How to Write a Clear Service Model for a Home Care Tender
Your service model is the backbone of a high-scoring home care tender. Commissioners want to see how support flows in real life — not slogans, but the steps, roles, checks and outcomes that make it safe and reliable.
🧭 Map the Journey: Referral ➜ Assessment ➜ Start of Support ➜ Review
Show the pathway end to end with who does what and when:
- Referral & triage: how referrals are received, risk-screened and allocated (incl. urgent/rapid response).
- Assessment & planning: joint visit, capacity/consent, risk assessment, care & support plan creation.
- Service start: welcome call, first-visit checks, MAR reconciliation, equipment verification.
- Ongoing review: daily notes → supervisor checks → formal review (4–6 weeks, then scheduled).
Tip: a simple bullet timeline scores better than paragraphs of prose.
👥 Staffing & Continuity: Who Turns Up and How You Keep It Consistent
- Team model: small, consistent worker pool per person; named coordinator; escalation on absence.
- Matching: skills, language, cultural fit and travel time baked into scheduling rules.
- Continuity safeguards: % continuity KPI, back‑up rota, call monitoring and late/failed-visit alerts.
Make it measurable: “We maintain >85% worker continuity; missed visits <0.2% per month with root‑cause analysis.”
⏱️ Visit Structure: What ‘Good’ Looks Like at the Door
- Arrival: electronic check‑in, ID verification, quick wellbeing check.
- Delivery: timed tasks from support plan, dignity and choice prompts, medicines support per MAR.
- Close: handover notes, next‑visit prompt, red‑flag triggers (e.g., falls, skin integrity, nutrition).
Include a short example for a 30‑minute personal support call and a 45‑minute complex package.
💊 Safety, Medicines & Risk
- Risk library + individual plan: falls, choking, pressure damage, self‑neglect, infection control.
- Medicines: assessment of level (prompt/assist/administer), double‑sign requirements, error escalation.
- Safeguarding: concern → DSL notification → referral pathway → learning log.
📱 Digital Maturity & Evidence
- Systems: eMAR, eRostering, digital notes, call monitoring, family portal (name them where appropriate).
- Controls: role‑based access, MFA, audits, downtime protocols and tested business continuity.
- Data: dashboards for visit punctuality, continuity, outcomes and complaints/resolution.
📊 Outcomes & Reviews (Show It Works)
- Metrics: independence goals met, hospital admission avoidance, re‑ablement success, client satisfaction.
- Review cycle: 4–6 week new‑start review, then scheduled or triggered by change.
- Co‑production: person/family voice shapes goals, visit times, cultural preferences.
Add one brief case example tying model → outcome (e.g., reduced falls, improved nutrition, fewer missed visits).
✅ Put It Together: A Short, Score‑Friendly Summary
End with a 6–8 bullet “service model in summary” the panel can lift straight into their notes.
💼 Rapid Support Products (fast turnaround options)
- ⚡ 48-Hour Tender Triage
- 🆘 Bid Rescue Session – 60 minutes
- ✍️ Score Booster – Tender Answer Rewrite
- 🧩 Tender Answer Blueprint
- 📝 Tender Proofreading & Light Editing
- 🔍 Pre-Tender Readiness Audit
- 📁 Tender Document Review
🚀 Need a Bid Writing Quote?
If you’re exploring support for an upcoming tender or framework, request a quick, no-obligation quote. I’ll review your documents and respond with:
- A clear scope of work
- Estimated days required
- A fixed fee quote
- Any risks, considerations or quick wins
🔁 Prefer Flexible Monthly Support?
If you regularly handle tenders, frameworks or call-offs, a Monthly Bid Support Retainer may be a better fit.
- Guaranteed hours each month (1, 2, 4 or 8 days)
- Discounted day rates vs ad-hoc consultancy
- Use time flexibly across bids, triage, library updates, renewals
- One-month rollover (fair-use rules applied)
- Cancel anytime before next billing date
🚀 Ready to Win Your Next Bid?
Chat on WhatsApp or email Mike.Harrison@impact-guru.co.uk
Updated for Procurement Act 2023 • CQC-aligned • BASE-aligned (where relevant)