Agenda item

Purpose

To update the Cabinet Member and HWSC spokespeople with a learning review of the meal delivery service after April 2022 and the plans for a new service from June 2022.

The Cabinet Member noted the report which is for information only and is not subject to call-in.

Andy Biddle, Director of Adult Care, introduced the report, explaining that he wanted to provide a "learning view" of what had happened with the meals delivery service in April. Adult Social Care (ASC) had the right intention but due to a combination of circumstances the service had not been carried out to the standard it should have been for which Mr Biddle, as Director of Adult Care, apologised. The dedication and care of council officers in trying to remedy the situation is worth noting.

In response to questions from members as to whether the number of drivers employed by the provider was adequate, Mr Biddle said he could not be precise about the exact number required to be in line with expected staffing levels. The initial agreement was for the provider to cover one postcode area but ASC asked them to step into the breach when the two other providers became unavailable. It would have been surprising if the provider had had the full resources but ASC were grateful for them stepping in.

With regard to the temperature of the meals, ASC asked strongly that the correct temperature should be maintained (the provider gave probes and check sheets to staff) and when this was not done the contract was terminated. Checks were carried out and food was not being kept at the correct temperature. The new provider (Age UK) has kitchen equipment so they can do their own checks. They use insulated boxes (combined with "space blankets") so one meal at a time can be removed with the others remaining insulated and at the correct temperature. Age UK was inspected in June about a week and a half before starting the meals delivery service; their food hygiene rating is 4.

With regard to spending more time to care for clients, ASC tried to guarantee everyone got a meal and for those receiving domiciliary care ASC extended the time funded.

ASC were aware in November 2021 that Apetito were going to increase the cost of the meals from £5.50 to £8. Councillor Winnington thought ASC was right to look for another provider in view of a price increase of nearly a third.

Mr Biddle explained that the traditional model of a meals delivery service was to transport frozen meals and then reheat them in specially adapted vans which have a negative impact on the environment. ASC therefore wanted to provide locally produced fresh food to avoid reheating meals. Apetito had to make a certain number of deliveries per hour regardless of whether clients lived in houses or blocks of flats. ASC wanted to spend more time with residents, who are often unable to leave their homes and put them in touch with local community resources. The service is more than just delivering meals. The current provider is Age UK Portsmouth and as a charity they have a range of resources that benefits the wider community. Members noted the smallest contact can make a massive difference to people.

The service will gradually cover more postcode areas over the summer and from August will start taking new referrals.

Councillor Winnington thanked Mr Biddle for his frankness and appreciated his honesty in accepting that things went wrong. Officers had to take decisions that took into account residents' needs. Initial feedback from the new provider has been very positive. Members thought the new service was the best option by far for residents because of the added value provided, for example, carrying out welfare checks. The approach links with that of Discharge to Assess in that it keeps people independent and out of hospital. It shows how the city can make the most of its strengths.

Members requested that an update be brought back to a portfolio meeting in about six months' time to show how the service was progressing. They thought it would be helpful for Age UK to attend to give their perspective. It would also be helpful for the report to include views and case studies from residents showing how the service has been received and improved.

The Cabinet Member noted the report. He thanked officers for their reports.