Adult Services: Top 3 Priorities. Charlotte Quinton Updated 28/11/13. Action Plan: What are we going to do and how?

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1 Adult Services: Top 3 Priorities Action Plan: What are we going to do and how?

2 Chosen I Statements Information and Advice: Having the information I need, when I need it I have access to easy to understand information about care & support which is consistent, accurate, accessible and up to date I know where to get information about what is going on in my community What are we going to do? We will.. Ensure that the relevant information is provided in a timely manner and that it is clear, accurate and up to date. Further develop the council website and the Community Directory and promote the use of the functions Ensure that there is appropriate information for those not requiring services, but wish to plan ahead Preventative Ensure there is sufficient information for family carers so that they know and understand how they can be supported Ensure that the customer journey is clear and information is provided so that people know what to expect Increase the effectiveness and opportunities for signposting Ensure that information provided to patients in hospital is given at an appropriate time, is relevant and is useful to aid discharge planning Ensure that we listen to the person at the end of the phone and implement was has been agreed How? We will create a MiR publication which will have a clear step by step guide and will demonstrate the responsibilities of the customer / family carer and the council, including a statement of purpose and information on risk management. This will also include raising awareness and the use of the Community Directory and ensuring that there is sufficient information in order for customers to plan ahead and make informed decisions. Work will be done to ensure the Community Directory is user friendly, relevant and is linked to geographical areas for ease of use. There will also be a greater emphasis on effective & creative signposting which will be enhanced by the development of the council s website. This will be inclusive of interactive services with the option to self-help, a self-help toolkit and a virtual house that will help people to understand the use of equipment and how assistive technology can be used to achieve greater independence and safety. This will be a powerful visual aid to prompt people to think about their options and to raise awareness. There will also be access to online eligibility screening and financial screening along with online template documents. A review of the service delivery and associated work streams and paperwork will also be carried out through prototypes and having input from the Making it Real Reference group. There will be a strong focus on creating opportunities for people to self-help and manage their needs accordingly so that they are equipped to do so as a result of the right information at the right time. This will seek to reduce dependencies and give a greater sense of control. Shropshire s Making it Real Reference Group will be involved in these developments to ensure the work is steered in the right direction based on their experiences and their visions for the future and to ensure quality assurance.

3 Information and Advice: Having the information I need, when I need it Priority: 1 I have never seen my sisters care plan I don t know who to contact

4 Chosen I Statements Active and supportive communities: Keeping friends, family and place I have opportunities to train, study, work or engage in activities that match my interests, skills, abilities I feel valued for the contribution that I can make to my community What are we going to do? We will.. Work harder to increase peer support and engagement opportunities Raise the awareness and the use of the community hubs around the county Make sure that we share local knowledge amongst our peers and people that use our services so that we know what is going on locally Make sure that we not only signpost to activities and events, but support those that need it to take part Make sure that those unable to access their community are not excluded and can still get involved through other ways. Work hard to increase the number of people with learning/physical disabilities, mental health needs and their carers, in paid employment Expand on our training opportunities to include our Experts by Experience colleagues. Their contribution will be invaluable and in return they will have a great sense of achievement Speak with local businesses and research more opportunities for volunteering How? Through the existing Department of Health, independent Social Work Pilot, People2People customers including family carers are being encouraged to get involved by becoming peer supports. This gives them the opportunity to have a voice with regards to the delivery of services but to also support others that are going through the same journey and maybe don t know what to expect. There are also a number of Community Hubs across Shropshire and community based activities which will be promoted through the Community Directory and through the support planning stage for those that will be in receipt of funded services. Community mapping exercises are being carried out, sourcing information for community activities and involvement. Developments of the council website will introduce interactive elements that will allow for the sharing of information and for customers to post their wishes / aims and objectives. This can be responded to by organisations which will empower the customer to become a strong buyer and increase their access to opportunities in their local community. This will further promote alternative services that are more creative and responsive to an individual s needs with a focus on active communities and will put people at the centre of the market place which will in turn encourage a more competitive market to select from. We will work with providers to ensure a good range of high quality options are available and use the experiences of our Reference Group members when commissioning services to ensure that we are steering services and choice in the right direction.

5 Active and supportive communities: Keeping friends, family and place Priority: 2 I don t have access to local activities and I don t have a computer to be able to go online I have limited contact with my community

6 Chosen I Statements What are we going to do? We will.. Flexible integrated care and support My support my own way I am in control of planning my care and support My support is coordinated, co-operative and works well together and I know who to contact to get things changed Ensure wherever possible that people have access to reablement Maximise choice and control through the use of direct payments and Individual Service Funds Ensure that we are all clear on our responsibilities so that expectations are managed Make sure that changes can be made easily and in a timely manner Ensure that everyone has access to Assistive Technology and equipment Adopt a Self-Monitoring and Review system which will help to identify responsibilities and changes that are needed within a person s support plan Provide all on going social care support through a personal budget Encourage people to chair their own reviews Send the relevant information out prior to an assessment or review taking place so that people can plan and prepare for the meeting How? We will ensure that effective screening takes place which will mean that those requiring access to reablement, are supported to receive this in a timely manner and those requiring long term support, will have choice and control over how they are supported and know what the limitations and expectations are from both parties. Access to Assistive Technology and other aids will be made clear through this process and can be incorporated through the self-monitoring and self-help stage if applicable and accessed through the council s website once further developed. There will be a greater emphasis on the training available on direct payments and ISF s so that they are promoted in a way that installs confidence and promotes the benefits and flexibility of both options so that self-directed supported is maximised. There will be a clear line of communication so that changes can either be made online through the website or by completing self-review which will then trigger a more in-depth review to be carried out. Reference Group members will play a key part in the training that is delivered so that their experiences can be shared further and enable staff members to understand how it feels to be travelling through the customer journey. We will encourage the Reference Group members to spend time shadowing certain members of staff so that they can have a better understanding of work that is being carried out and so that they can explore ways in which they can become involved further and areas for improvement.

7 Flexible integrated care and support My support my own way Priority: 3 Controlled and directed by me but not responsive enough I know who to contact but I m not sure if anything ever changes