Personalisation & Providers: A new way of working? Ben Harrison Development Manager: Personalisation United Response
[email protected] 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
United Reponses | www.unitedresponse.org.uk
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
United Reponses | www.unitedresponse.org.uk
Our Journey Personalisation as a logical step?
Co-production & person centred approaches
Shift from wholesale to retail? …..customer demand
So, ethical and financial pull factors?
United Reponses | www.unitedresponse.org.uk
Provider Journey 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 United Reponses | www.unitedresponse.org.uk
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
United Reponses | www.unitedresponse.org.uk
What have we tried? Leadership & strategy
Person centred approache s
Getting people involved
Outcome focus
Communicatio n
Community Development
Finance Collaborating with others United Reponses | www.unitedresponse.org.uk
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
United Reponses | www.unitedresponse.org.uk
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 United Reponses | www.unitedresponse.org.uk
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
United Reponses | www.unitedresponse.org.uk
Community
“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 United Reponses | www.unitedresponse.org.uk
United Reponses | www.unitedresponse.org.uk
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
Address: The Minar Curry House High street Hampton Hill TW12 1NL Tel: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
United Reponses | www.unitedresponse.org.uk
Back...
Finance & Costing support: ISF’s & the mini RAS
United Reponses | www.unitedresponse.org.uk
Shop4Support Development partnership Moving from wholesale to retail Whole system that links plans – outcomes – money – support – equipment – activities
Host of useful data for commissioning United Reponses | www.unitedresponse.org.uk
Finance & Contracts Accessible
Legally enforceable
Rights & responsibilities
Bespoke
Co-produced United Reponses | www.unitedresponse.org.uk
Human Resources People taking a lead in recruitment
Plans & performance management
Quality checking
Planning & decision making
United Reponses | www.unitedresponse.org.uk
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
United Reponses | www.unitedresponse.org.uk
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 United Reponses | www.unitedresponse.org.uk
Outcomes What do people want from us?
Focus on what we are good at
Positive risk taking
Bespoke services vs specific “menu” of options?
United Reponses | www.unitedresponse.org.uk
United Reponses | www.unitedresponse.org.uk
Reviewing & strategic change Learning & reflection days
Other sources of customer feedback
What are people & families telling us? What do we do with this info?
United Reponses | www.unitedresponse.org.uk
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.
United Reponses | www.unitedresponse.org.uk
Why develop Progress for Providers? Impact of personalisation Providers struggling? Lack of resources? Lots of good practice and innovation LA self assessment tool
United Reponses | www.unitedresponse.org.uk
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
United Reponses | www.unitedresponse.org.uk
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?
United Reponses | www.unitedresponse.org.uk
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? United Reponses | www.unitedresponse.org.uk
Some of the ongoing challenges for providers Making it real
Financial pressures and VFM
Deploying Staff resources
New customers …different needs?
Culture change… again?
Impact upon staff United Reponses | www.unitedresponse.org.uk
Proving value.. outcomes
