Agenda item

To receive an update on the Out of Hours Service following its launch in November 2019.

The Head of Long Term Conditions for Adult Social Care in BCP Council presented a report, a copy of which has been circulated and appears at Appendix ‘C’ to these minutes in the Minute Book which provided an update on the Out of Hours Service following its launch in November 2018.

Members were given an update on the performance of the new service and were informed that following the introduction of the new operation, demand was being met with a high-quality response. The Committee was told that as part of the operational change staff were relocated to better working accommodation. Furthermore, the skilled call handlers worked alongside seven social workers, all trained as Approved Mental Health Practitioners. The Head of Long-Term Conditions explained that in addition to the improved quality of practice, there were several benefits to the redesigned model which included: quality assurance audits, consistency in recording practices, daily management oversight, access to senior management during operating hours, increased staff capacity to respond to adult social care emergencies, phone lines staffed at all times during operating hours, reduction in the length of duty shifts from 16 hours to 12 hours, and the introduction of mobile working and technology, increasing flexible and agile working.

Context was also provided on the type and number of visits that the service conducts. Members were informed that 54% of all visits undertaken by the Emergency Duty Services team were Mental Health Act Assessments. A further 36% accounted for visits involving the dispensation of emergency powers, a process that allows individuals to be taken to a place of safety from a public place.

Members heard that a quality audit was undertaken during August 2019 and that the outcome highlighted the good quality assessments with no issues or concerns identified during the auditing period. The main recommendation that emerged from the audit, to maintain the quality of recording, was embedded in the daily practice of the service.

The Committee was informed that no complaints had been received and that several compliments had been made by Dorset Police, a GP and service users. These related to the effective approach to supporting people in mental health crisis who are in custody as well as supporting the family of people in crisis. Members heard that the service now has the capacity to work more closely with partner agencies, families and carers to better support people in crisis.

Finally, the Head of Long-Term Conditions explained that the significant funding that had been agreed by the former authorities of BCP and the Shadow Authority had ensured the good quality out of hours service. The remodeled service had been of high cost because of the necessity to enhance the management and staffing structures, to meet demand and provide a responsive, high quality service.

Members asked questions on funding and were told that no additional investment was expected following the remodeling operation. The Committee showed interest in the possibility of visiting the service in their new premises, to which the Head of Long-Term Conditions expressed enthusiasm and informed members that the Chair could liaise with the relevant officers to facilitate these visits.

RESOLVED that:-  following the scrutiny of the delivery and performance of the BCP Council Emergency Duty Service for Adult Social Care, the report be noted by the Committee.