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Specification and monitoring of Virgin Care service provision

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Dear Sir/Madam,

I am seeking information about the specification and monitoring the provision of sexual health services currently contracted to Virgin Care, which I am unable to find any reference to on your website.

Could you please supply me with any information you hold relating to:
• The level of service provision Virgin Care are contacted to provide
• Agreed performance standards and quality thresholds
• The council's plan for monitoring delivery of the contracted service

Examples of information that would satisfactorily cover these points might include a service level agreement, a plan for service monitoring and/or any reviews or assessments made of the service to date.

I have particular concerns that over a year after launch, some services remain unavailable and present a barrier to access. Accordingly, should it be available, could you provide any further information relating to the delivery of:

• Online appointment making facilities (withdrawn upon contract transfer)
• Home STI testing (advertised by Virgin Care but remains unavailable)

In relation to these two final points, I am specifically interested in if/when Virgin Care is obliged to deliver these services and any correspondence or minutes relating to the failure to provide such services so far.

Finally could you also inform me of:

• The department or individual at the council responsible for commissioning and monitoring the contract

Thank you in advance for your assistance.

Yours faithfully,

Alex Martin

FOI West, Cheshire West and Chester Council

RE: Your request under the Freedom of Information Act 2000

 

Case Reference: RFI 2169

 

Dear Alex Martin

 

Thank you for your email.

 

It will be treated as a request within the meaning of the Act: this means
that we will send you a full response within 20 working days, either
supplying you with the information which you want, or explaining to you
why we cannot supply it.

 

If we need any further clarification or there is any problem we will be in
touch.

 

 

Disclosures Team

Cheshire West and Chester Council

Tel: 0300 123 8 123

Email: [email address]

Location: Cheshire West and Chester Council, 4 Civic Way, Ellesmere Port
CH65 0BE

Visit: cheshirewestandchester.gov.uk

 

 

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FOI West, Cheshire West and Chester Council

2 Attachments

Dear Alex Martin

 

Thank you for your request for information of 21 January 2020 which has
been logged as RFI 2169 and has been dealt with under the Freedom of
Information Act 2000. We confirm that Cheshire West and Chester Council
holds information relating to your request.

 

For the purpose of clarity your request has been reproduced below:

 

Could you please supply me with any information you hold relating to:

 

•The level of service provision Virgin Care are contacted to provide
•Agreed performance standards and quality thresholds •The council's plan
for monitoring delivery of the contracted service

 

 

Specification and PMF attached.  Please note that the highlighted text in
the specification document show pertinent changes from the previously
tendered specification.

 

Examples of information that would satisfactorily cover these points might
include a service level agreement, a plan for service monitoring and/or
any reviews or assessments made of the service to date.

 

 

Covered within the PMF

 

I have particular concerns that over a year after launch, some services
remain unavailable and present a barrier to access. Accordingly, should it
be available, could you provide any further information relating to the
delivery of:

 

•Online appointment making facilities (withdrawn upon contract transfer)

 

Online booking services are included within the specification. Agreement
made between the Council and Virgin Care to mobilise this service in the
first year of the contract. Go live date was the 12 February 2020.

 

•Home STI testing (advertised by Virgin Care but remains unavailable)

 

Home STI testing services are included within the specification. Agreement
made between the Council and Virgin Care to mobilise these services in the
first year of the contract. Clearly noted within the PMF. Go live date was
the 12 February 2020.

 

In relation to these two final points, I am specifically interested in
if/when Virgin Care is obliged to deliver these services and any
correspondence or minutes relating to the failure to provide such services
so far.

 

 

N/A

 

Finally could you also inform me of:

 

•The department or individual at the council responsible for commissioning
and monitoring the contract

 

 

The Council’s People’s Commissioning and Contract Team –
[1][email address]

 

We trust this answers your query.

 

The Council considers that your request has been answered in full by
either confirming that information is not held, providing you with the
information requested, or explaining why any information has been withheld
and the reasons for any redaction. Where applicable, the Council has also
told you the reasons for the delay in responding to your request.

 

If you are unhappy with the way your request for information has been
handled you can request a review by writing to the Disclosures Team within
40 working days from the date of the Council’s response.

 

You are entitled to a review by the Council if:

•             You are dissatisfied with the Council’s explanation of why
the application was not dealt with within the 20 working day time limit.

•             All the information requested is not being disclosed and you
have not received an explanation why some information is not being
disclosed.

•             A reason for the disclosures under the request being refused
is not received.

•             You consider that exemptions have been wrongly applied,
and/or

•             You consider that a fee has been wrongly applied.

 

Please set out your grounds for seeking a review together with what
specific part of your request those grounds apply to and the outcome you
are seeking. The Council reserves the right to ask you for clarification
of the grounds for your review request if the grounds are not clear, and
to delay commencing the review if such grounds are not provided.

 

The Disclosures Team can be contacted by email via:
[Cheshire West and Chester Council request email] or at the following address:

 

Disclosures Team

Cheshire West and Chester Council

4 Civic Way

Ellesmere Port

CH64 0BE

 

The Disclosures Team will acknowledge a request for an internal review
within 5 working days and complete the review as soon as possible and no
later than 40 working days from receipt of the request.

 

More information about the Council’s internal review process can be found
via:

 

https://www.cheshirewestandchester.gov.u...

 

If you remain dissatisfied following the outcome of your review, you have
a right of appeal to the Information Commissioner at:

 

The Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire SK9 5AF

 

Telephone: 08456 30 60 60 or 01625 54 57 45

Website: www.ico.org.uk

 

There is no charge for making an appeal.

 

Yours sincerely

 

 

Disclosures Team – Customer Relations and Information

Cheshire West and Chester Council

Tel: 0300 123 8 123

Email: [email address]

Location: Cheshire West and Chester Council, 4 Civic Way, Ellesmere Port
CH65 0BE

Visit: cheshirewestandchester.gov.uk

 

 

FD

 

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We don't know whether the most recent response to this request contains information or not – if you are Alex Martin please sign in and let everyone know.