A1 paul hill


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A1 paul hill

  1. 1. Connect Partnership Customer Insight – Leading to the older peoples prevention project LGCIF – 10 March 2011 Paul Hill Manager – Connect Partnership e: [email_address] t: 01723 232304 m:  07967 465232 f: 0870 2384159
  2. 2. Connect Partnership <ul><ul><li>Established 2008 </li></ul></ul><ul><ul><li>Remit: </li></ul></ul><ul><ul><ul><li>Improve web access and web-enabling of key systems </li></ul></ul></ul><ul><ul><ul><li>Improve mediated service delivery and the promotion of self help (channel shift) </li></ul></ul></ul><ul><ul><ul><li>Promote the sharing of information and systems </li></ul></ul></ul><ul><ul><ul><li>Seamless access to a wide range of community based information services </li></ul></ul></ul>North Yorkshire Connect Partnership
  3. 3. Connect Partnership <ul><ul><li>Partners: </li></ul></ul><ul><ul><ul><li>North Yorkshire County Council </li></ul></ul></ul><ul><ul><ul><li>City of York Council </li></ul></ul></ul><ul><ul><ul><li>Craven District Council </li></ul></ul></ul><ul><ul><ul><li>Hambleton District Council </li></ul></ul></ul><ul><ul><ul><li>Harrogate Borough Council </li></ul></ul></ul><ul><ul><ul><li>Richmondshire District Council </li></ul></ul></ul><ul><ul><ul><li>Ryedale District Council </li></ul></ul></ul><ul><ul><ul><li>Scarborough Borough Council </li></ul></ul></ul><ul><ul><ul><li>Selby District Council </li></ul></ul></ul><ul><ul><ul><li>North York Moors & Yorkshire Dales National Parks </li></ul></ul></ul><ul><ul><ul><li>North Yorkshire Police </li></ul></ul></ul>North Yorkshire Connect Partnership
  4. 4. Connect Partnership - Governance <ul><ul><li>Appointed a Manager in March 2009 </li></ul></ul><ul><ul><li>Chaired by Jim Dillon (Chief Executive of SBC) </li></ul></ul><ul><ul><li>Representatives from: </li></ul></ul><ul><ul><ul><li>North Yorkshire County Council </li></ul></ul></ul><ul><ul><ul><li>City of York Council </li></ul></ul></ul><ul><ul><ul><li>Harrogate Borough Council </li></ul></ul></ul><ul><ul><ul><li>Ryedale District Council </li></ul></ul></ul><ul><ul><ul><li>Scarborough Borough Council </li></ul></ul></ul><ul><ul><ul><li>National Parks </li></ul></ul></ul><ul><ul><ul><li>North Yorkshire Police </li></ul></ul></ul>Connect Partnership Board
  5. 5. Connect Partnership - Vision <ul><ul><li>…… .. 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. </li></ul></ul>Connect Partnership Vision
  6. 6. Customer Insight – Stage 1 <ul><li>Wanted to engage in a Customer Insight study </li></ul><ul><li>Decided on segment - older people </li></ul><ul><li>Selected external partner – Aperia </li></ul><ul><li>Ran three focus groups with Older People in Hambleton, Harrogate and Scarborough. The aims of these were to capture: </li></ul><ul><ul><li>The hopes, fears, needs and expectations as they grow older </li></ul></ul><ul><ul><li>Their views and perceptions of the public sector </li></ul></ul><ul><ul><li>Their experiences in accessing and consuming services through various channels </li></ul></ul><ul><ul><li>Their views of potential areas for improvements in terms of access to services </li></ul></ul>Customer Insight study?
  7. 7. Customer Insight – Stage 1 <ul><li>The clearest finding in terms of perceptions of the public sector provides a confusing conflict </li></ul>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
  8. 8. Customer Insight – Stage 1 <ul><li>Views and Perceptions of the Sector </li></ul>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
  9. 9. 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 time Improved 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
  10. 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 independent Losing 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 services Improved 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 accommodation Adequate 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/support Being 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
  11. 11. Customer Insight – Stage 1 to 2 <ul><li>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 </li></ul>http://www.connect-partnership.org.uk/public-documents
  12. 12. Customer Insight – Stage 2 <ul><li>Focus on prevention agenda </li></ul><ul><li>Older People entitled to in excess of 150 services across public sector </li></ul><ul><li>Focus to be on secondary prevention to reduce A&E admission and keep people safe at home </li></ul><ul><ul><li>Relates to the issues that came out of the workshops </li></ul></ul><ul><ul><li>Includes services from a variety of partners </li></ul></ul><ul><ul><li>Manageable number of services </li></ul></ul><ul><li>Average care home cost per annum - £25,000 </li></ul><ul><li>Average home care cost per annum - under £10,000 </li></ul><ul><li>Average hip replacement cost - £30,000 </li></ul>
  13. 13. Customer Insight – Stage 2 <ul><li>For prevention, a typical older person’s journey map could include </li></ul><ul><li>32 services from 13 organisations </li></ul><ul><li>Multiple application forms (10), checks (12) & assessments (16) </li></ul><ul><li>Access to 14 different ‘expert resources’ </li></ul><ul><li>Can obtain 11 different types of ‘asset’ </li></ul><ul><li>Identified 3 sources of revenue & 7 education opportunities </li></ul>Currently the elderly are expected to navigate much of this themselves
  14. 14. Customer Insight – Stage 2
  15. 15. Customer Insight – Stage 2 <ul><li>What next? </li></ul><ul><li>Aims for Stage 2 </li></ul><ul><ul><li>Want to make a difference </li></ul></ul><ul><ul><li>Do something that target group would view as positive </li></ul></ul><ul><li>Stage 2 programme </li></ul><ul><ul><li>Taken forward by Public Services Executive </li></ul></ul><ul><ul><li>Target group – to support those at most risk of falling </li></ul></ul><ul><ul><li>Developing new multi-agency referral process </li></ul></ul><ul><ul><li>Incorporate some level of commissioning </li></ul></ul><ul><ul><li>Develop ‘system’ to evaluate need and signpost </li></ul></ul><ul><ul><li>Run pilot of new integrated process for delivering services </li></ul></ul><ul><ul><li>Evaluate outcome from pilot </li></ul></ul>
  16. 16. Customer Insight – Stage 2 <ul><li>Stage 2 pilot plan </li></ul><ul><li>Develop new referral process and ‘system’ by 31 May 2011 </li></ul><ul><li>Develop monitoring/success criteria </li></ul><ul><li>To be delivered by existing Home Safety Partnership </li></ul><ul><li>Referrals direct from Health, Adult Social Care and Third Sector </li></ul><ul><li>Pilot to run between June and November 2011 </li></ul><ul><li>Analysis of outcomes and final report by end of December 2011 </li></ul><ul><li>If deemed a success; </li></ul><ul><ul><li>Sustainability? </li></ul></ul><ul><ul><li>Becomes model for wider target group(s) </li></ul></ul>
  17. 17. Customer Insight – Stage 2 <ul><li>What do we want from the pilot? </li></ul><ul><li>Reduce the volume of leaflets </li></ul><ul><li>Improve signposting to increase take up of service </li></ul><ul><li>Enable any touch with any agency (third sector, GP, District, County, Fire service) to lead to commissioning all services to which they entitled </li></ul><ul><li>Share information to better target prevention services </li></ul><ul><li>Design joined-up application and assessment processes </li></ul><ul><li>Capture and analyse take-up and shared tracking of outcomes </li></ul>
  18. 18. Connect Partnership <ul><li>Any Questions? </li></ul>