Leading the older peoples prevention project

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

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
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 - 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 - 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

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?

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

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

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

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

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

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

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

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

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)

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
Any Questions?

Leading the older peoples prevention project

by localinsight on Mar 10, 2011

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Leading the older peoples prevention project — Presentation Transcript