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Swansea Social Services February 2012
Citizen Directed Support
Changing lives together
Welcome to the first Citizen Directed Support
newsletter of 2012. This newsletter starts with
a round-up of recent developments under each
of our Three Pillars. There’s a lot of activity
going on as we try to work out the most
effective ways to move forward, and a great
deal of enthusiasm for trying out new ideas.
The three Lunchtime Challenge Workshops
held so far have been successful and
interesting, with a range of staff attending.
Discussions at each workshop have taken a
slightly different course, according to the
interests and concerns of those attending, but
nevertheless some common themes have
emerged. We intend to develop the issues that
have been raised into Frequently Asked
Questions which can update and replace the
FAQs currently on the website. Further
Lunchtime Workshops are being planned, and
dates will be announced shortly.
We know that people are always keen to know
what’s going on in other work areas, so please
keep your good news stories coming, whether
you work for Social Services or in the
independent sector. We can all learn from
each other! Also contact the newsletter editors
if there is something you’d like to see covered
in the newsletter – their contact details are on
the final page.
In this issue:
TASS programme - Current News 2
St. John’s Locality Pilot 4
Local business support social club 7
TASS Communication - a two-way street 8
Next steps in person centred thinking 10
Health Service Community Networks 11
Draft Social Services Bill for Wales 13
Summary of main organisations taking forward the CDS agenda across Wales 13
On-line form helps with referrals to Intake 14
Safeguarding Older People Regional Independent Advocacy Project 15
Three Cliffs Nursing Home News 16
Community Lives Consortium—a journey into system thinking 18
Open MIC Session 21
Transformation of Adult Social Services Programme - Current News!
So what’s been happening in each
Pillar?
Here’s a round-up of some of the latest
developments under each of our three
Pillars.
Refocusing On Communities
Local Area Co-ordination (LAC)
The evaluation of the Central pilot
(St John’s) has been completed. The
results are mainly qualitative, and the
outcome is positive in:
providing community based
alternatives for people – both those
with social care needs and their
carers – living in the Manselton area
who have contacted the Intake Team
leading to new relationships between
local people and involving local
businesses
gaining support for the project from
SCVS via the volunteer project
by regular reporting back to the
Central A&CM Team, changing
practice to consideration of a wider
range of options for people with
social care needs
establishing successful cross-client
work with Learning Disability services
Recommendations from the pilot
include:
Continuation of the approach in the
Port Tennant area
Consideration to be given to using a
similar approach with the West Team
There’s more information about the
work at St John’s on page 4
A one year temporary Community
Connector Post has been created to
work in the North to:
Signpost people and workers to
universal community and
preventative services
Network with organisations, groups
and partners to promote the
development and use of a wide
range of flexible services and
initiatives
Enable people to move through
social care services into
community alternatives
Working in Partnership
Partnership working is key to developing
strong and active communities that are
able to support the new model of
sustainable social care. This must include
opportunities for people who have been
using statutory services to move on within
their community with an improved quality
of life.
There will need to be universal services
available which can support the health and
wellbeing of all citizens and through more
early interventions and preventative work,
ensure that resources are used most
effectively. To take such developments
forward and explore opportunities to work
together, workshops will take place in the
near future bringing together Adult
Services, Health, Third Sector
organisations and citizens.
Meanwhile, meetings are continuing with
SCVS and Community Regeneration to
Continued/…..
Page 2 Swansea Social Services February 2012
look into ways that joint working in the community can be developed.
Social Services Planning Officers will be linking in to the five Health Community Networks to help with better communications between our services and community health. There is more information about partnership working with Health on page 11.
Redesign of our Operating Model
Work is progressing well in this Pillar through various workstreams. A workshop was held on 1st February to explore potential options for allocating resources fairly and equitably. Team Leaders, Principal Officers, Care Management Officers, Deborah Driffield, Contracting Officer and Senior Practitioners from across Adult Services attended. The views of those who attended will be collated, discussed via the ACM Development and Performance Group and recommendations made to the TASS group.
The Intake team are piloting the use of an electronic referral form so that individuals, carers and other organisations can refer directly at any time.
There is more information about this on page 14.
Work has begun on building the revised Unified Assessment tool in Paris. This tool will help us better focus on the outcomes people want to be achieved.
A new outcome focused review form is also being developed based on the feedback we have had from practitioners, commissioners and contracting staff.
We are also exploring how best to redevelop our web pages so that people are better informed about what we do and what other sources of help are available for them.
Reshaping and Remodelling Service Provision
The work to ensure that our Services are sustainable for the future is on-going. Some recent activities have been:
Across Older People’s Services we have seen the creation of Dementia Champions to support the work required for people with Dementia. This work will link into other areas in Adult Services.
Coastal Projects have held various workshops to promote the work they do across Swansea, Adult and Children’s Services.
Photo Tales, a project developed through Coastal has recently held an exhibition in the Grand Theatre to showcase the work of the users of that Project. It was well worth seeing! For more information see http://lifephototales.wordpress.com/
Learning Disability Services have developed more hubs in the community, a move away from traditional services and continue to promote a person-centred, outcome focused service for its users.
Respite News The reshaped respite service for people with learning disabilities and physically disabled people has been operational since January 30th 2012. Glan Yr Afon Gardens has been de-commissioned and staff transferred to Ty Cila or redeployed elsewhere as appropriate. The Respite Steering Group for Younger Adults and the Stakeholder Reference Group have been stood down. However a Social Worker from the Younger Adults Disability Team and representatives from SAIL and SCVS continue to meet with the residents of Ty Cila in order to represent their long-term interests.
Page 3 Swansea Social Services February 2012
St John’s locality pilot – a summary As part of the work under the Community Pillar, a locality pilot centred on
St. John’s Day Centre in Cwmbwrla took place between June and December
2011. The pilot looked into ways in which local networks of support and
community resources could be harnessed and connected to broaden the support
options available to a range of staff and client groups and add value to our
services.
Background and rationale for the pilot
The pilot was set up to address two particular areas.
Assessment and care management staff had said that the current focus on
office-based work has cut them off from the communities they serve leading
to a strong emphasis on allocating services rather than finding alternative
community-based solutions to presenting needs.
The All Together Now project in 2009 identified that although many
assessment and care management staff had little involvement in the work
undertaken by service providers such as domiciliary care and day services,
clear benefits could arise from enhanced partnership working across the
commissioner-provider divide.
For the duration of the pilot Lynda Roach, a Care Management Officer from the
Central Older People’s Team was based in St John’s Day Centre for part of each
week. Staff from the Intake Team and from St John’s itself were also involved.
A Steering Group met on a monthly basis for the duration of the pilot.
Intended outcomes
Early on in the project, the Steering Group identified a number of outcomes to be
achieved, which were categorised under three headings:
Value for money – need to evidence cost effectiveness in achieving
outcomes for older people and carers
This outcome focused on developing a better understanding of the local
community so that more people – both with eligible and ineligible needs – could
be connected with community support services, thus reducing the demand for
traditional services along with the amount of bureaucracy involved. It was hoped
that St John’s would become the hub for a wider range of support provision at no
additional cost.
Continued/…..
Page 4 Swansea Social Services February 2012
Team spirit – evidence of effective collaboration and an enriched
environment of support
The work aimed to develop relationships so that everyone involved felt a sense of
belonging, purpose and achievement, knowing that they have something to
contribute as well as receive. Key to this would be an understanding of
everyone’s roles and a clear sense of direction. This approach would also extend
to establishing good working relationships with all local stakeholders including
health, housing and the voluntary sector
A positive approach to risk – evidence of risk enablement to achieve
outcomes for older people and carers
The project aimed to work across all client groups, ensuring that people are
getting good support within their local community, with evidence of greater self
reliance and reduced dependency. In addition the project aimed to support ACM
Teams and Intake to make more informed decisions about community support
packages through the provision of better local information.
Some key successes
Value for money – need to evidence cost effectiveness in achieving
outcomes for older people and carers
A directory of services for Cwmbwrla, Manselton & Brynhyfryd has been
completed. (This is available from the Central Team— 636215.)
A self-funding and self-managing Daffodil Club for older people and carers
has been established. (See page 7 for more about this project.)
A large percentage of day service referrals were signposted to existing or
new community groups.
Referrals to St John’s are now more targeted with an emphasis on providing
a service to those in greatest need.
Many individuals’ needs have been addressed without the need for a formal
Unified Assessment.
Continued/…..
Page 5 Swansea Social Services February 2012
Team spirit – evidence of effective collaboration and an enriched
environment of support
Everyone involved in the pilot has felt involved and has enjoyed the work.
There is clear evidence of enhanced working relationships and flow of
communication between individuals and agencies.
Both staff and citizen participants felt that the project enhanced the profile
of day services and day opportunities and highlighted the importance of
social relationships in making things happen.
A positive approach to risk – evidence of risk enablement to achieve
outcomes for older people and carers
A number of individual referrals were linked together to provide mutual
support rather than an individual service.
Third sector organisations, voluntary groups and local businesses have all
shown an interest in supporting the work at St Johns.
A service user and carer reference group has been established in St John’s
Day Centre which will inform how the centre is run.
The pilot identified a number of carers in need of assessment and support,
and established links with Swansea Carers Centre.
A small number of people whose first language is not English have been
identified and work is in progress to set up a Direct Payment for PA support
to a small group.
Staff in the Central Team feel that they have a greater awareness of what
support is available in the community, and draw on Lynda Roach’s
knowledge when developing support plans for their own clients.
Page 6 Swansea Social Services February 2012
Local Business Supports Social Club
Members of the” Daffodil Club” were delighted to be
handed a cheque by local construction company
Gravan Construction to help fund activities, transport
and trips.
The Daffodil Club
is a social group
which started in
June 2011 for
people over 50
and carers of all
ages, who meet
every Thursday
at the Plough &
Harrow,
Brynhyfryd between 10 am and 2pm.
The members enjoy a game of bingo, a quiz, arts &
crafts etc, as well as a home-cooked lunch.
The group is run by unpaid volunteers. Social
Services Community Connector Lynda Roach has been
helping to facilitate the group, introduce new
members and offer advice and support.
The Daffodil Club meets every Thursday so if you
would like to come along just pop in for a free cup of
tea, friendly welcome and to meet new friends.
Lynda is hoping to help start up another group in the
Port Tennant / St Thomas area in the coming months
so if anyone is interested in becoming a
volunteer or joining any of the groups
she’d love to hear from you.
If you would like more information or
need any help please ring Lynda Roach
on 636215.
Page 7 Swansea Social Services February 2012
A candle loses nothing
by lighting another
candle. - Erin Majors
If you are working on
something exciting
that you really care
about, you don't have
to be pushed. The
vision pulls you." -
Steve Jobs
They may forget what
you said, but they will
never forget how you
made them feel. - Carl
W. Buechner
Perfection is not
attainable, but if we
chase perfection we
can catch excellence –
Vince Lombardi
Minds are like
parachutes - they only
function when open. -
Thomas Dewar
TASS Communication - A two-way street
Do you understand what the Transformation of Adult Social Service (TASS) process is all about? Many staff worry they don’t, so if you’re one of them, remember there are lots of ways to get information, ask questions and contribute your own ideas.
Some of these are:
TASS as an agenda item on your Team Meeting:-
Staff have told us that they value having TASS as Agenda item as it helps to them to understand what’s happening across all Three Pillars. It also helps team to reflect on their practise and identify opportunities to develop as a Team.
Lunchtime workshops:-
Some 50 staff have attended the two recent Lunchtime TASS Workshops with Deborah Driffield. Staff have had the opportunity to ask a range of questions about the whole TASS process.
Look out for future dates and responses to some of those Questions!
Director’s sessions for staff:-
Approximately 300 staff attended meetings with our new Corporate Director, Phil Hodgson. Phil was asked a range of questions over the three sessions and welcomes staff contacting him via email or arranging to meet with him.
Deborah Driffield’s offer to visit teams:-
Deborah is keen to spend time visiting teams across Adult Services and is especially interested in shadowing staff. She has already visited a number of teams but is keen to get more invites. Please contact :– Sue Davies on 01792 636245 to arrange.
Open Mic sessions:-
This is a new opportunity to attend - individually or as a Team - one of the Adult Services Management Group Meetings which take place on the last Wednesday of each month.
This is a half hour slot (12.30-13.00) to discuss any new ideas, developments or share good practice initiatives with Principal Officers.
Continued/…..
Page 8 Swansea Social Services February 2012
One person
with a belief
is equal to a
force of 99
who have only
interests. -
John Stuart
Mill
To think
creatively, we
must be able
to look afresh
at what we
normally take
for granted. -
George Kneller
Change is the
law of life and
those who
look only to
the past or
present are
certain to
miss the
future. - John
F. Kennedy
Open Mic sessions:-
This is a new opportunity to attend - individually or as a Team - one of the Adult Services Management Group Meetings which take place on the last Wednesday of each month.
This is a half hour slot (12.30-13.00) to discuss any new ideas, developments or share good practice initiatives with Principal Officers.
Interested…contact Fiona Broxton in SMSU on 01792 636693.
Comment on pages on website:-
There is an opportunity to make comment or ask questions in relation to any stories you read on the Citizen Directed Support website directly from the web pages.
ACM Development & Performance Group:-
Team Leaders, Planning officers and POs all meet together monthly in the Assessment and Care Management Development and Performance Group ( DAP ). All ACM teams and the Safeguarding Team will we hope contribute suggestions/ideas for improvement and be involved in the work streams to take forward the work.
Newsletters & Briefing Papers:-
This newsletter is intended to provide an opportunity for you to catch up on the latest developments across Adult Services. And of course feel free to comment on the stories you read in any of our Newsletters by getting in touch with the editors. (See page 21)
You could also:
Ask questions of managers or team leaders
Recognise good practice in your area of work and think how/with whom you can share this
Take time to look back and forward at how you’re working – does it fit with person-centred principles?
Consider whether you need more training. (Have you been on the Person Centred Thinking course for example?)
Talk with your service users – if they have questions you can’t answer who can? – and how can this best be done?
Find out about opportunities to spend time in another team. Maybe a direct swap with someone? By sharing practice and ideas ‘on the job’ a lot of informal learning and development can happen naturally.
If you have any comments, questions or thoughts on how you could engage with the Transformation Process, give me (Julie Burroughs) a ring on 01792 636352.
Page 9 Swansea Social Services February 2012
The Next Steps in Person Centred Thinking
Making the jump from attending
training, to incorporating new
information into our day to day work
can be difficult even with the best of
intentions. Research suggests that it
takes a minimum of 21 days to
change or make something a habit but
this is more likely to happen when
certain things are in place….
Because of this, Helen Sanderson
Associates have developed a new
course to explore how staff can help
embed person centred thinking tools
in their workplace so they become a
habit. The course aims to provide
participants with the skills and
confidence to take person centred
tools from training to including them
in their day to day work and support
their colleagues to do the same.
This “7 Habits that promote Person
Centred Thinking” course will be run
on 27th March 2012 and is open to
staff from Adult Services who have
attended the two-day Person Centred
Thinking Skills course and are
interested in moving the work around
the tools on.
Though participants will need to have
completed the two-day Person
Centred Thinking Skills course before
attending the 7 Habits course, staff do
not need to be using the tools
regularly in their practice to apply.
Participants can range from those who
have not used the tools and want
ideas on how to begin to those who
use Person Centred Thinking tools
regularly and want to expand their
use.
Our Person Centred Thinking Skills
trainers, Ceri and Jane, are happy to
provide a brief refresher session on the
tools for any participants on the “7
Habits” course who did the Person
Centred Thinking Skills course a while
ago and feel they need a reminder.
They are also happy to offer ongoing
support in any efforts to introduce the
tools in the workplace. The success
measure, of course, is not the tools
being used as “business as usual” but
the end result for the individual –
better lives, not just better plans.
Flyers to invite applications for the “7
Habits” course will be sent via Team
Managers in the near future.
For further information please
contact Ceri Jones, Service & Staff
Development Officer, 636071 /
Page 10 Swansea Social Services February 2012
Not just better plansNot just better plans……
Help people get better livesHelp people get better lives
© The Learning Community for Essential Lifestyle Planning, Inc. 2006
Health Service Community Networks
The Swansea Locality of the ABMU Local Health Board has developed five
Community Networks – City Health, Llwchwr, Cwmtawe, Bay Health and Penderi.
Each network is built around a group of GP practices and is responsible for the
planning, co-ordination and delivery of primary and community services for the
local population.
The aims of the Community Networks are to:
Focus on preventing ill health, enabling people to keep themselves well and
independent for as long as possible.
Develop the range and quality of services that are provided in the
community.
Ensure services provided by a wide range of health and social care
professionals in the community are better coordinated to local needs.
Improve communication and information sharing between different health,
social care and voluntary sector professionals.
Facilitate closer working between community based and hospital services,
ensuring that patients receive a smooth and safe transition from hospital services
to community based services and vice versa.
Staff from Social Services’ Planning Team and Team Leaders from all areas are
working with the Community Networks to establish better links between us.
Information about developments in each community is being shared and
possibilities for collaboration explored.
Chair Attending for Social Services
City Health Bob Mortimer Heather Hughes and Andrea Preddy
Llwchwr Manisha Richards Mariann Hewitt and Pat Hughes
Cwmtawe Richard Tristham Jane Tonks and Eirian Davies
Bay Health Chris Johns Nick Andrews and Jackie Turner
Penderi John Rees Jane Tonks and Eirian Davies
Continued/…..
Page 11 Swansea Social Services February 2012
SCVS has set up information points in some surgeries with a member of staff on
hand to answer questions. In the next few months, we hope to firm up how we
will work together, and also involve colleagues from Child and Family Services
so that a holistic approach to well-being in communities is developed. Principal
Officers from Child and Family are working with networks to ensure vulnerable
children receive the support they need to fulfil their potential and to ensure
clarity where there are safeguarding issues.
Each network now has a website, including both a public and a members’ area,
which will provide the latest news, meeting agenda and minutes and other
important information for that community.
Page 12 Swansea Social Services February 2012
Staff Lunchtime Workshops - Update
Two staff lunchtime workshops have now taken place, and a third is happening
around the time this newsletter is being finalised. These workshops have
provided an opportunity for staff to have face-to-face dialogue with senior
managers around the Transformation of Adult Services and discuss any concerns
or questions that they have.
Recurrent comments and questions from these first three events will be drawn
together to create a set of Frequently Asked Questions (FAQs) which will be
available on the Citizen Directed Support website.
Further lunchtime workshops are being planned for the spring.
Coming Soon… Draft Social Services Bill for Wales
Page 13 Swansea Social Services February 2012
The work underway to transform Adult Social Services in Swansea will mean that in some aspects we will have a head start when the Welsh Government publishes the Social Services Bill in October 2012. This Bill follows on from the Sustainable Social Services paper published last year, and will specify the core legal framework for social services and social care.
Gwenda Thomas, the Deputy Minister, made a statement about the Bill on 24th January and in it she emphasises that ‘we must draw on the strengths of people being members of their families, networks and communities’ and ‘sustainability depends on people having a stronger voice and real control’. The Bill will also extend the range of services for which people have a right to a Direct Payment. Other aspects are a portable assessment of need and establishment of a national eligibility framework for social ser-vices across Wales.
The draft Bill will be published for consultation in March.
Heather Hughes Planning Manager
A summary of the main organisations taking forward the Citizen Directed Support agenda across Wales
On-line form helps with referrals to Intake As part of the TASS agenda the Social Services web pages are being redeveloped this
year. One of the first changes to emerge is an on-line referral form, which will
enable people to provide their details – or those of someone they wish to refer – to
the Intake Team via a secure web link.
The form is currently being piloted with two organisations – the Red Cross and Age
Cymru. Although we expect that the form will mainly be used by agencies who wish
to refer their clients to Social Services, it is something that individual members of the
public can also use if they wish. The on-line form is expected to go ‘live’ in April.
Advantages of the on-line form include:
It can be completed at any time that suits the referrer with no need to wait in a
queue for a member of Intake staff to be free
It has been designed to collect all details that Intake require to process an initial
referral, thus reducing the number of call-backs to the referrer to collect
additional information
An automatic acknowledgement will be emailed to the referrer confirming receipt of
the form and the response time that should be expected
Completed forms
are delivered to
Intake through
the email system,
so there is no
need for
monitoring of a
separate system.
Page 14 Swansea Social Services February 2012
NEW SERVICE at AGE CYMRU SWANSEA BAY!
Safeguarding Older People Regional Independent Advocacy Project
Age Cymru Swansea Bay are delighted
to receive funding to provide a much
needed advocacy service for older people
across Swansea, Neath Port Talbot and
Bridgend. The project is funded by the
Big Lottery Fund under the AdvantAGE
programme for three years and aims to
improve and promote independent living,
to give older people greater choice and
control over their lives and to protect the
most vulnerable from abuse.
Age Cymru Swansea Bay employ four
advocates who will support vulnerable
older people who are facing life changing
decisions, such as moving into
residential or nursing care and being
faced with the loss of independence.
Advocates will provide information on
various options available, ensure that
people have a voice and assist
individuals to reach a decision which is
best for them.
Advocates will be supported by a team of
trained volunteers who will provide
support to individuals living in sheltered
housing, residential care and hospitals
and are also able to visit older people
within their homes, thus ensuring that
the service is fully accessible to all those
in need. Advocates are independent,
non- judgemental people who will act on
the client’s behalf to ensure that their
needs are met and they are able to
access the best possible services and
care. This exciting new service will be
available for referrals from January 2012
onwards.
For further information please contact
Cathy Boyle on: 01792 648866 or e mail
Page 15 Swansea Social Services February 2012
Three Cliffs Nursing Home
Three Cliffs Nursing Home in Penmaen is home to around 50 older people, many of whom have dementia. The manager, Karen Woods, has been trying a number of innovative approaches to reconnect the residents with the world they used to know, and below she shares a couple of their stories.
Pet Therapy
Our pet therapy started small. We brought in some willing guinea pigs and a very soft rabbit. The residents’ responses were amazing - they were entranced by the animals, they stroked and cuddled them or just felt them against their skin. They smiled, laughed and some remembered pets they had had as children.
A large macaw was next, he squawked and fluttered and some brave souls let him land on their shoulders and we talked of pirates and Long John
Silver. A horse, of course, had to follow and, best of all, a four day old spring lamb. I’d been enjoying seeing the year’s new arrivals on my way to work across the common every day and it occurred to me that my residents hadn’t shared this, so after some negotiation the lamb arrived. Every single resident had a chance to hold the lamb and the delight in their faces made us all quite emotional. One lady told tales of being in the land army and taking care of the sheep as a young woman.
Pets truly have a remarkable effect on those living with dementia, and we arrange for pets to come in as often as possible. They seem to open doors and help people to express themselves.
The only problem is how to get bigger and better, anyone got a spare giraffe?
Continued/…..
Page 16 Swansea Social Services February 2012
The Pub
Three Cliffs now has its own ‘pub’, converted from a redundant outbuilding. It doesn’t serve alcohol, but in all other respects it’s just like a country pub. The idea came about after seeing the look of disappointment on residents’ faces when their visitors told them they weren't going out. Their dementias are such that outings are difficult and often involve confusion and anxiety.
We think the pub is pretty amazing. It took ages to source all the bits and bobs to make it so authentic but local pubs were keen to help and car boot sales provided the rest on a shoestring.
The pub is only a few steps away from the main building but having to put a coat and hat on to go for a drink makes it much more memorable and the good emotions associated with it seem to last all day. For husbands and wives of residents it provides a moment of normality and a bit of relief.
If only we could get a volunteer to come and open it for an hour or so at weekends it would be even better.
Page 17 Swansea Social Services February 2012
Community Lives Consortium - A journey into System Thinking
Community Lives Consortium (CLC) is an organisation which provides a range of community support services to adults with a learning disability.
In September 2010 CLC started working with Vanguard Systems Consulting to help us be both person-centred and really efficient. As a result we have developed a new approach to helping people plan and record their lives based on conversation rather than form filling.
This is the journey the organisation has been on so far:
In September 2010 a working group formed to work with Vanguard. The group involved individuals who play different parts in the organisation, from front line staff through the different layers of management, senior managers and chief executive.
In line with system thinking principles the organisation had to evaluate who our customer was. The tenants, clients were our customer.
The first task that we were set was to think of a new Purpose for the organisation. We agreed on “Supporting people to live the life they choose “. We then agreed on seven operating principles.
Using the model for change we looked at “What Matters to our Customers”. We were able to achieve this by collecting Demand.
We then looked at our current service delivery planning via “Mapping the Flow” and identified waste in our existing systems/ procedures. We needed to work on achieving a more individual Service Delivery Plan and also challenge ourselves on how we involved our customers.
The working group met with tenants and staff in one Network and piloted completion of Service Delivery Plans using alternative media.
CLC then met with CSSIW and CST. Contract and Monitoring shared some new Service Delivery plans and also discussed variance of recordings for individuals in line with their Service Delivery Plan and unified assessments, ensuring that we still met legislation and standards.
Continued/…..
Page 18 Swansea Social Services February 2012
In April 2011 we seconded our peripatetic Contract Manager as ”System Thinking Leader“ to implement system thinking operationally. This involved meeting with staff who deliver hands on support to our customers, sharing with them our new Purpose and Operational Principles and, using EDIP (Explain, Demonstrate, Imitate and Practice), worked alongside frontline staff , managers and customers to review their Service Delivery Plans. Each Network collected customers’ Demands (requests) to enable us to find out what matters to the cus-tomer. This information was recorded on a central Demand Log. We then looked at the Demand and identified where we met the Demand and also where we failed to meet Demand. Next, we asked frontline staff and managers what got in the way of us meeting Demand. Contract Managers recorded this information on an Issue Log which Senior Managers then used to decide what to prioritise using PLAN and Mapping the Flow. Working alongside the System Thinking Leader were our SPICT (Supporting Participation through Information Communications Technology) Department. Staff were able to pull on their expertise when developing New Service Delivery plans, which enabled the staff who had the
best relationship with the customers to learn the skills to develop personal plans.
All staff within the organisation have been introduced to the principles of system thinking and work has commenced throughout the networks to implement new Service Delivery Plans for all customers.
Senior managers’ meetings have changed in line with the principle of allowing the company to change from a top down management structure to a bottom up one which allows decisions to be made closer to service delivery.
Organisationally, we are at the beginning of a long journey of change. As the organisation finds out what matters to the customer we will need to review our systems, how we and external partners monitor service delivery and our policies and procedures to enable our customers to have a more personal and efficient service.
Continued/…..
Page 19 Swansea Social Services February 2012
Below are some Tenants’ stories so far:
Paul lives in Port Tennant and works part-time in a hospital. This year Paul and staff produced a service delivery plan following the systems thinking process. Paul’s goals for his future were that he would like to live on his own in a flat and that he would like to keep his medication in his bedroom and take it himself. Usually Paul’s medication was kept in a cabinet in the staff office and medication given to Paul at the appropriate times. Paul was also concerned about the recordings written about what food he ate what he had been doing during the day and his general mood.
Since the introduction of his new service delivery plan, Paul keeps his medication in a lockable box in his own room which he now self-administers. Paul checks his medication and informs staff when medication levels are low. This was started in May this year and there have been no problems. Also staff members no longer keep records about Paul and his day. This makes Paul more independent and more in control. Paul says he is very happy with this. Paul and staff are now working on his other goal – a place of his own.
Jean from Gowerton wanted to do her own shopping. She can check the contents of her food cupboards by using her shopping list made of cards
– photos of foodstuff. She checks to see if she needs to buy items of food and if she does she places these relevant cards in a wallet. When she goes shopping she uses the cards in the wallet to choose the food items. This has resulted in Jean being more involved in her shopping and making it a more enjoyable experience.
Phil lives in Llansamlet and takes an active part in the community. He especially loves attending the local church which is a short distance from his home. Phil wanted to video his service delivery plan. In April 2011, Phil and his staff got together to talk about what was important to him. Through using person centred planning tools (Relationship Map and Path) it was discovered that Phil used to go horse riding in Ogmore on the beach some years ago. Staff then arranged for him to attend Cimla Equestrian Centre. Phil said he was nervous at first. The attendant at the horse riding centre said that Phil’s posture whilst sitting on the horse was good. Phil now goes regularly and thoroughly enjoys it.
Phil’s other wish was to see more of his girlfriend. This has happened with the support of her team. Phil is very happy with the outcomes of his plan and is presently thinking of his next goal.
Page 20 Swansea Social Services February 2012
OPEN MIC SESSIONS…………..Interested !
This is a new opportunity to
attend - individually or as a
Team - one of the Adult
Services Management Group
Meetings which take place on
the last Wednesday of each
month.
This is a half hour slot (12.30-
13.00) to discuss any new
ideas, developments or share
good practice initiatives with
Principal Officers.
Interested…contact Fiona Broxton in SMSU on 01792
636693 to book the slot.
Page 21 Swansea Social Services February 2012
Thanks to everyone who has provided information or articles for this newsletter. Please keep sending them in - even if it’s just a few lines we can find a corner for it. If you have a photo too, better still! And if there’s something you’d like the newsletter to cover, let us know.
Colleagues in independent sector and voluntary organisations are also very welcome to submit contributions.
The next newsletter will be published in late April and the copy deadline for contributions is 13th April.
If you have anything to contribute to a future newsletter – an article, a question, a tip, a link or even an idea for an article you’d like someone else to write – please contact the editorial team.
Helen Barney 636902 [email protected]
Angela Morgan 636414 [email protected]