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Helena Herklots, Services Director, Age UK


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Helena Herklots, Services Director at Age UK spoke about future cusotmer and services trends at the Services for Later Life conference

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Helena Herklots, Services Director, Age UK

  1. 1. <ul><li>Looking to the future – customer and service trends </li></ul><ul><li>Heléna Herklots </li></ul><ul><li>Services Director, Age UK </li></ul>
  2. 2. Age UK <ul><ul><li>6 million people receive the information and advice they need </li></ul></ul><ul><ul><li>250,000 older people are digitally included, </li></ul></ul><ul><ul><li>300,000 older people improve their physical and mental wellbeing </li></ul></ul><ul><ul><li>15,000 older people maintain their independence in their own home by using our handyperson services </li></ul></ul>This year we will provide services to older people, their carers, families, and friends, ensuring that:
  3. 3. Increasing numbers of people in later life
  4. 4. With more wealth to draw on
  5. 5. Education
  6. 6. Employment
  7. 7. Internet usage
  8. 8. More likely to be on their own
  9. 9. Who are our customers? Impairment Estimated number retired people in UK Mobility 5.7 million Manual dexterity 2.5 million Physical coordination 2.2 million Hearing 2.1 million Personal care 1.7 million Continence 1.7 million Memory or concentration 1.7 million Sight 1.6 million Lifting, carrying, moving objects 6.4 million No impairment 2.7 million With at least one impairment 9.3 million
  10. 10. We are not meeting demand Men Women   50-64 65-74 75+ All 50-64 65-74 75+ All % with at least one limitation with daily activities 39 53.8 74.3 52.5 53.2 68.1 85.8 64.9 Help received from any source 31.4 31.4 48.0 33.6 37.3 43.0 59.2 44.1 Percentage with at least one limitation and receiving no help Estimated number of people (UK) rounded 7.6% 22.4% 26.3% 18.9% 1.9 million 15.1% 25.1% 26.6% 20.8% 2.4 million
  11. 11. What do people in later life tell us? <ul><li>“ I want to stay healthy, fit and active for as long as I can.” </li></ul><ul><li>“ I want to keep my independence and be able to get out and about.” </li></ul><ul><li>“ I want to stay in touch with my family, neighbourhood and community.” </li></ul><ul><li>“ I want to be in control of the decisions that affect my life.” </li></ul><ul><li>“ I want to be safe and secure in my own home and when I go out.” </li></ul><ul><li>“ I want an income that is enough for me to participate in family and community life, not just barely get by.” </li></ul><ul><li>“ I want to maintain my dignity and to be treated with respect and consideration for my privacy and preferences.” </li></ul>
  12. 12. Where does the money go? <ul><li>Care homes </li></ul><ul><li>£14 billion in 2009 </li></ul><ul><li>Non residential community care services </li></ul><ul><li>£7.6 billion in 2009 </li></ul><ul><li>Self-funded care market </li></ul><ul><li>Home care: £510 million in 2003 to £652 million in 2010 </li></ul>
  13. 13. What about the future? <ul><li>Costs of treating dementia increasing from £15 billion to £23 billion in 2018 </li></ul><ul><li>People requiring social care increasing from 1.9 million to 3.6 million over 20 years </li></ul><ul><li>Cuts in public spending by 25-40% over 4 years </li></ul><ul><li>£20 billion in health efficiency savings </li></ul><ul><li>Local authority spending on older people in 2011-12: £7.04 billion, down by 8.4% </li></ul>
  14. 14. What does this mean for services for later life? <ul><li>Demand increasing but insufficient supply </li></ul><ul><li>More people, better informed, exercising more choice with more money </li></ul><ul><li>Not just about services to meet needs </li></ul><ul><li>Customer experience increasingly important </li></ul><ul><li>Incremental improvements won’t be enough </li></ul>
  15. 15. What do we need to do? <ul><li>Now is the time to be ambitious </li></ul><ul><li>Amongst Age UK’s ambitions for 2020: </li></ul><ul><ul><li>1 million fewer pensioners in poverty </li></ul></ul><ul><ul><li>Equal treatment for older people </li></ul></ul><ul><ul><li>Fair care provision for all </li></ul></ul><ul><ul><li>Information and Advice to 10 million </li></ul></ul><ul><ul><li>1 million more people digitally included </li></ul></ul><ul><ul><li>Support for independent living; for staying well and for the most vulnerable </li></ul></ul><ul><li>Work with older people and in partnership </li></ul>
  16. 16. Aim to change the landscape for services in later life <ul><li>Services developed, designed, delivered with older people </li></ul><ul><li>That improve quality of life and respond to the individual </li></ul><ul><li>That recognise the value of people coming together where the line between receiving and providing is blurred </li></ul><ul><li>Providers have a huge role in developing new markets for services, based on what people want. </li></ul>
  17. 17. Focus on key outcomes <ul><li>Living independently at home </li></ul><ul><li>Maintaining and improving health and well-being </li></ul><ul><li>Living with dignity and respect </li></ul>
  18. 18. <ul><li>Our vision is of a world </li></ul><ul><li>in which older people flourish. </li></ul><ul><li>We aim to improve the lives of older people, </li></ul><ul><li>making a real practical difference to people today, </li></ul><ul><li>while working for a better later life in the future. </li></ul>