Sutton's Homecare service has seen major improvements following the implementation of a new commissioning model, according to a report presented at the People Committee meeting on Thursday 25 September 2025.
The new model, commissioned through a framework of providers, has led to a 97% acceptance rate for new care packages and ensures that 100% of hospital discharges requiring Home Care are sourced without delay. All Home Care providers now have a Care Quality Commission rating of Good or Outstanding.
The Home Care Commissioning Strategy 2023-29, which outlined the new model, was presented to the People Committee on 31 October 2022. The strategy aimed to deliver a more efficient and responsive service, develop specialist Home Care providers for those with learning disabilities or mental health needs, and address provider reluctance to accept care packages in certain areas.
The new service uses a geographical patch model based on Sutton electoral wards, with 11 lead provider patches for older people and adults with physical disabilities, and two lead provider patches for residents with learning disabilities and mental health needs. A supplementary list of 14 providers supports the patch providers.
The transfer of service users from spot providers to commissioned lead providers began in June 2024. As of the end of July 2025, 118 service users have continued with their spot provider.
A new automated provider portal is being developed in partnership with Access Group to deliver a payment system, starting with Home Care providers, to reduce the potential for overcharging.
A new Domiciliary Care Trusted Assessor role has also been introduced. These assessors coordinate support, signpost and connect residents to local community facilities, and can prescribe minor equipment to avoid delays in residents receiving aids needed to maintain their independence.
One case study detailed in Appendix A - Personalised Home Care - Case Study highlighted the positive impact of the new framework. KC, a resident facing challenges due to a severely cluttered home, received compassionate support from a Home Care provider. The provider helped KC declutter her home, regain pride, and reconnect with her family. KC is now able to invite her family for dinner and babysit her grandchildren. She also rediscovered her love for cooking and proactively sought dental work.
The Home Care Strategy - People Committee update also noted that the Council is exploring the reporting functions of the provider portal to determine what performance data can be retrieved automatically, including arrival times, visit durations, and visit cancellations. This proactive approach will contribute to the effective management of Home Care providers and the continuation of high-quality care delivered to residents.