Working in partnership:

Social Care Digital Innovation ProgrammeSnook workshop - 2nd July 2019

From insight to prototype

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What, Why, Who?

How might we enable service users and carers to access information about their care services to give them more control? In order to …….

[This is what we are looking to discover]

• Current information access mechanisms may not meet Care Act requirements or our users’ needs!

• 17k+ adult social care users and 5k+ carers affected

• There is no method of self-service access currently and therefore little control for customers.

• Provision of self-service information access could give customers more control, improve their customer journeys and save the council time and money.

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Research and activities

• Project planning and team roles

• Horizon Scanning:

• Leeds Care Record - Leeds City Council

• Personal Health Record (Royal College of Physicians) – reviewed survey findings

• NHS Digital Guide to developing personal health record

• Communications plan creation

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Research and activitiesTender approach to select a research partner:

• Delivered a Market Engagement Event - 4th June

– Participants invited through eventbrite

– Presentation and Q&A webcast at the event and shared with the tender for interested suppliers

• Tender ran 7th June - 21st June (questions and clarifications dealt with throughout)

• 4 companies tendered for the work – 1 week evaluation (3 person panel)

• Selected partner - Lagom Strategy - Awarded -1st July 2019

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Research and activities

• Participant recruitment:

• Reviewing known participant list

• Designing participant sign up script

• Started recruitment through adult social care telephony team, hospital teams and community hubs.

• Project team brainstorming survey questions

• Early insight gathering:

• Participant recruitment questionnaire

• Interactive Touch Screens – light touch survey placed in Huddersfield and Dewsbury Libraries until the end of July.

Participant recruitment:

• 122 service users• 33 carers

Recruitment ongoing

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Opportunities• Pulling together as a team, pulling out all the

stops and making things happen despite problems

• Working with a professional research team to deliver rich user engagement and gather really useful insight within a short timeframe

• Learning from a trusted partner as we go and focussing our efforts on taking part and understanding as well as horizon scanning

• Above all – discovering our users' information access needs, pain points and frustrations to deliver a service that meets them in the future

Pain points• Organisational challenges: service

restructures – project team formation and keeping resource, Ofsted inspections –room cancellations

• Tender process very time consuming

• LGA timeframes not aligning very well with chosen delivery method – reporting back progress without discovery conducted

• GDPR and consent to contact our users for participant recruitment

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Insights

Horizon scanning from RCHPIU showed that ‘people with long term health conditions or carers are more likely to engage in using an online health record.’

Horizon scanning from NHS Digital Guide showed that our adult social care account may come under the NHS definition of a personal health record because ‘it would be a secure online system, enabling a service user or carer to update information about themselves and also staff to add information about the service users care and support’

NHS have a full suite of tools which we can use should we want to move forward with creation of a ‘care account’ following discovery with customers

Adult Social Care Service User Survey Findings –September 2018

The majority of respondents agree with proposals to contact the council and adult services on-line:

• 63% agree with finding answers to questions. • 61% agree with booking and changing

appointments. • 69% agree with finding out about local services. • 53% agree with entering and viewing information

about themselves and the services they receive. • 62% agree with letting someone they trust do the

above things on their behalf

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What’s next?

• Participant recruitment – ongoing

• On boarding research partner to begin detailed engagement activity

• Reviewing previous engagement activities to finalise survey questions

• Reviewing existing ‘care account’ products on the market

• Further horizon scanning:

• Visiting Leeds City Council to find out lessons learnt from the Leeds Health Record

• Reviewing existing products on the market against a matrix of user needs and standards for government websites

• Analysing data held in our systems to understand potential volumes of transactions and affected users

• Communicating and marketing engagement events

Thank You