Leading the older peoples prevention project
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Transcript of Leading the older peoples prevention project
Connect Partnership
Connect Partnership
Customer Insight – Leading to the older peoples prevention project
LGCIF – 10 March 2011
Paul Hill
Manager – Connect Partnershipe: [email protected]
t: 01723 232304
m: 07967 465232
f: 0870 2384159
Connect Partnership
Connect Partnership
• Established 2008
• Remit:• Improve web access and web-enabling of key
systems• Improve mediated service delivery and the
promotion of self help (channel shift)• Promote the sharing of information and systems• Seamless access to a wide range of community
based information services
North Yorkshire Connect Partnership
Connect Partnership
Connect Partnership
Partners:• North Yorkshire County Council• City of York Council• Craven District Council• Hambleton District Council• Harrogate Borough Council• Richmondshire District Council• Ryedale District Council• Scarborough Borough Council• Selby District Council• North York Moors & Yorkshire Dales National Parks• North Yorkshire Police
North Yorkshire Connect Partnership
Connect Partnership
Connect Partnership - Governance
• Appointed a Manager in March 2009
• Chaired by Jim Dillon (Chief Executive of SBC)
• Representatives from:
• North Yorkshire County Council
• City of York Council
• Harrogate Borough Council
• Ryedale District Council
• Scarborough Borough Council
• National Parks
• North Yorkshire Police
Connect Partnership Board
Connect Partnership
Connect Partnership - Vision
…….. is for customers to have completely seamless community service delivery, regardless of the provider or the preferred access channel and all made possible by new ways of working and electronic access to key information.
Connect Partnership Vision
Connect Partnership
Customer Insight – Stage 1
Wanted to engage in a Customer Insight study
• Decided on segment - older people
• Selected external partner – Aperia
• Ran three focus groups with Older People in Hambleton, Harrogate and Scarborough. The aims of these were to capture:
• The hopes, fears, needs and expectations as they grow older
• Their views and perceptions of the public sector
• Their experiences in accessing and consuming services through various channels
• Their views of potential areas for improvements in terms of access to services
Customer Insight study?
Connect Partnership
Customer Insight – Stage 1
The clearest finding in terms of perceptions of the public sector provides
a confusing conflict
That almost everyone presented a very negative image of their overall experiences and perceptions, however, they talk very positively about the individual interactions and people with whom they engage
Connect Partnership
Customer Insight – Stage 1
Views and Perceptions of the Sector
Differing levels of service
Uphill struggle
Unhappy experience
Confusing
Fenced off
Not in touch
Impersonal
Minimal co-ordination
Condescending
Telling rather than asking
Cold
Difficult to penetrate
Confusing for the family
Government rather than user-centred
Closed door
Intimidating
Doesn’t listen
Bureaucratic
Lots of doors to go through
Connect Partnership
If I could change anything (access to
services )
Make the Little Red Bus
Service more accessible
Less jargon / plan English
Better bus service
One easy telephone number
answered by a person
Call a spade a spade, no
impersonal or confusing initials
Change 0845 numbers to
free 0800 numbers
Better public transport
Forms in plain English
Personal visits to and from services
concerned
No more automated
menus, just get a human voice
first timeImproved telephone access to health services for personal direct
medical advice
One easy telephone number
answered by a person
One Stop Shop in the my town
A person to help me with the various application
forms
GP’s and Post Office able to
deal with enquiries about
all services
Single contact number
A person who can tell me what I am
entitled to and where I need to go
A qualified service for senior citizen in
need
Much more regular communication with services generally
Signposted to all services
Council Offices and Housing Association
based in town
Common sense in all
things
One number to ask for help
To receive clear concise information about the services that are available
Improved care services (home & residential)
Better transport
Broader face-to-face access
Simplified and clearer forms and
information
Broader telephony access
Older Person Advocate who can
help me with everything
Connect Partnership
10
Hopes and Fears
Someone to do the little outside jobs e.g.
Putting out the bin
Help with garden & housework
To remain in own home
Becoming incapable of looking after myself
and losing my independence
Would like to replace the shower with bath
Losing independence
Remain independent & get help when needed
Would like own property again
Stay in own home as long as possible
Being unable to keep my independence
Remain independent
To remain healthy, active and
independentLosing mobility To remain independent
To remain independent and in own home
Warden visits
Shortage of case workers
Lack of funding leading to a
curtailment of servicesImproved care for
older people Help will be available as and when needed
Struggle to get care when needed
Lack of funding to help with care
Being able to stay in my sheltered
accommodationAdequate funding
Budget cuts don't affect the cared for
Good Government funding
Lack of funding to cover future care
expectations
Still able to see friends
Permanently good neighbours
Keep all my friends
Being isolated
Dying alone
Being able to visit friends and go on
holiday
Live in a friendly atmosphere
Being left alone
More opportunities to socialise
Someone to contact in emergencies
Able to socialise with friends/fear of isolation
Health and community care under one budget
Home Care
Shortage of case workers
Good standard of care when needed
Access to good healthcare
Getting looked after in later life
Telecare
Good quality primary care/supportBeing looked after
when it is needed
Having to go into hospital or a care
home
To remain reasonably well
To stay healthy as long a possible
Poor health To remain healthy, active and
independent
Losing mobility
Able to get into town and do shopping
Unable to use public transport
Unable to get to my groups and do my
shopping
Extending the little red bus service
Getting around
Information on the services available or
lack of it
Assistance in applying for services
One Stop Shop
Easier access to services
Better access to services
Having a stroke and being unable to speak
To be healthy as long as possible
Safety, mobility, stability and
transport
Health - prevention
Connect Partnership
Customer Insight – Stage 1 to 2
More detail on the Stage 1 findings can be found in the Stage 1 Final Report; and the Stage 2 PID sets out the Stage 2 approach
http://www.connect-partnership.org.uk/public-documents
Connect Partnership
Customer Insight – Stage 2
Focus on prevention agenda
• Older People entitled to in excess of 150 services across public sector
• Focus to be on secondary prevention to reduce A&E admission and keep people safe at home
• Relates to the issues that came out of the workshops
• Includes services from a variety of partners
• Manageable number of services
• Average care home cost per annum - £25,000
• Average home care cost per annum - under £10,000
• Average hip replacement cost - £30,000
Connect Partnership
Customer Insight – Stage 2
For prevention, a typical older person’s journey map could include
• 32 services from 13 organisations
• Multiple application forms (10), checks (12) & assessments (16)
• Access to 14 different ‘expert resources’
• Can obtain 11 different types of ‘asset’
• Identified 3 sources of revenue & 7 education opportunities
Currently the elderly are expected to navigate much of this themselves
Connect Partnership
Customer Insight – Stage 2
Connect Partnership
Customer Insight – Stage 2
What next?• Aims for Stage 2
• Want to make a difference
• Do something that target group would view as positive
• Stage 2 programme
• Taken forward by Public Services Executive
• Target group – to support those at most risk of falling
• Developing new multi-agency referral process
• Incorporate some level of commissioning
• Develop ‘system’ to evaluate need and signpost
• Run pilot of new integrated process for delivering services
• Evaluate outcome from pilot
Connect Partnership
Customer Insight – Stage 2
Stage 2 pilot plan• Develop new referral process and ‘system’ by 31 May 2011• Develop monitoring/success criteria
• To be delivered by existing Home Safety Partnership
• Referrals direct from Health, Adult Social Care and Third Sector
• Pilot to run between June and November 2011
• Analysis of outcomes and final report by end of December 2011
• If deemed a success;
• Sustainability?
• Becomes model for wider target group(s)
Connect Partnership
Customer Insight – Stage 2
What do we want from the pilot?
• Reduce the volume of leaflets• Improve signposting to increase take up of service
• Enable any touch with any agency (third sector, GP, District, County, Fire service) to lead to commissioning all services to which they entitled
• Share information to better target prevention services
• Design joined-up application and assessment processes
• Capture and analyse take-up and shared tracking of outcomes
Connect Partnership
Connect Partnership
Any Questions?