Connect Partnership

Connect Partnership

Customer Insight – Leading to the older peoples prevention project

LGCIF – 10 March 2011

Paul Hill

Manager – Connect Partnershipe: paul.hill@scarborough.gov.uk

t: 01723 232304

m:  07967 465232

f: 0870 2384159

Connect Partnership

Connect Partnership

• Established 2008

• Remit:• Improve web access and web-enabling of key

systems• Improve mediated service delivery and the

promotion of self help (channel shift)• Promote the sharing of information and systems• Seamless access to a wide range of community

based information services

North Yorkshire Connect Partnership

Connect Partnership

Connect Partnership

Partners:• North Yorkshire County Council• City of York Council• Craven District Council• Hambleton District Council• Harrogate Borough Council• Richmondshire District Council• Ryedale District Council• Scarborough Borough Council• Selby District Council• North York Moors & Yorkshire Dales National Parks• North Yorkshire Police

North Yorkshire Connect Partnership

Connect Partnership

Connect Partnership - Governance

• Appointed a Manager in March 2009

• Chaired by Jim Dillon (Chief Executive of SBC)

• Representatives from:

• North Yorkshire County Council

• City of York Council

• Harrogate Borough Council

• Ryedale District Council

• Scarborough Borough Council

• National Parks

• North Yorkshire Police

Connect Partnership Board

Connect Partnership

Connect Partnership - Vision

…….. is for customers to have completely seamless community service delivery, regardless of the provider or the preferred access channel and all made possible by new ways of working and electronic access to key information.

Connect Partnership Vision

Connect Partnership

Customer Insight – Stage 1

Wanted to engage in a Customer Insight study

• Decided on segment - older people

• Selected external partner – Aperia

• Ran three focus groups with Older People in Hambleton, Harrogate and Scarborough. The aims of these were to capture:

• The hopes, fears, needs and expectations as they grow older

• Their views and perceptions of the public sector

• Their experiences in accessing and consuming services through various channels

• Their views of potential areas for improvements in terms of access to services

Customer Insight study?

Connect Partnership

Customer Insight – Stage 1

The clearest finding in terms of perceptions of the public sector provides

a confusing conflict

That almost everyone presented a very negative image of their overall experiences and perceptions, however, they talk very positively about the individual interactions and people with whom they engage

Connect Partnership

Customer Insight – Stage 1

Views and Perceptions of the Sector

Differing levels of service

Uphill struggle

Unhappy experience

Confusing

Fenced off

Not in touch

Impersonal

Minimal co-ordination

Condescending

Telling rather than asking

Cold

Difficult to penetrate

Confusing for the family

Government rather than user-centred

Closed door

Intimidating

Doesn’t listen

Bureaucratic

Lots of doors to go through

Connect Partnership

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 timeImproved 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

Connect Partnership

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

independentLosing 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 servicesImproved 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

accommodationAdequate 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/supportBeing 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

Connect Partnership

Customer Insight – Stage 1 to 2

More detail on the Stage 1 findings can be found in the Stage 1 Final Report; and the Stage 2 PID sets out the Stage 2 approach

http://www.connect-partnership.org.uk/public-documents

Connect Partnership

Customer Insight – Stage 2

Focus on prevention agenda

• Older People entitled to in excess of 150 services across public sector

• Focus to be on secondary prevention to reduce A&E admission and keep people safe at home

• Relates to the issues that came out of the workshops

• Includes services from a variety of partners

• Manageable number of services

• Average care home cost per annum - £25,000

• Average home care cost per annum - under £10,000

• Average hip replacement cost - £30,000

Connect Partnership

Customer Insight – Stage 2

For prevention, a typical older person’s journey map could include

• 32 services from 13 organisations

• Multiple application forms (10), checks (12) & assessments (16)

• Access to 14 different ‘expert resources’

• Can obtain 11 different types of ‘asset’

• Identified 3 sources of revenue & 7 education opportunities

Currently the elderly are expected to navigate much of this themselves

Connect Partnership

Customer Insight – Stage 2

Connect Partnership

Customer Insight – Stage 2

What next?• Aims for Stage 2

• Want to make a difference

• Do something that target group would view as positive

• Stage 2 programme

• Taken forward by Public Services Executive

• Target group – to support those at most risk of falling

• Developing new multi-agency referral process

• Incorporate some level of commissioning

• Develop ‘system’ to evaluate need and signpost

• Run pilot of new integrated process for delivering services

• Evaluate outcome from pilot

Connect Partnership

Customer Insight – Stage 2

Stage 2 pilot plan• Develop new referral process and ‘system’ by 31 May 2011• Develop monitoring/success criteria

• To be delivered by existing Home Safety Partnership

• Referrals direct from Health, Adult Social Care and Third Sector

• Pilot to run between June and November 2011

• Analysis of outcomes and final report by end of December 2011

• If deemed a success;

• Sustainability?

• Becomes model for wider target group(s)

Connect Partnership

Customer Insight – Stage 2

What do we want from the pilot?

• Reduce the volume of leaflets• Improve signposting to increase take up of service

• Enable any touch with any agency (third sector, GP, District, County, Fire service) to lead to commissioning all services to which they entitled

• Share information to better target prevention services

• Design joined-up application and assessment processes

• Capture and analyse take-up and shared tracking of outcomes

Connect Partnership

Connect Partnership

Any Questions?