Community Care, Nov. 22nd - 28th 2001, p.38-39
Article discusses the importance of the contracting process in improving the quality of domiciliary care. Calls for local authorities to agree common requirements governing invoicing and payment, together with a standardised approach to support expectations and staff conditions. The new minimum standards drawn up under the Care Standards Act 2000 should facilitate the development of a common approach to contract specifications.
Social Policy and Administration, vol. 35, 2001, p.701-718
Article presents the findings from four research projects which included complaints procedures in their survey of users' experience of community care provision. These findings are then compared with the outcomes of similar research projects. Finds that there is often a disjunction between policy guidance or agency procedures and individual practice. At the individual level, staff need to be trained to see complaints as opportunities not threats. Whistleblowers need to be protected, and problems of limited supervision and training, poor working conditions and a devaluing of service users, which collectively lead to lowered standards, need to be addressed.