Handbook for Homecare Services in Wales - Appendix 9 - Key Performance Indicators for Homecare Service Providers

Sep 12, 2026

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Appendix 9 defines the KPI framework for homecare service providers in Wales, focusing on the agreed performance indicators required for reporting medicine dispensing and treatment support. It sets the purpose, scope, responsibilities, and reporting schedule (month-by-month fields; quarterly availability to the health board/trust). It also provides a glossary and detailed guidance for completing KPI fields, including patient registration statuses, deliveries, issued items, medicine errors, service failures, information-only incidents, invoice counts, and total monthly spend, with allowances for therapy-area differences.

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Appendix 9 - Key Performance Indicators for Homecare Service Providers

Glossary of terms

1.0 Purpose

2.0 Scope

3.0 Responsibility

4.0 Equipment

5.0 Procedure

5.1 Completion of KPI fields

Appendix 9–Key Performance Indicators for Homecare Service Providers These KPIs are currently under review by the National Homecare Medicines Committee and a final version of agreed KPIs is anticipated to be available in October 2014. Glossary of terms 'KPI' Key Performance Indicator. 'Field' Single item of requested data within the KPI report. 'Homecare provider' External organisation responsible for dispensing medicines/treatments to patients of the health board/trust. 'Health board/trust' The health board/trust to which the service is provided. 'Therapy area' The therapy area to which the service is provided, e.g. HIV, rheumatology, virology etc. 'Out of schedule delivery' Any delivery required to a patient which is not their scheduled delivery. Reasons for out of schedule deliveries may include missed items, errors, deliveries to incorrect address etc. 'Ancillary item' An item that is delivered with medicines to supplement the usage of the medicine (sharps bins, needles, wipes, giving sets etc.). 1.0 Purpose 1.1 To describe in detail the format of the KPI reports required from the homecare providers and what each field means. 2.0 Scope 2.1 KPI reports will be provided by the homecare providers in the format shown on a month by month basis. 2.2 Reports will be made available to the health board/trust at the end of each financial quarter (January, April, July and October). 2.3 A report will be available for each therapy area within the contract. 2.4 For AWDCC contracts, KPI reports will be provided for the entire country by therapy area. 2.5 Individual purchasing authorities will have the option to request ‘local’ KPI reports using the same format. 3.0 Responsibility 3.1 Collation of KPIs will be the responsibility of the appropriate persons within the homecare provider's operational structure. 3.2 KPIs will be analysed by the health board/trust and discussed with the appropriate clinical staff by therapy area. 4.0 Equipment 4.1 Standard KPI report template. 5.0 Procedure 5.1 Completion of KPI fields: 5.1.1 Total number of patients registered (active) • For therapy areas where patients receive constant regular treatment, this field should reflect the number of patients who are registered as active, irrespective of whether a delivery has been due that month. • For therapy areas where patients' treatment is intermittent or as on request only, this field should reflect the number of patients who have received treatment that month. 5.1.2 Number of newly registered patients • For therapy areas where patients receive constant regular treatment, this field should reflect the number of new patients registered that month. • For therapy areas where patients' treatment is intermittent or as on request only, this field should be marked not applicable (N/A). 5.1.3 Number of patients 'off treatment' • For therapy areas where patients receive constant regular treatment, this field should reflect the number of patients who have finished treatment or had treatment cancelled. • For therapy areas where patients' treatment is intermittent or as on request only, this field should be marked N/A. 5.1.4 Number of patients 'on hold' • For therapy areas where patients receive constant regular treatment, this field should reflect the number of patients who are currently suspended from receiving treatment but are expected to resume treatment at some point. • For therapy areas where patients' treatment is intermittent or as on request only, this field should be marked N/A. 5.1.5 Number of deliveries made This field should reflect the actual number of deliveries made that month and will cover all modes of delivery (company van, special delivery, courier etc.). This will also include any out of schedule deliveries required for any reason. 5.1.6 Total number of items issued An 'item' can be described as a single dispensing event, e.g. – A homecare prescription for 28

FAQs

What is the purpose of Appendix 9 in the KPI reporting process?

It describes the format of the KPI reports required from homecare providers and explains what each KPI field means.

How often are KPI reports provided to the health board/trust?

KPI report fields are provided month by month by the homecare providers, and reports are made available to the health board/trust at the end of each financial quarter (January, April, July, and October).

How should the KPI field for “Number of deliveries made” be calculated?

It should reflect the actual number of deliveries made that month across all delivery modes, including any out-of-schedule deliveries required for any reason.

Sep 12, 2026

Upload by Mason