1 of 32

Show and Tell: Adult Social Care Front-door Discovery at Redbridge

4 October 2023

We’ll be recording this session to share publicly.

2 of 32

Agenda

2

The purpose of today’s session is to:

Introduce the project
Provide an update on where we’ve got to
Get your feedback / views and Q&A

3 of 32

Adult Social Care �Front Door

Discovery Show + Tell 1

4th October 2023

4 of 32

Understand how and where residents learn about Adult Social Care services

Identify what information residents need when looking for support

Uncover opportunities for supporting residents to live independently, for longer.

ASC Front Door Discovery

5 of 32

Our team

Marianne Brierley

Service Design

dxw

Hannah Wallwork

User Research

dxw

Ben Miller

Delivery Lead

dxw

Corinne Barrett

Digital Programme Lead

Redbridge Council

Trusha Patel

Digital Comms and Change Lead

Redbridge Council

Christian Lowe

Project Support Officer

Redbridge Council

Joseph Wooden

Digital Delivery Apprentice

Redbridge Council

ASC Front Door Discovery

6 of 32

A bit about the project

w/c

11th Sept

w/c

30th Oct

We are here

ASC Front Door Discovery

Week 1

Week 2

Week 3

Week 4

Week 5

Week 6

Week 7

Week 8

7 of 32

Problem to solve

An ageing population, incoming changes to the Cap on Care, and the 2014 Care Act (which places duty on organisations to promote integration and person centred care), means demand for Adult Social Care is on the rise. Councils are expected to do more, with the same levels of funding.

80% of calls to the First Contact Team are signposted elsewhere, meaning teams are spending too long on admin, and not enough on the human work they signed up for.

A disproportionate number of users of ASC services are white, indicating there are barriers to accessing care for minority groups in the borough. This risks missing opportunities for preventative care, helping people from these groups remain independent for longer.

How might we ensure residents are getting the right help and information, at the right time, so that the FCT can spend more time on care, and less time on triaging incoming enquiries?

ASC Front Door Discovery

8 of 32

What have we been up to?

ASC Front Door Discovery

9 of 32

Activities

Kick off workshop to explore the brief and project outcomes
Forming a discovery plan
Reviewing documentation, absorbing as much as we can about Adult Social Care
Interview with First Contact Team Lead
Interview with the Director of People
Shadowing the FCT
Workshop to identify user experiences with the FCT
“Service Safari” into places residents might find information
Interviews with GP leads
Reaching out to other councils doing work in Adult Social Care

ASC Front Door Discovery

Marianne

We've doing a few project inception activities, like reading background documentation, case studies and having a project kick off to define our problem statement.

And we've done a number of primary research activities:

1 – shadowing the first contact team to see how they receive and triage incoming referrals

2 – interviewing key stakeholders to learn about their hopes for the work, and collect their hypotheses on things to address in the service

3 – workshops with the first contact team and Lead GPs to give us a sense of how people are accessing the service and the issues we might want to address

4 – going out into the community to see first hand what information and advice is easily available

5 – and we'll be continuing desk research throughout, to feed these insights into our understanding and recommendations

10 of 32

What is the problem to solve?

What is the current process and experience?

How does this impact residents, and ASC staff?

How do people come into contact with ASC services?

Where do people look for information?

What should we focus on?

ASC Front Door Discovery

11 of 32

ASC Front Door Discovery

Marianne

We synthesised the documents and papers, project brief and early interviews with staff to give us a basis to work from.

We covered the background of the work, and the responsibilities of the local authority.

Then we looked at the service, and what we knew about how it is delivered.

We mapped out the key user groups, and what we knew about them

Then we spent time thinking about the known issues, and the impact this has on residents and the council

e.g. residents tend to contact ASC in a moment of crisis or need, which means the service is trying to communicate with people in a time of stress
e.g. there is limited visibility about someone’s stage in the process once they make contact, which could drive further follow up calls, adding to the FCT workload

All of this fed into the problem statement Ben shared earlier

Then we thought about the outcomes of this work

12 of 32

Residents who are able to self-serve, do so, sooner.

FCT spend less time signposting, and more time on human work

Residents feel heard, supported and in control

Those most in need get support, sooner

People can remain independent for longer

Outcomes

ASC Front Door Discovery

13 of 32

How can we ensure those in need of ASC services are getting the help they need?

ASC Front Door Discovery

Marianne

To get there, we're focussing on 2 main research questions

The first one: How can we ensure those in need of adult social care services are getting the help they need?

This isn't just about those in crisis, but also people who don't even know they need help yet, or don't think they are eligible, or experience blockers in accessing services.

Within this we'll be asking

How do residents become aware they need support from Adult Social Care?
Where do residents look for information? Or who do they ask?
What information are they being provided with, and how?
How does someone’s ethnicity, religion or background impact on their experience with finding suitable support?
How does someone’s additional cognitive or physical needs affect their experience with finding suitable support?
What are the demographics of ASC users/contact? What do we expect the Redbridge population to look like in 10-15 years? -

we think looking ahead to who might be needing adult social care services in 5 or 10 years time could be a good catalyst for innovation.

14 of 32

How can we reduce unnecessary* contact to the first contact team?

ASC Front Door Discovery

*Unnecessary means contacts where people are signposted to other services

Marianne

The second research question is more focused on the root causes of contact to the council

When we talk about unnecessary here, we don't mean that we're trying to stop people contacting the council.

Our intention is more around how we help those who are able to, self serve, and how we can get better at giving people answers or advice earlier in the process. We want to free up the first contact team to spend more time on the human, caring side of their work, and less time on admin.

So this question also covers:

Why are people contacting the council? What information/outcome do they need?
How do people choose to contact the council, and why?
What expectations do people have when they contact the council?
What communication do people expect from the council?

[hand over to Hannah and Joe]

15 of 32

What have we learned?

ASC Front Door Discovery

16 of 32

People come to adult social care for a wide range of reasons.

ASC Front Door Discovery

17 of 32

ASC Front Door Discovery

18 of 32

ASC Front Door Discovery

19 of 32

This is a complex space, with a lot going on

ASC Front Door Discovery

20 of 32

We think there’s opportunity to influence in the space before people reach out to the council

ASC Front Door Discovery

21 of 32

We want to understand more about who isn’t reaching out for support and why

ASC Front Door Discovery

Hannah

…so that we can address our goal of ensuring people are getting the help they need, so they can live independently for longer.

This is about preventative care, and helping people help themselves before they reach a crisis point.

We heard there is a disproportionate use of ASC by the white population but the population of redbridge is diverse - we don’t yet know why this disproportionality exists.

When speaking with GPs we heard how different cultural backgrounds can influence how people take on advice, for example around weight and diabetes. We don’t yet know how the service is tailored to different ethnicities, religions, or cognitive abilities

We also heard from the FCT that some people may be worried about contacting the council incase they get someone in trouble, or lose their independence, or some aren’t aware that they can get support until their (e.g. unpaid carers)

22 of 32

We want to explore how the community can have a role in raising awareness of support

ASC Front Door Discovery

23 of 32

What’s next?

ASC Front Door Discovery

24 of 32

What’s next?

ASC Front Door Discovery

Meet with community groups

Pop up research

Planning co-design

25 of 32

That’s all from us for today…

Share your thoughts?

Do you have any experience to share?

What would you do next?

Other thoughts or feedback?

ASC Front Door Discovery

26 of 32

26

Coming up next

27 of 32

Key contacts

Redbridge: Corinne.barrett@redbridge.gov.uk

DXW:

Ben.miller@dxw.com

28 of 32

28

Q&A

29 of 32

Thank you for joining us.

The recording and slides will be available on LOTI’s website shortly.

LOTI_LDN

www.loti.london

#LOTI

29

Show & Tell

1 of 32

2 of 32

3 of 32

4 of 32

5 of 32

6 of 32

7 of 32

8 of 32

9 of 32

10 of 32

11 of 32

12 of 32

13 of 32

14 of 32

15 of 32

16 of 32

17 of 32

18 of 32

19 of 32

20 of 32

21 of 32

22 of 32

23 of 32

24 of 32

25 of 32

26 of 32

27 of 32

28 of 32

29 of 32

30 of 32

31 of 32

32 of 32