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Adult Health & Social Care - Quality Assurance Framework and Contract Management Framework projects

As part of our commitment to supporting improvement, we have started two projects aimed at changing the way quality assurance and improvement and contract monitoring are carried out by our teams that support Local Authority contracts for care and support. These projects are intended to improve the experience of people using services, and your experience as providers of services.

We will update this page with the latest news about each project and resources from previous events. You can also find more information about the projects and their purpose in a letter sent to providers in January 2025. 

If you have a query about the projects, answers to some frequently asked questions are also published below.

Find out more 

July 2025 - Quality Assurance Framework Update

Quality Assurance Framework update presentation

June 2025 - Complaints Audit & NoD Clarification

Complaints Audit & NoD Clarification

May 2025 - Complaints & Suspension Process announcement

GCC Adult Care Providers announcement 07/05/2025

Appendix 1 - Formal & Informal Complaint Process

Appendix 2 - Adult Provider NoD & Suspension Process

Introduction to the projects 

Recordings and presentations 

In March 2025,  we held a series of workshops with providers to present plans for the two projects - Quality Assurance Framework and Contract Management Framework.

Recordings and presentations from each session can be accessed below. 

Recordings

4th March 2025: 11th March 2025: 18th March:

Presentation

July 2025 - Quality Assurance Framework Update

Quality Assurance Framework update presentation

June 2025 - Complaints Audit & NoD Clarification

Complaints Audit & NoD Clarification

May 2025 - Complaints & Suspension Process announcement

GCC Adult Care Providers announcement 07/05/2025

Appendix 1 - Formal & Informal Complaint Process

Appendix 2 - Adult Provider NoD & Suspension Process

Introduction to the projects 

Recordings and presentations 

In March 2025,  we held a series of workshops with providers to present plans for the two projects - Quality Assurance Framework and Contract Management Framework.

Recordings and presentations from each session can be accessed below. 

Recordings

4th March 2025: 11th March 2025: 18th March:

Presentation

Below are responses to some of frequently asked questions about these projects. If you have a question not covered here, you can ask us using this form.

  • What services are in scope for quality assurance?
    Under the Care Act 2014, GCC is responsible for the quality assurance of all care services in Gloucestershire for working age adults and older persons. GCC's responsibility extends to services where GCC do/do not commission, and services are/are not regulated by CQC. Services include: Residential; Nursing care; Supported Living; Domiciliary care; Day centres; Respite (please note this is not an exhaustive list).

  • What systems will providers be expected to use for Quality Assurance and Contract Management?
    PAMMS for Quality Assurance and SAP Ariba will be used for Contract Management.

  • What considerations have been made in relation to data storage and cyber security?
     GCC will adhere to its cyber security policies and all GDPR regulations.

  • Will the systems replace the current Provider Portal?
    No - the systems will run in parallel with existing ones. There will be no changes to how packages of care are received.

  • Are these additional systems to log into?
    Yes - a future goal is to implement a single sign-on function, but this is not within the scope of the current projects. User guides will also be provided to support providers navigate the new systems.

  • When do I need to inform the council of a complaint or concern?

    Formal Complaints: In line with the Complaints process, providers are expected to notify GCC of any formal complaints. This notification should include details of the complaint and a projected timeline for resolution. The provider and GCC will then maintain communication throughout the investigation until the outcome is reached. General Concerns and Informal Issues:
    Please continue with your current processes to inform GCC of any concerns or complaints .  In the future these should be managed within the provider’s own quality assurance framework and recorded internally, GCC may request access to this information at any time, particularly during spot checks or reviews of quality concerns (subject to change)Related process: Formal & Informal Complaints Process

Below are responses to some of frequently asked questions about these projects. If you have a question not covered here, you can ask us using this form.

  • What services are in scope for quality assurance?
    Under the Care Act 2014, GCC is responsible for the quality assurance of all care services in Gloucestershire for working age adults and older persons. GCC's responsibility extends to services where GCC do/do not commission, and services are/are not regulated by CQC. Services include: Residential; Nursing care; Supported Living; Domiciliary care; Day centres; Respite (please note this is not an exhaustive list).

  • What systems will providers be expected to use for Quality Assurance and Contract Management?
    PAMMS for Quality Assurance and SAP Ariba will be used for Contract Management.

  • What considerations have been made in relation to data storage and cyber security?
     GCC will adhere to its cyber security policies and all GDPR regulations.

  • Will the systems replace the current Provider Portal?
    No - the systems will run in parallel with existing ones. There will be no changes to how packages of care are received.

  • Are these additional systems to log into?
    Yes - a future goal is to implement a single sign-on function, but this is not within the scope of the current projects. User guides will also be provided to support providers navigate the new systems.

  • When do I need to inform the council of a complaint or concern?

    Formal Complaints: In line with the Complaints process, providers are expected to notify GCC of any formal complaints. This notification should include details of the complaint and a projected timeline for resolution. The provider and GCC will then maintain communication throughout the investigation until the outcome is reached. General Concerns and Informal Issues:
    Please continue with your current processes to inform GCC of any concerns or complaints .  In the future these should be managed within the provider’s own quality assurance framework and recorded internally, GCC may request access to this information at any time, particularly during spot checks or reviews of quality concerns (subject to change)Related process: Formal & Informal Complaints Process