Using the Outcomes Star to bring communications and service delivery together


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Joy MacKeith, Triangle Consulting

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Using the Outcomes Star to bring communications and service delivery together

  1. 1. Measuring and Communicating Your Impact Conference 29 June 2011CharityComms is the professional membership body for charity communicators. We believe charity communicationsare integral to each charity’s work for a better world.W: T: 020 7426 8877
  2. 2. T Using the Outcomes Star to bring communications and service delivery together Presentation to Measuring and Communicating your Impact Conference 29th June 2011 Joy MacKeith© Triangle Consulting 2011 2
  3. 3. Communications and Service delivery
  4. 4. The Outcomes Star™
  5. 5. Use when.....There is an on-going relationship with a person,organisation, community or other body where thepurpose is to support them in making positivechangesParticularly appropriate where there is one to onekey-work or case-work with the client
  6. 6. Tailored versions for different groups
  7. 7. More in the pipelineLearning Disability StarSpectrum Star (Autistic Spectrum)Empowerment Star (Domestic Violence)Drug StarMusic Therapy StarSexual Health StarMentoring and Befriending Star..... And many more in discussion
  8. 8. A visual tool
  9. 9. An objective tool
  10. 10. Detailed descriptions of each scale point
  11. 11. Built on a model of change
  12. 12. Discuss each area in turn
  13. 13. Then plot on Star for overview
  14. 14. Repeat at later point to see change
  15. 15. Notes provide more detailed information
  16. 16. And links directly to action planning
  17. 17. Outcomes info at four levels 17© Triangle Consulting 2010
  18. 18. Service outcomes© Triangle Consulting 2009
  19. 19. Service outcomes (detail)© Triangle Consulting 2009
  20. 20. Service outcomes as Star© Triangle Consulting 2009
  21. 21. Service outcomes (detail)© Triangle Consulting 2009
  22. 22. Compare services© Triangle Consulting 2009
  23. 23. Compare services (detail)© Triangle Consulting 2009
  24. 24. Benchmark externally© Triangle Consulting 2009
  25. 25. Benchmark externally (detail)© Triangle Consulting 2009
  26. 26. Advanced Service Report© Triangle Consulting 2009
  27. 27. Advanced Service Report© Triangle Consulting 2009
  28. 28. Data is easy to interpret 28 Score Interpretation Mean score on entry to the entering the service at the service = 3.5 ‘Accepting help’ stage Will attend appointments but need high level of encouragement, supervision and monitoring Mean score on exit = 6 Leaving the service at the ‘Believing’ stage. Clients are driving change and taking the initiative but still need high support© Triangle Consulting 2010
  29. 29. St Mungos learning from Star data 29 73% of clients benefit (11% staying stable & 62% progressing) Best outcomes among a minority group with specialist workers (86% made progress) – demonstrating that this approach works Women did not progress in the hostels – need to rethink provision for women or avoid hostels? Outcomes reduce after 12 months, especially without progression and activities in a hostel – need for move-on accommodation© Triangle Consulting 2010
  30. 30. Service users like it 30 “I felt fully involved; it was clear and easy to understand and focused on me as a whole person, not just as a problem. It felt like a conversation; felt like the first time someone had really listened to me...”© Triangle Consulting 2009
  31. 31. And so do workers and managers 31 “The services are more client-focussed because the Star makes us think about the client and what is changing for each individual..... It has helped staff to start thinking creatively about how to get greater improvements as well.© Triangle Consulting 2009
  32. 32. Widely recognised 32 Department of Health mental health White Paper ‘New Horizons’ features the Recovery Star. DoH has funded the use of the mental health version of the Star in five of the ten strategic health authorities in England and the new Well-being Star National membership bodies Homeless Link, Mental Health Providers Forum and Alcohol Concern publish and promote the version for their sector Local Authorities including Camden, Kirklees, Westminster and Derbyshire are writing the Outcomes Star into their contracts Chartered Institute of Housing is featuring the Homelessness Star in its new qualification for key-workers in homelessness services Big Lottery funded the development of the Outcomes Star website Service providers are using it in USA, Australia, Italy, Denmark as well as UK© Triangle Consulting 2010
  33. 33. Resources to support each version
  34. 34. Cost effective 34 Paper tools are free to download and use Star online is £28 per worker per anum (£24 over 200) which includes support Training available and licensing of internal trainers© Triangle Consulting 2010
  35. 35. Star online - Flexible use 35 Can be used on its own or linked via API to an existing system Works on Ipad and Iphone Can complete Stars on paper and enter info online afterwards if preferred Can be purchased as part of a package (eg Substance Views)© Triangle Consulting 2011
  36. 36. To find out more 36 Visit to find out more about the Outcomes Star and download paper versions of the Star for free Visit and click on 30 day free trial to experiment with using the Star online yourself© Triangle Consulting 2010