personalisation & providers: a new way of working? ben harrison development manager:...

Personalisation & Providers:A new way of working?Ben HarrisonDevelopment Manager: PersonalisationUnited [email protected]

www.unitedresponse.org.uk

mailto:[email protected]

http://www.unitedresponse.org.uk/

United Reponses | www.unitedresponse.org.uk

About United Response

Large national charity

Supporting adults with learning disabilities, mental health needs or physical disabilities

Focus on person centred support


About United Response

United Response works in….

70 local authorities…

Majority of which are In Control members

4 of the 6 original In Control pilots

6 of the 13 Individual Budget pilots

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Personalisation as a logical step?

Co-production & person centred approaches

Shift from wholesale to retail? …..customer demand

So, ethical and financial pull factors?

Our Journey

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Why change is necessary…

New customers with different demands

People as consumers with power

Differing levels of choice & control required

New “products” and approach needed

It the right thing to do

Provider Journey


Co-production Co production is about # cultivating interdependence amongst people

# working alongside the community

# working with people to identify the outcomes that are meaningful to them

…So that people co-create the services they want to use


What have we tried?

Outcome focus

Person centred

approaches

Leadership & strategy

Community DevelopmentFinance

Communication

Getting peopleinvolved

Collaborating with others


Leadership & Strategy

Establish your vision and communicate it

2 year detailed strategy …based on our culture and journey to date

Involving people & families

Encourage ownership across the organisation


Person centred culture

This is the key

Good to Great programme

Partnership with Michael Smull and Helen Sanderson Associates

Focuses on using a range of tools including# working/not working# 4+1 questions# Donut

Major impact upon people & staff


Person centred risk

Cant be person centred without this

Sometimes things go wrong

From getting the wrong bus…

… to getting trapped on Snowdon in a storm!

Our guarantee of support


“Consideration needs to be given to a new form of social contract, making explicit the relative responsibilities of the sate, family and the community and offering incentives to deliver care & support”

David Brindle, Guardian/Joseph Rowntree Foundation

Community


Community Mapping If people are going to

make choices they need to know what their options are…

staff supporting them need to recognise when they are making those choices

Developing tools that give people real choice and control…

United Reponses | www.unitedresponse.org.uk Back...

Address: The Minar Curry House

High streetHampton Hill

TW12 1NLTel:0208 9790642

Overall Review:•Very good food•Very good welcome •Excellent Value for money•Blended food when requested and very helpful•Easy parking in the High street

•Small step but easily accessed by wheelchair


Finance & Costing support:ISF’s & the mini RAS


Shop4Support Development

partnership

Moving from wholesale to retail

Whole system that links plans – outcomes – money – support – equipment – activities

Host of useful data for commissioning


Finance & Contracts

Accessible

Legally enforceable

Rights & responsibilities

Bespoke

Co-produced


Human Resources

People taking a lead in recruitment

Plans & performance management

Quality checking

Planning & decision making


The direct payment has given my children more security and freedom and made more things possible. Before, it felt as if many decisions about how they lived their lives were made for them. Now they are in control. They have their own home and can choose who supports them and what support they receive.

Kryzia


Marketing: communication & promotion Making sure colleagues are

aware what is coming and how we are responding

Progress for providers and external communication

Working with people and families to develop our work

Getting accessible information right for people


What do people want from us?

Focus on what we are good at

Positive risk taking

Bespoke services vs specific “menu” of options?

Outcomes


Reviewing & strategic change

Learning & reflection days

Other sources of customer feedback

What are people & families telling us?

What do we do with this info?


Collaboration with others:Progress for Providers

Based on our individual and collective experience

Others like ROC helped

Tried to build co-production in

Designed to help providers begin the process of change

Will become more co-produced as people use and develop it.


Why develop Progress for Providers?

Impact of personalisation

Providers struggling?

Lack of resources?

Lots of good practice and innovation

LA self assessment tool


Progress for Providers

1. Leadership and Strategy

2. Creating a Person Centred Culture

3. Community Focus

4. Support Planning and Review

5. Finance

6. Human Resources

7. Marketing

8. Reviewing and improving our service


What next?Customer Journey & systems

What do purchasers want from us?

What do they want to control?

How do we change systems and processes to ensure efficient and open?


What don’t we know yet? What the impact of cuts will be?

Impact of other political agenda’s

Will personalisation deliver the step change it promises?

Which new opportunities will emerge?

National or fragmented Care System

Future Regulation?


Some of the ongoing challenges for providers

Making it real

Deploying Staff

resources

Culture change…

again?

New customers…different

needs?

Financial pressures and

VFM

Impact upon staff

Proving value..

outcomes

personalisation & providers: a new way of working? ben harrison development manager:...

Documents

united reponses

control slide

organisation slide

person centred support

guarantee of support

provider journey slide

people co

people staff