1 / 9

How to write the “perfect” case notes on Petra and please the Auditor

How to write the “perfect” case notes on Petra and please the Auditor. CitA Audit is in two parts: QAA and Organisational Standards Scoring for QAA is:

thwaite-lundy
Télécharger la présentation

How to write the “perfect” case notes on Petra and please the Auditor

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. How to write the “perfect” case notes on Petra and please the Auditor

  2. CitA Audit is in two parts: QAA and Organisational Standards Scoring for QAA is: Pass = 80% or more Pass subject to corrective action = 50% to 80% Fail = below 50%. If your QAA score is below 50% the bureau will have failed its audit as this is a major requirement Our last QAA was in August 2010 - our score was 67% In 2007 the score was 75% In 2004 it was 66% ……!

  3. Gateway 2010 score was 70% Exploration – 80% Next Steps – 60%

  4. Gateway exploration Have all relevant aspects of the enquiry been explored and noted to ensure that the correct gateway next step can be determined? Sufficient relevant questions asked? Pertinent dates and times noted? Emergency action and/or risks explored and identified? Whether discrimination / SP is an issue? Action taken so far? Sufficient background info for imminent appointment?

  5. Gateway next step/s Did the next step chosen meet the client’s needs given the information available? Assisted information Client’s capacity Complexity of the issue Appropriateness of information given External signposting / referral Client’s capacity Complexity of the issue Appropriateness of agency Access information Cost implications Documents / information to take

  6. Gateway next step/s Internal generalist advice (including a face-to-face interview by appointment or same advice session, telephone call back or email) Client’s capacity Complexity of the issues Timeliness of the appointment / advice Documents / information to bring Internal specialist appointment Appropriateness Timeliness of the appointment Documents / information to bring Advice given at gateway assessment interview (automatic Poor score)

  7. Generalist Advice Interviews Quality criterion 1: exploration Relevant aspects of the enquiry are explored to establish: the background, the facts, the client’s goal and, where relevant, the client’s personal circumstances. Quality criterion 2: research Advice is researched using appropriate information sources and consultation Quality criterion 3: advice / options Relevant potential options, rights and responsibilities are considered, including any limitations and consequences, to identify those that are appropriate to the client’s particular circumstances Quality criterion 4: support / action The advice is concluded by: giving the client sufficient details of how to progress their case and, where appropriate, intervening on their behalf. Quality criterion 5: casework management Where the bureau takes responsibility for running a case, case management systems are efficient and effective. Quality criterion 6: overall impact for the client The client’s case is progressed by the help and advice from the bureau and there is an exploration of whether advice is required on any related topics.

  8. Exploration 90% Exploration was of good or adequate quality in the majority of cases Research 47% In a significant number of cases, either no use or only limited use was made of the information system Advice / options 55% In the majority of cases, consideration of clients’ options lacked thoroughness. This was linked to inadequate research Support / action 73% In most cases clients were provided with an appropriate level of assistance In most/a significant number of cases clients were/were not provided with and/or some advice as to what action/next steps were needed Casework management 100% Overall impact for client. 60% In the majority of cases, the client’s situation had improved or had the potential to improve as a result of the bureau’s advice and/or intervention but further advice/assistance would have ensured the issues were progressed to a greater extent

  9. My views, considering the new system… Gateway should never be longer than 20 minutes including write up. Remember AdviceLine is Gateway too. Write up doesn’t have to be an essay, comprehensive notes are fine, what is important is that all the facts are there, we don’t need your opinions unless they are relevant! Pool Appointments, time with the client will vary dependent on the issue, 20 minutes for write up should be sufficient. Generalist Appointments, you have 15 minutes before the appointment, read the client’s enquiry, research it, noting your sources. Have a plan about how the interview might go, what is realistic to achieve? Tell the client the interview is only 45/50 minutes (caseworkers can do it, so can you!!) Write up time 25/30 minutes maximum, remember notes are fine.

More Related