Supporting your business with a guide to HCPA services
A range of services and support available to enable those individuals who may need additional support to live independently in their own home
Rewarding Adult Care Staff while tracking professional development
The Care Professional Academy is a portal for any person who works in Adult Social Care.
Use our portal to track your training and qualifications and gain incredible rewards. Sign up today at careprofessional.co.uk
Upload all your training certificates and qualifications relevant to your role in care
Move through the tiers as you add more certificates
Tier 1
Tier 2
Tier 3
Tier 4
Tier 5
Enjoy the rewards of being an Academy Affiliate www.careprofessional.co.uk contact@careprofessional.co.uk 01707 937 990
The employee benefits programme: Discounts and savings available at over 800 UK retailers.
The Academy Affiliate travel club: Take advantage of great value travel discounts on local bus travel, 10% off car and van rentals, low price car leasing deals, and more!
Student Zone: Exclusive student discounts plus the opportunity to access Student Discount Card with access to over thousands of concessions & discounts in the UK & Worldwide.
Preferential rates only for Care Professionals: Receive preferential rates on essential workwear, household items and equipment, and massive savings on day experiences and gifts.
Special luxury deals and time-limited offers: All year-round including spa days, spa breaks, treatments, hotel stays and online retailers for lifestyle products including make-up, skincare, gym wear and cosmetics!
Introduction
Who can be an HCPA Member?
Anyone who provides adult social care in Hertfordshire can be a member. From Residential and Nursing Homes, Care at Home, Day Services, Nursing Agencies and Hospices to Direct Employers & Supported Living; all are welcome to join HCPA as a member. Membership costs just £70 per site, annually. The membership year runs from 1st April to 31st March, however if you choose to pay by Direct Debit, this will be continuous.
In an ever-growing competitive market, you as a business owner need to ensure that your organisation is standing head and shoulders above your competitors whilst ensuring that you are compliant with governing bodies and inspections.
Having a robust business strategy and ensuring you are up to date on legislation and guidance is fundamental in the successful delivery of services. This may seem like a daunting task; however, you are not alone, HCPA is on hand to offer you support for all your business needs.
Within this brochure you will find helpful insights, training and contacts that can support you in the operation of your care business.
Why become a member of Hertfordshire Care Providers Association (HCPA)?
By being an HCPA member you are able to access information, support and advice from a friendly, knowledgeable team, in addition to having access to a wealth of professional fully funded services.
Members have access to...
Bespoke care sector training from HCPA or our network of Approved Training Providers. Training courses and qualifications for all levels of care staff, such as:
Care Certificate training
Champion and Leadership Courses
CPD Courses and Qualifications
Subject specific information sessions and webinars
Access to bespoke leadership training including endorsed Skills for Care subjects
Access to a range of services designed to support your business, including:
The Skills Training and Needs Analysis (STAN+) - valuable evaluation to quality assure your staff training requirements
Employment of new staff through The Herts Good Care Recruitment Service (fully-funded)
Impartial Assessor - help speed up hospital discharges with a trusted impartial patient assessment
Access the Impartial Feedback Service - Find out what staff, service users, families and professionals say about your service
Utilise toolkits and checklists to help you quality assure your business
Manager Coaching and Mentoring including support in a crisis
Access to the 24/7 Provider Hub Support line
Start your journey to become an
Academy Scholar
Become an ambassador for high-quality evidence based care...
Are you passionate about improving the quality of care and change management?
The programme involves...
Attending up to 5 Scholar sessions available face-to-face & online
Access to a coach throughout the Scholar Programme
Creating a Service Improvement Change linked to ‘NICE’ best practice guidelines
Implement your Service Improvement change in your workplace
Submitting a portfolio of evidence
By joining the Academy Scholar Programme you will have...
A Scholar status certificate. Opportunity to transition the certificate, for those who achieve a distinction, to the innovation unit on the level 4 care National qualification (via recognition of prior learning (RPL)
The Scholar logo on your email signature and an exclusive Scholar pin badge
A chance to showcase your project to CQC at inspection on your path to Outstanding
Your project published
Why become a member of Hertfordshire Care Providers Association (HCPA)?
Be part of a collective voice for adult social care in Hertfordshire
Benefit from our close links to the Hertfordshire Health and Social Care network
Join Network Events and Information sessions, free of charge, to hear the latest updates and share your views
Use the HCPA membership logo on your marketing materials to demonstrate your engagement
Attend Manager Forums to learn about hot topics and Hertfordshire contracts
Access Herts Care Partners toolkits
Benefit from the Care Professional Academy to help support your staff, improve your staff retention and promote the invaluable role you play in the sector
Access all your staff training in one place through the Care Academy Provider Portal
Your journey to Silver & Gold membership status...
To be eligible for Silver membership status you must show the following...
You must provide evidence that you are actively promoting the Care Professional Academy to your employees. Examples of evidence, send us a photo of posters in your staff areas, a snap shot of your intranet promotion or emails out to staff. That two people from your organisation have each attended 12 hours of designated leadership courses within previous 2 years.
The benefits to Silver membership include...
Access to a Leadership Culture ½ day course (Online and open to all Silvers, by invitation, only).
A Silver Membership logo for use on all of your marketing material.
Continue your journey to Gold Membership
Please note that once you have reached Gold Membership status, this will remain active for a 12 month period from the day you have been awarded Gold Membership. Additionally, if any of the above criteria is no longer met once the provider has reached Gold status, HCPA reserves the right to suspend Gold and associated benefits.
To be eligible for Gold membership status you must show the following...
YOU HAVE REACHED Silver status.
Engaged with and completed IFS.
Engaged with and completed two other HCPA services such as 6’Cs Culture check and Stan+.
Have an overall GOOD rating with PAMMS and CQC.
The benefits of gold membership status are...
Gold membership logo for use on all of your marketing materials.
A bespoke marketing package (including a Gold shout out on the HCPA website).
A bespoke Behaviours
Framework consultation with the HCPA Leadership team (½ day).
Are you a Direct Payment Holder?
For just £20, individuals who employ Personal Assistants can have access to:
Information and support from a professional, knowledgeable team with links to the Herts health & social care network
A wide range of fully-funded and low-cost training
Free distance learning materials
The Hertfordshire Good Care Recruitment Service - at no cost
Are you based outside Hertfordshire?
Visit www.hcpa.co.uk for our most up to date Terms & Conditions.
All businesses need help and support at times and having a good network of trusted suppliers is paramount to any business’s success. HCPA are here to support you with a host of fully funded, low cost or discounted services to help and guide you through all aspects of your Care business. This is either through our own HCPA services or via our network of trusted partners.
Visit www.hcpa.info/services/
Business matters, financial services guidance:
Running a care provider service can be profitable whilst providing a much-needed service to your local community. Knowing your market, and having a robust business plan is just as important as having the necessary skills, drive, and dedication if you are going to be successful.
Specifically, those considering operating in the care market will want to consider…
Is the demand for your specific service in your area high?
Can you ensure CQC registration and maintain compliance?
Can you attract staff?
What are other employers paying in your area? Look outside of care, to supermarkets and warehouses for instance.
Can you get the right calibre of staff with the correct qualifications or the willingness and aptitude to learn?
Who are you competing against? Is the market already saturated?
The growth in Domiciliary Care Provider numbers is notable. In England alone there are 10,440 registered homecare services employing 555,00 staff (skills for care 2021 data)
What is your income model?
Do not assume or depend upon local authority contracts. 27% of older people in receipt of domiciliary, day and other care in England are self-funded. Build an operating model where private clients can support your core costs. Make sure your budgets include ALL costs and have some contingency.
Is your pricing acceptable to the local market?
Keep your business plan up to date.
What are your contingencies if things go wrong?
Business matters, financial services guidance:
Business Continuity
To run a successful Domiciliary Care business, you need to consider your client base carefully. Relying solely on contracts from Local Authority will not give you a big enough return, therefore you need to be attracting self-funding clients as well as those who have help with paying their costs. Creating unique selling propositions or points (USP’s) for your business will help to increase your client base whilst helping to differentiate you from your competitors.
Home Care for residents of Hertfordshire may not be funded by the Local Authority and also to be considered, Local Authority rates for home care are likely to be significantly less than those paid by selffunding clients.
Funding is allocated via an assessment of wealth.
“For care at home, we do not count the home you live in, but you’ll pay the full cost of care at home if you have other assets, including money and property over £23,250.”
View the Hertfordshire County Council website: www.hertfordshire.gov.uk/services/adult-social-services/care-andcarers/arranging-and-paying-for-care/paying-for-your-care-costs.aspx
This means that ideally you will have a balance of self-funding clients and local authority clients. On average you should be looking for a balance of 50% self-funded and 50% funded by the local authority.
Local Authority Clients
The Local Authority have 2 types of home care contracts
Lead Providers - these are typically larger organisations that will provide up to 70% of home care calls to Local Authority funded clients.
The remaining 30% of clients - are supported by other home care providers who have successfully tendered to access the home care framework for Spot Provision.
In order to work with the Local Authority, you will need to be on their provider framework for spot provision.
Tenders will be released via In-Tend Hertfordshire: intendhost.co.uk/supplyhertfordshire/aspx/Home
You will need to register to apply for any tenders from Herts County Council. Other local authorities use a range of different procurement portals you can find information on other counties by signing up to the Gov.UK tender alert news: www.gov.uk/contracts-finder
The site will send out email notices when relevant tenders are advertised, and you should also watch HCPA’s e-newsletters for notice of any relevant tenders.
If a relevant tender opportunity arises you will need to complete the relevant paperwork. It is also advisable to attend any PreProcurement Market Engagement events to gather information on the tendering process.
Business matters, financial services guidance:
Self-Funding Clients:
You will need to get the word out there to attract private clients. Your audience needs to cover not just older people but younger people who may be thinking about getting help for relatives. You could think about using:
Facebook – paid advertising or using local community groups that allow adverts
Leaflets – posting through doors in the areas you wish to work in
Linking with GP practices
Internet – make sure your organisation is visible on the internet via a website
Community Groups – are there any community activities that your audience may attend
Business Continuity Planning training: Click here to visit our ‘upcoming training’ page...
Wesley Strahan-Hughes, Head of Operations at HCPA
HCPA can help in some of these areas, training staff, business contingency planning etc. but to make sure your plans are financially robust you will need to do some research:
Peninsula www.peninsulagrouplimited.com
The Hertfordshire Chamber of Commerce www.hertschamber.com
Gov.uk www.gov.uk/set-up-business
The Princes Trust www.princes-trust.org.uk
Data Protection
As a part of HCPA’s ongoing mission to improve the quality of care, we now provide fully-funded support over data protection, GDPR and legal compliance plus managing cyber-attack risks.
We do this by supporting care providers to become compliant / ensure legal compliance with the data protection act and GDPR, using the Data Security and Protection Toolkit (DSPT).
DSPT is an annual online assessment of your Data Protection & Cyber Security practice. It helps care providers ensure that the data they hold is managed and processed securely and within the law.
Completion of DSPT is needed to gain access to key NHS systems and can be a contractual requirement if commissioned. DSPT also helps answer questions from CQC inspections.
The assessment itself will take you through the necessary aspects of information governance compliance, mitigate the risk of disruption, financial and reputational repercussions from data breaches, cyberattacks and damaging fines being imposed by the Information Commissioners Office.
Our fully funded offer to registered care providers:
One to one support (online or in person)
Online workshops
Help packs, templates and guidance
Support to create NHSmail accounts (free secure email)
Can link to online ordering of medications (Proxy access) and other digital platforms
Advice on choosing the right tech
We can even work with your IT provider, or help you find IT support if required
HCPA Strategic Partner
4 Essential AI Security Tips for Healthcare Providers
Protect patient data Be transparent when AI is used
Why It Matters: Keeping patient data secure is crucial to maintaining confidentiality & compliance.
How to Do It: Encrypt data, enforce Multifactor Authentication, restrict access and backup your data securely online.
Strengthen Cyber Security
Why It Matters: Cyber Criminals are the heaviest users of AI, accounting for 70% of its utilisation.
How to Do It:
Why It Matters: AI has its own set of bias’s, it’s not always correct and can result in misleading information.
How to Do It: Clearly document how AI systems work and make decisions.
Wesley Strahan-Hughes - Director of Operations | HCPA
Be ready for deepfakes
Why It Matters: They can create fake medical records or impersonate doctors.
How to Protect: Train staff & Management on the techniques that can prevent a successful attack. Create a Culture of openness, independent verification and use secret pass phrases.
Here’s what Care Providers have said about our free support:
“You explained everything… I enjoyed your friendly approach. I was dreading the registration and had no idea where to start. You made it so nice and easy and helped me enormously… I regret not calling you earlier as that would have saved me lots of worries.”
“Knowledgeable, professional, and ever so efficient. We appreciate all the help and support. You have helped us complete our DSPT.”
“The sessions we had on the Data Security and Protection Toolkit were very informative and have helped in answering the questions, also given us the tools we need to have in place. Presentation was very good and easy to understand (love the examples given). Thank you once again and if I need any support will definitely be contacting you.”
“I completed the Data Security Protection Toolkit today! We have used all the templates to create and update our policies. I wanted to thank you for your assistance at the beginning of this task… knowing you were there at the end of the phone helped.”
Recruitment and how to attract the best candidates to your business...
What makes a good recruitment process?
A good recruitment process allows you to find the ideal candidates quickly and efficiently. The process should be well planned and constantly reviewed. Here are a few pointers on what you should be implementing.
Make sure you have high visibility and a clear strong brand…
To attract the best applicants to your organisation you should first ensure that your brand is strong and visible. You want to illustrate what is great about your organisation and why an individual should choose you over another employer. Think about the mission and values of the company. Are they displayed clearly and effectively across your website and social media pages? Most candidates will do their homework so it is imperative to make sure they can easily find you and that your business has a strong digital presence.
Recruitment and how to attract the best candidates to your business. (cont...)
Recruitment – What are the steps?
1. Identify the needs of the business - Even if you are replacing an existing role, it is always good to go back and look at the needs of the business. Is the role still relevant or does it need adjusting? By creating a list of needs before you create a job posting you can identify the hiring need. This process is even more important if you are creating a new position.
2. Write the job advert - An attractive job advert is important in crafting an effective recruitment strategy. Once you understand your business and department’s needs, you should determine the duties and responsibilities of the role and write them out. A well written job advert will help communicate the organisation’s values, primary needs and expectations to candidates. For your job advert to stand out, ensure you list the benefits of working for your company, and what makes you the best employer in their local area. Make sure you do your research and know what other employers around you are paying for similar work.
3. Plan, plan, plan - Now that your job advert has been written, it is important to have a recruitment plan. Consider where your ideal candidates may be looking for work before spending money on advertising. Are you looking for local staff? Are you utilising the local platforms to attract individuals?
Recruitment within adult care can be fast-paced, so set up a team who are going to support with reviewing applicants, scheduling interviews, and who will be interviewing the potential candidates. This will ensure the recruitment process runs smoothly.
4. Conduct a Phone Screening - Once you have decided upon the right candidates it is time to start the screening process. This can help in narrowing down applicants to ensure the right ones are going through to the next stage of the process. It also gives the applicants a flavour of the organisation and what might be expected at the next stage of interview.
HCPA Strategic Partner
Recruitment and how to attract the best candidates to your business. (cont...)
Recruitment – What are the steps?
5. The interview - Ideally within the week of the phone screening you should be conducting the interview. Wait too long and the candidates may start to look elsewhere. Ensure you have prewritten and thought out your interview questions and how you will conduct the interview process. Communication is key and be sure to convey how and when you will get back to the candidate with a decision and be sure to follow up even if the applicant is unsuccessful.
6. The job offer - Remember you may decide to offer the applicant the job, but they may choose to decline. Be sure to make the job offer as attractive as possible. Most applicants will want to negotiate on salary, possibly benefits and even working hours so make sure that you have these bases covered should any questions arise.
7. Onboarding - You have found the perfect applicant to join your team, it is now important that you make the onboarding process as positive as possible. Ensure that along with the usual paperwork, that you focus on resources and processes that will help the new recruit settle into their new role. Ensure that the new employee feels supported with regular 121’s with their manager and a go to process should they have any questions. From the start embed a culture of professional development and where possible have serious conversations about succession planning and promotion.
HCPA members have access to our Best Practice guide to Recruiting, Onboarding and Retaining Staff.
HCPA members can log in HERE.
Care Certificate
All staff MUST be fully inducted into the care sector to enable them to understand their roles and responsibilities, and ensure services are compliant with the inspectorate.
The Care Certificate is a set of minimum standards that define the knowledge, skills and behaviours expected of those ‘new to care’ and forms the basis of a robust induction.
Staff without these knowledge and skills risk remaining under-confident, may leave the job, or worse, may inadvertently cause someone harm.
Scan the QR code for more info and to book...
Training - The Care Certificate
Within the health and social care sectors there are an agreed set of 15 standards that outline and define the behaviours, skills, and knowledge of each specific job role. Anyone embarking on a new career in care should be trained in the care certificate as a part of a robust induction programme.
Whilst there is no legal requirement for providers to implement the care certificate. CQC inspectors will look for it as a part of staff onboarding and can enforce regulations covering staff training. Therefore, it is good practice for ALL providers to ensure that all new and existing staff have the Care Certificate on their training records.
Training Care Certificate - click here
For any group training or other bespoke topics please contact coursebookings@hcpa.co.uk
“We also provide guidance to those who are responsible with assessing competencies in a care setting following the Care Certificate. Please use the same email address to book this if required.”
Who is Springup PR?
Springup PR help care providers get more enquiries from private families via data-driven PR and digital marketing strategies to help fill bed vacancies faster.
They have worked with dozens of care homes and care providers, from large groups to individual homes.
Brookdale Care has worked with Springup PR for two years. Throughout this time we have been impressed with Springup PR’s knowledge of the care sector and their ability to identify subject matter of interest to the public.
Lesa Walton | Managing Director,
Brookdale Care
To register your interest please visit hcpa.info/in-partnership
Marketing your care business...
Create a trusted brand: Create your brand identity, a good logo and slogan are just the start of building a professional appearance to your clients, this helps to give a good impression and builds trust
Create an informative and easy to navigate website: Having a strong online presence is essential when running a business. The majority of all consumer journeys now start online.
Make your website a ‘Go to’ place for information: Using reliable sources to populate your website with key information relating to your sector. This helps to instil trust and ensures that clients and potential clients see you as a legitimate business.
Use testimonials and case studies: By showcasing your clients experiences you help to cement the fact that you are a well-run business. Be transparent and always have a good feedback process in place so that you can continue to improve your business.
Use directories: List your business on local directories. Whether they are online, in print or a database held by local town council offices or hospitals.
Advertise: Spend money on advertising but know your demographic. Ensure that you are talking to potential clients and their families with good wording and clear messaging. Whether it is local press, online advertising or through social media, be clear on what you are saying and ensure that you differentiate your business from your competitors.
Provides insight into the knowledge, skills and confidence of care teams
Provides reports both on an individual and overview level
Identifies areas of training required to deliver person-centred care
An aide for monitoring visits, significantly supporting the process
Part of the journey to become an HCPA Gold Member Currently FREE to HCPA members
Training... Governance for your business
When talking about governance, we are looking at the importance of structure and processes for decision making, accountability, control, and behaviour. These are all high at the top of the list where governance of any entity is concerned.
Governance is the backbone of any organisation; it influences the core objectives and how these are set and implemented as well as monitoring risk and performance.
In order to have good governance you need to have a good business strategy in place, one that focuses on a systematic approach to planning, risk and performance management.
Good governance is important because it always helps you to act in the best interest of your business. It can help to improve performance and create a stable and productive workforce. A strong governance strategy will help you to be adaptive to changing markets and when being adaptive can unlock new opportunities. A well thought out strategy can reduce risk and can highlight the areas where things may go wrong.
To summarise, governance encompasses the processes by which organisations are directed, controlled and held to account. It includes the authority, accountability, leadership, direction and control exercised in an organisation. Great work can be achieved when good governance principles and practises are applied and filtered down throughout your organisation.
Champions
and empower senior care staff, giving them the enhanced knowledge and confidence to drive change and mentor staff, in addition to ensuring services are following best practice from local and national guidance. Why should my organisation have Champions?
Development often leads to better retention and improved quality of care
Intensive, in-depth learning, ensuring a deeper understanding of topic areas
Organisations can demonstrate their dedication to staff training in specialist topics
Champions can cascade best practice throughout your service and create greater links with partners
Champions receive even more points on the Care Professional Academy to unlock even more rewards and savings
Training - Governance in relation to your CQC inspection.
As well as a governance strategy for the running of your care business you must also comply with governance set by regulators such as the CQC. [CQC - Governance regulation - Regulation 17: Good Governance Health and Social Care act 2008 (Regulated activities) - Regulations 2017 - regulation 17].
Providers must have effective governance, including assurance and auditing systems or processes. These must assess, monitor, and drive improvement in the quality and safety of the services provided, including the quality of the experience for people using the service. The systems and processes must also assess, monitor, and mitigate any risks relating the health, safety and welfare of people using services and others. Providers must continually evaluate and seek to improve their governance and auditing practice.
In addition, providers must securely maintain accurate, complete, and detailed records in respect of each person using the service and records relating the employment of staff and the overall management of the regulated activity.
As part of their governance, providers must seek and act on feedback from people using the service, those acting on their behalf, staff, and other stakeholders, so that they can continually evaluate the service and drive improvement.
Click here for the Training Governance Course
TEAMology TOOL
As individuals, there are many traits that make us unique!
HCPA have developed an exclusive tool that allows individuals to understand their own personal psychological types and identify those preferences in others. These traits or preferences affect how we interact with each other and indeed the world. Tapping into these traits and preferences can help us understand each other better. Having a solid understanding of team members can be the foundation of building an effective team.
Based on the concept of intent verses perception, this course supports learners in discovering how they can self-motivate to achieve greater results, whilst engaging more productively with colleagues.
Join us to develop a positive culture where communication is open, and conflict is reduced.
Culture and Leadership
A ‘Well Led’ organisation will be en-route to gaining ‘outstanding’ at inspection. It is vital that leaders of all levels are given the resources they need to not only do their job but also to reflect on their own practice.
HCPA’s leadership courses are all designed to focus on the care sector and not just on theoretical models of leadership. There are courses for those brand new to leadership (such as team/shift leaders) and also courses for senior managers. Providing a safe space to discuss and plan new strategies, we want managers to be transformational with their teams and these courses are written in a way to enable this without feeling that aims are beyond tasks that can be carried out in a real working environment.
HCPA’s Leadership Educators have worked extensively within the Social Care sector holding a range of positions to include owning Domiciliary Services, Operations Directors, Head of Learning & Development, Quality & Compliance Manager, new business starts ups, Supported Living Manager and bring a wealth of experience and knowledge to support you to develop yourself, your team and service. For more information see our Leadership Brochure or email leadership@hcpa.co.uk
PROGRAMME TRANSFORMATION CULTURAL
Unlock Outstanding Care with our Cultural Transformation Programme!
A positive workplace culture drives engagement, performance, and retention in care settings. Investing in culture not only meets the CQC Single Assessment Framework but also empowers staff, creating a committed workforce essential for outstanding care.
Built on Macleod's Four Pillars:
Our approach is rooted in the Macleod Report's findings, highlighting the connection between employee engagement and performance, ensuring that your organisation thrives on all fronts.
Empowerment Through a Behaviours Framework:
We support providers to define values and set clear behavioual expectations. We utilise the Skills for Care example framework and include both the CQC Quality Statements and the DHSC Universal Sector Values
Tailored to Providers' Needs:
The programme begins with a consultation to define your Strategic Narrative, our programme focuses on creating a culture where organisational Values are the foundation for managing behaviours to deliver truly Person-Centred care.
Committed to Culture:
Our commitment to you sets us apart. our annual reminders demonstrate our year-long support ensuring your continued success. With unparalleled dedication we work with you to ensure a culture of continued improvement. Experience the difference with our comprehensive Cultural Transformation Programme – the ultimate support for your journey towards gaining and maintaining outstanding care.
TEAMology TOOL
Understanding you and your TEAM:
Teams will complete our Exclusive TEAMology Tool to help appreciate individual strengths, opportunities and key drivers while gaining insight into what is driving others and balancing INTENT versus PERCEPTION. This ensures that an Employee Voice contributes to creating the framework.
Additional Services Available:
Seamless Integration with CQC Framework:
By creating a behaviours Framework our programme seamlessly aligns with the CQC single assessment framework, ensuring compliance,Organisational Integrity and surpassing regulatory standards, setting a new benchmark for care excellence.
Consider some of following to further support teams to enrich your culture
Once enrolled on the programme everyone will have access to the Community Zone of the TEAMology website to continue building their understanding of the psychological types.
• Enhanced leadership skills: Continuing to develop TEAMology knowledge around improving team performance and learning the power of coaching for success
• Customer service skills: By utilising TEAMology further, teams learn about the different types of customers, how to communicate effectively with each type and what matters to people when they complain to reduce escalation and improve the quality of your service
• Wellbeing support: TEAMology helps us to recognise signs of stress and how to support more effectively based on our psychological preferences.
For more information about this programme please contact: info@teamologytool.co.uk Or call 01707 536020 TEAMology TOOL
Prevention & Enablement
HCPA’s Prevention & Enablement service supports providers to deliver preventative and enabling care through practical support and education, embedding the ConnectedLives ethos.
With an Enabling Care Approach, we aim to build a culture of awareness about the principle of “use it or lose it” and question whether a person has the potential to improve. This emphasises what has been known in therapy settings for a long time, and that is: through an enabling approach, people can actually improve, and live longer, better lives!
Targeted Support to progress to ‘Outstanding’ at inspections.
Targeted Support aims to progress your service to ‘Outstanding’ by providing bespoke support embedding the Prevention and Enablement Self-Assessment Framework.
Scan the QR code for more info and to book...
Training - PAMMS
(Provider Assessment Market Management Solutions)
The Provider Assessment and Market Management Solution (PAMMS) is an online assessment tool designed to help assess the quality of care delivered by providers of adult social services. All services including domiciliary / homecare who are accredited with the council will receive a PAMMS audit
PAMMS Presentation For Providers
PAMMS Providers Guide
PAMMS Assessment Questions and Evidence List
SERVICES TO SUPPORT YOUR BUSINESS...
Business Continuity Planning - Ensure that your BCP defines and outlines mitigations for all the threats and risks that your organisation may face.
Business Coaching - Support and guidance to organise your workload and be able to reach your goals.
Inspection & Monitoring Support Service - Support to ensure you have robust governance and quality assurance tools in place, and effective audits to ensure you are ready for an inspection.
Impartial Feedback Service - Gather open and honest feedback from the people who use your service.
Culture - Ensure that all staff have the right attitudes and behaviours to represent the organisation well, that the provision supports those who use and work in the service to be respected and are able to follow their traditions and personal preferences.
Agency Charter of Excellence - Find an agency that has high standards and is suitable for your needs.
Scan the QR code or visit our web page to find out more...
Business Development Services
The Business Development team strive to offer you the best tools and services to promote, develop and enhance your care provision and quality: many of which are free to our members.
At HCPA, as well as supporting you with the care elements of your business, we are also here to support you with the operational, financial and safety elements of your organisation. Either through a trusted third-party or on a one-to-one basis, we can help you with legal, funding, health and safety and employment law as well as many other areas of your business.
Running Your Care Business | HCPA
Business Continuity Planning is a proactive business process that helps you to identify and understand any potential threats, vulnerabilities, and weaknesses to your organisation in times of crisis.
It ensures forward planning to identify and manage all potential risks that could disrupt your service delivery. The creation of a business continuity plan will ensure that you and your staff can react quickly and efficiently to business interruption, eliminating confusion and providing a clear blueprint for what everyone should do.
The consequences of not having a business continuity plan can include some or all of the following:
Business interruption
Supply chain failure
Injury or death
Financial loss
Employee productivity
Business reputation
HCPA’s BCP service enables you to create a robust BCP in readiness for any emergency or threat your business may face, and offers one-to-one support, which is proactive, solution focused, and tailored to meet your business requirements. We provide an easy-to-use BCP Planning Toolkit which identifies key areas to be covered – with key insights from HCC.
This is a free service for HCPA members and you will receive 8 sessions with weekly or fortnightly support and guidance to help you through to completion of your plan. There is also an option to work your way through the toolkit more independently with the guidance of 8 recorded guidance sessions.
If you wish to engage with this service, please contact us on businessdevelopment@hcpa.co.uk or click below to complete an expression of interest form https://forms.office.com/e/rvYxXAKRBr
Good leaders are essential to the success of any organisation, and this success is increasingly dependent on skills such as strategic thinking, innovation, and emotional intelligence. But development of senior leaders is often overlooked.
It gets lonely at the top: The higher a leader rises in a company, the lonelier it can become. Whether you are a manager who is performing fantastically and just need some extra support, or you need help tackling a new challenge, developing certain skills, or improving performance, HCPA’s Executive Coaching can offer you a range of benefits:
Regular, supportive supervision for managers in roles where they are often unsupervised
Breaking from daily tasks to spend time reflecting on recent outcomes and future plans
Help to develop new skills and competencies, as well as identifying areas for improvement
Encouragement and guidance for managers to handle new responsibilities within their role
Helping talented managers to continue to grow and take the next step HCPA offer Executive Coaching in the form of regular face-to-face sessions over an agreed short-term period to help you reach your chosen goals.
The sessions are designed to improve workplace performance by focusing on the specific goals set, and the competencies and skills required to achieve them.
If you wish to engage with this service, please contact us on businessdevelopment@hcpa.co.uk or click below to complete an expression of interest form https://forms.office.com/e/rvYxXAKRBr
It’s always important to know how your organisation is performing, but waiting for a monitoring or regulation inspection might bring a few surprises.
This support might appeal to a registered manager, nominated individual or a care business owner seeking support with quality audits and guidance to help you stay one step ahead, and tackle any areas for improvement before an inspection, so you can feel confident and prepared.
HCPA has three functions under the Inspection & Monitoring Support Service:
PRE-Inspection - CQC Single Assessment Framework
This service offers support to work through the new CQC Single Assessment Framework toolkit. You will have access to 5 x 1-2 hr sessions, where each session will cover one of the five KLOE’s.
HCPA has created the toolkits for each provider type and for you to use, making your transition to the new single assessment framework as smooth as possible.
Post Inspection Action Planning
This service will help with action planning after an inspection or monitoring visit. HCPA has created a tool that will support you to create a robust service improvement plan (SIP) combining arising CQC and/or PAMMS actions.
Governance and Quality Assurance
This is a bespoke 1:1 consultation and structured process to focus on all aspects of governance and quality assurance. This service has been designed to work through proposed areas of focus and consists of 3 x 2 hr sessions (up to 5 if needed).
If you wish to engage with this service, please contact us on businessdevelopment@hcpa.co.uk or click below to complete an expression of interest form https://forms.office.com/e/rvYxXAKRBr
The Impartial Feedback Service (IFS) is the most effective way of gathering open and honest feedback from key stakeholders. We then utilise this valuable insight from within your service to create an appropriate development plan for you to push forward the quality of your provision.
Why use our Impartial Feedback Service?
By completing the IFS, you will be conforming to Health & Social Care Act Regulation 17: “Providers must seek and act on feedback from people using the service, those acting on their behalf, staff and other stakeholders so they can continually evaluate the service and drive improvement.”
Please note: Hertfordshire County Council contracted services are required to complete an impartial feedback service every two years.
The feedback was excellent in that it gave us a picture of how our staff, residents, relatives and other professionals feel about our home. We will take all the points raised on board and work towards improving our service.
Autumn Vale
Benefits to you include:
Fully-funded by Hertfordshire County Council; HCPA members can undergo the IFS free of charge
User-friendly online evaluation forms
Evaluation questions aligned directly to the CQC five standards
Comprehensive consultation, analysis, report, action plan, review and support
The final report is welcomed by and can be shared with CQC, Hertfordshire County Council and CCG monitoring officers (only at your request)
If you wish to engage with this service, please contact us on businessdevelopment@hcpa.co.uk or click below to complete an expression of interest form https://forms.office.com/e/rvYxXAKRBr
We are offering you the chance to gain a Staff Wellbeing (SWELL) Charter Mark, highlighting your commitment to a proactive and resilient workplace to prospective clients and staff.
Achieve this by showing us evidence that you have:
Assigned a Staff Wellbeing Guardian in your workforce
Demonstrated what you have been doing and identify what you are planning to put in place for the future to ensure continued support for your staff
The 6C’s service is an effective way of gathering information and feedback from your staff on how they view the culture of your provision. It will help you identify the loyalty of your staff and therefore aid your retention and recruitment process. This survey looks at the culture of your provision through 6 different areas:
Why use our 6C’s Company Culture Check service?
By using our 6C’s service you can determine the “health” of your provision and the stability of your staff, from this you will be able to identify areas that you may wish to develop to strengthen and progress.
Cultural Values in Care (CVC) NEW SERVICE!
Aimed at staff and clients…
What is the Cultural Values in Care Service?
Our new CVC service is an easy-to-use online survey, which gathers information and feedback from your staff and those who use the service on how they feel the organisation supports the culture, traditions and preferences of everyone, and how they foster a community of acceptance, tolerance and understanding of others.
Why use our Cultural Values in Care Service?
The evidence gained from this, and the action plan developed from the outcomes will provide evidence for CQC and PAMMS of the seven DHSC Universal Sector Values and will demonstrate your organisations desire to work in a person-centred way, following the Connected Lives Principles.
The Agency Charter of Excellence Mark is recognition for all staff recruitment agencies who offer care staff to adult care providers in Hertfordshire.
To be on the preferred supplier list of staffing agencies in Hertfordshire and gain recognition of your processes when providing candidates or new workers for the Hertfordshire Care Sector, you can now apply for the HCPA Agency Charter of Excellence Mark.
This is recognised by Hertfordshire Local Authority Adult Care Services and Care Providers (through Hertfordshire Care Providers Association).
This shows you:
Have strong policies and processes in place
Actively monitor quality and maintain robust quality standards.
Engage & retain good, well-trained candidates or new workers
Benefits to you include:
Become a HCPA Agency Charter of Excellence Mark holder, which will ensure you are keeping:
Up-to-date with national & local requirements of care through key information or recordings from all events, newsletters & key emails
You will be added to the list shared with the council commissioning Teams so they are aware of which agencies are charter marked
Certificate & logo branding
Hertfordshire County Council monitoring officers will recognise Care Providers who use staffing agencies that meet the Agency Charter of Excellence Mark
If you wish to engage with this service, please contact us on businessdevelopment@hcpa.co.uk or click below to complete an expression of interest form https://forms.office.com/e/rvYxXAKRBr
HCPA Strategic Partner
The Care Professional Academy...
Your employees can sign up to the Care Professional Academy for free as an ‘Academy Affiliate’ to start using the training passport system and dedicated online portal, which have been designed to make it easy for care professionals to:
Track continual professional training and development. Earn points to access perks each time they complete a training course through the Care Academy.
Easily demonstrate professional qualifications and transferable skills to current and future employers. Identify potential career pathways based on the range of training opportunities available.
Scan the QR code to find out more
The Provider Portal - Incentivise and reward your staff...
The Provider Portal offers you as an employer the opportunity to incentivise your staff to engage with training and development.
With a tiered reward system, you can motivate your staff to learn and upload their certificates to the portal. This will result in them moving up through the 5 tiers to access more rewards and benefits!
In the fastest-growing work sector in the UK, it is important to remain competitive and do all we can to motivate and retain our staff. What better way than providing your staff with exclusive rewards and discounts?
For more information visit provider.careprofessional.co.uk
Resource Library
Membership Resources at your fingertips:
As a member of HCPA don’t forget that you have access to a library full of local and national resources, tools, guides, guidance, policies, and contacts in a wide variety of areas via our Member Zone Resource Library. The resource library is split into 9 key areas making it easy to use and navigate.
Visit the resource library today via: www.hcpa.info/resource-library
Area
Regulations & Inspections
Running your care business
Safeguarding & Capacity
Health & Wellbeing
What it contains
Up to date info on CQC, local monitoring, health & safety executive, tender opportunities & more.
Support on how to safely run a care organisation from a business point of view including operational, financial, HR, legal & insurance.
Local & National guidance, resources & contact details around safeguarding & capacity, including details from local safeguarding board.
Wide variety of resources & guidance to help you best care for your staff and the individuals you support. These resources, tools & guidance cover mental & physical health as well as general well-being.
Medication
Care Planning
Infection Prevention and Control
Technology & Equipment
Adult Disability and Mental Health
Local & national policies & guidance covering all areas of medication as well as resources & links to education & competencies.
Most up to date Care planning toolkit for Hertfordshire providers.
Information on all things IPC including links to up-to-date guidance, posters for your organisation and audits and competencies to use.
Up to date information on data protection & electronic care planning including apps & devices.
Resources and guidance for people who support those with learning disabilities and/or mental health issues.
HCPA Care Provider Hub
Launching in 2020 in response to the COVID-19 pandemic, the Care Provider Hub has been a lifeline for the adult social care sector in Hertfordshire. Since then, it has grown in popularity and now offers support across a range of services and topics.
The Care Provider Hub is provided free of charge to anyone working in the Hertfordshire Care Sector including Residential Homes, Homecare organisations, Supported Living services, Day Opportunity providers, Community Providers, Lunch clubs, Social Care Personal Assistants and those accessing Direct Payments and Personal Health Budgets.
The Care Provider Hub can help on any matter related to Adult Social Care in Hertfordshire, including (but not limited to):
Govt guidance, Laws, Standards, & Expectation
Covid: PPE, Vaccinations, and Infection Control
Funding, Contracting, & Commissioning
Liaison with Hertfordshire
County Council
Training & Education
HR, Staffing & Recruitment
Monitoring Equipment
Business Continuity
Data Protection
Insurance
Staff Well-being & Recognition
‘ask us anything’
‘It is easier to ask a question than to fix a mistake!’
Since its launch in 2020, the Hub has supported over 20,000 complex queries. This is an ask us anything service – if you have any questions relating to the care sector in Hertfordshire then please get in touch. Your hub, your support service...
The Hub is open Monday to Friday 9am to 5pm by phone 01707 708108 or email assistance@hcpa.co.uk
HCPA: ‘Sharing best practice in care through partnership’
ASK us anything! We are your support service, here to answer your questions on all topics Adult Social Care related.
Contacts Directory
General enquiries telephone: 01707 536 020
Hertfordshire County Council: www.hertfordshire.gov.uk/services/adult-social-services
