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Having up to date information about care provision is vital for achieving quality-assured, sustainable and relevant services. CSSIW’s ‘National review of domiciliary care in Wales’ highlighted the need for a standard approach to monitoring agencies and collecting information from them. However, this is a truly enormous task when you’re dealing with thousands of Service Users and Providers. 

Maria Booth, CM2000’s Business Development Manager for Wales, is experienced in working with Local Authority Adult Social Care Departments and Health Boards to deliver technology which achieves efficiencies and enhanced quality. 

Here she talks about an innovative project CM2000 are working on with England’s Association of Directors of Adult Social Services (East Region) which is delivering results that she believes could be replicated in Wales. 

“ADASS East Region recognised that delivering effective market oversight and reducing provider failure would require regular, up-to-date intelligence from a variety of sources. They had a vision to bring together quality assessment data with other information that would identify risks and ultimately deliver a single real-time view of regional care provision, quality and capacity across regulated and non-regulated services.

CM2000 process over 3 million care visit logs every week which gives us an unprecedented view of care delivery in the UK. We have long believed in the value of big data and analytics so we were delighted to be successful in the tender exercise to develop PAMMS (Provider Assessment & Market Management Solution).

Before ADASS East started working with us, assessment information was collected manually and kept on spreadsheets. The development of PAMMS has transformed the East Region’s approach to assessment and market managing, which they believe represents best practice in this area. Although it’s still early days, PAMMS is already bringing together data from the England’s Care Quality Commission, the 11 regional Councils within ADASS East, 2,000 Providers and 20,000 Service Users.

ADASS East Region is believed to be unique in the way they have established assessment methodology around a common set of regional standards under a single contract. This approach has allowed them to report on and benchmark service provision, both within localities as well as across the region, ensuring that ratings are truly comparative and that ‘good’ means ‘good’ regardless of the location, or service type assessed. 

PAMMS supports an approach and engagement with Providers that has already demonstrated a 10% improvement in Provider quality. It allows services to be monitored more effectively in the support of better commissioning and market oversight.

PAMMS includes an interactive Provider Portal, a public facing website showing quality ratings as well as a wide range of market management, quality and risk dashboards. This delivers a powerful combination of performance data and intelligence. PAMMS also has built in ‘smoke detectors’ which identify risks at an early stage, especially important for hard to replace Providers. 

CM2000 has many years’ experience of gathering real-time care visit data so we were keen to ensure that where our system CallConfirmLive! is used, the option is available to include quality indicators such as reliability, continuity, timeliness, commissioning trends (including visit duration) and actual budget spend activity. However, this is the icing on the cake and PAMMS can be used regardless of what other systems Councils have in place. 

This solution is generating a lot of interest over the border in England and I would like to light the fire in Wales.  Given that so many Commissioners are considering joint working processes and CSSIW & Providers themselves want standardisation, is now the time to start talking?  

We are looking for strategic partners to pioneer this approach in Wales (much like we have with ADASS East) and design a model around the Social Services and Wellbeing (Wales) Act 2014 and the key areas of CSSIW assessment.

I am confident that PAMMS represents the future of Provider assessment and market shaping in Wales and would love to talk to you more about this opportunity.”

If you would like to know more or see PAMMS in action call Maria on 0121 308 3010 or email  

Written by: Maria Booth, Business Development Manager for Wales.


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