dementia Strategy Board, Learning Disability and Autism Board and Palliative and End of Life Care Board.  All of these are system wide covering both Coventry and Warwickshire. 

Where strategy milestones and targets are not being achieved corrective action is agreed by the respective board and monitored accordingly. 

Health and Care Scrutiny Board occasionally require specific reports to be presented outlining ambitions and oversight of process an example of this being the Coventry and Warwickshire Joint Strategy for Autistic People. 

These KPIs will provide measurable benchmarks to assess the effectiveness, efficiency, and impact of the commissioning strategy for adult social care in Coventry over the next five years, ensuring accountability, transparency, and continuous improvement in service delivery.