Changes Document
Additions/Amendments
Deletions
Care Group specific detail different to Generic Document
HSE
Community Health
Organisation
Or
National Office
LHO Detail (if required)
and
[THE PROVIDER]
Care Group : OLDER PERSONS
SERVICE ARRANGEMENT
PART 2 OF ARRANGEMENT –SERVICE SCHEDULES - 2016
Section 39 Health Act 2004
These schedules should be indexed as appropriate in Part 1 of the Service Arrangement
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
Alterations to legal clauses or official text in this contract are strictly prohibited
The Schedules include detailed instruction which form part of the conditions of funding and
should not be removed, some detailed instruction for schedule completion and examples have
been provided which may be deleted.
Only Items in Blue Text may be deleted.
For 2016 CHO Care Group Schedules may be combined by including relevant
individual schedules and indexing them as A, B, C, etc. for single sign off by Chief
Officer and the Authorised Signatory of the Agency
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
Alterations to legal clauses or official text in this contract are strictly prohibited
TABLE OF CONTENTS
SCHEDULE 1 - Contact Details
Part A – The Executive
Part B – The Provider
SCHEDULE 2 - Quality and Safety
SCHEDULE 3 - Service Delivery Specification
SCHEDULE 4 - Performance Monitoring
SCHEDULE 5 - Information Requirements
SCHEDULE 6 - Funding
SCHEDULE 7 - Insurance
SCHEDULE 8 - Complaints
SCHEDULE 9 - Staffing
SCHEDULE 10 - Change Control
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
Alterations to legal clauses or official text in this contract are strictly prohibited
SCHEDULE 1
Contact Details
Purpose
The purpose of this schedule is to set out the key contact details of both the Executive and the
Provider.
Part A – The HSE
Community Health Organisation Number
Or
National Office Name
Chief Officer/Equivalent Name
Chief Officer/Equivalent Address:
Telephone Number:
Fax Number:
E-mail:
Main contact person:
(This is the nominated key contact person who
will have operational responsibility for the
contract)
Authorised signatory:
(This is the person who has been assigned
responsibility for signing service arrangements)
This should not be confused with the authorised signatory
for Garda vetting.
Service Lead:
(Please expand as necessary, for each
relevant service category and/or
geographic area)
Department/Specific area of responsibility:
Address:
Telephone Number:
E-mail:
H.R. Contact:
Address:
Telephone Number:
E-mail:
Finance Contact:
Address:
Telephone Number:
E-mail:
Emergency Contact:
(Ref: Local emergency/crisis protocol)
Address:
Telephone Number:
E-mail:
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
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1
Part B – The Provider
Details below must pertain to the actual
owner and not the Guarantor
Registered Name:
(Legal Entity)
Trading Name:
Address:
Legal Status:
For incorporated entities, please note changes
to the categorisation of companies under the
Company’s Act 2014.
You will need to have registered your company
as appropriate by the 31st August 2016 and
are required to change your registered name to
include the relevant designation.
All information regarding this process is
available on the Company Registration Office
Website link below.
https://www.cro.ie/New-Act-2014/Need-toConvert/
Registered Charity Status:
Yes
No
Are you a registered Charity
If yes please provide the following
information:Inland Revenue CHY Number
Charities Regulator Number
Registered Charity Number:
Registered Company Number:
Tax Clearance Number :
Tax Registration Number:
(The Provider is deemed to give permission to the HSE
to verify the Tax Cleared position on-line)
Parent organisation Name and Address:
(Where an organisation is a subsidiary of a national
organisation)
Franchise organisation Name and Address:
(Where the legal entity is operating as a franchise)
Main Contact Person:
(This should be the person who has overall
responsibility for execution of the contract and will be
the key contact person with the Executive)
Chief Officer/Director or appropriate senior
official (please give title):
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2
Chairperson:
Authorised signatory:
(This should be the person authorised by the Board of
the Provider to sign the Service Arrangements)
Chairperson or Equivalent
Address:
Telephone Number:
Email:
Service Lead/s
Expand where appropriate to each service type and/or
geographic area.
Specific area of responsibility:
Address:
Telephone Number:
E-mail:
Finance Contact:
Address:
Telephone Number:
E-Mail:
H.R. Contact:
Address:
Telephone Number:
E-mail:
Emergency Contact:
(Ref: Local emergency/crisis protocol)
Address:
Telephone Number:
E-mail:
Information on Guarantors if applicable
This Service Arrangement must include all
relevant parties.
 The company providing the service
 Guarantors (Owners of the Facility)
Registered Name:
Address:
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
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3
SCHEDULE 2
Quality and Safety
Purpose
This schedule should specify the quality service standards, and service assurance aspects
which must be adhered to by the Provider in consideration for the funding (see Schedule 6,
Funding) provided by the Executive.
The Web-Link Document referenced below in available on the following link:
http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/Web_Links_to_Generic_S
chedule_Documentation_Jan_2016.doc
1. Mission Statements:
This section contains the mission statements of both the Executive and the Provider.
The mission of the Health Service Executive is:
To enable people live healthier and more fulfilled lives
The mission of the Provider is:
Insert details here - the Provider…
2. Corporate and Quality/Social Care Governance
Corporate, Clinical/Social Care Governance
This section should provide details of the Corporate, Clinical/Social Care Governance Structure in
place.
Documents to be supplied and appended to these schedules (also listed in Schedule 5 information
requirements)
(1) Organisation Chart Governance
(2) Memoranda & Articles of Association or equivalent
The Quality and Patient Safety Division (now Quality Improvement Division) of the HSE has
provided resources and guidance on Governance for Quality and Safety which is available on the
HSE website and will provide support to organisations on Clinical Governance on request.
A listing of the available guides is provided in the generic web-link document
http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/Web_Links_to_Generic_Schedu
le_Documentation_Jan_2016.doc
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
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4
Quality and Safety Board Committee (As per relevant clause 24.6 in Part 1 the Provider is
required to establish a Quality and Safety Board Committee, the composition and roles of which
is outlined below)
 The Provider shall establish a Quality and Safety Board Committee, comprising of nonexecutive and executive members, which oversees quality and safety on behalf of the Board.
The Quality and Safety Board Committee operates on behalf of, and reports directly to, the
Board. The Quality and Safety Committee has the following functions:

oversee the development by the executive/senior management team of a quality and safety
programme for the Services;

recommend to the Board a quality and safety programme and an executive/senior management
team structure, policies and processes that clearly articulates responsibility, authority and
accountability for quality, safety and risk management across the Services;

secure assurance from the executive/senior management team on the implementation of the
quality and safety programme and the application of appropriate governance structure and
processes (e.g. risk escalation) including monitored outcomes through quality indicators and
outcome measures;

secure assurance from the executive/senior management team that the hospital/community
service is conforming with all regulatory and legal requirements to assure quality, safety and
risk management; and

act as advocates for quality and safety issues which cannot be resolved by the executive/senior
management team, bringing them to the appropriate national regulatory forum.
Committees of the board may be developed in an appropriate format according to the size of each
organisation, its board, and the complexity of the services provided.
Clause 16.3 c of the Service Arrangement stipulates that each organisation:“establishing an appropriate structure of board committees to include the functions of an audit,
remuneration, risk, quality and safety and, if appropriate, a nomination committee:”
Confirmation required that the functions outlined above for board monitoring of Quality and
Service User Safety are covered by a Board Committee.
3. Monitoring of Quality and Standards
Monitoring of Quality and Standards
This section should outline the plan/actions the agency has in place to monitor quality and
standards. This should include actions such as:

The development of a Quality Profile, which is a comprehensive, timely and reliable
report that describes the quality and safety of the healthcare provided by the service
provider.
The Quality and Patient Safety Division has developed a draft quality profile
framework, which is available on the HSE website and is working with divisions and
pilot sites in 2015 to support development and implementation of quality profiles at
local level.
A listing of the available guides is provided in the web-link document under the heading
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
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5
Quality Assurances (Appendix 2 of these schedules).
 Audit tools appropriate to service
 Service user inputs
 Service user experience surveys
 Service user evaluations
 Carer evaluations
 Service evaluations
 Staff engagement
 Staff experience surveys
The information recorded below should link to Schedule 3 Service Outcomes.
Where an external Accreditation system is in use this should be included, however where
possible this should be agreed in advance with the Executive, through the national
consultative forum.
3. Regulation
Service Providers must ensure they are aware of their statutory obligations with regard to
legislation and regulation.
Regulatory Bodies
A full listing of the main regulatory bodies/units, is available on the web link below.
http://www.hse.ie/eng/about/Who/qualityandpatientsafety/QPS_usefullinks/#table3
Regulation:
The following listing sets out those regulations which the Executive wish to highlight as particularly
relevant for the services under this arrangement. The list below may not be exhaustive and may be
added to as appropriate.
Generic may apply to all
Please ensure that the generic list of documents
is examined thoroughly and relevant
legislation, policy etc is complied with. Click
on web link below above to access.
Care Group Specific
Web Link to Older Persons specific
documentation listed below:
http://www.hse.ie/eng/services/publications/Non_St
atutory_Sector/Web_Links_to_Older_Persons_Sch
edule_Documentation_Jan_2016.doc
http://www.hse.ie/eng/services/publications/N Mental Health Acts 2001 - 2008
on_Statutory_Sector/Web_Links_to_Generic The Domestic Violence Act 1996 - 2002
_Schedule_Documentation_Jan_2015.doc
Health (Nursing Homes) Act 1990 - 2007
SI No 226/1993 Nursing Homes (Care &
Welfare) Regulations 1993
SI No 227/1993 Nursing Homes (Subvention)
Regulations 1993
SI No 223/1993 Nursing Homes (Fees)
Regulations 1993
SI No 236/2009 Care and Welfare of
Residents in Designated Centres for Older
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6
Persons
Health (Charges for In Patient Services)
Regulations 2005
Health (Repayment Scheme) Act 2006
Nursing Homes Support Scheme Act, 2009
National Standards for the Protection and
Welfare of Children (HIQA) July 2012
Children First – National Guidelines for the
Protection and Welfare of Children 2011
Interim Guide for the Development of Child
Protection Policy, Procedure & Practice (Tusla
March 2015)
4. Quality and Standard Codes of Practice
A: Quality and Standards in Place:
This section should specify the additional particular actions the Provider should be implementing to
ensure quality and service standards. This list may not be exhaustive and may be added to if
appropriate. Any of the internal policies and procedures may be requested by the Executive for review
and approval, in addition the Executive may seek evidence of the Provider’s compliance with same. The
Provider shall comply with any such request.
Generic May apply to all
Please ensure that the generic list of documents is
examined thoroughly and relevant legislation,
policy etc is complied with. Click on web link
below above to access.
http://www.hse.ie/eng/services/publications/Non
_Statutory_Sector/Web_Links_to_Generic_Sche
dule_Documentation_Jan_2015.doc
While it is your responsibility to ensure you are
aware of all relevant legislation, regulation and
standards applicable to your organisations services
the three below have been highlighted as being of
particular importance.
Safeguarding Vulnerable Persons at Risk of
Abuse National Policy and Procedures (HSE
2014).- Each organisation must cooperate with the
HSE in the implementation of the national policy for
Safeguarding Vulnerable Persons at Risk of Abuse
[incorporating services for elder abuse and for
persons with a disability] which includes the
appointment of a Designated Officer/liaison Person.
Organisations are also required to work in
Care Group Specific
Web Link to Older Persons specific
documentation listed below:
http://www.hse.ie/eng/services/publications/Non
_Statutory_Sector/Web_Links_to_Older_Person
s_Schedule_Documentation_Jan_2016.doc
Strategy to Prevent Falls and Fractures in
Ireland’s Ageing Population 2008
HSE Policy on Domestic, Sexual and
Gender Based Violence
National Strategy on Domestic, Sexual
and Gender-Based Violence 2010-2014
National Quality Standards for
Residential Care Settings for Older
People in Ireland 2009 (HIQA) (* Note Currently under review by HIQA. Revised
document due to be published in 2016)
Standards for Health Promotion in
Hospital (WHO) 2004
10 Steps to Healthy Aging
Nursing Homes Local Standards
Guide to Fire Safety in Existing Nursing
Homes and Similar Type Premises 1996
(Department of the Environment
Heritage and Local Government)
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
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7
partnership with the HSE Safeguarding & Protection
Teams which are being established to ensure that the
policy is implemented in a consistent manner across
all sectors.
Children First – National Guidelines for the
Protection and Welfare of Children 2011
National Standards for the Protection and Welfare of
Children (HIQA) July 2012
National Standards for the Protection and
Welfare of Children (HIQA) July 2012
Children First – National Guidelines for the
Protection and Welfare of Children 2011
Interim Guide for the Development of Child
Protection Policy, Procedure & Practice
(Tusla March 2015)
National Standards for Safer Better
Healthcare (HIQA) June 2012
National Policy and Procedure for
Safeguarding Vulnerable Persons at Risk of
Abuse December 2014
Policy on Protecting HSE Staff from Second
Hand Smoke in Domestic Settings (Nov 2014)
HSE Clinical Governance for Home Help
Service Roles and Responsibilities (Aug 2014)
National Guidelines & Procedures for
Standardised Implementation of the Home
Care Package Scheme 2010
National Standard Operating Procedure for
the Implementation of Intensive Home Care
Packages 2015 (INTERIM)
National Standard Operating Procedure for
Delayed Discharge Standard Home Care
Packages 2015
National Standard Operating Procedures
Enhanced Home Care Package Tender
Approved Provider List 2012
Standard Operating Procedure for
Monitoring Compliance with the Enhanced
Support & Personal Care Services Tender
Specific Requirements 2011
Home Support & Personal Care Services
Service Standards 2015 (Appendix 3)
Common Summary Assessment Report
(pending implementation of SAT)
Common Summary Assessment Report
Guidance Document
Healthy Ireland: A Framework for
Improved Health & Wellbeing 2013 –
2025
Integrated Care Guidance: A Practical
Guide to Discharge and Transfer from
Hospital (HSE 2014)
Medicines Management for Residential
Services Guidance Document (*Note Due to be published in 2016).
Medicines Management Standards for
Nurses & Midwives (*Note – Due to
published in 2016).
B: Codes of Practice:
This section should set out additional relevant codes of practice to be adhered to in relation to the
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
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8
services specified in Schedule 3 Service Delivery Specification. This should include any agreed local
and national codes of practice associated with such services. This list may not be exhaustive and may be
added to if appropriate. Any of the internal policies and procedures may be requested by the Executive
for review and approval, in addition the Executive may seek evidence of the Provider’s compliance with
same. The Provider shall comply with any such request.
Code of Practice –Generic may apply to all
Please ensure that the generic list of documents is
examined thoroughly and relevant legislation,
policy etc is complied with. Click on web link
below above to access.
http://www.hse.ie/eng/services/publications/Non
_Statutory_Sector/Web_Links_to_Generic_Sche
dule_Documentation_Jan_2015.doc
Code of Practice –Care Group Specific
Web Link to Older Persons specific
documentation listed below:
http://www.hse.ie/eng/services/publications/Non
_Statutory_Sector/Web_Links_to_Older_Person
s_Schedule_Documentation_Jan_2016.doc
Garda Clearance for all Employees in
direct contact with Clients is mandatory
A Code of Practice Dealing with the
Processing of Personal Data under the
Health (Repayment Scheme) Act 2006
National Policy and Procedure for
Safeguarding Vulnerable Persons at Risk of
Abuse December 2014
HSE Clinical Governance for Home Help
Service Roles and Responsibilities (Aug 2014)
National Guidelines & Procedures for
Standardised Implementation of the Home
Care Package Scheme 2010
National Standard Operating Procedure for
the Implementation of Intensive Home Care
Packages 2015 (INTERIM)
National Standard Operating Procedure for
Delayed Discharge Standard Home Care
Packages 2015
National Standard Operating Procedures
Enhanced Home Care Package Tender
Approved Provider List 2012
Standard Operating Procedure for
Monitoring Compliance with the Enhanced
Support & Personal Care Services Tender
Specific Requirements 2011
Code of Practice for Integrated Discharge
Planning 2008 (HSE)
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
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9
5. Quality Assurance and Monitoring of Quality and Standards
Quality Assurance:
This section should set out the requirements, if any, of the Executive in relation to participation of the
Provider in quality assurance programmes e.g. HIQA programmes. Any of the internal policies and
procedures may be requested by the Executive for review and approval, in addition the Executive may
seek evidence of the Provider’s compliance with same. The Provider shall comply with any such request.
Generic may apply to all
Care Group Specific
Please ensure that the generic list of
documents is examined thoroughly and
relevant legislation, policy etc is complied with.
Click on web link below above to access.
Web Link to Older Persons specific
documentation listed below:
http://www.hse.ie/eng/services/publications/Non_St
atutory_Sector/Web_Links_to_Older_Persons_Sch
edule_Documentation_Jan_2016.doc
http://www.hse.ie/eng/services/publications/
Non_Statutory_Sector/Web_Links_to_Generi
National Quality Standards for Residential
c_Schedule_Documentation_Jan_2015.doc
Care Settings for Older People in Ireland
2009 (HIQA) (* Note - Currently under
review by HIQA. Revised document due to be
published in 2016)
Serious Reportable Incidents
The Senior Accountable Officer is required to
immediately notify any ‘Serious Reportable Event’ to the
Divisional Office for Quality and Patient Safety in the
relevant Division (i.e. Social Care; Primary Care; Mental
Health etc) and to ensure that the incident has been
entered on the National Incident Management System
(NIMS) and on the Incident Information Management
System (IIMS). The relevant Divisional Office for
Quality and Patient Safety must notify the National
Incident Management and Learning Team (NIMLT) of
the HSE via the Incident Information Management
System (IIMS). A list of Serious Reportable Events is
available on the NIMLT page of the Quality Assurance
and Verification Division (QAVD) website:
http://hsenet.hse.ie/qav/nimlt
The Senior Accountable Officer is also required to
ensure that all incidents relating to patient care and
safety; staff safety; accidents, loss or damage to
property; incidents involving vehicles are appropriately
recorded on the State Claims Agency NIMS system.
National Standards for the Protection and
Welfare of Children (HIQA) July 2012
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
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10
National Standards for Safer Better Healthcare
(HIQA) June 2012
HSE Clinical Governance for Home Help
Service Roles and Responsibilities (Aug 2014)
National Guidelines & Procedures for
Standardised Implementation of the Home Care
Package Scheme 2010
National Standard Operating Procedure for the
Implementation of Intensive Home Care
Packages 2015 (INTERIM)
National Standard Operating Procedure for
Delayed Discharge Standard Home Care
Packages 2015
National Standard Operating Procedures
Enhanced Home Care Package Tender
Approved Provider List 2012
Standard Operating Procedure for Monitoring
Compliance with the Enhanced Support &
Personal Care Services Tender Specific
Requirements 2011
Common Summary Assessment Report (pending
implementation of SAT)
Common Summary Assessment Report
Guidance Document
Towards Excellence in Clinical Governance –
Framework to Quality, Safety & Risk 2009
National Policy and Procedure for Safeguarding
Vulnerable Persons at Risk of Abuse December
2014
Monitoring of Quality and Standards
This section should outline the plan/actions the agency has in place to monitor quality and
standards. This should include actions such as:

The development of a Quality Profile, which is a comprehensive, timely and reliable
report that describes the quality and safety of the healthcare provided by the service
provider.
The Quality Improvement and Patient Safety Division has developed a draft quality
profile framework, which is available on the HSE website and is working with divisions
and early adopter sites in 2016 pilot sites in 2015 to support development and
implementation of quality profiles at local level.
A listing of the available guides is provided in the web-link document under the heading
Quality Assurances (Appendix 2 of these schedules).
Examples
 Audit tools appropriate to service
 Service user inputs
 Service user experience surveys
 Service user evaluations
 Carer evaluations
 Service evaluations
 Staff engagement
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
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11
 Staff experience surveys
The information recorded below should link to Schedule 3 Service Outcomes.
Where an external Accreditation system is in use this should be included, however where
possible this should be agreed in advance with the Executive, through the national
consultative forum.
6. Quality and Standard Codes of Practice
A: Quality and Standards in Place:
This section should specify the additional particular actions the Provider should be implementing to
ensure quality and service standards. This list may not be exhaustive and may be added to if
appropriate. Any of the internal policies and procedures may be requested by the Executive for review
and approval, in addition the Executive may seek evidence of the Provider’s compliance with same. The
Provider shall comply with any such request.
Generic May apply to all
Care Group Specific
Please ensure that the generic list of documents is
examined thoroughly and relevant legislation,
policy etc is complied with. Click on web link
below to access.
http://www.hse.ie/eng/services/publications/Non
_Statutory_Sector/Web_Links_to_Generic_Sche
dule_Documentation_Jan_2015.doc
While it is your responsibility to ensure you are
aware of all relevant legislation, regulation and
standards applicable to your organisations services
the three below have been highlighted as being of
particular importance.
Safeguarding Vulnerable Persons at Risk of
Abuse National Policy and Procedures (HSE
2014).- Each organisation must cooperate with the
HSE in the implementation of the national policy for
Safeguarding Vulnerable Persons at Risk of Abuse
[incorporating services for elder abuse and for
persons with a disability] which includes the
appointment of a Designated Officer/liaison Person.
Organisations are also required to work in
partnership with the HSE Safeguarding & Protection
Teams which are being established to ensure that the
policy is implemented in a consistent manner across
all sectors.
Children First – National Guidelines for the
Protection and Welfare of Children 2011
National Standards for the Protection and Welfare of
Children (HIQA) July 2012
B: Codes of Practice:
This section should set out additional relevant codes of practice to be adhered to in relation to the
services specified in Schedule 3 Service Delivery Specification. This should include any agreed local
and national codes of practice associated with such services. This list may not be exhaustive and may be
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
Alterations to legal clauses or official text in this contract are strictly prohibited
12
added to if appropriate. Any of the internal policies and procedures may be requested by the Executive
for review and approval, in addition the Executive may seek evidence of the Provider’s compliance with
same. The Provider shall comply with any such request.
Code of Practice –Generic may apply to all
Code of Practice –Care Group Specific
Please ensure that the generic list of documents is
examined thoroughly and relevant legislation,
policy etc is complied with. Click on web link
below to access.
http://www.hse.ie/eng/services/publications/Non
_Statutory_Sector/Web_Links_to_Generic_Sche
dule_Documentation_Jan_2015.doc
Section 39 Older Persons Schedules 2016 Final – Revised 18/01/2016
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13
SCHEDULE 3
Service Delivery Specification
Purpose
This Schedule is intended to specify the functional details of the health and personal social
services which will be provided by the Provider in consideration for the Funding (as set out in
Schedule 6 Funding) provided by the Executive. The performance of the Services will be
monitored as set out in Schedule 4 Performance Monitoring.
This Schedule may be augmented by the addition of relevant reports and completion of excel
templates to allow for effective information management. The schedule is divided into four
parts:
Section 1
Service Overview - this should include a general overview of the services
provided and may be augmented by the addition of relevant reports.
Section 2
This section should include service location, description, scope and quantum of
services, service user numbers and catchment areas. This section may be more
suitably managed by the use of excel, and may be subject to a national standard
template, dependant on care group and services provided. (This will be made
known to you by your relevant HSE Contact)
Where service quantum is variable, and the funding provided is dependent on
the services provided, a description of the authorisation process and tariff per
unit of service should be included in this section and referenced in Schedule 6
Funding.
Section 3
Information is also required on the following aspects of the service
a) Service Outcomes
b) Staff Qualifications
c) Access, Referrals, Safeguarding, Admission and Discharge procedures
d) Performance indicators
e) Third Party contracting
Section 4
Additional Services - This section sets out the process to be undertaken to
increase the quantum and scope of services already agreed in this
Arrangement.
Section 1:
Service Overview:
Please provide a brief overview of the service provision - relevant Care Group e.g. intellectual
disability, physical & sensory disability, children services, social inclusion, mental health, older
persons etc. You may reference additional documentation if this would provide further context.
The statement of purpose as required by HIQA shall be consistent with the services described
and funded under this arrangement.
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14
If applicable, list additional documents appended:
Section 2:
The following information provides instruction on the content of Section 2 and may be
deleted and replace by the input as directed.
The format of this section will depend on the nature of the service and whether there are
quantifiable deliverables. The tabular format suggested below may not be suitable to
sufficiently capture the information in many certain cases. If this is the case, it may be more
appropriate to utilise excel for this section if the service quantum is diverse, and staffing and
funding information is available.
There are National Templates in use for specific services to ensure consistency of information
management. This will be made known to you by your HSE contact. These templates will
replace section 2 of this schedule and should be appended when this schedule is signed by
both parties.
Please complete this section to suit your particular requirements, ensuring that the minimum
general heading descriptions are incorporated.
Where service activity and payment are not determined but are managed by an agreed
approval process this should be detailed. Where this in ongoing and activity and funding can
be reasonably estimated this information should also be included clearly indicating that it is a
provisional estimated figure.
(Schedule 10 Change control will not be required for any activity and payments included).
Minimum headings
Premises at which service will be delivered
Description of Services
Scope and Quantum of Services to be
Provided (Quantitative)
No. of Service Users Availing of the
Service
Associated Staffing Resource
Associated
Costs
Associated Funding
This should clearly set out the premises from
which services will be provided and/or
alternatively, whether it is a home based service
etc and the associated Working Hours
This should specify and identify objectives,
nature and function of services that will be
delivered. This should also include the target
group for whom the service is designed
This should set out clearly the level of service
to be provided
This should indicate the number of clients
being provided with a service
This should identify the staffing associated with
the delivery of the service
This should identify the costs associated with
the delivery of the service and be split between
pay and non pay at a minimum.
This should identify all the relevant funding
streams supporting the service provision, and
separately identify client income, each state
funding agency/ Dept. and other funding
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15
Vacancies
streams.
This should identify any available unfilled
service quantum.
Notes for the provision of information for Section 2:
 Each separate service delivery location needs to be identified. Where separate distinct
services are provided from one location, it should be entered on separate lines to
identify each service quantum.
 Where information is available, or for new services, further columns should be
included identifying the direct staffing and funding associated with each separate
service quantum.
 A timetable between the provider and key contact needs to be agreed to provide a
detailed integrated service specification which provides service quantum, staffing,
costs and funding information for each unit of service delivery.
 Where the service provider is making premises available to the service, then this may
be highlighted in this schedule.
 Where vacancies exist within a service unit, these need to be clearly identified by the
inclusion of an additional information column.
Catchment Area(s) may be incorporated into template above. Otherwise, please provide
requested information
Where appropriate, this section should describe the catchment area for the services and a spatial
map if available should be attached. The Electoral Divisions of the catchment area (if known or
if appropriate) should also be listed.
(Please note that this section will not apply to all services, as some services will be demand led
regardless of a client’s home address.)
HSE Social Care Division – Services for Older People
Community Health Organisation:
Health and Social Care Networks
Primary Care Team/s
DED
National
Section 3:
a) Service Outcomes
This section needs to indicate the anticipated outcomes that the service will deliver so that they
can be monitored and evaluated. This is on the basis of an increasing emphasis on outcomes.
Do you have a Framework in Place to Measure Quantitative and Qualitative Outcomes? If so
please give details.
It should be noted that:

Cognisance needs to be taken not to marginalise the most disadvantaged or complex cases
in order to achieve better outcomes.
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
Initial intermediate outcomes e.g. number of persons signing up for training awareness
programmes, may be set out.
The information recorded below should link to Schedule 2 Quality and Safety
Examples could include.
 Number of clients returned home.
 Level of Outcomes achieved as anticipated in I.C.P.’s.
 Facilitating clients to reach their maximum potential.
 Number of clients maintained in their own home.
For each outcome specified above, please state results achieved with identifiers for the relevant
clients.
b) Staff Qualifications
This section should contain a statement regarding the registration and qualifications of
staff as appropriate.
The agency’s statement should contain a statement confirming that recruitment and selection
practices comply with the principles set out in the relevant Codes of Practice issued by the
Commission for Public Service Appointments (CPSA) and HSE HR policies on the recruitment,
selection, clearance/ vetting and contracting processes required for new appointments and for
promotions.
The statement should also confirm that the Agency only appoint staff who meet the relevant
HSE declared qualifications and experience appropriate to the position being filled and that the
qualifications has been validated by the relevant competent authority.
Reference should also be made to the Agency’s staff induction programme, training, on-going
education, personal or professional development as well as the structures and processes
employed to support staff in improving individual and organisational performance.
Reference should be made to those staff that are required by legislation, to maintain a valid
registration with the appropriate professional organisation, and the process the Agency has in
place to ensure that all such staff conform to this requirement.
(This section is the narrative which relates to the statistical data which will be returned in
Schedule 9 on Staffing Numbers)
Copies of policy documents should be attached or web referenced.
An outline of the skill mix employed and the appropriateness of this particular mix to meet the
needs of the client base should be included.
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c) Code of Conduct for Provider Personnel
The Provider shall have a code of conduct in place, with notification of same to all
Provider Personnel that reflects the principles outlined below:In the performance of their duties the Provider must and shall procure that its Provider
Personnel:
1. Maintain the high standards of service delivery by:
a. discharging responsibilities conscientiously, honestly and impartially;
b. always acting within the law; and
c. performing duties with efficiency, diligence and courtesy.
2. Observe appropriate behaviour at work by:
a. dealing with the public sympathetically, fairly and promptly; and
b. treating colleagues with respect.
3. Maintain the highest standards of probity by:
a. conducting themselves with honesty, impartiality and integrity;
b. never seeking to use improper influence, in particular, never seeking to use
political influence to affect decisions;
c. implementing and abiding by guidelines in respect of offers of gifts or
hospitality; and
d. avoiding conflicts of interest.
4. Act in good faith toward and in the best interests of the Executive by:
a. supporting the Executive and its personnel in the performance of its functions;
b. promoting the goals and objectives of the Executive and not undermining any
of them through action or omission;
c. ensuring any actions taken maintain public confidence in the Executive.
5. Act impartially in the performance of their duties.
6. Carry out duties in a party political neutral manner. Public political activities should
not, under any circumstances, be undertaken while undertaking services for the
Executive.
7. Ensuring that views or actions taken related to public political activities are not
presented or interpreted as official comment on behalf of the Executive.
8. Respecting the constraints of the law.
9. Must not improperly disclosing information gained in the course of their work.
10. Respecting the privacy of medical or personal information of patients/service users,
Provider Personnel or other health service business.
11. Maintain the highest standards of service in all dealings with the public.
12. Have due regard for State resources to ensure proper, effective and efficient use of
public money.
13. Show respect for colleagues, patients and service users including beliefs and values.
14. Not use their position to benefit themselves or others with whom they have personal or
business ties.
15. Not engage in outside business or activities which would in any way conflict with the
interests of their function.
16. Not receive or accept benefits of any kind from a third party which might reasonably
be seen to compromise personal judgement or integrity. All gifts and benefits received
must be disclosed to a more senior manager or designated person.
17. Not accepting hospitality of any kind from a third party which might reasonably be
seen to compromise personal judgement or integrity. Every care must be taken to
ensure that any acceptance of hospitality does not influence, or be seen to influence,
the making of decisions; and
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18. Ensure clear and appropriate standards are in place and notified to all Provider
Personnel in relation to all of the above.
19. Employees who are convicted of criminal offences, or given the benefit of the
Probation Act when tried for a criminal offence, must report that fact to their
employer. The employee must make such a report to his/her supervisor (who, in turn,
will advise the Director of Human Resources) or directly to the Director of Human
Resources.
d) Access, Referrals, Safeguarding, Admissions & Discharge Procedures
This section should set out (attach if more appropriate) the agreed policies and protocols in
operation for access criteria, referral, safeguarding etc. for service(s). It should include, when
required, agreement on access for all clients including those with greater levels of dependency
or behavioural problems. Attach, where appropriate, any policy documents in this regard to
ensure that everyone (client, families, HSE staff etc.) understands the criteria governing access
to, use of and discharge from the service. Any of the internal policies and procedures may be
requested by the HSE for review and approval and the Provider shall comply with any such
request.
For Providers with direct service provision such as day, residential or respite services the
Admission Discharge/Transfer policies are required to be submitted to the Executive.
Admission criteria and procedure should include an assessment and prioritisation process
agreed by the HSE:Generic may apply to all services
Care group Specific
Please ensure that the generic list of
documents is examined thoroughly and
relevant legislation, policy etc is complied
with. Click on web link below above to access.
http://www.hse.ie/eng/services/publications/
Non_Statutory_Sector/Web_Links_to_Gener
ic_Schedule_Documentation_Jan_2015.doc
Web Link to Older Persons specific
documentation listed below:
http://www.hse.ie/eng/services/publications/Non_St
atutory_Sector/Web_Links_to_Older_Persons_Sche
dule_Documentation_Jan_2016.doc
All Policies and procedures must reference
integration to the Primary Care Teams
where appropriate
National Guidelines & Procedures for
Standardised Implementation of the Home Care
Package Scheme 2010
National Standard Operating Procedure for the
Implementation of Intensive Home Care
Packages 2015 (INTERIM)
National Standard Operating Procedure for
Delayed Discharge Standard Home Care
Packages 2015
National Standard Operating Procedures
Enhanced Home Care Package Tender
Approved Provider List 2012
Standard Operating Procedure for Monitoring
Compliance with the Enhanced Support &
Personal Care Services Tender Specific
Requirements 2011
Home Support & Personal Care Services Service
Standards 2015 (Appendix 3)
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19
Common Summary Assessment Report (pending
implementation of SAT)
Common Summary Assessment Report
Guidance Document
HSE Clinical Governance for Home Help Service
Roles and Responsibilities (Aug 2014)
e) Performance Indicators
This section should specify the Performance Indicators needed by setting out details appropriate
to the service. This should include any relevant local and national standards and indicators,
where appropriate.
Please see National Service Plan Metrics for your Older Persons in Appendix 1 attached and
include relevant Performance Indicators here.
Relevant Service Plan Targets/Metrics will need to be included here. They are available on the
intranet site (web-link below).
http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/National_Service_Plan_201
6_Balance_Score_Card_PI_Suites.html
Any additional performance metrics as collected by Corporate Planning and Corporate
Performance Business Information Unit may also be relevant to this funding arrangement and
should be included.
All relevant National Performance Indicators should be included along with any locally agreed
performance indicators and cost containment measures and value for money initiatives.
Services should measure their performance over time to identify improvement or disimprovement against their own activity and national performance (where available).
f) Third Party Contracting
This section should provide full particulars of any third parties who are engaged by the Provider
to provide any part of the service (Please note that all new third party arrangements require
prior approval by the HSE in accordance with relevant Clause of the Part 1 Service
Arrangement)
This is for services as specified under this arrangement. It does not include non service user
contracting arrangements such as cleaning or catering etc.
Details to include:
Name and address of third party organisation.
Details of the services delivered, to include service location and quantum
Details of the agreements in place (copies to be provided if requested by the HSE)
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Section 4:
Additional Services
Where the scope of the Services provided pursuant to this Arrangement is increased, whether by
developing existing Services or introducing new Services, the increase must be authorised in
advance in writing by the Executive utilising the Change Control process in Schedule 10
Change Control.
A detailed specification for the Additional Services must be agreed in writing between the
parties to this Arrangement prior to any Additional Services being provided by the Provider,
including the range, type, and volumes of Services, together with the amount and timing of
payments due in respect of the Additional Services utilising the Change Control process in
Schedule 10 Change Control.
The contract Change Note under Schedule 10 shall be appended to this Arrangement and should
be in the general format of the functional headings as set out earlier in this schedule.
Elements to be covered should include.
 Location of service
 Description of service
 Quantum of service if applicable
 Start date of service
 End date of service if applicable
 Staffing implication
 Funding required current year
 Funding required full year costs
 Client identifier and profile either individual or general cohort description.
Templates may be advised by your HSE contact
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21
SCHEDULE 4
Performance Monitoring
Purpose
This schedule states the agreed performance management requirements. These have been
developed with reference to the Performance Indicators detailed within Schedule 3 (Service
Delivery Specification). This schedule also contains the associated reporting timetable
regarding reports and meetings. The level of performance monitoring will depend on the type
of service and the level of functions.
Information Requirements
The following table should outline the key information required to monitor the activity and
performance levels (tick as appropriate). This section aims to set out the list of reports that the
Provider must provide to the Executive to facilitate the performance management function. (Please
note that separate guidance as to the format of the individual reports i.e. financial, activity data,
P.I.s etc. will be provided).
Form
No.
Report Required
Annual
Bi-annual
Quarterly
Monthly
Financial Report/Management Accounts – Activity *
Financial Report – Governance
Activity Data – summary of services *
Activity Data – Admissions/Discharges/Relocations
Staffing reports
Review of Service Plan Priorities
Health Statistics (as relevant) to HSE
Bi-Annual Complaints reporting (As per Schedule 8)
Report on Complaints received by the Provider involving
alleged or suspected client abuse involving staff or
volunteers. Any complaints dealing with the above should
be advised to the key contact immediately. (As per
schedule 8)
Information returns as required for the monitoring of the
effects of all public sector agreements
** Key Performance Indicators:

Information and a template will be provided.

Please see National Service Plan metrics for your
Care Group in Appendix 1 attached and include
relevant Performance Indicator reporting
requirements here.

Additional performance metrics as collected by
Corporate Planning and Corporate Performance
Business Information Unit may also be relevant
to this funding arrangement and should be
included.
Notification of ‘Serious Reportable Events “to HSE
Quality & Patient Safety Division by email
(nationalqps@hse.ie)
The Senior Accountable Officer is required to
immediately notify any ‘Serious Reportable Event’ to
the Divisional Office for Quality and Patient Safety
in the relevant Division (i.e. Social Care; Primary
Care; Mental Health etc) and to ensure that the
incident has been entered on the National Incident
Management System (NIMS) and on the Incident
Information Management System (IIMS). The
As
relevant
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22
relevant Divisional Office for Quality and Patient
Safety must notify the National Incident Management
and Learning Team (NIMLT) of the HSE via the
Incident Information Management System (IIMS). A
list of Serious Reportable Events is available on the
NIMLT page of the Quality Assurance and
Verification Division (QAVD) website:
http://hsenet.hse.ie/qav/nimlt
The Senior Accountable Officer is also required to
ensure that all incidents relating to patient care and
safety; staff safety; accidents, loss or damage to
property; incidents involving vehicles are
appropriately recorded on the State Claims Agency
NIMS system.
Compliance with Children First National Guidance
for Protection and Welfare of Children 2011
1) Implementation and Compliance Checklist for
HSE funded Agencies
http://www.hse.ie/eng/services/list/2/PrimaryCare/chi
ldrenfirst/informationresponsibilities/Informationfor
HSEFundedAgenciesontheImplementationofandCom
pliancewithChildrenFirstNationalGuidance2011andth
eChildrenFirstAct2015.html
2) Training Needs Analysis Survey
http://www.hse.ie/FeedbackServer/fs.aspx?surveyid=
a5ad33e58674422959abe687128a2fd
Other – List
* Where information is available, and for new services, the financial reports should
separately identify each separate service, and link the service activity and staffing with the
funding allocated.
**Further information (definitions, calculations, etc) on the KPIs (Key Performance
Indicators) is available in the "KPI Metadata"
http://www.hse.ie/eng/services/publications/corporate/performancereports/
Review Meetings
This section should set out the schedule of review meetings appropriate to the level of funding
provided. (Please note that separate guidance is available in this regard)
Month
Description
Location
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Attendees
23
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24
SCHEDULE 5
Information Requirements
Purpose
This schedule sets out wider information requirements in the context of the service in question
and the obligations for the Provider to provide business critical information to the Executive
i.e. Annual Reports, Audited Accounts and other evaluation reports.
Information provided will be reviewed by the Executive for compliance with the terms of this
Service Arrangement.
The requirements set out in this schedule are without prejudice to the requirements set out in
relevant clause of Part 1 of this Arrangement.
The attached Template should outline the specific return requirements and the dates
submitted/required.
Annual Report
Details of the format required
The Provider shall provide an Annual Report to the Executive in respect of the services no later
than 30 September in each Year. The Annual Report will include the following minimum
information:





A general statement on the services provided;
Governance arrangements;
Report on the implementation of the Business Plan or equivalent;
Report required by Part 9 Section 55 (Complaints) of the Health Act 2004;
The Annual Audited Accounts.
Audited Accounts
Details of the format required
The Provider shall submit a copy of its final signed audited accounts and the auditor’s
certificate and report on the accounts to the Executive, including the management letter, within
the period specified by the Executive. For the avoidance of doubt, the expenses of the audit of
the Provider’s accounts shall be payable by the Provider.
The Provider shall publish the annual audited accounts for each financial year on the website
of the Provider (or in such other manner as agreed with the Executive).

The Provider shall ensure that the published annual audited accounts comply in all respects
with the disclosure requirements in respect of the Funding set out in the Department of
Public Expenditure and Reform Circular 13/2014 Management of and Accountability for
Grants from Exchequer Funds (including any interpretations or clarifications of such
requirements issued by the Department of Finance, Department of Public Expenditure and
Reform, Department of Health and/or the Executive), and as set out in that circular that the
annual audited accounts include the information outlined below in respect of Funding and
expenditure related thereto (as distinct from other funding or monies received by the
Provider during the Financial Year ) and from all other State bodies (for the purposes of this
clause, a “Grant”):
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25
a) Name of Grantor
The name of the grantor, specifying the exact title to be used in the report (e.g. Department
of Environment, Community & Local Government, Health Service Executive etc.). Where
the grant making agency is not a Government Department e.g. Pobal, the sponsoring
Government Department must also be recorded.
(b) Name of Grant
The actual name of the grant programme e.g. Rural Water Development Programme.
(c) Purpose of Grant
The purpose for which the funds are applied under the following headings:
- Pay and general administration
- Service provision / charitable activity
- specified others, including such expenditure as advertising, consultancy
(d) Accounting for Grants:
(i) The amount and term of the total grant awarded;
(ii) The amount of the grant taken to income in the current financial statements;
(iii) Where (ii) above differs from the cash received in the relevant financial period, a table
showing:
(a) The grant taken to income in the period
(b) The cash received in the period, and
(c) Any grant amounts deferred or due at the period end.

The Provider shall ensure that the published annual audited accounts separately identify the
following items:
o fundraising, and the proceeds thereof, received by the Provider; and
o monies generated from commercial or other activities of the Provider, and
specifying such activities.
Audits, Evaluations, etc
This section should set out details of any audit, evaluation, inspection, investigation or research
undertaken by or on behalf of the Provider or any third party in connection with the quality of
any or all of the services.
o Provide Title of each in Template attached to this Schedule
Other Information
This section should set out any other information requirements relevant to the particular
services being provided.
o Provide Title of each in Template attached to this Schedule
National Quality Standards for Residential Care Settings for Older People in Ireland 2009
(HIQA) – Inspection Reports. (*Note - Currently under review by HIQA. Revised document
due to be published in 2016)
The CEO is required to immediately notify any ‘serious reportable event’, previously known as
a ‘Never Event’, to the Quality Assurance and Verification Division of the HSE by email to
nationalqps@hse.ie A Listing of Serious Reportable events is contained in the HSE Safety
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26
Incident Management Policy 2014 (included below in Quality Improvement), Appendix 5 Page
29, web-link below:
http://www.hse.ie/eng/about/Who/qualityandpatientsafety/incidentrisk/Riskmanagement/SafetyI
ncidentMgtPolicy.pdf
The Senior Accountable Officer is required to immediately notify any ‘Serious Reportable
Event’ to the Divisional Office for Quality and Patient Safety in the relevant Division (i.e. Social
Care; Primary Care; Mental Health etc) and to ensure that the incident has been entered on the
National Incident Management System (NIMS) and on the Incident Information Management
System (IIMS). The relevant Divisional Office for Quality and Patient Safety must notify the
National Incident Management and Learning Team (NIMLT) of the HSE via the Incident
Information Management System (IIMS). A list of Serious Reportable Events is available on the
NIMLT page of the Quality Assurance and Verification Division (QAVD) website:
http://hsenet.hse.ie/qav/nimlt
The Senior Accountable Officer is also required to ensure that all incidents relating to patient
care and safety; staff safety; accidents, loss or damage to property; incidents involving vehicles
are appropriately recorded on the State Claims Agency NIMS system.
Compliance with Children First National Guidance for Protection and Welfare of Children 2011
1) Implementation and Compliance Checklist for HSE funded Agencies
http://www.hse.ie/eng/services/list/2/PrimaryCare/childrenfirst/informationresponsibilities/InformationforHSEFunde
dAgenciesontheImplementationofandCompliancewithChildrenFirstNationalGuidance2011andtheChildrenFirstAct20
15.html
2) Training Needs Analysis Survey
Annual Compliance Statement
Where required by the Executive, a Major Provider shall furnish a statement confirming
compliance with governance requirements to the Executive in such form, manner and intervals
as directed by the Executive.
“Major Provider” means a Provider who is in receipt of Funding of €10 million or greater per
annum or receives 50% or more of its gross receipts from the Executive (or similar State or
Government body).
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27
Governance Information Requirements
Provision of Information Template
Documentation Required
Tick box if document
provided, or give
date to be provided.
Date received
√
Commentary: (If
documentation
not provided,
reasons for non
provision)
Date to be
received
(where
delay is
agreed)
Annual Submissions Necessary
*Annual Report (Previous year)
(Mandatory annual Requirement)
*Audited Accounts (previous year)
(Mandatory annual Requirement)
*External Auditors Management Letter of Previous
Year
(Mandatory annual Requirement)
*Provider Response to External Auditors Management
Letter
* Where previous years reports/accounts not yet available, the latest available should be provided with a date agreed
for receipt of the previous years.
Tax Clearance Certificate
(Mandatory annual Requirement where no charity No.
exists may also be required in addition to charity number )
This requirement may be achieved by HSE verifying online
at Revenue.ie, if Agency Registration number and Tax
Clearance Number is provided in Schedule 1 Part B.
Business Plan or equivalent document as agreed by HSE
(Mandatory Requirement)
Insurance Policy documentation
(Mandatory annual Requirement)
See Schedule 7 for minimum requirements
Complaints Procedures
(as per Schedule 8)
(Mandatory Requirement, managed through Consumer
Affairs)
Senior Staffing (Schedule 9)*
Or Electronic
Version of
Staff complement (Schedule 9)*
Service Specification (Schedule 3)* Composite
Templates.
*(Mandatory annual Requirement)
Memorandum and Articles of Association or other
constitutional document
(Mandatory Requirement, Schedule 2 section 2)
List additional as required
Structure
Provide an organisational organagram outlining
 Agency structure,
 Reporting relationships
(Mandatory Requirement Schedule 2 section2)
HIQA Registration, Certificate
(Mandatory Requirement where Residential / Centre Based
Respite provided, Schedule 2 Section 4)
HIQA Statement of Purpose
Admissions & Discharge Policy
(Schedule 3 Section 3(c) mandatory for each direct service
provision provided)
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Code of Governance
Risk Management Policy
Policy for obtaining feedback from service users and
staff
Quality and Safety indicators
Safety Statement
Audits, Evaluations List below
Notification of ‘Serious Reportable Events “to HSE Quality
& Patient Safety Division by email (nationalqps@hse.ie)
Other additional Information required (list below)
When relevant
This section should set out any other information
requirements relevant to the particular services being
provided.
Compliance with Children First National Guidance for
Protection and Welfare of Children 2011
1) Checklist for HSE funded Agencies
http://www.hse.ie/eng/services/publications/Non_Statutory
_Sector/Compliance_with_Children_First__Checklist_for_Funded_Agencies_Jan_2015.doc
2) Training Needs Analysis Survey
http://www.hse.ie/FeedbackServer/fs.aspx?surveyid=a5ad3
3e58674422959abe687128a2fd
Annual Declarations
Mandatory
Yes
No
N/A
Comment If no provide
details / reasons / steps taken
etc. In separate submission
HIQA Registration Confirmation of Certification for all
relevant areas.
I confirm that all relevant Services have a valid HIQA
Registration.
National Policy in place for Safeguarding Vulnerable
Persons at Risk of Abuse
(i) Policy in Place
(ii) Designated Officer in Place
List additional as required
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29
Documentation Required
Submissions as required (may not be annual)
Memorandum and Articles of Association or other
constitutional document
(Mandatory Requirement, Schedule 2 section 2)
Complaints Procedures
(as per Schedule 8)
(Mandatory Requirement, managed through Consumer
Affairs)
Structure
Provide an organisational organagram outlining
 Agency structure,
 Reporting relationships
(Mandatory Requirement Schedule 2 section2)
HIQA Registration, Certificate
(Mandatory Requirement where Residential / Centre Based
Respite provided, Schedule 2 Section 4)
HIQA Statement of Purpose
Admissions & Discharge Policy
(Schedule 3 Section 3(c) mandatory for each direct service
provision provided)
Code of Governance
Risk Management Policy
Policy for obtaining feedback from service users and
staff
Quality and Safety indicators
Safety Statement
Audits, Evaluations List below
Policy/Procedure on Patient Private Property as per
Schedule 6.
Compliance with Children First National Guidance for
Protection and Welfare of Children 2011
1) Implementation and Compliance Checklist for HSE
funded Agencies
http://www.hse.ie/eng/services/list/2/PrimaryCare/childrenf
irst/informationresponsibilities/InformationforHSEFunded
AgenciesontheImplementationofandCompliancewithChildr
enFirstNationalGuidance2011andtheChildrenFirstAct2015.
html
2) Training Needs Analysis Survey
http://www.hse.ie/FeedbackServer/fs.aspx?surveyid=a5ad3
3e58674422959abe687128a2fd
Notification of ‘Serious Reportable Events “to HSE Quality
& Patient Safety Division by email (nationalqps@hse.ie)
Tick box if
document
provided, or
give date to be
provided.
Date received
√
Date to be
received
(where
delay is
agreed)
Commentary: (If
documentation
not provided,
reasons for non
provision)
When relevant
The Senior Accountable Officer is required to immediately
notify any ‘Serious Reportable Event’ to the Divisional
Office for Quality and Patient Safety in the relevant
Division (i.e. Social Care; Primary Care; Mental Health etc)
and to ensure that the incident has been entered on the
National Incident Management System (NIMS) and on the
Incident Information Management System (IIMS). The
relevant Divisional Office for Quality and Patient Safety
must notify the National Incident Management and
Learning Team (NIMLT) of the HSE via the Incident
Information Management System (IIMS). A list of Serious
Reportable Events is available on the NIMLT page of the
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Quality Assurance and Verification Division (QAVD)
website: http://hsenet.hse.ie/qav/nimlt
The Senior Accountable Officer is also required to ensure
that all incidents relating to patient care and safety; staff
safety; accidents, loss or damage to property; incidents
involving vehicles are appropriately recorded on the State
Claims Agency NIMS system.
List additional as required
Other additional Information required (list below)
This section should set out any other information
requirements relevant to the particular services being
provided.
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SCHEDULE 6
Funding
Purpose
This Schedule is intended to specify details of funding, payments and financial monitoring for
the health and personal social services which will be provided by the Provider. The
performance of the financial management will be monitored as set out in Financial Reporting
Schedule 4 Performance Monitoring.
Total Payments
Subject to Clause 4 of Part 1 of this Arrangement, the Funding to be paid by the Executive to
the Provider in consideration for the provision of the Services in accordance with the terms of
this Arrangement (including in respect of the first Financial Year of this Arrangement,
services provided from 1 January 2015 until the Commencement Date specified in Part 1 of
this Arrangement in accordance with terms and conditions in effect prior to the
Commencement Date) in the financial year commencing on 1st January [] 2016 and ending
on 31st December [] 2016 (the “Financial Year”) shall not exceed EUR [] €
.00.
The Executive will use its reasonable endeavours to notify the Provider of the level of
Funding in advance of the financial year.
FUNDING DETAILS (specific to this set of Schedules)
All funding provided to the Agency (for this set of schedules) should be included below,
including amounts paid by Electronic Fund Transfer (EFT), or other periodic payment
process, invoiced amounts, payments made according to activity levels with an estimate of
funding included if possible and a description of the authorisation and payment methodology.
This section must be completed by the HSE. (Information should be updated on the SPG
system)
Description
Total Funding for the year
Area
Amount €
Payment Method
€
The total to be paid should be detailed linking back to Schedule 3 Service Delivery
Specification.
Where this is a continuation of a prior year arrangement, changes to the allocation from the
previous year should be detailed.
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Description
Amount €
Core Funding – Lead Community
Health Area / LHO
Funding other Community Health
Areas / LHO’s
1
2
Funding other National HSE Offices
Other Amounts (Best estimate if
possible where actual not known)
Description of payment methodology
Total Funding for the year
The total to be paid should be detailed linking back to Schedule 3 Service Delivery
Specification where appropriate and/or setting out the various amendments if this is an annual
review of an existing service arrangement.
*Fixed Cash profile is outlined below:
Schedule of Payments to Provider Account Number: __________
Date
Details
Amount
Method
* will be issued in accordance with the rules applicable to the Health Service Executive’s
allocation as appropriated by the Exchequer each year.
Charging of Service Users
This section should set out the criteria and procedures for charging service users and the rates
that will be applied. In respect to home care services for Older Persons no contributions are
to be charged to service users for HSE approved & commissioned services.
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Patient Private Property
Where an organisation has charge of client’s private property, then an appropriate system of
administration and control, needs to be in place to ensure compliance with regulations.
Provide details below or append appropriate documentation.
Department of Public expenditure and reform Letter of Sanction 2015/2016 for DOH/HSE
VOTE-Requirements for funded agencies.
The HSE will make known to you directly any requirements in this regard, either below or
during the course of the year.
Procurement – Requirements for Funded Agencies.
-
Pursuant to the Government decision of April 2013, the HSE and all Service Providers funded
by the HSE are mandated to use contracts put in place by HSE Health Business Service (HBS)
Procurement and the Office of Government Procurement.
-
All expenditure over €25,000.00 must be advertised on the eTenders website. (Circular 20.04)
-
Details of the requirements are included in the appendix of web linked documentation under
Procurement and also via the HSE Website - local HSE HBS Procurement Personnel are
available for advice as required.
-
Having analysed their purchasing requirement each Service Provider must put in place a threeyear Procurement Plan, which must be reviewed annually. In light of the requirement to obtain
value for money, and making best use of staffing resources, there is a requirement to coordinate and aggregate these Procurement Plans, as appropriate.
-
Note:
A training video on Procurement compliance is available on the HSE Website
(www.hse.ie )
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SCHEDULE 7
Insurance
Purpose
This schedule sets out the mandatory minimum requirement that the Provider must have in
relation to insurance and liability cover, in addition to the indemnities provided under relevant
clause of Part 1 of the Service Arrangement.
1. Public Liability insurance with a limit of indemnity of €6,500,000 (€6.5 million) any one
occurrence, with an indemnity to the Executive arising from the provision of the Services,
which insurance will also cover claims arising from the activities of any sub-contractor
engaged by the Provider.
2. Employers Liability insurance with a limit of indemnity of €12,700,000 (€12.7million)
any one occurrence, with an indemnity to the Executive arising from the provision of the
Services.
3. Motor Insurance (if services involves use of motor vehicle by service provider on business
of the HSE) with a third party property damage limit of:
● €2,600,000 (€2.6million) where Agency turnover is under €40 Million
● €6,500,000 (€6.5million) where Agency turnover is €40 Million or over
any one occurrence with an indemnity to the HSE arising from the use of motor vehicle in
the provision of the Services.
4. Professional Indemnity
(a) Where appropriate, the Provider may apply for coverage under the Clinical Indemnity
Scheme in respect of professional medical services negligence.
(b) To the extent professional service is provided and not otherwise covered have Professional
Indemnity and/or professional medical services indemnity insurance in accordance with the
following thresholds or such other thresholds as may be specified by the Executive from time
to time:
Low risk: Professional Indemnity with a limit of indemnity of €2,600,000 (€2.6million) any one
occurrence. €1million up to €4million any one occurrence.
Medium risk: Professional Indemnity with a limit of indemnity of €4,000,000 (€4million) any one
occurrence. €4million up to €6.4million any one occurrence.
High risk: Professional Indemnity with a limit of indemnity of €6,400,000 (€6.4million) any one
occurrence. €6.4million up to €10million any one occurrence. (Significant risk may require higher
indemnity).
(This would not apply to those bodies who have the protection of the State Claims Agency
Clinical Indemnity Scheme). Enterprise Liability - Clinical Indemnity Scheme).
5. Other Insurances
Service Providers are responsible for ensuring that all appropriate insurances are in place,
insurances other than those outlined in this schedule may be required.
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SCHEDULE 8
Complaints
The National Advocacy Unit has developed systems with the Non-Statutory sector for the
submission of Policy and Procedure Documents and reporting schedules. This document and
reporting templates and explanations of headings are available for download from
http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/Complaints_Documentatio
n.html
Purpose
This schedule specifies the requirement for the Providers to have in place a complaints policy
in compliance with Part 9 of the Health Act 2004, and Health Act 2004 (Complaints)
Regulations 2006 (S.I. 652 of 2006). The Provider’s performance in complaints handling and
resolution will be monitored as set out in this schedule.
Timetable for submission of Policy & Procedures Document The Provider shall submit a
copy of their complaints policy to their relevant Consumer Affairs (CA) Area Office, who link
in directly with the Provider if any changes/ amendments are required for approval and will
validate the policy. The CA Area Office contact will advise the Provider and the Community
Health Area when the policy has been approved.
In the case of a national service provider, a copy of the complaints policy must be submitted to
the National Advocacy Unit
A list of area officers and their contact details are provided as an attachment to this Schedule
Date to be
Date to be
Amendments
Comments
Submitted by
Reviewed by (Yes/No)
Provider
Executive
The Key contact
should agree the
date the report
should be
submitted.
Alternatively if
the report has
already been
submitted, enter
the date it was
received.
The report
should be
submitted to
the relevant
Consumer
Affairs Officer
/ National
Advocacy Unit
as
appropriate.
This section will be
advised by the
relevant Consumer
Affairs Officer /
National Advocacy
Unit contact as
appropriate.
This section will be advised by the
relevant Consumer Affairs Officer
/ National Advocacy Unit contact
as appropriate.
General Report on Complaints Received by the Provider in accordance with Section 55(2)
of the Health Act 2004. Report to be submitted to the relevant Consumer Affairs Officer
and the key contact person as set out in Schedule 1 (contact details). Standard Template
must be utilised.
The Provider will submit returns on an agreed template to the relevant CA Area Office or
National Advocacy Unit contact on a bi-annual basis for the periods of January-June and JulyDecember. The deadline for the return of these templates shall be 20th July and 20th January
respectively. Any queries arising from the templates will be followed up by the Consumer
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Affairs Area Officers or National Advocacy Unit contact.
The Consumer Affairs Area Office will liaise directly with the Providers to ensure that statistics
are submitted on time and a reminder will issue one month prior to the deadline for submission.
Date to be
Date to be
Comments
Submitted by
Reviewed by
Provider
Executive
This section will be
advised by the
This section will be advised by the relevant
relevant Consumer
Consumer Affairs Area Officer.
Affairs Area Officer.
General Report on Reviews assigned to the Provider by the Executive under Section 49(4)
of the Health Act 2004. An agency must report on the number, nature and outcome of
any reviews it undertakes.
An agency must report on the number, nature and outcome of any reviews it undertakes.
Date Submitted by
Provider
Date Reviewed by
Executive
Comments
This section will be
advised by the
relevant Consumer
Affairs Officer /
National Advocacy
Unit contact as
appropriate.
This section will be advised by the relevant
Consumer Affairs Officer / National Advocacy
Unit contact as appropriate.
Report on Complaints received by the Provider involving alleged or suspected client abuse
involving staff or volunteers. Any complaints dealing with the above should be advised to
the key contact immediately. A record of same should be kept by the provider as follows.
This should also be submitted with the general report above.
Date
Submitted to
Provider
Referred to
HSE (Yes/No
and Date)? If
No, please
comment
Summary of
Action Taken
Date
Reviewed by
Executive
Comments
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37
Contact Details – Consumer Affairs
WEST
DUBLIN MID LEINSTER
CONTACT DETAILS
CONTACT DETAILS
Mr. Christopher Rudland,
Area Manager,
Consumer Affairs,
HSE West,
Merlin Park University Hospital,
Galway.
Tel:
091 775751
Fax:
091 771318
Email: Chris.rudland@hse.ie
Ms Debbie Keyes,
Area Manager,
Consumer Affairs,
HSE Dublin Mid-Leinster,
Block 4, Central Business Park,
Clonminch,
Tullamore,
Co. Offaly.
Tel : 057 93 57876
Fax: 057 93 57881
Email: Deborah.keyes@hse.ie
SOUTH
DUBLIN NORTH EAST
CONTACT DETAILS
CONTACT DETAILS
Mr. Liam Quirke,
Area Manager,
Consumer Affairs,
Office Complex,
Kilcreene Hospital,
Kilkenny.
Ms. Rosalie Smith-Lynch,
Regional Manager,
Consumer Affairs,
HSE Dublin North East,
Bective Street,
Kells,
Co.Meath.
Tel :
Fax:
Tel:
Fax:
056 7785598
056 7785549
046 9251264 / 049 4377343
049 4377379
Email: Liam.quirke@hse.ie
Email: Rosalie.smythlynch@hse.ie
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Contact Details – Consumer Affairs
WEST CONTACT DETAILS
For Donegal, Sligo and Leitrim contact:
Mr. Ken Lillis Consumer Affairs
HSE,
Area Officer
Navenny House,
Navenny Street,
Ballybofey,
Co. Donegal.
Tel:
074 9189153/4
Fax:
074 9130380
E-mail: FOI2@hse.ie
For Galway, Mayo and Roscommon contact:
Mr. Liam
Consumer Affairs
HSE West,
Quirke
Area Officer
Merlin Park University
Hospital,
Galway
Tel:
091 775373
Fax:
091 775858
E-mail:
liam.quirke@hse.ie
For Clare, Limerick and North Tipperary contact:
Ms. Sinéad
Kelleher
Consumer Affairs
Area officer
HSE West,
Tel:
31/33 Catherine Street, 1850 24 1850
Limerick.
Fax:
061 483350
E-mail: eolas@hse.ie
Area Manager:
Mr. Christopher Rudland,
Area Manager,
Consumer Affairs,
HSE West,
MerlinPark University Hospital,
Galway.
Tel:
Fax:
091 775751
091 771318
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DUBLIN MID LEINSTER CONTACT DETAILS
For Dun Laoghaire, Dublin South East, Dublin South City, Dublin West, & Wicklow
contact:
Mr John
Cullen,
Consumer
Affairs Area
Officer,
HSE Dublin Mid-Leinster,
Oak House, Limetree
Avenue, Millennium Park,
Naas, Co. Kildare
Tel:
045 880 494
E-mail:
john.cullen@hse.ie
For Kildare/West Wicklow, Dublin South West, Longford, Laois, Offaly, & Westmeath
contact :
Ms Wendy Consumer
Buckley
Affairs Area
Officer
Dublin Mid-Leinster,
Block 4 Central Business
Park,
Clonminch,
Tullamore,
Co. Offaly.
Tel:
057 93 57600
E-mail:
wendy.buckley@hse.ie
Area Manager’s Office Contact Details:
Ms Debbie Keyes,
Area Manager,
Consumer Affairs,
Block 4, Central Business Park,
Clonminch,
Tullamore,
Co. Offaly.
Tel : 057 93 57876
Fax: 057 93 57881
Email: Email
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SOUTH CONTACT DETAILS
For Cork & Kerry contact:
Ms. Evelyn Murray, Area Officer,
HSE South,
Aras Slainte,
Wilton Road,
Cork.
Tel:
021 4923774
Fax:
021 4923627:
E-mail: evelyn.murray@hse.ie
For Carlow, Kilkenny, Waterford, Wexford and South Tipperary contact:
Ms Sinead Byrne,
Area Manager, Consumer Affairs,
HSE South
Office Complex,
Kilcreene Hospital,
Kilkenny.
Tel:
056 7785598
Fax:
056 7785549
E-mail: sineadj.byrne@hse.ie
Area Manager’s Office Contact Details:
Ms Sinead Byrne,
Area Manager,
Consumer Affairs,
Office Complex,
Kilcreene Hospital,
Kilkenny.
Tel :
056 7785598
Fax:
056 7785549
Email: Email
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Dublin North East CONTACT DETAILS
For Cavan, Dublin (Dublin City north of the River Liffey, and Fingal County), Louth,
Meath and Monaghan
Louth, Cavan, Meath, Monaghan
Alexia
McKenna
Consumer Affairs HSE Dublin North
Area Officer
East,
Loughtee Business
Park, Drumalee,
Cavan, Co. Cavan.
Tel: 049/4377344
Fax: 049/4377379
E-mail:
alexia.mckenna@hse.ie
Dublin South East, Dublin South Central, East Wicklow
AnnMarie
Donohue,
Consumer Affairs
Area Officer
H.S.E. Dublin
North East
(Dublin North)
Unit 7
Swords Business
Campus
Balheary Road
Swords
Co. Dublin
Tel: 01 8908728
Fax: 01 8131882
E-mail:
Annmarie.donohue@hse.ie
Regional Manager:
Ms. Rosalie Smith-Lynch,
Regional Manager,
Consumer Affairs,
HSE Dublin North East,
Bective Street,
Kells,
Co.Meath.
Tel:
Fax:
046 9251264 / 049 4377343
049 4377379
Email: Rosalie.smythlynch@hse.ie
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SCHEDULE 9
Staffing
Purpose
The purpose of this schedule is to ensure that there is an effective monitoring process in place
to maintain the funded workforce (employment numbers and pay costs) within the agreed
levels for the delivery of the services specified in Schedule 3.
Employee Totals
This section should detail the employee totals which are associated with the services specified in
Schedule 3. This should give grade detail.
A National Standard Excel Template is available where numbers are high and may be a required
return.
Employment Monitoring Return
This section sets out the timetable for return of the employment monitoring report.
Date Due
Senior Staff
Date Received
Comment
MANDATORY REQUIREMENT
Please provide details of all staff in your organisation in receipt of salaries above €64,812 (equivalent to Grade 8 on
consolidated salary scales). Where your organisation is part of a group company any staff member who participates in the
management/administration of the services or agency funded under this Service Arrangement should be included.
Please complete 1 Template for your organisation and submit to your delegated HSE manager (or as instructed), where your
organisation has activity crossing more than one Area each relevant copies may also be requested by each local Community
Health Area.
A National standard Excel Template is available where numbers are high and should be used instead of this section.
and may be a required return.
Each Individual Salary should be entered separately; all payrolls should be included to show each individual total salary
package.
No requirement to name or uniquely identify the entries but each individual salary should have a separate line.
Provide Date of information
provided -
Position / Title
Annual Equivalent
Grade
(equivalent
to HSE
consolidat
ed Pay
scales)
Salary €
(annual
gross
salary for
2016
Allowances €
Pension €
(employers
contribution)
Other
Benefits
Cash
equivalent
€
Provide
details of
benefits
provided
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% Funded
by HSE
Detail the
CHO areas
funding the
position
43
Comments
SCHEDULE 10
Change Control
All requests for a variation to the arrangement should be accompanied by a completed and
signed copy of the Contract Change Note below:
Where service activity and payment are not determined but are managed by an agreed
approval process this should be detailed in schedule 3 and a change control is not required.
Where the services are in the main static but subject to changes as service users exit and enter
it is important that the Access, Referrals, Admission and Discharge Policies are agreed with
the Provider and include an authorisation process with the HSE (see schedule 3 section 3 d).
Changes to the service quantum under these authorised and agreed processes need to be
reflected formally by a Change Control / Schedule 10. It is a matter for the HSE Service
Manager and Provider to agree whether the change control process is activated for each
change, on a periodic basis or in an annual final Change Control / Schedule 10.
Contract Change Note
All requests for a variation to the arrangement should be accompanied by a completed and signed
copy of the Contract Change Note below:
Contract Change Note
Reference Number:
…………………………….
WHEREAS the Service Provider and the Executive entered into an arrangement for the supply of
Services dated [
] (the “Original Arrangement”) and now wish to amend the Original
Arrangement.
IT IS AGREED as follows:
1.
With effect from [
Contract Change Note:
] the Original Arrangement shall be amended as set out in this
[*Drafting Note: Full details of any amendments to the Original Arrangement should be inserted
here.]
Save as herein amended all other terms and conditions of the Original Arrangement shall remain in
full force and effect.
Signed by
…………………………………………
for and on behalf of the HEALTH SERVICE EXECUTIVE [PROVIDER]:
Date
…………………………………………
Signed by
…………………………………………
for and on behalf of [PROVIDER] HEALTH SERVICE EXECUTIVE:
Date
…………………………………………
* Elements to be covered should include.
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








Location of service
Description of service change
Quantum of service change if applicable
Start date of service change
End date of service change if applicable
Staffing implication of service change
Funding change required current year
Funding change required full year costs
Client identifier and profile either individual or general cohort description, involved in
service change.
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IN WITNESS WHEREOF this Arrangement is executed by the parties as follows:-
Signed by
for and on behalf of [PROVIDER]:
…………………………………………
Name: …………………………………
Date
……………………………………….
Title …………………………………..
Signed by
for and on behalf of the
HEALTH SERVICE EXECUTIVE:
…………………………………………
Name: …………………………………
Date
……………………………………….
Title: …………………………………..
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Appendix 1
Relevant Balanced Score Card and Performance Indicators Suite 2016
(Extract from relevant Operational Plan 2016)
Click on web link below to access
http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/National_Service_Pla
n_2016_Balance_Score_Card_PI_Suites.html
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Appendix 2
Legislation, Policies, Procedures, Codes of Practice
The web link documents provides, a hyperlink to all relevant documentation and have been
devised to provide a “generic” listing which is relevant for all funding arrangements and a
separate document for each service category mainly care groups. It is important that both
documents are considered, and relevant Legislation, regulation, standards, policies,
procedures and codes of practice are adhered to.
Please ensure that the Generic list of documents referenced in both Schedule 2 and Schedule 3 is
examined thoroughly and relevant legislation, policy etc is complied with.
Click on web link below to access
http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/Web_Links_to_Generic_S
chedule_Documentation_Jan_2016.doc
Please ensure that the Care Group Specific list of documents referenced in both Schedule 2 and
schedule 3 is examined thoroughly and relevant legislation, policy etc is complied with.
Click on web link below to access
http://www.hse.ie/eng/services/publications/Non_Statutory_Sector/Web_Links_to_Older_Per
sons_Schedule_Documentation_Jan_2016.doc
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Appendix 3
HOME SUPPORT
& PERSONAL CARE SERVICES
SERVICE STANDARDS
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49
Glossary of Terms
Authorised officer
Care Needs
Assessment
Common
Summary
Assessment
Report
Contracting
Authority
Data Protection
Law
Vulnerable Adult
Elder Abuse
Freedom of
Information Law
Person authorised by the Contracting Authority to sign the
Service Level Agreement with the Service Provider.
Identifies a Service Users dependencies and care needs in
order to ensure that appropriate care is provided in an
appropriate setting. This assessment will be carried out by
appropriate Contracting Authority healthcare professionals.
Combines assessment information from various sources,
creating a single, permanent and transferable report of the
information relevant to a decision on an individual’s care needs
at a given point in time.
The Health Service Executive (HSE)
The Irish Data Protection Acts, 1988 - 2003, where applicable,
as amended from time to time and any regulations or
enactments thereunder, together with any guidelines issued by
the Data Protection Commissioner, any relevant EU
regulations, directives, decisions or guidelines on data
protection or data privacy.
HSE Social Care Division for the purposes of the Vulnerable
Adults Policy 2014 considers a Vulnerable Adult as an adult
who may be restricted in capacity to guard himself/herself
against harm or exploitation or to report such harm or
exploitation.
Restriction of capacity may arise as a result of physical or
intellectual impairment. Vulnerability to abuse is influenced by
both context and individual circumstances.
“A single or repeated act or lack of appropriate action occurring
within any relationship where there is an expectation of trust
which causes harm or distress to an older person or violates
their human and civic rights” (Protecting Our Future, The
working group report on elder abuse 2002).
The Irish Freedom of Information Acts 1997 – 2003, where
applicable, as amended from time to time and any regulations
or enactments thereunder, together with any guidelines issued
by the Information Commissioner and any other relevant EU
regulations, directives, decisions or guidelines.
Home Care Plan
Plan developed between the Service User/family/informal
carers and the delegated officer of the Contracting Authority to
provide appropriate home care support based on the Care
Needs Assessment. It includes formal/informal care provision
for deficits in the Service User’s ability to undertake essential
activities of daily living and includes a risk assessment.
Home Care
The Contracting Authority person responsible for undertaking
Package Manager the assessment of need, developing and co-ordinating the
Service User’s plan, for monitoring its progress and for staying
in regular contact with the Service User and/or their
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Home Care
Support Worker
Respite Service
Personal care
Policy
Procedure
Representative
Risk
Service Provider
Service User
Service User’s
Service Guide
Timesheet
representatives and all other relevant stakeholders.
A person who works for the Service Provider which provides
home care services to people who live at home.
Services provided to support older persons at home and to
support the carer.
Includes assistance with acts of daily living.
A written operational statement of intent which helps staff
make sound decisions and take actions that are legal,
consistent with the aims of the Service Provider and the
Minimum Required Specifications, and in the best interests of
Service Users.
The steps taken to fulfil a policy.
A person/nominated contact acting on behalf of a Service
User, who may be a relative or a friend.
The likelihood of an adverse event or outcome. For Service
Providers this may relate to the health and wellbeing of Service
Users, staff and visitors.
The entity providing and managing the provision of home care
support services on a daily basis and is a Contracting Authority
provider
Person who is receiving the home care support service
Sets out the Service Provider's aims and objectives and the
range of services it offers.
A record of staff attendance in the Service Users home in
order to ensure care has been provided. Time Sheets can be
either manual which requires a staff signature or in electronic
form where staff clock in and out of Service Users home using
tele-monitoring systems. This record is submitted with
invoicing.
.
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Service Requirements
Specification 1: Principles of Service Delivery
It shall be the duty of the Service Provider to provide services to the Minimum
Required Specifications outlined below, to the satisfaction of the authorised
officer or other designated person.
1.1 The provision of person centred care is fundamental to the ethos of the service
provider.
1.2 The views, values and preferences of Service Users are actively sought and
respected. These are taken into account in the provision of their care.
1.3 Service Users receive care based on need, and which is respectful of their
age, gender, sexual orientation, disability, marital status, social class, family
status, race, religious belief, or membership of the Traveller Community (not
an exhaustive list).
1.4 Service Users are treated with consideration and respect.
1.5 Service Users dignity, privacy and autonomy are respected and protected.
1.6 Service Users and their representatives are assisted to make their decisions
and are supported in maintaining their independence.
1.7 Service Providers openly and actively communicate with Service Users.
1.8 Service Users are actively supported to maintain and improve their own health
and well being.
1.9 Complaints and concerns are promptly, effectively and fairly received,
addressed and acted upon. Service Users are communicated with and
supported throughout the process.
1.10
Service Users’ personal information is handled appropriately and their
personal confidences are respected.
Specification 2: Information
The Service Providers must provide Service Users with accessible, clear and
relevant information about the services and how Service Providers interact
with Service Users. It must include but not limited to
2.1 A Service User’s Service Guide setting out its aims and objectives, the range
of services it offers, the client group it services, contact details of Service
Provider, complaints’ management, information on service delivery policies
such as entry to the home, key holding, cover arrangements for leave,
supplies and equipment provided to Service Users and or their
representative’s, circumstances when service may be cancelled or withdrawn
including where there is temporary cancellation by Service User.
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Specification: 3 Communication
3.1 All staff must communicate with Service Users and their families in a
respectful and appropriate manner.
3.2 English is the language of choice unless otherwise specified by the Service
User/carer. Where possible in Gaelteacht areas, Irish speakers must be
provided where requested.
3.3 The Service Provider must ensure that all staff are competent to communicate
effectively with Service Users.
Specification 4: Confidentiality
4.1 All staff must treat information given by the Contracting Authority and Service
Users or their representatives in confidence, subject to the consent of the
Service User and exceptions provided for under Irish law. They must handle
information about Service Users in line with Contracting Authority policy and in
accordance with Data Protection Law and the Service Providers written
policies and procedures to ensure the best interests of the Service User are
maintained.
4.2 Confidentiality policy and procedures for sharing of information must be made
available to all Service Users and representatives.
4.3 The Service Provider maintains all the records required for the protection of
Service Users and the efficient running of the business in accordance with
Specification 17 and in accordance with Irish law.
Specification 5: Complaints
Service Providers will give a written commitment to the following and produce
evidence where appropriate:
5.1 The Service Provider will act in accordance with Part 9 (Complaints) of the
Health Act 2004
5.2 The Service Provider will at all times adhere to its policy and procedures
regarding the management of complaints including the stages and timescales
for dealing with any complaint.
5.3 The Service Provider must provide a written complaints policy to every Service
User that includes relevant contact details and procedures to follow in order to
make a complaint.
5.4 Service Users must be informed of the Contracting Authority’s policy Your
Service Your Say.
5.5 All complaints received, must be managed documented and retained in a
complaints log by the Service Provider for inspection by the Contracting
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Authority. The Service Provider shall have a system in place to analyse and
identify any patterns of complaints.
5.6 Complaints which pose a risk to the wellbeing of the Service User or the
Contracting Authority must be reported immediately to the authorised officer in
the appropriate Local Health Office and managed in close consultation
between all parties.
Specification 6: Protection of Service User
6.1 Service Providers shall take all steps necessary to eliminate the risk to Service
Users of abuse from Service Providers, other Service Users and others,
including physical or psychological ill-treatment, theft, misuse or
misappropriation of money or property, sexual abuse, neglect and acts of
omission which cause harm or place at risk of harm, while receiving care.
6.2 The Service Provider must maintain clear policies and procedures for the
protection and safeguarding the welfare of children, young people and
vulnerable adults and shall comply with all legal requirements and national
guidelines in particular the Department of Health & Children’s ‘Children First
Guidelines’ in respect of child protection, in addition to policies on the
protection of vulnerable adults and reporting of actual or suspected abuse.
6.3 The Service Provider must ensure that the employees understand the concept
of Elder Abuse and must have an Elder Abuse Policy in place that is in
compliance with the HSE National Elder Abuse Policy, Responding to
Allegations of Elder Abuse.
6.4 The Service Provider must have policies in place to ensure the protection of
older people and staff in the home which include the following;
 Elder abuse training programmes included in
induction and training
programmes
 Service Providers shall not withdraw services from a Service User without
prior consultation with the appropriate Contracting Authority staff.
 Service Providers shall cooperate with Contracting Authority legal advisers in
any legal proceedings that arise from allegations of abuse to Service Users.
6.5 Financial Abuse
 The Service Provider shall ensure that there are policies and
procedures for home care workers on the safe handling of
Service Users’ money and property as follows:

The amount and purpose of all financial transactions undertaken
on behalf of the Service User as agreed in the Home Care Plan,
including shopping and collection of pensions is recorded
appropriately on the schedule of services held in the Service
Users home (where feasible) and signed and dated by the home
care worker and the Service User /representative.

The home care worker will at all times provide receipts of
purchases and lodgements. Where Service Users are unable to
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take responsibility for the management of their own finances this
is recorded as part of the risk assessment and action taken to
minimise the risk, in consultation with family/or their
representative where possible.

The Service Provider shall ensure that they have a clear policy
on not accepting gifts of intrinsic value or cash, prohibiting
borrowing or lending money, selling assets on behalf of Service
User, selling goods or services to the Service User and any other
inappropriate financial transactions.

Policies regarding a Service User’s will and bequests must
preclude the involvement of any employee in the assistance with
or making of a Service User’s will or soliciting any other form of
bequest or legacy or acting as witness or executor or being
involved in any way with any legal document pertaining to the
Service User.
Specification 7: Security of the Home
7.1
Home care workers shall ensure the security and safety of the home
and the Service User at all times when providing home care support service.
7.2
The Service Provider must have clear procedures in place in relation to:
 Entering the homes of Service Users and key holding
 Being unable to gain access and dealing with emergencies
7.3




Identity cards must be provided for all home care support workers
entering the home of Service Users. The cards must display:
Photograph of the home care worker
The name of the home care worker and employing Service Provider
Date of issue and an expiry date which must not exceed 24 months from the
date of issue
The HSE logo can not be used by any Service Provider at any time.
7.4
The cards must be:
 Laminated or otherwise tamper proof
 Renewed and replaced within at least 24 months from the date of issue.
 Returned to the Service Provider when employment ceases
 For people with special communication requirements, there are clear and
agreed ways of identifying home care workers from the Service Provider.
Specification 8: Consent
The Service User is presumed to be capable of making informed decisions
except in the circumstances outlined in Criteria 8.4
8.1 The Service Provider shall have a policy that outlines the procedure for
seeking consent. The policy addresses when the Service User and/or their
representatives does not wish to consent and when the Service User lacks the
capacity to consent. The policy is consistent with Health Service Executive
policy and any guidance issued by professional regulatory bodies.
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8.2 The Service User’s capacity or lack of capacity to give informed consent on
one occasion is not assumed to hold true on another occasion.
8.3 The information provided to the Service User and/or their representatives, for
the purpose of informing choices, is given at the earliest opportunity and in a
manner that he/she and/or their representatives can understand in order to
ensure, as far as possible, that he/she and/or their representatives has
sufficient time to consider the information given and his/her options.
8.4 Where the Service Provider or any individual Home Care Support Worker has
reasonable grounds to suspect or believe that the Service User may not have
the requisite capacity to make informed decisions, they must bring this to the
attention of the Contracting Authority without delay. The Service Provider or
any individual Home Care Support Worker must not make any decisions on
behalf of a Service User who they reasonably believe or suspect to lack the
requisite capacity to make informed decisions, unless they have been directed
to do so by the Contracting Authority except in respect of emergency
circumstances.
8.5 Where written consent is required, forms are maintained within individual case
records.
Specification 9: Care Needs Assessment
9.1 The Care Needs Assessment will be developed by the Contracting Authority in
consultation with the Service User and where appropriate with their
family/representative. A Home Care Plan will be developed on the basis of the
Care Needs Assessment.
9.2 Provision and access to services will be determined by decision of the
Contracting Authority only in line with available resources.
9.3 The relevant Contracting Authority health professional will initiate a Care
Needs Assessment on receipt of a referral.
9.4 Informed consent must be obtained from the Service User or their
representative prior to undertaking a Care Needs Assessment.
9.5 A Care Needs Assessment for services will be undertaken by health
professionals as determined by the Contracting Authority.
9.6 In the absence of a national assessment tool, staff should continue to use
existing assessment tools to contribute to the completion of the Common
Summary Assessment Report (CSAR)
Specification 10: Home Care Plans
10.1
The Home Care Plan will be developed by the Contracting Authority in
consultation with the Service User and where appropriate with their
family/representative. The Service Provider will deliver the service as per the
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Home Care Plan.

The Service Provider ensures that a home environmental risk assessment is
undertaken prior to the delivery of service.

The Home Care Plan and Schedule of Services are provided to the Service
User and Service Provider and a copy is kept in the Service Users home.
Based on the Home Care Plan and Schedule of Services the home care
worker completes and signs the Service Provider’s Record of Service Delivery
at the end of every period worked. A copy of the Service Provider’s Record of
Service Delivery shall be kept in the Service Users home and be available for
monitoring and inspection.

All Home care services will be subject to regular reviews by the relevant
healthcare professional. Each Home Care Plan must have a review date and
changes to Home Care Plan can only take place in context of a review.
10.1
The Contracting Authority reserves the right to review a client and the
services being provided as appropriate.
10.2
Any assessment of the hourly needs of any Service User is a decision
to be made, at its sole discretion, by the Contracting Authority. If the Service
Provider or any individual Home Care Support Worker is of the view that a
Service User requires an alteration to their hourly needs, they must solely
bring this to the attention of the Contracting Authority without delay.
10.3
In the event that the circumstances/needs of the Service User change,
the Service Provider will report the details to the appropriate Contracting
Authority health professional who will arrange a review.
10.4
The Service Provider must make available appropriate staff to
participate/attend/contribute in reviewing of Home Care Plans as requested by
the Contracting Authority as part of the contract.
10.5
The Service Provider must provide clear contact details to enable the
Service User/ their family to contact the Service Provider in the event of the
Home Carer not turning up for work or due to any other unforeseen
circumstance.
Specification 11: Medication Management
11.1
The Service Provider shall ensure that they have a clear current written
policy on medication management which is adhered to by all staff. It identifies
the parameters and circumstances for assisting with medication; the policy is
supported by training. Training is updated in response to Service Users’
requirements. The policy will include the following:


Procedures for obtaining prescriptions and prescribed medicines and for
recording the information on the schedule of services
Assistance with prompting of medication is identified in the Care Needs
Assessment and is detailed in the Home Care Plan
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

Non nursing staff only provide assistance with prompting of medication and
record this in the schedule of services/Home Care Plan record
Assistance with prompting medication is with the informed consent and
authorisation of the Service User and or/their representative as per the
Home Care Plan agreed with the Contracting Authority & the Service
Provider
Human Resources
Specification 12: Recruitment
12.1
Best practice would indicate that all posts are filled following an open
competition for the purposes of obtaining the best candidate for the post. As
part of the recruitment process the following key aspects need to be fulfilled
and documented:
 The persons providing care must have undergone an face to face interview
which includes a thorough assessment of the candidates career history,
credentials
 Two written references must be provided, one of which must come from
the most recent employer and is followed up by a telephone call prior to
appointment.
 Verification of identity, Garda / international Police Clearance Certificate.
 All staff must furnish a medical certificate of medical fitness. Any medical
examination of any member of the provider’s staff required by the provision
of the contract shall be arranged and paid for by the provider
 Verification of qualifications & training claimed and ability to communicate
effectively in English language
 Each employee must have a written job description and written job
specification
 Work permit if required
 The Service Provider must have a formal contract of employment which
includes a probationary period with each of their employees
 Driving licence, car tax and car insurance must be provided to the Service
Provider if appropriate
12.2
Appropriate HR practices and policies are followed during the full
course of employment
12.3
Employees must not be assigned to provide paid care to a member of
their immediate family.
12.4
The Service Provider must ensure that its staff, maintains acceptable
levels of personal hygiene and there is an appropriate dress code including
footwear in place for all employees. Any motif or badge on a uniform provided
must only show the Service Provider’s name and or logo.
Specification 13: Training and Development
13.1
The Service Provider must ensure that there is a staff development and
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training programme that is reviewed and updated annually. This programme
will ensure that home care workers maintain their skills in order to fulfil their
roles in meeting the needs of clients.
13.2
Home Care Support Workers must receive induction training on
commencement of employment and prior to starting any care assignment.
Home Care Support Workers must be trained in, at least, the modules listed at
Appendix 1.
13.3
By the 1st of January 2012 all newly recruited Home Care Support
Workers and those in post less than one year, must have obtained the full (8
module) FETAC level 5 Award, or will be in the process of completing FETAC
level 5 Award with appropriate elective modules suitable for the role.
13.4
The Service Provider must ensure that minimum mandatory training
requirements for all home care workers are met and updated on an ongoing
basis.
13.5
Long standing care staff must have their competency and skills
assessed to determine their need for further training and suitable
arrangements are put in place to meet their identified training needs and or
Recognition of Previous learning (RPL) to FETAC level 5 Award within 12
months of the commencement of the Agreement.
13.6
All staff shall continue to receive relevant training and competency
assessments during their employment as necessary and in line with legislative
requirements.
13.7
A record of all completed staff training and development modules
undertaken are kept on file and shall be available for inspection by the
Contracting Authority, if required or requested.
Specification 14 Supervision of Staff
14.1
All home care staff must receive support from their line manager on a
regular basis.
14.2
Home care workers must have access to line managers during out of
hours and this must be demonstrated by the Service Provider.
14.3
Home care workers must receive supervision from an appropriate
relevant/designated person as required or deemed necessary.
14.4
Service Providers must have policies and procedures in compliance
with statutory regulations and relevant employment legislation.
14.5
The Service Provider’s staff is not permitted any visitors nor allowed to
bring anyone else with them to the Service User’s home while on duty, with
the exception of mentoring/supervisory/management staff from the agency.
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14.6
The Service Provider shall prohibit staff from smoking in Service Users’
homes or consuming alcohol at any time while on duty and shall not permit
any member of staff who is under the influence of alcohol or otherwise has
diminished capacity to work or attempt to work on behalf of the Contracting
Authority.
14.7
The Service Provider must have contingency plans in place in the event
that a worker does not turn up for work in a Service User’s home.
Governance and Management
Specification 15: Health and Safety
15.1
Health and Safety Policies and procedures must be submitted with the
Service Provider’s documentation.
15.2
The Service Provider shall ensure that their staff acts in full accordance
with the Health and Safety at Work Act 2005 and any other relevant legislation
whilst on the Service User’s premises or engaged in the provision of the
services on behalf of the contracting authority.
15.3
The Service Provider shall ensure that there must be a current infection
control policy in place with appropriate procedures in place for implementation
in line with national and international guidance. All staff caring for or interacting
with service users should be trained in the principles of standard precautions
(including hand hygiene) and transmission based precautions.
15.4
The Service Provider in accordance with relevant legislation, promotes
healthy and safe working practices through the provision of information,
training, supervision and monitoring staff under the following broad headings
which is not exhaustive:
 Infection control including protective clothing where appropriate
 Moving and handling
 Falls prevention
 Food safety
 Responsibility for notification to relevant Contracting Authority staff regarding
maintenance of equipment and machinery.
15.5
The Service Provider ensures that all significant events including
accidents, injuries, dangerous occurrences and incidents of fire are recorded
and are notified to relevant Contracting Authority staff.
15.6
The Service Provider must outline the range of personal protective
clothing they will provide to the Service Provider’s staff.
15.7
Service Providers must ensure that, as far as it is reasonable, working
conditions and practices secure the health, safety and welfare of their Home
Care Support Workers whilst at work.
15.8
The attention of Service Users, family members and representatives of
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Service Users, must be drawn to any potential risk to Home Care Support
Workers and to their general duty to provide a safe working environment.
15.9
Where a Home Care Support Worker will be required to work in a
Service User's home, Service Providers must carry out a Health & Safety risk
assessment. The risk assessment must be discussed with the Home Care
Support Worker before they are required to attend the Service User's home.
Specification 16: Governance and Accountability
16.1
The Service Provider must ensure that there is a management structure
in place, including clear lines of accountability, which enables the Service
Provider to deliver services effectively on a day to day basis
.
16.2
The Service Provider must ensure that there is a named person
responsible for the day to day management who will liaise with the Contracting
Authority. The Service Provider must provide copies of 2 references, garda
clearance and health fitness statement for this person. In the event that person
is replaced then the Service Provider must notify the Contracting Authority
within 7 working days and furnish the Contracting Authority with the same
information for the replacement person.
16.3
As outlined in Section 13, the manager of the Service Provider shall
ensure that all staff receive training in and are familiar with all current policies
and procedures in the delivery of care in the home setting. Clear evidence in
this regard shall be made available to the Contracting Authority if required or
requested.
16.4
The manager must ensure that applicable legislation, regulatory
requirements, e.g. to The Organisation of Working Time Act 1997, best
practice and relevant codes of practice are met.
16.5
The Service Provider must ensure that services are effectively planned,
managed and delivered to maintain the quality and safety of care when
demand, service requirements, resources or capabilities change.
16.6
Service Providers must operate within their stated scope and purpose
of care and proposed changes are communicated to relevant stakeholders
and necessary approval is sought, where applicable.
16.7
The Service Provider must ensure that there is evidence of a Human
Resource policy in place including grievance and disciplinary procedures.
Specifications 17: Records
17.1
All personal health information must be maintained securely, must be
up to date and in good order and must be constructed, maintained and used in
accordance with Data Protection Law and Freedom Of Information Law and
any other relevant legislation, regulatory and/or registration requirements.
17.2
Service Providers must have a clear policy on data protection and
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retention which is in compliance with Data Protection Law. All Home Care
Support Workers must be must be trained in, familiar with and adhere to these
policies.
17.3
Personal health information must be maintained for a period of time in
compliance with the Service Provider’s policy on data protection and retention
and in compliance with Data Protection Law and, in any case, for a minimum
period of eight years from the date of last contact with the Service User. At
the end of this period, records should be permanently annonymised or
securely destroyed.
17.4
Service Providers should take reasonable steps to protect the personal
health information they hold from misuse and loss and from unauthorised
access, modification or disclosure. These measures should be in compliance
with Data Protection Law.
17.5
Service Providers must ensure that their policy on data protection and
retention includes provision for the transfer of personal health information to
another Service User and/or to the Contracting Authority in the event of the
Service Provider ceasing to provide services under the Framework Agreement
for any reason.
17.6
A copy of the Home Care Plan must be maintained at the Service
User’s home and must be made available, subject to the informed consent of
the Service User, to all health care professionals involved in the Service
User’s care and to the Contracting Authority.
Specification 18: Financial Procedures
18.1
Systems are in place so that accurate calculation can be made of the
charges for the service, to submit invoices regularly and to identify and follow
up on late payment.
18.2
Monthly returns of all work carried out on behalf of the Contracting
Authority with a breakdown e.g. of type of work, hours, which will be submitted
on a monthly basis or as agreed locally.
18.3
Time sheets must be signed by the home care worker and Service
User/representative to verify service provision.
Specification 19: Policies and Procedures
(See Appendix 2 for list of policies)
19.1
The Service Provider implements a clear set of current policies and
procedures to support practice and meet the requirements of legislation, which
are dated and monitored as part of the quality assurance process. The policies
and procedures are reviewed and amended at a minimum of two years or less
if required.
19.2
The Service Provider must ensure staff are trained and are familiar with
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current policies, procedures and codes of practice. In addition Service Users
and or their representative have access to relevant information on the policies
and procedures as appropriate.
19.3
The Contracting Authority reserves the right to request and inspect all
relevant policies and procedures in the power, procurement and/or control of
the Service Provider in relation to the Services.
Specification 20: Quality Control
7.5 The Service Provider shall have satisfactory controls in place to ensure that
services specified in the Home Care Plans of individual Service Users are
delivered.
7.6 There is an effective system for continuous quality improvement based on the
outcomes for Service Users, in which guidelines and indicators to be achieved
are clearly defined and monitored on a continuous basis by home care support
workers and their line managers.
7.7 The Service Provider must provide details of all quality programmes including
quality audits to the Contracting Authority on annual basis.
7.8 There is a process and a procedure for consulting with Service Users and/or
their representatives about the home care support service on a regular basis
to include:
 A visit to Service Users undertaken by a supervisor or manager and
combined, where appropriate, with a review of the home care support plan or
monitoring the performance of the home care support worker
 Feedback is actively sought from the Service User and/or their representatives
on an on-going basis on the services provided. The Service Provider shall
clearly demonstrate how the impact of the Service User’s and/or their
representative feedback informs reviews and future planning.
7.9 The Service Provider shall co-operate with the Contracting Authority on
organisational reviews/service evaluation that the Contracting Authority may
be require to undertake. (See Appendix 3)
7.10
The Service Provider will ensure that their staff’s attendance is
recorded accurately. Proof of such attendance and records of staff’s
attendance must be available to the Contracting Authority, if required, for a
period no less than the statutory requirements in relation to record keeping.
7.11
The Service Provider will give a commitment that, wherever possible,
services to individual Service Users will routinely be delivered by the same
worker; alternative workers may provide services when the assigned worker is
sick or on leave. In such cases, the Service Provider manager will notify the
Service User with regards to the change of new worker in an appropriate and
timely manner and Service Provider must provide evidence of a policy
outlining circumstance’s where a worker might be changed.
7.12
The Contracting Authority shall reserve the right to review a Service
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User and services being provided at any stage.
7.13
The Service Provider shall appoint a person to be the Manager
responsible for the satisfactory delivery of contracted services and shall inform
the Contracting Authority of the identity of any person so authorised.
7.14
The Service Provider shall inform the designated officer in the
Contracting Authority promptly of any unresolved problem(s) concerning the
provision of the services.
Specification 21: Non-Discrimination
21.1
The Service Provider must not discriminate unlawfully against Home
Care Support Workers, people applying for positions as Home Care Support
Workers, Service Users, their families or representatives, on the grounds of
their age, gender, sexual orientation, disability, marital status, social class,
family status, race, religious belief, or membership of the Traveller Community
(not an exhaustive list).
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Appendices
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Appendix 1
List of Training Modules
Training at induction must at a minimum include the following;
Client Moving & Handling
Elder Abuse incorporating training in the Safeguarding Vulnerable Persons at Risk of
Abuse National Policy & Procedure 2014
All aspects of Personal Care including maintenance of skin integrity
Activities of Daily Living
Medication management
Client dignity and respect
Advocacy
Confidentiality
Communication
Dementia
Management of challenging behaviour
Basic continence care
Food hygiene
Infection control
Health and safety to include safe working practices and emergency protocols
Service provider’s policies and procedures
This list is not exhaustive. Ongoing training and updating of skills and competencies
needs to be undertaken as per the required Minimum Standards.
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Appendix 2
Policies and Procedures
The following list of policies and procedures in accordance to the Minimum Required
Standards should be in place (list not exhaustive):





















Mission statement outlining ethos of organisation
Service User’s Service Guide
Confidentiality & Data Protection
Complaints Process and Management
Protection of Service User
Protection of Children and Vulnerable Adults
Financial Abuse
Security of the Home
Consent
Home Environment Risk Assessment
Delivery of the Home Care Plan
Dealing with Challenging Behaviour
Medication Management
Recruitment to include copies of Employee Contract & Job Descriptions &
Specifications
Staff Development and Training
Induction
Mandatory Training
Supervision of Staff
Health and Safety
Record Keeping`
Quality Controls
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