Herefordshire council’s signposting project review

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  • Herefordshire council’s signposting project review

    1. 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. 2. Herefordshire……… <ul><li>Herefordshire is situated on the western edge of the West Midlands on the border with Wales and covers approximately 842 square miles. </li></ul><ul><li>Geographically, Herefordshire is the 2nd largest unitary authority in England; in terms of population, it ranks 26th of these 46 unitary authorities. </li></ul><ul><li>The population is approximately 179,000 and is the 4th lowest population density of the 150 'top tier'* authorities in England. </li></ul><ul><li>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. </li></ul><ul><li>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 </li></ul>
    3. 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. 4. About the Signposting Scheme <ul><li>Connects vulnerable people to services that they need to remain independent and living in their own homes. </li></ul><ul><li>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). </li></ul><ul><li>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). </li></ul><ul><li>Based around a simple assessment form, which is processed by the signposting team and forwarded to the appropriate agencies for action. </li></ul><ul><li>Allows Herefordshire to focus on prevention services, through good co-ordination and partnership, and without huge additional expenditure. </li></ul><ul><li>Forms part of a local approach to person-centered services, which include intermediate care, extra care housing and home support services. </li></ul>
    5. 5. Top Ten Signposting Services Used
    6. 6. Top Ten Referral Agencies
    7. 7. The Project Objectives <ul><li>The project aimed to build on the success of the existing signposting scheme by: </li></ul><ul><ul><li>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. </li></ul></ul><ul><ul><li>Sharing this information more fully with other internal & external organisations to provide a wider view of the needs of the service user. </li></ul></ul><ul><ul><li>Analyse the data captured, together with service user characteristics, to help us better understand the needs of the various service user groups. </li></ul></ul><ul><ul><li>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. </li></ul></ul>
    8. 8. Localised segmentation <ul><li>Herefordshire engaged with Experian Local Government team to create customised local segmentation of local population </li></ul><ul><li>35 local authority and PCT datasets used, including local SUS data </li></ul><ul><li>12 segments created </li></ul><ul><li>All datasets UPRN coded </li></ul><ul><li>and will be uploaded into </li></ul><ul><li>Herefordshire’s GIS system </li></ul><ul><li>to maximise benefits </li></ul>
    9. 19. Localised segmentation – Group 10 County
    10. 20. Localised segmentation – Group 10 Locality
    11. 21. Localised segmentation – Group 10 Village
    12. 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
    13. 23. E-referral + Localised segmentation = Better outcomes for all <ul><li>Signposting referral received by Police officer via SMS </li></ul><ul><li>Prior to visit Police Officer searches property’s UPRN to identify which segment they are aligned to. </li></ul><ul><li>+ </li></ul><ul><li>HR2 6EY </li></ul><ul><li>Localised segmentation </li></ul><ul><li>Single pensioners </li></ul><ul><li>Low property value </li></ul><ul><li>Council tax discount </li></ul><ul><li>On housing benefits </li></ul><ul><li>Low household income </li></ul><ul><li>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 </li></ul><ul><li>Influenza & pneumonia </li></ul>
    14. 24. Link e-referral to segment profiles <ul><li>Reduction in time taken to signpost older vulnerable adults into local authority services </li></ul><ul><li>Predict future service users to assist with better targeting of resources </li></ul><ul><li>Enable partner organisations to understand what potential services “localised segmented” households are likely to want to access </li></ul><ul><li>Maximising independence </li></ul><ul><li>Informing local plans for local people, joint corporate plan for Herefordshire council and Herefordshire primary care trust </li></ul>
    15. 25. How are we measuring the success of the project? <ul><li>Expect to see a reduction in A&E admissions through falls and older related incidents </li></ul><ul><li>Increase take up of Signposted services through the E-referral solution </li></ul><ul><li>Reduced cost of signposting service </li></ul><ul><li>Higher volume of service requests being made via the Signposting team </li></ul>
    16. 26. Link e-referral to segment profiles <ul><li>Reduction in time taken to signpost older vulnerable adults into local authority services </li></ul><ul><li>Predict future service users to assist with better targeting of resources </li></ul><ul><li>Enable partner organisations to understand what potential services “localised segmented” households are likely to want to access </li></ul><ul><li>Maximising independence </li></ul><ul><li>Informing local plans for local people, joint corporate plan for Herefordshire council and Herefordshire primary care trust </li></ul>
    17. 27. How are we measuring the success of the project? <ul><li>Expect to see a reduction in A&E admissions through falls and older related incidents </li></ul><ul><li>Increase take up of Signposted services through the E-referral solution </li></ul><ul><li>Reduced cost of signposting service </li></ul><ul><li>Higher volume of service requests being made via the Signposting team </li></ul>
    18. 28. Lessons Learnt <ul><li>Sharing data across organisations - data sharing protocols should not be seen as a blockage to joined up working </li></ul><ul><li>Things will take longer than you expect </li></ul><ul><li>Establish a good working relationship with your supplier early on and maintain it </li></ul><ul><li>Expand the scope of your project as opportunities present themselves, sometimes you only get one opportunity to get it right! </li></ul>
    19. 29. Any Questions? For further information please contact: - Richard Beavan-Pearson Email: [email_address] Louise Round Email: [email_address]

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