Audit process

The Audit Process will seek evidence that the key outcomes have been met.

As a minimum, TEC Quality certified organisations must: 

•  Have procedures in place for managing access to a service user’s home. This will include information on the usual method of access and guidance about what to do where access cannot be obtained or is refused   
• Demonstrate that the needs of service users are assessed in line with contractual requirements and that the service is able to meet those changing needs.   
• Demonstrate that responders have the ability to assess incidents in the correct manner and proportionally to service user needs. This shall be done by formal evaluation process.   
• Ensure known risks are documented in service user records   
• Demonstrate that there are documented processes in place for maintaining communications between the Monitoring Centre, Responder and Service User, when a response has been initiated   
• Ensure that the wider needs of users and carers are considered and that these are documented   
• Where required and with consent, demonstrate that users are signposted to other agencies which might help meet their wider needs   
• Have processes in place which support the contemporaneous and accurate recording of notes following a response visit
• Demonstrate that the provision of the Response Service contributes to the achievement of agreed outcomes for users and carers   
• Ensure that responders are competent in the process of dynamic risk assessment and that this forms part of every visit. This may include assessment of risk associated with:
  - the responder's own safety
  - the environment (pets, hoarding, falls)
  - a user’s physical or medical conditions (dementia, Body Mass Index)
  - safeguarding (self-neglect, abuse)   
• Ensure that responders are familiar with the end to end Telecare process – this should include any equipment used   
• Provide evidence that responders recognise their ‘duty of care’ and act on / escalate any concerns within agreed timescales
• Provide evidence that any equipment used to support delivery of the Response Service, e.g. moving and handling equipment, is maintained in accordance with the Manufacturer’s recommendations   
• Demonstrate that the provision of the Response Service has been subject to a risk assessment and that identified risks are mitigated wherever possible. This should include lone working and provision of Personal Protective Equipment (PPE) 
• Ensure that there is a documented mechanism in place which provides support for staff following a difficult, or distressing visit
• Have an agreed responder-specific training programme in place and that relevant training is updated / repeated at specific intervals. As a minimum, this shall include: First Aid at Work and where applicable Moving and Handling   
• Have policies in place for dealing with the death of a service user   
• Demonstrate that responders know how to request assistance from the emergency services   
• Have documented procedures in place for both the transportation and handover of keys and door entry codes   
• Where there is a contract in place, provide a falls prevention service in line with the requirements of the service agreement, which shall include a Falls Risk Assessment Tool (FRAT) as a minimum.   
• Ensure that following attendance at a response incident, that if the responder needs to leave the service user and where further response has been requested (i.e. Ambulance Service, Doctor, NOK etc.), that the service user is left in a safe and comfortable position as possible.   
• Ensure that where the responder needs to leave the service user to attend another call (refer to Monitoring TEC Module), that the responsibility for checking for deterioration is returned to the monitoring service, until the response has been confirmed to arrive. 
• Demonstrate that there is a post response incident quality check for each responder. This shall be conducted annually as a minimum.