Information Matters


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An A2 guide for delivering the universal information service element of the transformation of adult social care.

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Information Matters

  1. 1. of needs. that respond to their full range to choose and shape services related, enhancing their ability help respond to both of these needs. Shaping the Future of Care Together aspects of care and support are from across the adult social care agenda, can • Understand how different advice, drawing together delivery by partners new care and support system.” Social Care agenda are being met. Strategically planned, joined-up information and their needs them get what they need from the the objectives of the Transforming place and in a format that meets their strategic priorities. advice services, to demonstrate it will be of benefit. right information and advice to help advice that they want at a time, cost-effective, sustainable services which support the delivery of information and their service to those for whom • Find the information and and easy to find. Councils have a need to deliver “People must have access to the • Straightforward reporting on • Have a clear means of marketing specialist support when required carers, want information to be fully joined-up market facilitation with identified need need services, as well as their families and signposting and referrals to effective commissioning and promote their provision in line Consultations consistently show that those who initial point of contact, including can be used to inform ongoing services and develop and information they need at their demand for services which • Gain understanding of existing • Access the full range of information on supply and service provision • Access to integrated users can: decisions about housing options. availability and changes to means that potential service service to help those in later life to make appropriate information provision about their services, including from across delivery partners information services, as well as funding a national efficiency in delivery across • Easily update information together information and advice which includes an aim to strengthen local housing duplications and increased and potential providers to: delivering services which draw • Lifetime Homes, Lifetime Neighourhoods, of resources, reduction in providers can enable providers meets their needs. Planning and • Cost savings through pooling working longer communications with service and access the support which best can enable: provision alongside clear families, to find out about, choose on topics such as planning for retirement, pensions and information and advice services information on service users, as well as their carers and a national one-stop shop bringing together information planning and management of drawing together and managing them. It enables potential service expectation for local approaches to delivery alongside strategic priorities. Joined-up an overarching system for range of options available to • Building a Society for All Ages, which lays out the cost-effective and meet their social care agenda. Implementing services to understand the full they need it deliver services which are both provision underpins the adult advice equips those who need care and support for everyone in the country when Councils need to develop and Access to appropriate service Good quality information and out a requirement for easy access to information about • Shaping the Future of Care Together, which sets and commissioners care services to adult social care, including: Strategic leads, planners Providers of adult social The local community reflected in a number of other policy documents relating The need for good quality, accessible information is also support where required. with personal advocates available to provide extra internet and through appropriate community points, It needs to be delivered by phone, letter, email, the The benefits of joined up information and advice they are eligible for public funding. who needs access to services, regardless of whether Information and advice must be available to everyone for people needing services and their carers. LA Circular (DH) (2009) 1 in England to deliver universal information and advice can provide personalised support for all.” Putting People First requires all local authorities (LA) creating self-improving public services which which we live, the lives of our citizens and “The prize is huge, transforming the areas in Working towards universal information and advice By 2011, all Councils will be expected to Opportunity Links has put together the following set of questions to help Councils plan and deliver have: “Universal, joined-up information and their information and advice services. advice available for all individuals and carers, including those who self-assess and fund, which enables people to access information Have you identified a single lead for information who Do you have information management procedures has sufficient influence and authority across partners? in place, covering all delivery partners? from all strategic partners.” Effective planning and delivery across partners requires It is important that information and advice is accurate, Local Authority Circular (DH) (2009) leadership at a strategic level. Ideally, there should be consistent and appropriate, regardless of the channel a named officer who is accountable for developing and through which it is accessed. Management procedures delivering the information strategy, supported by a multi- and systems need to be in place to ensure that: agency steering group to monitor its implementation. information is being appropriately collected, stored and shared by all relevant partners in line with both legal and quality standards; delivery is of high quality Information and consistent at each access point; and reliable Have you identified the needs of your local management data is collected and fed back to inform To achieve the goal of fully accessible information and community and mapped these against current ongoing planning. matters advice services for all, it is essential that planning takes service provision? place at a strategic level and brings together key partners Have you set out clear measures to assess whether from across the adult social care agenda. Equally, delivery For delivery to be effective and sustainable, it needs you are making progress against your goals? needs to draw together the work of teams and agencies to respond to the needs of the local community and from both within and outside of the local authorities build on existing good quality information provision. Councils need to be able to demonstrate that policy (LA), with clear management procedures in place to It is important to have a clear understanding of where requirements are being achieved and to assess whether people go – or would like to go - for information; what the information needs of the local community are being ensure that the quality of information and advice is In September 2007 Government Ministers from consistent regardless of the point at which it is accessed. is currently in place to meet their information needs; met. Clear measures should be agreed at the outset, across six Departments signed Putting People First, gaps and inefficiencies in delivery; and the potential alongside processes to measure delivery, reach and If planned and structured effectively, information and setting out a shared vision and commitment for the demand for information delivery through a range of impact of the information and advice services. advice services designed to meet the Putting People First transformation of adult social care. In April 2009 access channels, including new technologies. requirements can also contribute to wider objectives, Councils were allocated the Adult Social Care Reform such as: Grant to enable this vision to be made a reality. Have you developed an information strategy? • Expectations for related information and advice services Does this link with other local strategies and Universal access to information and advice services is one Opportunity Links believes that people should set out in Shaping the Future of Care Together, objectives, such as the Local Area Agreement? of the five priorities agreed by the Department of Health, have access to quality information to empower and Building a Society for All Ages, and Lifetime Homes, ADASS and LGA for the first phase of the transformation1. A coherent strategy is essential for successful support them in the choices that they make. We Lifetime Neighbourhoods implementation. It should set out how information and Progress measures are set out as follows: deliver services direct to families and carers; work advice will be managed across partner agencies and • Effective commissioning and shaping of services in with national, regional and local government to include plans to ensure everyone in the local community By April 2010 Every Council has a strategy in place response to market need inform and respond to policy; and provide strategic, knows how, where and when they can access the technical and operational tools to help delivery on to create universal information and • National indicators, including NI 14, NI 130 and NI 139. information that they need. the ground. advice services By October 2010 The Council has put in place This document is part of a series being produced arrangements for universal access by Opportunity Links to support Councils to plan and to information and advice develop their information and advice services. It sets By April 2011 The public are informed about out key requirements for information and advice in where they can go to get the best policy documents across adult social care, and looks © Opportunity Links Ltd. This document has been For further information about Opportunity Links information and advice about their at how joined-up planning and delivery of the produced by Opportunity Links Ltd. It may be Phone: 01223 566 522 care and support needs. services benefits both Councils and the local community. reproduced for non-commercial purposes free of Email: charge, providing that it is reproduced accurately Visit: 1 and that the source is clearly acknowledged. Progress Measures for the Delivery of Transforming Adult Social Care (DH, ADASS, LGA, 2009). Formal assessment against these measures is currently being considered for 2010-11.
  2. 2. Information matters The table below sets out policy documents across key aspects of the adult social care agenda. It highlights requirements for relevant information and advice services, and also includes related documents of which planning and delivery should take account. This is intended to demonstrate the links across agendas and policy documents rather than acting as an exhaustive list, as there are a significant number of initiatives in which information and advice could potentially have an impact. Priority area Key policy documents Why is it important? Key requirements for information and advice Related documents This is intended to give a flavour of the range of key documents, rather than an exhaustive list. However, we would welcome feedback on additional documents that could be included. Personalisation Putting People First: a shared vision and commitment The overall cross-departmental vision and commitment to the transformation of adult social care. It sets out the Universal information, advice & advocacy service for people needing services and their carers, irrespective of their eligibility for public funding. • LA Circular (DH) (2009) 1: Transforming Social Care to the transformation of adult social care • Progress Measures for the Delivery of Transforming Adult Social Care Government’s pledge for all public bodies to work together Service to be available via phone, letter, email, the internet and through (DH, ADASS, LGA, 2009) to enable choice and independent living for all adults. appropriate community points, with personal advocates available to provide extra • Guidance on Joint Strategic Needs Assessment (DH, 2007) The document includes a commitment for family members support where required. and carers to be treated as experts and care partners. • Evaluation of the Individual Budgets Pilot Programme: Final Report (DH, 2008) • National Evaluation of Partnerships for Older People (PSSRU, 2008) • LinkAge Plus national evaluation: end of project report (DWP, 2009) Care Shaping the Future of Care Together (Green Paper) Green paper on the reform of adult social care. Building on Putting People First it sets out the Government’s vision for Easy access to information about care and support for everyone in the country when they need it. This includes information for both those who need care and their carers • High Quality Care for All – NHS Next Stage Review Final Report (DH, 2008) • Carers at the heart of 21st century families and communities a new care and support system, and highlights the need for about who can help, what care can be expected and how quickly it can be provided. (HMG, 2008) – National Carers Strategy radical reform to create a national care system. Health Health & Social Care Act 2008 The Health and Social Care Act 2008 sets out measures to modernise and integrate health and social care. It brought in The NSF requires information to be provided to older people and their carers about the services which are available and the choices they have. This includes information on • Impact Assessments for the Health and Social Care Bill (DH, 2007) • Health inequalities: progress and next steps (DH, 2008) the Care Quality Commission as the new integrated regulator preventative health and access to services, as well as contact points for further support, for health and adult social care. such as through voluntary organisations. • Health & Care Services for Older People (DH, 2008) • Living well with dementia: a National Dementia Strategy (DH, 2009) • National Stroke Strategy (DH, 2007) • The NHS Constitution (DH, 2009) National Service Framework for older people and The NSF is a 10–year strategy published in 2001, aiming to system reform ensure fair, high quality, integrated health and social care • The Year: NHS Chief Executive’s annual report 2008/09 (NHS, 2009) services for older people. • Evaluation of Information Prescriptions (DH, 2008) • The Information Standard: Questions & Answers (DH, 2009) • A recipe for care: not a single ingredient (DH, 2007) Ageing Building a Society for All Ages Government strategy on ageing. It sets out the need for society to adapt to the demographic shift in age, and work Opportunities for local delivery of information to be developed alongside nationally funded services. Information to include support around entitlements and opportunities for those • Working together for older people in rural areas (Defra/Cabinet Office, 2009) • Don’t Stop Me Now: Preparing for an ageing population (Audit Commission, 2008) demographic together to deliver what is needed. approaching 60, including support for those who want to continue working. Nationally funded services to include: • Empowering engagement: a stronger voice for older people (DWP, 2009) • A national one-stop shop available from 2010. This will provide information about planning for • Families & Relationships Green Paper (due out in autumn) retirement, state pensions, workplace pensions and working longer. This will link to new and • Independent Living Strategy (Office for Disability Issues, 2008) existing services, and signpost on to more specialised services. It will draw together support • Helping you make the most of your money: a joint action plan for financial online, on the telephone and face to face from across Government and the third sector capability (HM Treasury/FSA, 2008) • Adult Advancement and Careers Service to be available country-wide from 2010, to give • Equality Bill people tailored advice and support via the internet, telephone and face to face • The Learning Revolution White Paper (DIUS, 2009) • Establishment of Carers Direct: a carers’ information helpline & website. Housing Lifetime Homes, Lifetime Neighbourhoods National housing strategy. It recognises the need to join up support for housing, health and care, and links to Improved information and advice to help people make decisions about housing options in later life, particularly including support to stay in their own home. Strengthening of local housing • Delivering Lifetime Homes, Lifetime Neighbourhoods (DCLG, 2008) Putting People First. It sets out requirements for improved information services to be combined with a national information and advice service (First Stop). information, support to enable older people to remain in their The level of information, advice and support provided to be tailored to the individual’s need, with own homes, and for all new public sector housing to be built services to be delivered by phone, online and through local one-stop shops, and expanded in the in accordance with Lifetime Homes standards by 2011 with an future to cover full range of information needed by older people, including social care, health and aspiration for all new housing to be built to these standards benefit information. by 2013. The benefits of Access to the full range of Cost savings through pooling Provision of data on supply and Key point of contact to support Information to support carers Raising awareness and providing Point of contact for local voluntary information and advice that is of resources and reduction in demand for services to support integrated working with children’s in their caring role access to related initiatives, such and community organisations joining up information needed at a time, place and in duplications and inefficiencies commissioning and market services, including transition as Change4Life, the handyman’s offering support Collated feedback about services and advice: a format that meets users’ needs across information provision facilitation planning & parent/carers scheme and financial support to support market facilitation