A1 paul hill
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The document discusses a customer insight study conducted by the Connect Partnership to better understand the needs and experiences of older people in accessing public services. Focus groups identified largely negative perceptions of public services but positive views of individual interactions. Participants hoped to remain independent and in their own homes but feared losing mobility and care support. The study aims to pilot a more integrated referral process across agencies to improve prevention services for at-risk older adults and reduce unnecessary health costs.
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![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](https://image.slidesharecdn.com/a1-paulhill-110309153037-phpapp02/85/A1-paul-hill-1-320.jpg)
![Connect Partnership ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],North Yorkshire Connect Partnership](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Ageing Well Leadership academy - Belinda Wadsworth presentation
Learning Pool Social Care Seminar - Safeguarding Adults
Learning Pool Social Care Seminar - Safeguarding Adults
Employment support for long term incapacity benefit claimants
Employment support for long term incapacity benefit claimants
Public Health Prevention And Social Care Mcmanus 7 April 2011
Public Health Prevention And Social Care Mcmanus 7 April 2011
More from amandajaynes
C4 fraser henderson
The document discusses a project aimed at tackling teenage pregnancy and binge drinking in North Lincolnshire, UK. It notes health inequalities between affluent and deprived areas, with up to a ten year difference in life expectancy. The project uses new technologies like Bluetooth marketing and crowd-sourcing to promote healthier lifestyle messages and preventative healthcare approaches directly to the local population. Initial results found the mobile acceptance rate was around 61% and website visits were about 40% of those exposed, though viral sharing was relatively small.
C3 richard beavan pearson and louise round
Herefordshire Council implemented a Signposting Project to better connect vulnerable people with social services through a centralized referral process. The project used customer data segmentation and GIS mapping to predict service needs. An e-referral system was added to streamline referrals. The goals were to improve data sharing, anticipate customer needs, and measure outcomes like reduced A&E visits and increased service uptake. Lessons included allowing extra time, maintaining partnerships, and expanding scope when possible.
C3 john curtis and emma higgins
Merseyside Fire and Rescue Service is working with local partners to develop a customer segmentation model using aggregated data from various sources to better understand community needs and vulnerabilities. This will be used to identify individuals at high risk and prioritize fire safety visits while also connecting people to other social services. The goals are to empower citizens, reduce accidental dwelling fires, and help people live independently for longer through improved data sharing and coordination across organizations.
B3 mark rich
The document summarizes a multi-agency pilot project in Mutley Greenbank, Plymouth aimed at reducing anti-social behavior through data sharing and targeted interventions. A steering group reviewed existing data on issues like crime, litter, and noise complaints. Two surveys gathered residents' feedback, which was mapped to identify problem areas. Interventions included police patrols of nightlife areas, a park bylaw, and installing more bins. A second survey will gauge the impacts. Challenges included allowing time for interventions and clarifying data differences between households and postcodes.
B3 jade holvey
The document summarizes a customer insight project conducted in Lambeth, London to inform their violence against women and girls (VAWG) strategy. Over 65 women participated in 14 focus groups and 15 individual interviews to share their experiences with services. Additionally, over 2,200 postcards were distributed to gather feedback. Key findings from focus groups, interviews, and postcards will be incorporated into Lambeth's VAWG strategy to improve services and address any unmet needs. Feedback was also provided to police and other agencies to enhance their domestic violence responses.
A5 rita booth
The document discusses a partnership project between several local authorities in the West Midlands called Business Matters that aims to improve services for businesses. The project seeks to develop a comprehensive view of how local authorities interact with businesses by better understanding customer needs through segmentation and insight into businesses' life stages. A survey of newly established businesses found the customer experience of local authority services was poor, with a lack of visible and clear offerings. Next steps discussed include continuing the work with local enterprise partnerships and regulators to better target businesses using insight and improve data sharing between organizations.
B2 graham hart
The document discusses a project to better understand the employment support needs of long-term incapacity benefit claimants in central London and identify opportunities to coordinate support across boroughs. It aims to gain insight through interviews and focus groups with claimants, providers, and commissioners. The methodology includes observing client interactions, conducting in-depth interviews and focus groups, and testing the use of social media to engage claimants. The goals are to share understanding of needs, explore using new media, and find ways to rationalize support across central London.
A4 dave ostry
Carelink is a service provided by North Somerset Council that supports vulnerable people to live independently at home through an easy-to-use monitored alarm system. The demographic of the area was changing with an aging population and increasing costs for adult care. The council conducted small-scale research and profiling of customers to identify four target groups to focus their marketing on to increase awareness of Carelink. This approach was successful in significantly growing their customer base in a cost-effective way and generating savings for the council while improving outcomes and satisfaction for residents.
A1 claire thompson
The document summarizes a consultation project conducted by Havering Council to engage with vulnerable older residents about council services. It targeted residents over 65 from a specific customer segment identified as most in need of support, using a bespoke customer segmentation tool. The project involved household visits by volunteers to 1235 residents, identified 564 basic needs, and resulted in 2824 requests for services or information. Key outcomes included identifying unclaimed benefits, increased skills for volunteers, and high customer satisfaction. Lessons learned centered on refining questionnaires and referral processes.
A1.kevin halden
The Ageing Well Programme aims to support local authorities in developing good places for older people to live as populations age. It provides intensive support to 6 councils per region, including peer reviews, leadership training, and help developing local solutions. The program involves older people to understand priorities and opportunities, promotes prevention and volunteering, and takes a whole-system, place-based approach to issues around care, housing, and community support.
More from amandajaynes (10)
A1 paul hill
- 1. 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
- 9. 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
- 10. 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
- 14. Customer Insight – Stage 2