Response Service KPIs

Purpose

This procedure sets out the actions required to ensure that the provision of a physical response to support people in their own homes is met.

The responder must responded quickly and appropriately when a service user needs help and an alert has been raised through their equipment. Responders provide assistance in often every challenging situations e.g. assessing for injury and picking up someone off of the floor.

Responsibility

All staff

Standard

To be at the users home and have gained entry within a defined period of time.

Definition

We will ensure that the users plan contains details of the arrangements to enable access to be gained within five minutes of arrival.

Key Outcomes

1. The Response team must adopt a person-centred approach – service users will be treated with dignity and respect and will be involved in decisions about their on-going care.
2. The Response team must have a clear understanding of the boundaries of their role and will act only within their sphere of competence.
3. All service users and carers will receive a timely physical response, appropriate to their needs.

Key Performance Indicators

• 9 out of 10 responder alert visits to arrive at the service user’s home within 45 minutes of the decision to deploy.
  • Remaining response alert visits to arrive at the services user’s home within 60 minutes of the decision to deploy.