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Service Specification 
Provision of:
Domiciliary Care and
Individualised Short Breaks
In North Lincolnshire 
YORtender Reference Number
DN335774
1. Background and Introduction





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North  Lincolnshire  covers  an  area  of  approximately  85,000  hectares  on  the  southern  side  of  the 
Humber estuary. The Authority includes a large agricultural area that encompasses small market towns 
and villages, as well as a substantial urban area that includes the town of Scunthorpe.
North Lincolnshire has a population of 169,247 
people  in  both  urban  and  rural  communities 
(ONS:  May  2014).  The  urban  areas  of 
Scunthorpe,  Bottesford  and  Barton  are  the 
major  employment  and  service  centres  and 
accommodates  over  half  of  the  total 
population.  
The  North  Lincolnshire  Council  strategy  sets 
out  the  Authorities  vision  which  is  to  develop 
‘aspiring people and inspiring places’. Our five 
organisational  priorities  guide  the  work  of  the 
Authority  and  ensure  our  contribution  to 
achieving our vision for North Lincolnshire. 
Strategic Direction
The council’s Services for Adults Plan 2017-2020 and the North Lincolnshire Children’s Strategy 2020, 
provides some shared, essential language for what matters and how we are driving forward. Into every 
partnership arrangement that we sustain, we engender an ambition for ensuring vulnerable adults and 
children achieve outstanding outcomes – this is our binding ambition and underpins the content of the 
whole contract.
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Link to NHS domains (All lots)
The services described in this specification contribute to the following of the five NHS domains:
• Domain 1 -  Preventing people from dying prematurely
• Domain 2 -  Enhancing quality of life for people with long-term conditions
• Domain 3 -  Helping people to recover from episodes of ill-health or following injury
• Domain 4 -  Ensuring people have a positive experience of care
• Domain 5 - Treating and caring for people in a safe environment and protecting them from 
avoidable harm
Introduction to the Domiciliary Care Recommissioning
North  Lincolnshire  Council  are  committed  to  working  collaboratively  with  partners  to  transform  and 
develop services for Adults and Children within North Lincolnshire.
Extensive work has been carried out in the re-commissioning of our domiciliary care arrangements for 
adults and children with the inclusion of a Children’s Individualised Short Breaks Service. 
This critical service has required extensive consultation with our Service Users and the sector to ensure 
the  final  model  provides  an  efficient  and  effective  model  that  achieves  the  outcomes  required  for 
individuals using the service. 
Feedback  received  from  the  three  previous  Requests  for  Information  (RFI)  and  a  Preliminary  Market 
Consultation has been incorporated into the model set out within this specification.
North Lincolnshire Council seeks to commission domiciliary care providers to join this framework in order 
to deliver care and support for vulnerable adults and children across the North Lincolnshire area.
Aims of the Service 
The aim of Domiciliary Care Services is to support families in the home to maximise their independence 
whilst recognising that some Service Users require a long term service as an alternative to care home 
provision. 
The  aim  of  the  Short  Breaks  Service  is  to  provide  Parents  /  Carers  of  disabled  children  and  young 
people a break from their caring role. This is achieved through one-to-one outreach and support in the 
home with personal care.
Service  Users  will  be  made  aware  of  their  rights  and  responsibilities  related  to  their  care.  Meeting  the 
outcomes within this specification ensures that care is not merely provided; rather the Service User feels 
a genuine sense of compassion and sensitivity when experiencing the service.
The  service  will  incorporate  robust  safeguarding  practice  and  must  provide  safe,  high  quality  care  for 
vulnerable adults, children and young people.
Children’s  Domiciliary  Care  and  Individualised  Short  Breaks  Services  will  be  delivered  under  this 
specification with Service Users and their families directing the way their care is delivered.
 
The Service
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This requirement of this service is to deliver a care and support service for vulnerable adults, children 
and young people. Further details relating to each lot is detailed within Appendix 1 of this document.
The below table details the breakdown of the number of lots within this framework, the activity data is 
estimates, only based on existing knowledge.
Approximate number 
Number of 
Lot
Description
of people currently 
providers
receiving the service
The provision of Domiciliary Care by 
1
7
600
geographic areas
The provision of care through Service User 
2
25
N/A
choice
The provision of care at Ashby Meadows 
3
1
46
Extra Care Scheme
4
Complex Physical / Neurological conditions
6
50
Complex Learning Disability and / or Autistic 
5
6
30
Spectrum Disorder
6
People with mental health conditions
6
30
7
Provision of Roving Nights Service
1
24
Children’s Domiciliary Care and 
8
3
50
Individualised Short Breaks Service 
This service specification sets out how the care provider will deliver a Domiciliary Care Service to enable 
Service Users to:
• Have a positive experience of care
• Maintain their emotional wellbeing
• Live within a safe environment
• Be protected from avoidable harm
• Be prevented from dying prematurely
• Recover from episodes of ill health
• Continue to live as healthy a life as possible.  
Supporting Transition
North  Lincolnshire  Council  recognises  the  importance  of  supporting  young  people  with  Special 
Educational  Needs  and  Disabilities  (SEND)  and  their  families  in  preparation  for  adulthood.  We  are 
committed to ensuring that the transition to adulthood is well planned, integrated, person centred, and 
takes place when it is felt to be of significant benefit to the young person and their family/carer.
A  requirement  in  delivering  services  under  this  framework  is  that,  providers  will  agree  to  support  and 
maintain  services  through  the  transition  period  from  Children’s  to  Adults  Services  in  line  with  North 
Lincolnshire Councils Transition to Adulthood.

There  is  an  expectation  that  providers  who  are  delivering  services  to  children  will  work  closely  in 
partnership  with  North  Lincolnshire  Council,  to  identify  young  people  as  they  approach  transition  to 
ensure a safe and seamless transfer from a Children’s care provider to an Adults care provider. 
Providers  of  both  Adult  and  Children’s  Domiciliary  Care  and  Individualised  Short  Breaks  Service  will 
have a sound understanding of North Lincolnshire Councils Transition to Adulthood plan and ensure that 
this is fully considered at the earliest point during the transition process.
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In  addition  to  this  providers  will  ensure  explicit  communication  with  the  individuals  and  their  family  to 
support them through their journey from Children’s to Adult Services.
Providers  will  also  work  in  close  partnership  with  any  other  agencies  that  may  be  also  supporting  the 
families.
Working with Others to Achieve Joint Outcomes
Adults Lots 1 - 7
Care providers will work closely with professionals from North Lincolnshire Council Adults Social Care.
This will include, but is not limited to:
• Receiving referrals
• Joint reviews
• Contract monitoring
For the provision of care at Ashby Meadows Extra Care Scheme (lot 3), the provider will have a close 
relationship with the property landlords, as described in the relevant sections of this specification. 
In line with the collective ambition of the Health and Wellbeing Board Integration Statement, to empower 
our local population, a set of guiding principles for care provider has been developed.
The  principles  are  based  on  comments  and  Service  User  feedback  collected  between  June  and  July 
2016 and was conducted through Expert by Experience Workshop sessions. 
The principles describe a framework for quality under the following headings for care provider and others 
working with vulnerable adults and carers:
• Early Help, Prevention and building Community Capacity
• Enabling Choice and Control
• Tailoring Support
• Co-ordinating Care and Support
The guiding principles will be shared with Service Users to inform them about the standards of care to 
expect from their provider.
Children’s Domiciliary Care and Individualised Short Breaks Service Lot 8
The provider will work with partners and relevant agencies, where appropriate, to contribute to delivering 
service outcomes. Partners and agencies will include the following:
• Other Domiciliary Care Support Service Agencies
• Providers of community services (education support, meals, laundry)
• Group Based Short Breaks and other providers of children services 
Engagement with Stakeholders and Partnership Working 
The Provider will maintain efficient working relationships with allied services, agencies and stakeholders, 
including  those  from  the  Voluntary  and  Community  Sector,  to  enhance  the  quality  of  service  delivered 
and opportunities for Service Users and their families.
Service Outcomes and Performance
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This section of the specification describes the requirements of service and Service User outcomes that 
the provider must fulfil under the five headings; Effective, Responsive, Caring, Safe and Well Led. These 
headings match the outcomes used by the Care Quality Commission inspection reports for Domiciliary 
Care services. 
The  care  provider  must  be  flexible  in  delivering  the  care  and  achieving  the  outcomes  required,  in  line 
with the Service Users assessed needs and the care and support plan according to this specification. 
This  framework  has  been  designed  using  an  outcome  focused  methodology  that  will  shape  the 
monitoring  of  the  contract.  This  approach  enables  both  provider  and  commissioner  to  evidence  that 
service outcomes are being delivered.
Evidence  and  practice  against  the  outcomes  and  service  delivery  listed  below  will  be  a  requirement 
across all lots in this framework.  Any additional service or performance requirements specific for each 
individual category are detailed in Appendix 1.
Outcome 1 – Effective
Service Users are experiencing a service that actually makes a difference to their lives.
What success will look like?
 Service Users will have a care and support plan that considers their aspirations, needs and 
priorities, as well as what gives them peace of mind, and makes them feel as safe and healthy 
as they can be.
 Service Users will not be in hospital for longer than needed.
 Service Users will have a life in their community.
 The service is effective in providing high quality care.
To deliver this outcome you will:
 Demonstrate that a Service Users outcomes have been set, reviewed and achieved. 
 Allocate each Service User a key worker who should have a good understanding of the Service 
Users past and current circumstances and their wishes for their future.
 Be flexible in delivering care in line with the Service Users assessed needs, personal 
preferences and the care and support plan according to this specification.
 Have a process to ensure there is a consistent staff group to deliver care and support to 
services users, and that the views, wishes and preferences of the Service Users are 
considered on an ongoing basis.
 Participate in a joint process (with Service User / their representative / professional) of an 
annual review of the support for the individuals/family carers to ensure care continues to 
deliver the individuals outcomes and to review any concerns raised.
 Contribute to the prevention of hospital admission, re-admission and enable prompt discharge 
back into the community.
 The care provider will have systems in place to capture progress towards achieving the Service 
User outcomes as identified through the care planning processes.
 Improve quality of life for the person, with due respect for their family members or carers.
 Employ staff that have or can develop skills and experience to meet the needs of the service 
users, including accommodating changing needs and the progression of dementia or other 
cognitive impairment conditions. 
 Have a role in providing an element of Social Value. In keeping with the Council’s commitment 
to ensure that the services it commissions create additional social value to local communities, 
the care provider will be required to have a role to provide an element of social value within the 
service it delivers and the contact it has with service users. This will be achieved by:
 Staff making links with the Community Wellbeing Hubs in the area close to where the 
Service Users live, in order to make themselves aware of community activities and 
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events that are available to service users.
 Staff will provide an indirect link between Service Users and their community.
 Encourage Service Users to participate in their community of choice by:
 Supporting access to leisure, healthy lifestyle activities and life-long learning. 
 Supporting to access all universal, public and commercial services.
 Supporting access to transport, mobility and other care providers.
 Assistance to maintain employment where requested.
 Being made aware of volunteering opportunities.
 Being supported in relationships with others, by maintaining existing relationships and 
developing new ones.
Outcome 2 – Responsive
Service  Users  feel  confident  that  the  service  responds  to  their  changing  care  needs  in  a  timely 
manner.

What success will look like?
 The Service User is in control and directs their care. They are involved in managing decisions 
about their care, the activities of daily living and that their contributions shape the care provided 
to them. 
 Services users are aware of their rights and responsibilities related to their care.
 Service Users receive a prompt response from enquiries made to the provider. 
To deliver this outcome you will
 Be responsive and proactively aware of the changes in Service Users level of need, 
responding accordingly with the aim of prevention of any escalation in needs and potential 
crisis.
 Services will be available 365 days (366 in leap years). The minimum time allocated for 
Service Users visits will be 30 minutes, unless agreed otherwise between the commissioner 
and the provider.
 Commence service seamlessly, through:
 Ensuring continuity of care through working with the service user.
 Maintaining quality care in line with the Service Users choice, the quality of their life, 
through regulations and performance.
 Minimising disruption to the Service Users care due to any unexpected or unforeseen 
external circumstances.
 Ensuring communication arrangements are agreed at the outset between the service 
users, their family and the provider. 
 Facilitating any transfer of services, either between; providers, a hospital setting or to 
support discharge from the Councils rehabilitation and reablement service. The transfer 
should be undertaken in the agreed timescales to ensure continuity and focus on 
maximising independence.
 Ensuring a smooth transition of care between service providers, including when the 
Service User is leaving the providers service.
 Ensure service delivery is available as follows: 
 Ensuring the times of service delivery considers Service User preferences, and where 
these are not being met, negotiates and agrees a plan to achieve a mutual solution, 
these will be documented within the care records and in a central record.
 Enabling flexibility for the time and length of service delivery to account for variations in 
the Service Users needs, aspirations and plans.
 Ensuring that the number of different staff members delivering a package of care and 
support is minimised whilst being proportionate to the size and structure of the package 
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and due regard for Service Users preferences.
 Ensuring visits of less than 30 minutes are only provided for specific tasks or checks 
that have been agreed with the commissioner and are documented in the Service 
Users care plan. Visits of less than 30 minutes will be avoided wherever possible within 
the care planning process.
 Have a system in place to ensure communication between service users, staff and office 
functions is always timely and effective.
 Have a clear and accountable procedure for following up staff concerns about any aspect of a 
Service Users life.
 Undertake regular reviews, which can be undertaken at any time and may be at the request of 
the service user, a family member/carer or the commissioner, as follows:
 The frequency of such reviews will be decided by the commissioner on a case by case 
basis but will be a minimum of once every 12 months.
 The provider will review the Care Plan and risk assessment on a frequency to be 
decided by the provider on a case by case basis but will be a minimum of once every 6 
months.
 Both the commissioner and the care provider shall involve Service Users and if 
applicable, their carer or anyone else the Service User chooses in such reviews.
 An initial review will be undertaken within 6 weeks of the service commencement, the 
review will be undertaken sooner if there are any issues or changes that need 
addressing.
 Have systems and procedures that incorporate any professional assessments into the care 
planning for the Service User in a timely manner. This includes assessments from social 
workers, therapists, trusted assessors and any other relevant assessment.
 Provides information about care options,  supplying an accessible and comprehensive 
welcome pack which must be issued to all Service Users and must include emergency contact 
information and details of: 
 How the Service Users can request changes / reviews of the service.
 What needs the provider is able to address.
 Locally agreed health and other key messages.
 Information about local and national support groups, networks and activity groups.
 Information that supports them to make informed choices about their care, including 
what to expect from the Domiciliary Care Service, their rights and what they should do 
if they are not happy with the service.
This information will be available in all appropriate formats to meet the needs of the Service 
Users.
Outcome 3 – Caring 
Service Users are treated with compassion, sensitivity, kindness, dignity and respect.
What success will look like?
 Quality of life improves as a result of the care they receive and having their needs met.
 All service users:
 Are encouraged to participate in their community.
 Receive person centred care.
 Are respected.
To deliver this outcome you will:
 Promote a culture of empowerment amongst staff to deliver care according to the Service 
Users care and support plan.
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 Recruit, train and retain staff to deliver high quality and flexible services to meet Service Users 
needs.
 Employ staff who want to help others and have a genuine feeling of empathy towards the 
Service User and their carer.
 Works collaboratively with Service Users and any other relevant parties to identify new and 
innovative ways to meet their needs and improve physical and mental wellbeing.
 Deliver person-centred care.
 The care provider applies a person-centred approach to the delivery of services that 
follows a care and support plan based upon a holistic assessment of the persons 
needs, preferences, outcomes and aspirations. Consideration will be given to 
maximising independence in all areas including medication and financial management.
 Have a case recording system to which everyone providing care and support 
contributes. This will often be within the Service Users home, but alternative 
arrangements should be made when this is not appropriate.
 Service Users are encouraged to engage and participate to help improve their care.
 Ensure that Service Users are treated with respect and staff are mindful of their status as 
visitors within Service Users homes, this include consideration of:
 Punctuality
 Home security
 Recognising individuality
 Appropriate boundaries
 Cultural and religious beliefs
 Reasonable expectations
 Confidentiality and privacy
 Service Users communication style/requirements
 To provide the support with due regard to minimising the number of people that are required to 
deliver the care and support through the adoption of positive approaches to risk and any 
current or new practices (e.g. Single Handed Care as per assessed need and the provision of 
suitable equipment).
Outcome 4 – Safe
Service Users feel safe and are safe in their home. 
What success will look like?
 All Service Users are encouraged and supported to manage identified risks through a positive 
risk assessment approach.
 All Service Users receive safe care, including knowing who is visiting to provide care.
 All Service Users are encouraged and supported to take preventative safety measures to 
maintain their health and well-being.
To deliver this outcome you will:
 Support Service Users to identify and minimise risks through the development and review of 
positive risks assessments, with the management of risk being viewed as a balance between 
personal safety and ensuring choice and control. This will be undertaken in accordance with 
current published best practice. 
 Manage the risks associated with missed or late* visits through:
 Staff avoiding missing visits, staff being aware that missing visits can have serious 
implications for service user’s health or wellbeing.
 A system to identify calls that are late or missed and a procedure that ensures 
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appropriate timely remedial action is taken in line with the associated risks. This 
procedure will include consideration of individual risk management and communication.
 Staff must be clear that they should inform the care provider if and when they are 
‘running late’ in order to allow the care provider to advise the next service users. 
 Recognising Service Users living alone or those who lack capacity may be particularly 
vulnerable if visits are missed or late. 
*late calls are defined as any calls more than 15 minutes later than scheduled 
 Ensure that Service Users have access to an emergency contact number that will be staffed 
outside of normal working hours. 
 The provider will recognise and minimise any limitations their decisions and service provision 
places on the services users life options and personal choices, including any form of restrictive 
intervention.
 Comply with the policies, procedures and best practice as identified by the Safeguarding Adults 
Board and the Council’s Assurance and Commissioning Group.
 Encourage and support Service Users to take preventative measures that:
 Reduce the risk of ill health
 Promote their physical and mental well-being
 Promote understanding of making safeguarding personal
 Promote personal, community and home safety
 Promote learning and development opportunities
 Promote independence skills
 The provider will obtain the Service Users consent for their information to be shared with other 
health and social professionals in order to enable them to safely and effectively deliver the care 
required. 
 The service will ensure that any sharing of data (including photographs) will be compliant with 
all data protection legislation and best practice.
 The care provider will obtain the Service Users (or their representative) consent for the 
provision of services, prior to commencement.
 The care provider will inform the Service User who the staff member will be, should this change 
at short notice the Service User will be informed.
 Consider using electronic call monitoring systems.
Outcome 5 – Workforce and Management Oversight – Well Led
Providers  delivering  the  service  are  a  well  led  organisation  that  is  up-to-date  with  legislative 
requirements of the industry.

What success will look like?
 All staff are qualified and motivated to deliver a high level of service.
 Service Users know that their personal information is handled appropriately and that their 
personal confidence is respected.
 Care provider demonstrates leadership and management oversight to assure the delivery of 
high quality outcome based person-centred care, supported learning and innovation and 
promotes an open and fair culture.
 Service Users are able to direct the way Domiciliary Care is delivered.
To deliver this outcome you will
Policy, Procedure and Systems:
 Meet all legislative and regulatory requirements (see appendix 3).
 Follows the five statutory principles of the Mental Capacity Act 2005 and engage with Best 
Interest decision making where a person lacks capacity, through advocates / best interest 
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assessors.
 The provider will ensure they have lawful consent to care and treatment prior to delivery with 
due respect for the Mental Capacity Act and best interest decisions.
 The provider will have a programme of continuous improvement that will include positive 
outcomes for the services users, value for money, and management of staff resources. The 
programme will be documented with progress notes and key milestones. This will be made 
available to the commissioner if requested.
 Have a quality assurance system that considers the views of service users, staff, outcomes 
achieved and use of resources. The impact of this system should be demonstrable.
 Have a systematic approach to the audit of service delivery and compliance with policies and 
procedures. The audit process will include the recording of actions taken and evidence of their 
impact. 
 Operate effectively and efficiently to deliver good quality, flexible services, implementing and 
maintaining good practice through robust policies and procedures.
 Promote a culture of confidentiality across the organisation, where Staff do not openly discuss 
service user’s cases.
 The provider will comply with any reasonable information request within 5 days. This may 
include statistics and data regarding delivery of calls including time, date, length and care 
worker. Any such information should be provided in an MS Office compatible format. 
 It is a requirement that all providers register their establishment/organisation on the Skills for 
Care National Minimum Data Set (NMDS) and complete their worker records, so as to provide 
meaningful workforce data. This information should be reviewed and updated regularly, as a 
minimum, at least annually in order to maintain the accuracy of the data available. The 
commissioner will invite Skills for Care to deliver one free training session on the use of NMDS. 
Details can be found at http://www.nmds-sc-online.org.uk/
 Have a transparent and fair recruitment and selection process that uses values-based 
interviews and approaches to identify the personal attributes and attitudes essential for a 
caring and compassionate workforce.
 Ensure that safe recruitment processes are followed including, but not limited to, the validation 
of references received and understanding any gaps in employment history.
• Ensure all staff (including management) have up to date training, knowledge and skills to 
deliver a high quality service, this training should reflect the services user groups supported. 
• The provider will be required to evidence their assessment of the skill requirements of the staff 
team, and provide a training plan that identifies how this has been achieved and maintained.
• The provider will use a risk based approach to observational practice to ensure training 
received is embedded within service delivery.
• Promote continual professional development of the workforce to ensure that knowledge is 
updated and maintained to the level of expertise required to fulfil the requirements of the 
contract.
• Ensure staff have the necessary language, literacy and numeracy skills to carry out their role.
• Involve where possible Service Users in recruiting and training staff.
• Ensure that new staff are observed at work more than once during their induction period and 
that feedback from Service Users is used to develop their skills and ability.
• Ensure staff have an awareness of the following conditions, being able to recognise and 
respond to:
 Common conditions such as dementia, diabetes, mental health, neurological 
conditions, physical disabilities, learning disabilities and sensory loss. 
 Common care needs, such as oral health, nutrition, hydration and issues related to 
overall skin integrity.
 Common care needs such as supporting with bereavement and end-of-life.
 Recognise unhealthy lifestyle behaviours and deterioration in someone's health and 
wellbeing or circumstances.
• Ensure staff are trained to follow the care provider’s medication policy as appropriate to the 
needs of service users. This policy will contain the same elements and standards as the North 
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Lincolnshire Council Policy (which can be used as a model).
• Ensure staff are trained to deliver emergency first aid as appropriate to the needs of service 
users.
• Include the 15 standards of the Care Certificate developed by Skills for Care, Health Education 
England and Skills for Health as part of the induction of new staff. Through gaining the 
certificate staff will gain introductory skills, knowledge and behaviours to provide 
compassionate, safe and high quality care and support.
• Comply with the DOH Positive and Proactive Care Guidance (2014) as updated.
• Have systems in place to ensure that ‘duty of care’ is maintained and business continuity 
procedures are in place to cover all practicable situations eg adverse weather, flu pandemics, 
staff shortages, petrol shortages or office failure.
Staffing
• Responds promptly to staff when they request support with difficult situations.
• Supervises staff in a timely, accessible and flexible way, at a minimum of every 3 months and 
ensure an agreed written record of supervision is given to the member of staff.
• Observes staff practice regularly, at least every 3 months and identify their strengths and 
development needs.
• Appraises staff performance regularly and at a minimum this should be undertaken annually. 
The annual appraisal should include a review of staff learning and development needs and 
feedback from service users.
• Makes training available to ensure they collaborate to provide integrated planning and delivery 
of Domiciliary Care.
• Uses person-centred approaches and is resourceful and creative in meeting Service Users 
individual requirements.
• Ensure all staff undertake a comprehensive training and induction programme, which includes 
all required training and also shadowing during initial service delivery. The programme should 
ensure that the provider is confident in their staff member’s ability to undertake the duties 
required and that staff are confident in their ability to undertake the role.
• Where appropriate the provider will seek to recruit locally and use environmentally friendly 
travel options such as walking visits and/or cycling route.
• To support staff retention, a healthy workforce and as a duty of care to service users, the 
provider should encourage the take up of the flu vaccine and other appropriate vaccinations as 
suggested by Public Health staff who are delivering care to vulnerable service users.
Safeguarding
Providers delivering services under this framework will promote safe practices and challenge poor or 
unsafe practices.

What success will look like?
 A culture of safeguarding is embedded where safeguarding is everyone’s responsibility.
 Recruitment processes are robust and in line with legal and statutory requirements.
 Appropriate safeguarding policies and procedures are in place and are continually monitored, 
reviewed and easily accessible to all staff.
To deliver this outcome you will:
Legislation and Practices 
 Promote a culture of openness and support.
 Comply with the policies, procedures and guidance of the Local Safeguarding Children Board 
(LSCB) and Local Safeguarding Adults Board (LSAB) and contribute to the boards priorities.  
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 Ensure safeguarding awareness (e-learning) training is included in the induction arrangements 
for all new staff, volunteers and agency staff.
 Ensure training is provided to all staff and volunteers to ensure all are aware of their roles and 
responsibilities with regards to safeguarding.
 Comply with LSAB and LSCB training requirements and any other indicators set out by the 
Local Safeguarding Boards which are relevant to this service and the contract.
 Have procedures for responding to allegations against staff, and to whom any concerns or 
allegations should be reported.
 Have home visit and lone-working policies which all employees are made aware of and should 
include arrangements for risk assessment and management.
 Have systems in place for recording incidents and the means by which information about 
incidents and outcomes can be easily accessed by senior management.
 Ensure they have a lawful physical intervention policy consistent with local and national 
guidance.
 Ensure staff understand their responsibilities which are part of their role. 
 Ensure staff always act, and be seen to act, in the best interests of the service user
 Always allow / encourage service users, where able, to undertake self-care tasks 
independently.
 Ensure that staff take responsibility for their actions and behaviour.
 Treat all information they receive about Service Users and their families in a discreet and 
confidential manner.
 Maintain professional boundaries with Service Users and their families.
 Not seek to communicate/make contact or respond to contact with Service Users outside of the 
purpose of their work including the internet and social media.
 Not give out  personal details of any member of staff to Service Users and/or their families.
Recruitment 
 Ensure that recruitment processes are robust and in line with legal and statutory requirements.
 Ensure the standards instil confidence and reassure Service Users and their families that staff 
appointed to provide services to adults and children are suitably checked prior to 
commencement in their role.
 Ensure that the level of Disclosure and Barring Check is gained as appropriate for the role and 
duties of the applicant.
 DBS Eligibility Guide which can be found at: 
https://www.gov.uk/government/publications/dbs-check-eligible-positions-guidance  
 Ensure references are always taken up and should be obtained directly from the referee. 
 References shall be:
 Obtained from the current or most recent role (not relatives) and should cover at least 
the last 5 years. 
 Verified by a telephone conversation with the referee.
 Ensure any inconsistencies in information, gaps in history or ambiguities, are clarified as part of 
the interview process.
 Pre-employment checks - the following clearances applies equally to permanent, temporary 
and casual staff. Clearances must be obtained prior to the successful candidate commencing 
employment.
 Asylum & immigration
 Criminal record checks
 Medical
 Life History
 Certification & qualifications
 References
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Duration of the Contract 
For Lots 1,2, 4, 5, 6, 7 and 8 the contract is expected to commence on 01 October 2018. For Lot 3 – The 
provision of care at Ashby Meadows Extra Care Scheme following a period of mobilisation the contract is 
expected to commence on 01 December 2018. 
The contracts will be in operation for a period of 3 years and include the option to extend the terms and 
conditions for a further three x 12 months which will be agreed on an annual basis subject to contract 
performance.
Modification of the Contract
The scope, intent and nature of the intended Contract is set out in this specification and within the tender 
documents sections A to E and within its associated appendices. 
A  potential  modification  is  detailed  within  the  framework  terms  relating  the  council  and  the  North 
Lincolnshire Clinical Commissioning Group (CCG) in the future seeking to commission the provision of 
Domiciliary Care as a fully integrated service under this Framework Agreement in order to deliver care 
and support for vulnerable adults and children across North Lincolnshire. The Council reserves the right 
to  modify  the  Contract  at  any  point  within  its  term,  in  line  with  Regulation  72  of  the  Public  Contracts 
Regulations 2015. 
Appendix 1
Lot Descriptions
This appendix provides additional details and definitions for each category lot and should be read in 
conjunction with the service specification.
The lots are shown below:
Lot 1
The provision of Domiciliary Care by geographic areas 
W1
W2
E1
E2
E3
S1
S2
Lot 2
The provision of care through Service User choice
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Lot 3
The provision of care at Ashby Meadows Extra Care Scheme
Lot 4
Complex Physical / Neurological conditions
Lot 5
Complex Learning Disability and / or Autistic Spectrum Disorder
Lot 6
People with mental health conditions
Lot 7
Provision of Roving Nights Service
Lot 8
Children’s Domiciliary Care and Individualised Short Breaks Service
The pricing for Domiciliary Care will fixed across all lots in this framework, please see Pricing Appendix 2 
for further details.
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Lots 1 – The provision of Domiciliary Care by geographic areas
Number of service providers: 7
The aim of Domiciliary Care Services is to support families in the home, to maximise their independence 
whilst recognising that some individuals require a long term service as an alternative to a care home 
provision.
Population 
Based on the 2015 Mid-year estimates there are 169,820 people living in North Lincolnshire. This 
represents more than a 10% growth since 2001. The largest growth has been amongst our older 
population and the great net gain has been in our market towns and rural settlements.
A summary of the population and statistics of North Lincolnshire is outlined within the Commissioning 
Strategy for Vulnerable Adults 2017 – 2019 (page 20
).
Eligibility 
The Service will be available to vulnerable adults aged 18 and above who have met the assessment and 
eligibility criteria under the Care Act 2014.
Exclusions  
The service will not be available to under 18’s, however the service will be fully supportive and working 
alongside Children’s Services in supporting transition to adulthood.
Referral to the Service 
All referrals to this service will be received from North Lincolnshire Council.
Location
Service has been split into 7 geographical areas within the North Lincolnshire boundary (please see 
service area map below). 
There will be one provider for each of these 7 areas, successful providers will only be awarded one 
geographical area in this lot.
Services will be predominantly delivered within the Service Users home environment but service delivery 
may also be required in other locations across North Lincolnshire to support the Service User to 
integrate into their community or work environments.
Minimum / maximum service capacity: 
No maximum or minimum capacity is defined. The number of Service Users currently receiving services 
and the number of new Service Users within the past year within each geographic areas are shown as 
indicators to the scale of each geographic area. The areas are primarily for new Service Users within the 
geographic area and it is anticipated that over time the provider who is successful in achieving the lot will 
deliver care to a significant proportion of the population who require services within that geographical 
area.
Individual Area Details
The individual areas are as shown below. Their definition is based upon the CCG locality networks and 
natural travel boundaries (eg rivers / motorways). The areas vary in size and the number of vulnerable 
people within the boundary.
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For Guidance only
New Council Service 
Current Council Service 
Area
Outline Boundary Descriptions
Users within the past 12 
Users 
Months
W1
East = River Trent
43
60
North = B1216 from River Trent to A1077, then 
A1077 to Winterton Road
W2
East = Winterton Road and Brigg Road
97
78
South = Railway line
West = River Trent
North  = North Lincs
East  = River Ancholme
South = B1216 from River Trent to A1077, then 
E1
A1077 to Winterton Road, Brigg Rd, A18 to river 
75
90
Ancholme
Plus parishes of Kirton in Lindsey, Manton, 
Redbourne, Hiblaldstow, Scawby
North and South = North Lincs
East  = A15 to Parish of Barnetby Le Wold, then 
E2
West  of this parish to meet North Lincs
46
67
West  = River Ancholme (This includes Cadney and 
Howsham
North, East and South = North Lincs
E3
West = A15 to Parish of Barnetby Le Wold, then 
64
90
West  of this parish to meet North Lincs Bounday
North = Railway line and A18
East = Ashby Road and Messingham Road
S1
South = M180
97
127
West = River Trent
Plus the parishes of East Butterwick, Messingham 
and Holme South of the M180
North = Railway Line
S2
East = Brigg Road and A18
140
193
South = M180
West = Ashby Road and Messingham Road
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Scope and Definition:
Service Users who do not need the additional requirements of Lots 4 - 7.
• The service will complement the council’s short term and rehabilitation services. 
• The service (where appropriate) will undertake the provision of services to all new Service Users 
within the geographic areas defined.
• Existing Service Users with provision through other agencies may transfer to the geographic 
provider at a future time.
• Extensions to existing Service User support arrangements that are through other providers may 
be required through this category lot, they will be used to extend existing provision.
• A Service User whose current provider is the successful bidder for their geographical area will 
transfer to the terms of this framework upon successful completion of the tender process.
• A Service User whose current provider is not the successful bidder for their geographical area 
will, at their next review be given the choice to move to the successful geographic area provider, 
although the Service User can choose to remain with their current provider who may have been 
successful under Lot 2 (Provision of Care through Service User Choice).
Requirements of the service:
In addition / extension to the main outcomes of the specification the provider is required to:
• The intention is that the provider will be able to deliver services for all service users that reside 
within the provider’s geographical area. For any incident where this is not achieved the provider 
will be required to submit a report to the authority outlining the reasons for failure to accept the 
referral, this will be escalated and considered by the council’s assurance processes.
• Provide care between 7am and 11pm seven days per week, unless a night service is agreed by 
all parties on an individual Service User basis.
• Ensure that the staffing resources are available to meet the requirements of the geographic area 
and include plans to engage and recruit from the local population.
• Deliver services on an ongoing basis (including meeting any changes in service requirements) to 
the services users within the area.
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Lot 2 – The provision of care through Service User choice
Number of service providers: 25
The aim of Domiciliary Care Services is to support families in the home to maximise their independence 
whilst recognising that some individuals require a long term service as an alternative to care home 
provision.
Population 
Based on the 2015 Mid-year estimates there are 169,820 people living in North Lincolnshire. This 
represents more than a 10% growth since 2001. The largest growth has been amongst our older 
population and the great net gain has been in our market towns and rural settlements.
A summary of the population and statistics of North Lincolnshire is outlined within Commissioning 
Strategy for Vulnerable Adults 2017 – 2019 (page 20
).
Eligibility 
The Service will be available to vulnerable adults aged 18 and above who have met the assessment and 
eligibility criteria under the Care Act 2014.
Exclusions  
The service will not be available to under 18’s, however the service will be fully supportive and working 
alongside Children’s Services in supporting transition to adulthood.
Referral to the Service 
All referrals to this service will be received from North Lincolnshire Council 
Location
Services will be delivered across the whole of the North Lincolnshire, this will be predominantly delivered 
within the individuals home environment but service delivery may also be required in other locations 
across North Lincolnshire to support the individuals to integrate into their community or work 
environments.
Minimum / maximum service capacity: 
There is no maximum or minimum service capacity.
Scope and Definition:
Where a Service User does not wish to receive care by the appointed geographical provider (lot 1), an 
option to select a different provider using the mechanism defined in the term and conditions will be 
available to the service user.  
Service Users may also use this option to continue with their current provider following the completion of 
this tender.
Requirements of the service:
In addition / extension to the main outcomes of the specification the provider is required to:
• Provide care between 7am and 11pm seven days per week, unless a night service is agreed by 
all parties on an individual Service User basis.
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Lot 3 – The provision of care at Ashby Meadows Extra Care Scheme
Number of service providers: 1
Minimum / maximum service capacity - Maximum occupancy level 99 people at Ashby Meadows
Scope and Definition:
Ashby Meadows, Scunthorpe, DN16 2US, is an Extra Care scheme consisting of 51 apartments for the 
over 55s. The scheme has a range of on-site facilities and an on-site manager. 
More information regarding Ashby Meadows can be found be using the following link: 
https://www.hanover.org.uk/properties/estates/ashby-meadows-scunthorpe/
The provider will need to enter into a licensing agreement with the landlord Hanover Housing 
Association. The agreement will describe reciprocal duties between the landlord and the care provider 
including; use by the provider of office space as a reciprocal agreement in return for providing activity 
such as night security checks and assistance in the dining room.
Subject to discussions and through the licensing agreement, Hanover Housing Association are willing to 
allow the successful bidder to use the property as a base within North Lincolnshire to deliver other 
Domiciliary Care services. In these circumstances there may be a charge from Hanover Housing 
Association for such use of the property, this will be for negotiation between the provider and Hanover 
Housing.
In order to strike a balance between meeting the needs of people requiring high levels of care and 
achieving a balanced community the aim in Ashby Meadows is to offer tenancies to people with a variety 
of care needs.
The balance of need aims to be approximately:
33.3% low level (under 7 hours care per week), 
33.3% medium level (10 - 15 hours care per week) 
And 33.3% high level (over 15 hours care per week). 
A joint allocations panel between the provider and the Council will be responsible for applying the criteria 
and the balance between high and low levels of need in the context of local demand, capacity planning 
and service developments.
Estimate of service levels
 
Medium 
Hours 
Hours 
Low Level
Hours 
High Level  
Level
Hours / 
No care 
per 
per 
7 to 10 
per 
15+ hours
10 to 15 
week
needs
week
week
hours
week
hours
18 people
378
14 people
164
14 people
84
8 people
0
Total number of hours 626 per week from the current provider
Future demand may vary according to need.
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People receiving care from other providers (specialist services)
High Level  
Hours 
Medium Level 
Hours / 
Low Level
Hours per 
15+ hours
per week
10 to 15 hours
week
7 to 10 hours
week
4 people
116.75
0 people
0
1 person
3
Total number of hours 119.75 per week from other providers.
Requirements of the service:
In addition / extension to the main outcomes of the specification the provider is required to:
 The intention is that the provider will be able to deliver services for all service users within this 
lot and meet all order form timescales. For any incident where this is not achieved the provider 
will be required to submit a report to the authority outlining the reasons for failure to accept the 
referral, this will be escalated and considered by the council’s assurance processes.
 Deliver planned care 24 hours per day, 7 days per week, 365 days per year (366 within a leap 
year).
 Deliver unplanned care estimated at 24 calls within a 24 hour period;
 Current levels are estimated to be split into an average of 9 calls during the night and 
15 calls during the day. This is predominantly to assist with continence calls, 
reassurance and health emergencies. 
 Ensure at least 2 staff are available on site at all times. 
 During the daytime hours an increased staffing level may be required to meet all the 
needs of the residents.
 Deliver care for residents with low, medium and high need to work within the scheme unless 
individual Service Users specifically state they want to choose a different provider.
 Provide emergency response to all accommodation units irrespective of the Service Users 
funding arrangements or level of need.
 Working in close partnership with Hanover Housing Association to undertake joint activities 
including and not limited to:
 Attending visits to potential Service Users in their home to determine how the provider 
could deliver care according to their particular needs.
 Attending Weekly updates between the Care Manager and Estate Manager.
 Attending Recorded Monthly Meetings between the Care Manager and Estate 
Manager. 
 Attending Review meetings when necessary.
 Attending Allocations meetings.
 Support with events for Resident’s within the Scheme.
 Enable specialist providers from other category lots to provide care to a small number of 
residents who have specialist support needs. 
 It is not an expectation that the successful provider for this lot would provide this 
specialist care. However the provider will deliver non-specialist care to these Service 
Users if required through their 24/7 presence within the arrangement. 
 Support the residents within the extra care scheme to develop their community by:
 Engaging with residents on an individual and community level.
 Develop, implement and maintain a community engagement agenda.
 Use feedback and engagement with residents to shape the community within the 
scheme. 
 Working in partnership and encourage engagement with the landlord.
 Encourage and support to enable all individuals to engage with their social groups.
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Lot 4 – Complex Physical /  Neurological conditions
Number of service care providers: 6
Based on the 2015 Mid-year estimates there are 169,820 people living in North Lincolnshire. This 
represents more than a 10% growth since 2001. The largest growth has been amongst our older 
population and the great net gain has been in our market towns and rural settlements.
A summary of the population and statistics of North Lincolnshire is outlined within Commissioning 
Strategy for Vulnerable Adults 2017 – 2019 (page 20
).
Eligibility 
The Service will be available to vulnerable adults aged 18 and above who have met the assessment and 
eligibility criteria under the Care Act 2014.
Exclusions  
The service will not be available to under 18s, however the service will be fully supportive and working 
alongside Children’s Services in supporting transition to adulthood.
Referral to the Service 
All referrals to this service will be received from North Lincolnshire Council.
Location
Services will be delivered across the whole of the North Lincolnshire, this will be predominantly delivered 
within the individual’s home environment within North Lincolnshire, but service delivery may also be 
required in other locations to support the individuals to integrate into their community or work 
environments.
Scope and Definition:
• Service Users who require specialist care and support due to their severe or complex needs in 
relation to their Complex Physical / Neurological conditions and/or co-morbid diagnosis.
• The nature of complexity will potentially mean that you will work with Service Users with 
conditions that can very rapidly change the level of the physical intervention required and also 
have potential changes in the Service Users cognitive condition and support needs. 
• By definition, these individuals are complex, may have co-morbidities, may have a life limiting 
condition, have a progressive condition and can have significant variation of their needs including 
behaviours that challenge.
Requirements of the service:
In addition / extension to the main specification the provider is required to be:
Outcome 1 – Effective
• Have a staff group with the specialist skills and knowledge of supporting individuals with Complex 
Physical / Neurological conditions with their fluctuating levels of behaviours and physical needs 
and life choices.  
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• Utilise a multi-disciplinary approach involving drawing appropriately from multiple disciplines to 
explore problems outside of normal boundaries and reach solutions based on a new 
understanding of complex situations and to share experience and knowledge accordingly.
• To support and train their staff group to communicate effectively to meet any unique 
communication needs.
• To contribute to the Service Users ongoing physical care management through comprehensive 
monitoring and recording of the Service Users condition in accordance with the health and social 
care plans.
Outcome 2- Responsive
• To be available 7 days a week to arrange and adjust packages of care to respond to changing 
needs / crisis / urgent situations. 
• To have an indicative staffing profile (hours, training and specialism) for each Service User 
including consideration of any prognosis. The provider will use all these profiles to inform their 
workforce development and staff sufficiency strategy. 
• To provide care between 7am and 11pm seven days per week, unless a night service or 
alternative is required on an individual Service User basis.
• To identify and implement suitable engagement strategies where a Service Users fails to engage 
with their support plan on a persistent basis. Where Service User engagement remains low the 
provider must notify the commissioner.
• To inform the Complex Disability Team when the needs of the Service User have decreased.
Outcome 3 - Caring
• The provider will continue to deliver effective outcomes regardless of additional complexities 
which may include:
 Needs of a carer / parent / child
 Mental ill health and dual diagnosis
 Requires Psychology / Psychiatry assessments
 Requires Physiotherapy / Occupational Therapy assessments 
 Requires management of controlled medication
 Unique specialist health interventions and training such as ventilation, PEG and suction
 Complex family and social issues
 Life choices (e.g. drug and alcohol use)
 Physical wellbeing / abilities
 Sexualised behaviours
 End of life care
• Identify a lead member of staff for service users, this lead member of staff will have an 
understanding of the challenges and successes in the delivery of the care, support, the outcome 
achieved and will contribute this understanding to the review and planning processes.
Outcome 4- Safe
• Review behavioural support plan, risk assessment and other relevant documentation, where 
incidents occur involving physical intervention, subject to North Lincolnshire Council safeguarding 
policies and procedures.
 
• To train and maintain all staff appropriately who will potentially be involved in the use of physical 
intervention.
• Regularly cross reference all available data for the purpose of identifying, monitoring, analysing 
and acting on trends, themes and trigger impacting on an individual’s behaviour.
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Outcome 5 – Well Led
• Employ Staff who have or can develop the appropriate skills and expertise in supporting Service 
Users with complex need whilst working collaboratively with families and other health and social 
care professionals.
• Capture and develop the data requirements to ensure the service is effective as a whole and for 
individual Service Users with regard to positive outcomes.
• Ensures proactive strategies and crisis management are in place for everyone with dynamic 
conditions.
• More frequent supervision and de-briefing of the workforce may be required when supporting 
people with more severe and complex needs.
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Lot 5 – Complex Learning Disability and / or Autistic Spectrum Disorder
Number of service care providers: 6
Population 
Based on the 2015 Mid-year estimates there are 169,820 people living in North Lincolnshire. This 
represents more than a 10% growth since 2001. The largest growth has been amongst our older 
population and the great net gain has been in our market towns and rural settlements.
A summary of the population and statistics of North Lincolnshire is outlined within Commissioning 
Strategy for Vulnerable Adults 2017 – 2019 (page 20
).
Eligibility 
The Service will be available to vulnerable adults aged 18 and above who have met the assessment and 
eligibility criteria under the Care Act 2014.
Exclusions  
The service will not be available to under 18s, however the service will be fully supportive and working 
alongside Children’s Services in supporting transition to adulthood.
Referral to the Service 
All referrals to this service will be received from North Lincolnshire Council.
Location
Services will be delivered across the whole of the North Lincolnshire, this will be predominantly delivered 
within the individuals home environment within North Lincolnshire but service delivery may also be 
required in other locations to support the individuals to integrate into their community or work 
environments.
Scope and Definition :
• Service Users who require specialist care and support due to their severe or complex needs in 
relation to their Learning Disability and / or Autistic Spectrum Disorder and/or Co-Morbid 
diagnosis.
• The nature of complexity will potentially mean you will work with Service Users that can present 
with variable behaviours that challenge themselves, other citizens and the care provider.
Requirements of the service:
In addition / extension to the main specification the provider is required to be:
Outcome 1 – Effective
• Have a staff group with the specialist skills and knowledge of supporting individuals with 
fluctuating levels of behaviours that challenge, to enable an ongoing dynamic reassessment of 
the Positive and Proactive Care requirements and are able to manage critical incidents relating to 
behaviours that challenge.
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• Have available the appropriate skilled and experienced workforce across North Lincolnshire to 
meet the needs of people with severe and complex learning disabilities and / or autistic spectrum 
disorders and/or co-morbid diagnosis.
• Utilise a multi-disciplinary approach involving drawing appropriately from multiple disciplines to 
explore problems outside of normal boundaries and reach solutions based on a new 
understanding of complex situations.
• Support and train staff to communicate effectively to meet any unique communication needs.
Outcome 2- Responsive
• Be available 7 days a week to arrange and adjust packages of care to respond to changing 
needs / crisis / urgent situations. 
• Develop and implement positive behavioural support plans based on a functional assessment (or 
equivalent) as outlined in the positive and proactive guidance and in accordance with current 
published best practice.
• Have an indicative staffing profile (hours and training) for each service user. The service will use 
all these profiles to inform their workforce development and staff sufficiency strategy. 
• Provide care between 7am and 11pm seven days per week, unless a night service is required on 
an individual Service User basis. 
• To inform the Complex Disability Team when the needs of the Service User have decreased.
Outcome 3 - Caring
• The provider will continue to deliver effective outcomes regardless of additional complexities 
which may include:
 Needs of a carer / parent 
 Mental ill health and dual diagnosis
 Requires Psychology / Psychiatry assessment 
 Requires Physiotherapy / OT assessments 
 Requires management of controlled medication
 Specialist health interventions and training such as ventilation, PEG and suction
 Complex family and social issues
 Physical wellbeing / abilities
• Identify a lead member of staff for service users, this lead member of staff will have an 
understanding of the challenges and successes in the delivery of the care, support, the outcome 
achieved and will contribute this understanding to the review and planning processes.
Outcome 4- Safe
• Review behavioural support plan, risk assessment and other relevant documentation, where 
incidents occur involving physical intervention.
• To train all staff appropriately who will potentially be involved in the use of physical intervention.
• Regularly cross reference all available data for the purpose of identifying, monitoring, analysing 
and acting on trends, themes and trigger impacting on an individual’s behaviour.
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Outcome 5 – Well Led
• Employ staff who have or can develop the appropriate skills and expertise in supporting Service 
Users with complex needs whilst working collaboratively with families and other health and social 
care professionals.
• Capture and develop the data requirements to ensure the service is effective as a whole and for 
individual Service Users to reduce the impact of behaviours that challenge, e.g. ABC charts, 
incident reports. 
• Ensures proactive strategies and crisis management, based on least restrictive options are in 
place for everyone with behaviours that challenge. This will be based on evidence e.g. ABC 
Charts and best practice where possible.
• Have effective restrictive intervention reduction systems and the ability to evidence their impact.
• More frequent supervision and de-briefing of the workforce may be required when supporting 
people with more severe and complex needs.
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Lot 6 – People with mental health conditions
Number of service care providers: 6
Population 
Based on the 2015 Mid-year estimates there are 169,820 people living in North Lincolnshire. This 
represents more than a 10% growth since 2001. The largest growth has been amongst our older 
population and the great net gain has been in our market towns and rural settlements.
A summary of the population and statistics of North Lincolnshire is outlined within Commissioning 
Strategy for Vulnerable Adults 2017 – 2019 (page 20
).
Eligibility 
The Service will be available to vulnerable adults aged 18 and above who have met the assessment and 
eligibility criteria under the Care Act 2014.
Exclusions  
The service will not be available to under 18s, however the service will be fully supportive and working 
alongside Children’s Services in supporting transition to adulthood.
Referral to the Service 
All referrals to this service will be received from North Lincolnshire Council.
Location
Services will be delivered across the whole of the North Lincolnshire, this will be predominantly delivered 
within the individuals home environment within North Lincolnshire but service delivery may also be 
required in other locations to support the individuals to integrate into their community or work 
environments.
Scope and Definition:
• Service Users who require specialist care and support due to their needs in relation to their 
Mental Health. 
• The nature of complexity will potentially mean Service Users needs can fluctuate and present 
behaviours that challenge themselves, and other citizens, including the provider.
The commissioner define behaviour that challenges as:
“Presenting behaviour that could include harm to self and others. It can include paranoid and 
delusional thoughts, isolation, self-neglect, poor concentration, fluctuating moods, verbal and 
physical aggression, which can lead to the individuals being excluded from ordinary community 
facilities.”
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Requirements of the service:
In addition / extension to the main specification the provider is required to:
Outcome 1 – Effective
• Have a staff group with the specialist skills and knowledge of supporting individuals with mental 
health issues and on occasions might present as challenging or have on-going mental ill- health.
• The staff group must have the ability and knowledge to treat the Service User with respect and 
see past the illness. 
• Staff will need the skills to manage what may be seen as fluctuating mental health illness and its 
presentations including self-harm and suicidal thoughts behaviour. Giving the individual the time 
and space to express themselves will be key to engaging in a meaningful way and developing a 
good working relationship.
• Utilise a multi-disciplinary approach involving drawing appropriately from multiple disciplines to 
explore issues outside of normal boundaries and reach solutions based on a new understanding 
of complex situations.
Outcome 2- Responsive
• Be available 7 days a week to arrange and adjust packages of care to respond to changing 
needs / crisis / urgent situations. 
• Develop and implement positive Behavioural Support Plans based on a functional assessment 
(or equivalent) as outlined in the Positive and Proactive care guidance and in accordance with 
current published best practice.
• Have an indicative staffing profile (hours and training) for each service user. The service will use 
all these profiles to inform their workforce development and staff sufficiency strategy. 
• Inform the Mental Health Team  where a Service User fails to engage with their support plan on a 
persistent basis.
• Inform the Mental Health Team  where the needs of the Service Users have decreased.
• Undertake a review of the service user’s needs, care, support planning arrangements and 
progress on a six monthly basis, the Mental Health Team  should be invited to attend this review 
and receive a copy of any outcome.
• Adjust the care and support delivery to ensure it meets the needs of the individual in the most 
effective and efficient manner. The Mental Health Team  should be informed of any changes.
Outcome 3 - Caring
• The provider will continue to deliver effective outcomes regardless of additional complexities 
which may include:
 Needs of a carer
 Mental ill health and dual diagnosis
 Encouraging and supporting individuals to access community facilities
 Requires management of prescribed medication
 Liaising with GP, family members (with individuals permission) and members of the care 
team
 Changing physical requirements.
 Life choices (e.g. drug and alcohol use)
 Complex family and social issues
• Identify a lead member of staff for service users, this lead member of staff will have an 
understanding of the challenges and successes in the delivery of the care, support, the outcome 
achieved and will contribute this understanding to the review and planning processes.
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Outcome 4- Safe
• Ensure staff have a risk knowledge, undertake a risk assessment and a risk management plan 
for each service user.
• Ensure staff have the training and implementation of de-escalation techniques.
• Ensure staff familiarise themselves with the Service Users history through handover processes 
and have an awareness of their organisation’s health and safety procedures.
• Ensure staff inform the Mental Health Team in the event of a severe deterioration of the Service 
Users mental health with consideration of the individual’s history, support and risk plans.
• Record all incidents involving verbal and/ or physical aggression which must result in a review of 
the Behavioural Support Plan, Risk Assessment and other relevant documentation.
• Regularly cross reference all available data for the purpose of identifying trends, themes and 
triggers impacting on a Service Users behaviour.
Outcome 5 – Well Led
• Employ staff who have or can develop the skills and expertise in supporting Service Users with 
mental health needs whilst working collaboratively with families and other health and social care 
professionals.
• Capture and develop the data requirements to ensure the service is effective as a whole and for 
individual Service Users to reduce the impact of behaviours that challenge, e.g. ABC charts, 
incident reports. 
• Ensures proactive strategies and crisis management, based on least restrictive options, are in 
place for everyone with behaviours that may be seen as challenging. Also recognise the needs of 
the Service User and always give them time and space to achieve outcomes at their own pace. 
This will likely reduce what may be described as challenging behaviour by staff. Every Service 
User is unique and it is essential to have an understanding of what works for each service user.
• Have effective restrictive intervention reduction systems and the ability to evidence their impact.
• More frequent supervision and de-briefing of the workforce may be required when supporting 
people with more severe needs.
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Lot 7 – Provision of Roving Nights Service
Number of service care providers: 1
Population 
Based on the 2015 Mid-year estimates there are 169,820 people living in North Lincolnshire. This 
represents more than a 10% growth since 2001. The largest growth has been amongst our older 
population and the great net gain has been in our market towns and rural settlements.
A summary of the population and statistics of North Lincolnshire is outlined within Commissioning 
Strategy for Vulnerable Adults 2017 – 2019 (page 20
).
Eligibility 
The Service will be available to vulnerable adults aged 18 and above who have met the assessment and 
eligibility criteria under the Care Act 2014.
Exclusions  
The service will not be available to under 18s.
Referral to the Service 
All referrals to this service will be received from North Lincolnshire Council.
Location
Services will be delivered across the whole of the North Lincolnshire; this will be predominantly delivered 
within the individuals home environment within North Lincolnshire.
Scope and Definition:
• Service Users who require functional assistance / support during the times of 11pm and 7am. 
• Two Staff will be required for each call.
Requirements of the service:
In addition / extension to the main specification the provider is required to:
• Provide a Roving Night Care, visiting Service Users homes that ensure assessed needs and 
agreed outcomes are met throughout the hours when day time care provision is not operating.
• Delivering care 7 days a week, across all of North Lincolnshire.
• To commence service within 14 days of referral.
• The intention is that the provider will be able to deliver services for all service users referrals 
within this lot. For any incident where this is not achieved the provider will be required to submit a 
report to the authority outlining the reasons for failure to accept the referral, this will be escalated 
and considered by the council’s assurance processes.
• To ensure the service has the flexibility to accommodate the unplanned needs of service users, 
this may involve real time adjustment of rota’s to ensure that it does not impact on the safety and 
wellbeing of other service users. 
• Deploy and support the appropriate number of staff across the whole of North Lincolnshire.
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• To work collaboratively with service user’s day time care provider to ensure that care is delivered 
seamlessly and efficiently. 
• To contribute to the overall North Lincolnshire night time arrangements for support to Vulnerable 
Adults and respond to ad-hoc / emergency requests where possible.  
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Lot 8 - Children’s Domiciliary Care and Short Breaks 
Number of service providers: 3
To be awarded this Lot the provider must:
 Agree to support and maintain care services through the child’s transition from Children’s 
Services to Adult Services.
Population Children
Based on the 2015 Mid-year estimates there are 169,820 people living in North Lincolnshire, 29.4% 
(49,944) of these people are in the 0-25 age range.
Calculating the number of children with disabilities can be problematic, because not all children with 
disabilities are recorded, or recorded constantly by agencies. 
The Department for Education has produced a formula to estimate the number of children in a local 
authority area who may have a disability; this is based on 0-16 population. The estimated number of 
children aged 0-16 with a disability in North Lincolnshire is between 1,040 and 1,800.
Minimum / Maximum Capacity
There is no minimum or maximum capacity set although currently there are less than 5 children who 
receive home support and 50 families are supported through short breaks.
Hours of Delivery
The service will be expected to operate 7 days a week, 52 weeks of the year, with flexibility built into the 
service delivery model to meet the service objectives.  
Services will usually be required between 7am and 11pm, however the service may be required outside 
of these hours dependent on assessed need. 
The service will operate in hours that are flexible to meet the needs of the service users; the peak times 
are weekends, evenings and during school holidays.
Children’s Domiciliary Care 
Eligibility
The Service User will be Vulnerable Children and Young People aged 0-18 and who fall into one or more 
of the following categories;
• A child or young person with a disability who’s parent or carer becomes unable to provide the 
support through temporary or permanent conditions or illness.
• A child or young person with a disability and a single parent or carer when the child or young 
person has been identified as needing two people for moving and handling or delivering support. 
• Section 17 of the Children Act to prevent family breakdown.
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The service will be provided to Children and Young People who are eligible and have assessed needs. 
The service will deliver support for Service Users with complex needs defined as “where the provider’s 
staff is required to have specialist knowledge, skills, training and competence in order to be able to 
support the individual in receipt of Health and / or Social Care funding.“
The service is provided where Children and Young People are assessed as needing two carers in 
circumstances such as a single parent family. This could be either permanent or temporary support to 
aid a Parent / Carer who is returning to health.
Exclusions 
• The service will not be available to over 18’s.
• Service Users who are eligible for NHS Continuing Healthcare funding will receive that element of 
their care through health services.
Referrals 
All referrals to this service will be received from North Lincolnshire Council.
Location
Services  will  be  delivered  within  the  Child  or  Young  Person’s  home  across  the  whole  of  North 
Lincolnshire.
Requirements of the service:
In addition / extension to the main specification the provider is required to:
• Undertake the delivery of services in accordance with their assessment within 7 days of 
notification of the requirement for services and receipt of the appropriate referral. The intention is 
that the provider will achieve this in all cases. For any incident where this is not achieved the 
provider will be required to submit a report within 24 hours, this will be escalated and considered 
by the council assurance processes. These processes may require the provider to present this 
report for scrutiny.
To deliver this the provider will:
 Ensure parent/carers and children and young people are consulted on their views on a regular 
basis and the results are fed into the quarterly monitoring review meetings.
 Have a care and support plan that asks Service Users about their aspirations, needs and 
priorities, as well as what gives them peace of mind, and makes them feel as safe and healthy 
as they can be. The care and support plan will:
 Empower the Service User as much as possible, by recognising what they can and 
want to do.
 Explicitly addresses safety, wellbeing, independence and any specialist needs.
 Ensure the service is informed by the experience, skills and insight of carers, as 
appropriate.
 Address the full range of care needed to help the person to live how they choose, including 
practical support as well as personal care needs.
 Engage with Service Users family and other carers to promote the need for review if their 
circumstances change.
 Ensure Service Users and their family understand how the successes and outcomes of their 
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care plan will be measured.
 Ensure the service is clear, concise and easy to navigate.
 Have a summary at the start, with links to more detailed information.
 Ensure the service is tailored to Service Users individual varying needs, with the focus on 
rehabilitation and re-ablement if required.
 Have a plan for any changes in staffing capacity requirement due to school term times, 
changes in education status and other planned life changes.
Children’s Short Breaks
Eligibility
• The Council has a statutory duty to provide Short Breaks to disabled Children and Young People 
aged 0 – 18. 
• A Short Break is a valuable break from caring, for a Parent/ Carer of a disabled child or young 
person aged 0-18 years and as defined in the Children’s Act 1989.
Exclusions 
• The service will not be available to over 18’s.
• Service Users who are eligible for NHS Continuing Healthcare funding will receive that element of 
their care through health services.
Referrals 
All referrals to this service will be received from North Lincolnshire Council.
Location
Activities  should  be  delivered  within  the  locality  of  the  child/young  person’s  normal  area  of  residence 
wherever  possible.    It  is  important  that  the  provider  encourages  meaningful  activities  of  the  Child  or 
Young Person’s choice to encourage some independence.
Requirements of the service: 
In addition / extension to the main specification the provider is required to:
Short Breaks can take a variety of forms. This includes the provision of day, evening, overnight and 
weekend activities. Children, Young People and families will have access to a quality provision that 
meets their individual needs. Short Breaks provide an opportunity for a disabled child or young person to 
take part in fun activities.
To deliver this the provider will:
 Carry out and record comprehensive risk assessments and care plans for Short Breaks. 
 Make available upon request copies of all risk assessments and care plans. 
 Consult with the Child/ Young Person and their Parent/ Carers in the Care Planning process.  
 Obtain feedback from Parents/ Carers and ensure effective communication is maintained with 
Parents/ Carers and is made available on request.
 Ensure Staff continually monitor and advise the Short Breaks Team of any change in 
circumstances relating to the Child or Young Person or in relation to the Parent/Carer.
 Provide personal care, specifically where Children and Young People are not able to do this for 
themselves or if they require prompting to do so.
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 Ensure any complaints are dealt with in a timely and effective manner.
 Demonstrate best value for the Council.
 Ensure the delivery of high quality services provided and remedy within reasonable time if the 
service falls below the standards identified.
 Demonstrate Quality Assurance systems that have a positive impact on practice.
 Have a plan for any changes in staffing capacity requirement due to school term times, 
changes in education status and other planned life changes.
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Appendix 2
Pricing
For all category lots across this framework fixed rates will apply for all services delivered. 
The fixed rates includes all costs associated with delivering care, including all overheads and all 
employment costs including paying staff the National Living Wage (NLW) with travel, fuel and time 
included. The rates are paid for each member of staff on a pro-rata basis to the nearest quarter of an 
hour.
Upon transition from Children’s to Adult services the Service User will be reviewed to establish if the care 
package requires the enhancement rate to continue. This will be assessed against the defined set 
criteria.
The basic hourly rate for all lots (excluding Lot 3) is £14.50. This provides the base for calculating the 
applicable rates as below:
Lot 1 
The basic hourly rate of £14.50 will apply for geographic areas W2, S1 and S2
The other geographic areas (W1,E1,E2 and E3) will be paid at a fixed rate of £14.90 (£14.50 plus 
40p).
Lot 2 
The fixed rate will be set by the same rate that would be applicable if the Service User were 
receiving care under Lot 1 i.e. the basic hourly rate of £14.50 will apply for geographic areas W2, 
S1 and S2.
The other geographic areas (W1,E1,E2 and E3) will be paid at a fixed rate of £14.90 (£14.50 plus 
40p).
Lot 3
An hourly rate of £12.80 is applied to all day and night provision. The night provision is paid 
through a block payment of £74,752 this equates to the requirement of 2 workers x 8 hours x 365 
days. No additional payments will be made for unplanned callouts during the day or night time, or 
for scheduled night time visits. 
Lots 4, 5 and 6
The basic rate of £14.50, will be applied, but on a case by case basis two further enhancements 
may be applied in accordance with the criteria below.
Lot 7 
An hour or roving contact time (2 workers) will be £58.00, this will paid on a pro-rata basis. This is 
calculated by the £14.50 basic rate x double time x 2 staff members.
Lot 8 
As Service Users are more dispersed due to cohort size, specialist care and providers adherence 
to the differing regulatory frameworks, the hourly rate is £16.60. This enhancement equates to 
one specialist enhancement and one rural enhancement exercised in all cases (£14.50 + £1.08 + 
£1.02 = £16.60).
   
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Enhanced payments for Domiciliary Care for lots 1, 2, 3, 4, 5 and 6
In addition to the basic hourly rate we will apply following enhanced rates (on lots 1, 2, 3, 4,5 and 6) that 
take into consideration care packages with higher levels of need, managing crisis situation and distance 
travelled given the rural landscape of North Lincolnshire.
• In addition to requirements detailed within this specification, an enhanced payment of £1.08 per hour 
will be considered by the commissioner where the support for the servicer user requires additional 
skills & knowledge from the staff and/or management oversight.
This could include but is not restricted to Service Users that:
 Are unable to make decisions about key aspects of their lives that would put them at risk of harm, 
neglect or deterioration in their health, and that may lead to potential harm to themselves and/or 
others.
 Display a marked impairment of their cognition, and may be disorientated to time, place and 
person leading to increased risk of harm.
 Display fluctuating levels of behaviours that challenge.
 Require short term intervention to de-escalate a heightened risk of crisis and/or critical level of 
need.
 Are non-compliant with offered care and support but are responsive to the planned interventions.
This will ensure that people who have a functional or cognitive impairment, co-morbid diagnosis 
and/or additional behaviours which challenge, are receiving enhanced care at an appropriate level 
with staff that have the relevant skills and knowledge. 
The commissioner may request details of staff training and management oversight to evidence the 
required enhanced payment.
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• A Rural enhancement of £1.02 per hour for Adult’s Domiciliary Care may be exercised for category 
lots 4,5 and 6 where the Service Users lives in the parishes identified as rural in the table below.
.
Rural / 
Rural / 
No
Parish
No
Parish
Urban
Urban
1
Wroot
Rural
29
Manton
Rural
2
Haxey
Rural
30
Kirton in Lindsey
Rural
3
Epworth
Rural
31
Redbourne
Rural
4
Belton
Rural
32
Hibaldstow
Rural
5
Crowle
Rural
33
Scawby
Rural
6
Eastoft
Rural
34
Cadney
Rural
7
Luddington & Holdenby
Rural
35
Brigg
Urban
8
Keadby with Althorpe
Rural
36
Wrawby
Urban
9
West Butterwick
Rural
37
Elsham
Rural
10
Owston Ferry
Rural
38
Worlaby
Rural
11
Messingham
Urban
39
Bonby
Rural
12
East Butterwick
Rural
40
Saxby All Saints
Rural
13
Bottesford
Urban
41
Horkstow
Rural
14
Burringham
Rural
42
South Ferriby
Rural
15
Gunness
Urban
43
Barton Upon Humber
Urban
16
Amcotts
Rural
44
Barrow Upon Humber
Urban
17
Garthorpe & Fockerby
Rural
45
Thornton Curtis
Rural
18
Alkborough
Rural
46
Wootton
Rural
19
Whitton
Rural
47
Melton Ross
Rural
20
West Halton
Rural
48
Barnetby le Wold
Rural
21
Burton upon Stather
Urban
49
Kirmington
Rural
22
Flixborough
Urban
50
Croxton
Rural
23
Winteringham
Rural
51
Ulceby
Rural
24
Winterton
Urban
52
South Killingholme
Rural
25
Roxby cum Risby
Urban
53
North Killingholme
Rural
26
Appleby
Urban
54
East Halton
Rural
27
Broughton
Urban
55
Goxhill
Rural
28
Holme
Urban
56
New Holland
Urban
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Appendix 3
Legislative Drivers, National and Local Policy
Please be advised – Providers MUST be registered with the Care Quality Commission (CQC) to 
be eligible in delivering services lots within this framework.  
The  Provider  will  need  to  demonstrate  a  good  understanding  of  the  principles  inherent  in  the 
following legislation their associated regulations and guidance as may be amended from time to 
time throughout the duration of the framework.
Legislative Drivers
All Category Lots
In addition to and specific to Category Lot 8 
Health  and  Social  Care  Act  2012  (ensuring  The Children Act 1989** 
compliance with the Accessible Information Standard 
2015)
Children and Families Act 2014
Equality Act 2010
Chronically Sick and Disabled Persons Act 1970
Data Protection Act 1998
Compliance  with  -  General  Data  Protection 
Regulation (GDPR)

Human Rights Act 1998
Mental Capacity Act 2005 
The Deprivation of Liberty Amendments to the Mental 
Capacity Act 2005

The Care Act 2014 *
*The Care Act 2014, is the base upon which social care will develop over the next few decades. Central 
to  the  act  is  the  new  statutory  principle  of  individual  wellbeing  and  makes  it  the  responsibility  of  local 
authorities  to  promote  wellbeing  when  carrying  out  any  of  their  care  and  support  functions.  Service 
providers should be aware of the key changes as described in Supporting Implementation of the Care 
Act 2014 published by the Department of Health.

The main directives in the Care Act 2014 are to:
• Modernise current care and support law to ensure it is built around people’s needs.
• Clarify entitlements to care and support.
• Emphasise a preventive approach to care in terms of preventing, reducing and delaying the need 
for formal health and social care support.
• Introduce  Ofsted-style  ratings  for  hospitals  and  care  homes,  enabling  the  identification  of 
problems with care quality and then to take action.
• Outline  the  responsibilities  of  local  authorities  and  other  partners  in  relation  to  safeguarding 
adults.
• Provide  information,  advice  and  facilitate  access  to  appropriate  services  in  the  individual’s 
community.
• Work  with  individuals  in  a  person  centred  way  to  achieve  the  outcomes  identified  through 
assessment (re-focus assessments).
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• Provide  one  single,  clear  statute  supported  by  new  regulations  and  a  single  bank  of  statutory 
guidance.
The Care Act 2014 and the NHS Five Year Forward puts an emphasis on greater integration of services 
between  health  and  social  care  and  the  community.  Personalisation  is  confirmed  in  statute  and  the 
promotion of individual wellbeing is an essential feature of the care and support system. The Care Act 
also  places  a  responsibility  on  local  authorities  to  ensure  that  people  in  the  area  receive  services  that 
prevent, reduce and delay their care needs from becoming more serious, can get the information they 
need  to  make  good  decisions  about  care  and  support  and  have  a  good  range  of  providers  to  choose 
from.  The  Care  Act  also  places  statutory  duties  with  regard  to  the  sustainability  of  the  service  sector 
regardless of the funding stream (excluding Health Funding).
**The Children Act 1989 outlines the responsibilities of Local Authorities to support disabled children who 
are included in the Act’s definition of children in need. Short Breaks are an important contributor to 
meeting children’s needs. The Breaks for Carers of Disabled Children Regulations 2011 places a 
statutory duty on local authorities to prepare and publish a ‘statement’ that will inform Parents / Carers of 
the range of short break services available.
National Policies
All Category Lots
In  addition  to  and  specific  to  In  addition  to  and  specific  to 
Category Lots 1-7

Category Lot  8
Modern Slavery – Duty to Notify  NICE guidance 
Child Sexual Exploitation 
Home Office
National Institute for Health and 
The Breaks for Carers of 
NICE  guidance  (Transition  from  Care Excellence (2015) 
Disabled Children Regulations 
Children’s  to  Adults  published  Domiciliary Care: delivering 
2011
February 2016)
personal care and practical 
support to older people living in 

Think 
Local 
Act 
Personal  their own homes
(TLAP) 2011 
National Institute for Health and 
Prevent Duty 
Care Excellence (22 June 2016 
Domiciliary Care for older 
Female Genital Mutilation 
people Quality standard.
The need to meet the 
requirements of CQC National 
Minimum Standards for 
Domiciliary Care.

To comply with the NICE guidelines and quality standards relating to specific groups of people and 
their conditions including, but not limited to:
• Autism (Jan 2014) – standards 3, 4, 7 and 8
• Multiple Sclerosis (MS) in adults: management  (Oct 2014) – recommendation 1.3 
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• Motor Neurone Disease (MND): assessment and management (Feb 2016) – recommendations 
1.5 and 1.6 
• Stroke in adults (updated April 2016) – quality statement 6 and 7
• Dementia: Support in health and social care (June 2010) – quality statement 1, 2, 3, 4, 5, 6, 7 
and 10
Local Policies 
All Category Lots
In  addition  to  and  specific  to  In  addition  to  and  specific  to 
Category Lots 1-6

Category Lot 7
North Lincolnshire Health and 
Vulnerable Adults Strategy 2015  Children’s Strategy 2020
Wellbeing Strategy
to 2020
SEND Local Offer 
Early Help Offer
North Lincolnshire Safeguarding 
Adults Policy & Procedure 2015  
North 
Lincolnshire 
Local 
Care  and  Support  Statutory  – 2017
Safeguarding  Children’s  Board 
Guidance  -  Issued  under  the 
policies and guidance
Care  Act  2014  -  Department  of  North Lincolnshire Dementia 
Health - October 2014
Strategy 
The  Short  Breaks  Information 
Statement

Positive  and  Proactive  Care:  Local Safeguarding Adults 
Reducing the need for restrictive  Board (LSAB)
interventions,  Department  of 
Health (DoH) April 2014

Integrated 
Domestic 
Abuse 
Strategy
Diversity  &  Inclusion  Policy 
Statement and Strategy

As a matter of best practice, 
care providers should follow the
 
NLC medication policy 
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