C3 richard beavan pearson and louise round

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Transcript

  • 1. Using Customer Insight to Understand Complex issues 10 th March 2010 Herefordshire Council’s Signposting Project Review Richard Beavan-Pearson – Assistant Director of Customer Services and Communications Louise Round – Corporate Project Manager
  • 2. Herefordshire………
    • Herefordshire is situated on the western edge of the West Midlands on the border with Wales and covers approximately 842 square miles.
    • Geographically, Herefordshire is the 2nd largest unitary authority in England; in terms of population, it ranks 26th of these 46 unitary authorities.
    • The population is approximately 179,000 and is the 4th lowest population density of the 150 'top tier'* authorities in England.
    • About one-third of the population lives in Hereford City, a third in one of the 5 market towns and a third in rural areas.
    • We are the first authority in the country to bring the Council, Primary Care Trust & Hospital Trust under one Chief Executive in order to deliver more cost effective and efficient services to our citizens
  • 3. The Challenge The County’s population has a considerably older age profile than that of England and Wales - 22.7% of the population is retired, compared with 18.5% nationally and there are fewer people of working age in comparison (58% compared to 61%). This all puts a huge strain on the finance & resources required by Adult Social Care to support older and vulnerable people in the County Population Forecasts (2006 based) Age Group 2011 2016 2026 0-14 28,100 27,200 27,000 15-59 98,600 97,100 89,900 60+ 55,700 62,100 76,700 Total 182,400 186,400 193,600
  • 4. About the Signposting Scheme
    • Connects vulnerable people to services that they need to remain independent and living in their own homes.
    • Reaches vulnerable people in rural areas as well as those in the more populated areas (some villages have village wardens who are sponsored by the scheme).
    • Cost effective as it maximises resources & engages many voluntary sector organisations that can provide high quality and relatively low cost services (50 partner agencies currently involved).
    • Based around a simple assessment form, which is processed by the signposting team and forwarded to the appropriate agencies for action.
    • Allows Herefordshire to focus on prevention services, through good co-ordination and partnership, and without huge additional expenditure.
    • Forms part of a local approach to person-centered services, which include intermediate care, extra care housing and home support services.
  • 5. Top Ten Signposting Services Used
  • 6. Top Ten Referral Agencies
  • 7. The Project Objectives
    • The project aimed to build on the success of the existing signposting scheme by:
      • Improving the data capture & processing aspects in order to streamline the referral process and to provide more detailed & meaningful information in a more timely manner.
      • Sharing this information more fully with other internal & external organisations to provide a wider view of the needs of the service user.
      • Analyse the data captured, together with service user characteristics, to help us better understand the needs of the various service user groups.
      • Use this information to help anticipate and target resident’s needs for services, which will in turn improve service delivery and inform service planning and Herefordshire “Tell us once” project.
  • 8. Localised segmentation
    • Herefordshire engaged with Experian Local Government team to create customised local segmentation of local population
    • 35 local authority and PCT datasets used, including local SUS data
    • 12 segments created
    • All datasets UPRN coded
    • and will be uploaded into
    • Herefordshire’s GIS system
    • to maximise benefits
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  • 19. Localised segmentation – Group 10 County
  • 20. Localised segmentation – Group 10 Locality
  • 21. Localised segmentation – Group 10 Village
  • 22. Localised segmentation – Group 10 Household Street Number Postcode Herefordshire Group 1 HR 4 8BP 1 8 HR 4 8BP 1 13 HR 4 8BP 1 7 HR 4 8BP 1 9 HR 4 8BP 6 14 HR 4 8BP 6 2 HR 4 8BP 6 11 HR 4 8BP 1 16 HR 4 8BP 1 3 HR 4 8BP 1 5 HR 4 8BP 1 6 HR 4 8BP 1 10 HR 4 8BP 1 12 HR 4 8BP 5 4 HR 4 8BP 5 15 HR 4 8BP 10
  • 23. E-referral + Localised segmentation = Better outcomes for all
    • Signposting referral received by Police officer via SMS
    • Prior to visit Police Officer searches property’s UPRN to identify which segment they are aligned to.
    • +
    • HR2 6EY
    • Localised segmentation
    • Single pensioners
    • Low property value
    • Council tax discount
    • On housing benefits
    • Low household income
    • Blue Badges, People helped in home, People contacted in relation to sign posting, Housing benefits, Single person discount, All benefits, Transfer payers, Leisure: Bowls, Leisure: LIFT Chronic lower respiratory diseases, Fractures
    • Influenza & pneumonia
  • 24. Link e-referral to segment profiles
    • Reduction in time taken to signpost older vulnerable adults into local authority services
    • Predict future service users to assist with better targeting of resources
    • Enable partner organisations to understand what potential services “localised segmented” households are likely to want to access
    • Maximising independence
    • Informing local plans for local people, joint corporate plan for Herefordshire council and Herefordshire primary care trust
  • 25. How are we measuring the success of the project?
    • Expect to see a reduction in A&E admissions through falls and older related incidents
    • Increase take up of Signposted services through the E-referral solution
    • Reduced cost of signposting service
    • Higher volume of service requests being made via the Signposting team
  • 26. Link e-referral to segment profiles
    • Reduction in time taken to signpost older vulnerable adults into local authority services
    • Predict future service users to assist with better targeting of resources
    • Enable partner organisations to understand what potential services “localised segmented” households are likely to want to access
    • Maximising independence
    • Informing local plans for local people, joint corporate plan for Herefordshire council and Herefordshire primary care trust
  • 27. How are we measuring the success of the project?
    • Expect to see a reduction in A&E admissions through falls and older related incidents
    • Increase take up of Signposted services through the E-referral solution
    • Reduced cost of signposting service
    • Higher volume of service requests being made via the Signposting team
  • 28. Lessons Learnt
    • Sharing data across organisations - data sharing protocols should not be seen as a blockage to joined up working
    • Things will take longer than you expect
    • Establish a good working relationship with your supplier early on and maintain it
    • Expand the scope of your project as opportunities present themselves, sometimes you only get one opportunity to get it right!
  • 29. Any Questions? For further information please contact: - Richard Beavan-Pearson Email: [email_address] Louise Round Email: [email_address]