Transcript Provider 13.00 Ben Harrison , United Response

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 “take” on personalisation
 Personalisation feels like a logical
progression from
# providing more individual support
# working in a person centred way
# working with more self funders
# people having choice & control
United Reponses | www.unitedresponse.org.uk
Our “take” on personalisation
 An entirely new way of working?
No…..
….. but we need to think and do
differently.
# Change some of the ways we work
# Explore new opportunities
# Develop different relationships
# Be flexible and creative
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?
Individual
Service
Funds
Person
centred
approache
s
Creative
approaches
Communicatio
n
Shop4
Support
Getting people
involved
Community
Development
Collaborating
with others
United Reponses | www.unitedresponse.org.uk
Person centred approaches
This is the key…. Obviously
 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
 Having a huge impact upon people &
staff
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
ISF’s & the mini RAS
United Reponses | www.unitedresponse.org.uk
Internal & external communication
 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
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...
Getting people involved
 Recruitment
 Governance
 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
Creative Approaches
 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
Collaborating with others
 Collaboration between Helen
Sanderson, commissioners and
providers
 Based on our individual and collective
experience.
 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
Collaborating with others
1. Leadership and Strategy
2. Creating a Person Centred Culture
3. Community Focus
4. Support Planning and Review
5. Finance
6. Human Resources
7. Back Office Systems
8. Marketing
9. Reviewing and improving our service
United Reponses | www.unitedresponse.org.uk
So what have we learned?
 Trying stuff out is good and supports creativity
 Pace of change varies from area to area
 Sharing and learning with, and learning from, others
works – people, families, providers and local authorities.
 Adapting to meet the needs of both current and future
customers…. Reputation matters!
United Reponses | www.unitedresponse.org.uk
So what have we learned?
 person centred support is the
key…but “Level 3” changes are vital
too
 Giving people control works
 people need information about money
that makes sense to them
 people want support than makes a
difference… cost is not the only factor
United Reponses | www.unitedresponse.org.uk
What have we learned – ISF’s
 They can be done
 It’s a different way of working…
towards transparency!
 people that share can have individual
support too
But…….
 Our view might differ from the LA…. Or
rather the RAS
 Shared services present challenges
United Reponses | www.unitedresponse.org.uk
What have we learned – S4S
 It’s a one stop shop
 Lots of functionality & data
 Marketing and systems
But…
 It costs…. business case has to be made
 Its still in development…
 Not enough buy in…not at tipping point.
 Competitors emerging?
United Reponses | www.unitedresponse.org.uk
What we have learned - Community
 Relationships
 Being asked to help others
 Getting involved in community activism
 Demonstrating value
 Interdependence - attitude is key
 Its take effort and resources
United Reponses | www.unitedresponse.org.uk
What happens next?
Our current strategy includes
 Person centred systems & the
customer journey
 What kind of organisation?
# community focus
# brokerage etc
 Co-production
# families
# people
United Reponses | www.unitedresponse.org.uk
What don’t we know yet?
 Will personalisation deliver the step change
it promises?
 Which new opportunities will emerge?
 National or fragmented Care System
 Future Regulation?
 Impact of Health pilots?
 Economic argument and resources?
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
 Elizabeth is supported by United Response and organises her own
package of support. She said:
"In the past it was always other people who decided things for me.
They decided where I had to be and when. "Now, I have the
freedom to do what I want and when I want. United Response
supports me to do a lot of different things in my life. They support
me to sort out my bills and arrange doctor’s appointments. They also
support me to go on holiday. Recently, I've been all the way to
Budapest! I also receive support to go out to work. In my job I tell
other people about how they can organise their own support. If you
need support, then you should get it when you need it. You should
decide”.
United Reponses | www.unitedresponse.org.uk