Transforming Home Care Delivery – Rhondda Cynon Taf Council

Rhondda Cynon Taf County Borough Council (RCT) faced increasing pressures across its Home Care service including an ageing population, widespread sector recruitment challenges and geographical barriers that limit transport and accessibility. The area’s mixed urban and remote valley communities created inconsistencies in care delivery, while delays in hospital discharge placed additional pressure on both social care and the local Health Board. 

The Council previously operated a dual delivery model with both internal teams and multiple overlapping external providers, creating inefficiencies and risking complex TUPE transfers during reprocurement. Recognising that incremental changes would not meet future needs, the Council embarked on a full strategic redesign. This involved comprehensive engagement with service users, families, care staff, independent providers, and the Health Board. Their insights shaped a contract approach focused on stability, fairness, and improved outcomes for residents reliant on essential Home Care support.

Using extensive feedback and data analysis, the Council implemented a new contracting model centred on fairness, predictability, and partnership. Geographical lots were completely redefined to remove overlap, reduce travel challenges, and support both walking and vehicle based routes.

A pioneering monthly advance payment system based on historical care patterns was introduced to enable providers to invest confidently in staffing, shift allowances, and better working conditions. Digital tools also played a major role including the use of Microsoft Teams which enabled realtime coordination between internal teams with Power BI mapping supporting an evidence based redesign of routes and coverage areas.

Providers were engaged repeatedly through dedicated engagement sessions, collaborative lotdesign reviews, and planning for a phased transition of live care packages. Contract requirements were aligned with Welsh Government principles to improve hospital flow, ensuring residents could be discharged quickly and safely with protected care hours.

The redesigned contract has transformed Home Care delivery in Rhondda Cynon Taf. Waiting lists have reduced to single figures, enabling residents to access essential support far more quickly. Hospital discharge delays have also been minimised, easing system pressures and supporting timely transfer of care.

Area based lotting has also improved provider collaboration, increased capacity through targeted recruitment, and strengthened relationships between care staff and service users by removing unnecessary provider changes. In addition providers report greater financial stability and improved ability to retain staff, supported by advance payments and better planned care routes.

Service users and staff have also given highly positive feedback, particularly around continuity and responsiveness of care. Internally, stronger cross departmental collaboration has become embedded as a longterm procurement approach, ensuring that early engagement, coproduction, and outcome driven planning remain central to future service redesigns.