Adult Social Care Customer Journey [IL2: PROTECT] [IL2: PROTECT]

National Picture There are a number of national drivers which have supported the development of a transformed Adult Social Care offer and a new customer journey including: Care Act 2014, which consolidates a range of current legislation and brings new duties for the Local Authority: Including new rights for carers and self-funders New charging and financial assessment requirements The Better Care Fund that aims to transform local health and social care services by: Transferring of funds from acute spend to prevention focused services Delivery of health and social care to local people in their local communities Providing people with more integrated care and support 7 day working service [IL2: PROTECT] [IL2: PROTECT]

Why we need to change? The Local Picture Customer Not feeling in control Service is confusing Too long between from requesting support to receiving it Too many people involved (want to tell story once) Service Area Too many: Referrals Assessments Team / Workforce Processes Hand offs [IL2: PROTECT] [IL2: PROTECT]

What will the change look like for our customers? Customers will; Access health and social care support in their local community Tell their story once to get the right support Have greater choice and control around: Health and wellbeing Prevention Reablement Self Directed Support [IL2: PROTECT] [IL2: PROTECT]

The New Customer Journey [IL2: PROTECT] [IL2: PROTECT]

Overarching Customer Journey [IL2: PROTECT] [IL2: PROTECT]

Independent Living Team, Enquiry Service [IL2: PROTECT] [IL2: PROTECT]

Contact Enquiry: Open: 9:00am – 5:30pm Monday-Thursday and 9:00am-5:00pm Friday Telephone: 0845 352 2266 (4 options) Option 1 – Allocated Workers Option 2 – Blue Badge Option 3 – Equipment / Technology & Adaptations Option 4 – Any other enquiry Fax: 0121 569 5789 Email: sandwell_assist@sandwell.gov.uk or Secure email: secure_assist@sandwell.gcsx.gov.uk Post: Sandwell Council Independent Living Team - Enquiry, PO Box 15825, Oldbury, B69 9EL [IL2: PROTECT] [IL2: PROTECT]

Services Offered / Provided Advice and Information Signposting to Local Services Community Offer Community Social Care: Case Updates Transfer you to your allocated worker or leave a message for them to call you Applications for: Blue Badges LWP (Local Welfare Provision) Complete Telephone Assessment: Contact Assessments Extra Care accommodation facilities in Sandwell Carers Advice & Information / Signposting Carers Contact Assessments. Referrals to: Sandwell Appointeeship Unit. Fast Response STAR services Sensory Service –for residents with visual or hearing impairments Therapy Services Prevention Service including Community Alarms / Floating Support / Prevention Stores for equipment in the home. including Telecare Alerts: Safeguarding of Vulnerable Adults Deprivation of Liberty Assessments [IL2: PROTECT] [IL2: PROTECT]

Our new Customer Journey Hospital Team Safeguarding Team Transitions Team Mental Health Team Community Team Community Offer Prevention Customer CSA Reablement Co-ordinator Short Term Crisis ILT Assessor 10 [IL2: PROTECT] [IL2: PROTECT]

Any Questions? [IL2: PROTECT] [IL2: PROTECT]

Short Term Assessment & Reablement STAR Short Term Assessment & Reablement [IL2: PROTECT] [IL2: PROTECT]

Assessment Re-enablement Leaving hospital Leaving Rehabilitation/intermediate care Fast Response People in their own homes [IL2: PROTECT] [IL2: PROTECT]

Appropriate Referrals All new packages of care Significant increase to current care provision Returning home – new or existing clients, with unknown needs Short term care support to get back to independence [IL2: PROTECT] [IL2: PROTECT]

Referral and Review Telephone contact (via Enquiry, Health Professionals can make direct referrals) Confirmation of assessment – start date and care provision Risk assessment Staff allocated Care plan reviewed weekly [IL2: PROTECT] [IL2: PROTECT]

What happens next? STAR team review after 28 days or earlier is appropriate to close the service Care Act Eligibility applied at the end of STAR intervention STAR Fieldwork teams source and arrange ongoing care if needed Sign posting if required [IL2: PROTECT] [IL2: PROTECT]

Any Questions? A great opportunity to talk a little about each department as they ...appear on click. Mention the website and how to get to it. Take questions [IL2: PROTECT]

Sensory Services [IL2: PROTECT] [IL2: PROTECT]

Sensory Service Appropriate referrals would be for people: Service available to adults Sandwell Resident Sight loss Hearing loss Dual sensory loss [IL2: PROTECT] [IL2: PROTECT]

Staff Structure Social Care Officer Eye clinic Liaison Officer Rehabilitation Workers Social Care Officer Eye clinic Liaison Officer [IL2: PROTECT] [IL2: PROTECT]

Training, support and equipment Person centred planning Complex needs Keep people independent in their own home Family, friends and colleagues awareness Awareness training for Staff [IL2: PROTECT] [IL2: PROTECT]

About the service Sandwell Resident Transitions and Adults Sight Loss Hearing loss Dual Sensory Loss

Aim of the service Keep people independent in their own home by offering support with daily living skills, mobility and equipment Offer a programme of support Awareness training for Staff [IL2: PROTECT] [IL2: PROTECT]

Motivation confidence building Individual Tailored programme Work at persons pace Adapted everyday techniques (don’t re-invent the wheel) Specialist equipment where appropriate Gradual progression [IL2: PROTECT] [IL2: PROTECT]

Independence Daily living- making a drink, preparing and cooking food, cleaning, ironing etc Communication- telephone, reading, writing, telling the time etc. Orientation and Mobility-Long Cane training-indoors, outdoors, public transport etc Low Vision Support- magnifiers, using residual vision etc.

Equipment Liquid level indicator, Long Canes Talking watch, talking scales, Electronic Magnifier Amplifying Hearing Aids Flashing doorbells Specialist telephones

Training Environmental changes- light levels, new technology, accessing bus timetables and learning routes Sight and Hearing Loss change- diagnosis, deterioration leading to complete loss. Age related changes

Reviews Annual Registration reviews to update the legal register for Visual Impairment Post service reviews via telephone calls and visits if necessary to check safety and compatibility of equipment provision.

Any Questions?

Prevention Services

Prevention Stores Bathing Operational Set Up Mobility Areas of Provision Lifting and Handling Telecare Introduce the spider diagram, centred around the areas of need Take questions Bed Toileting Seating [IL2: PROTECT]

Introduce the spider diagram, centred around the areas of need Take questions [IL2: PROTECT]

Introduce the spider diagram, centred around the areas of need Take questions [IL2: PROTECT]

Seizures / incontinence Prevention Stores Medication Seizures / incontinence Memory loss Telecare Home safety Falls [IL2: PROTECT]

Prevention Stores 1 Social Care Team Manager – Prevention – 4 Social Care Coordinators – 1 Challenge OT – Currently vacant 18 Equipment Technicians 4 Warehouse Operatives Service Moved to 7 Day Working as of 27 April 2015 Reduced staff working on weekends and Bank Holidays Areas of Operation Order Processing and Equipment Sourcing Delivery / Installation and Demonstration Collections Internal Maintenance & Responsive Repairs Annual Reviews – Telecare and Lifting Equipment [IL2: PROTECT] [IL2: PROTECT]

Community Alarms [IL2: PROTECT] [IL2: PROTECT]

What is the Community Alarms Service? Service? Getting people help or reassurance if they are in difficulty Service is available 24 hours a day and provided by SMBC Adult Social Care Provides an alarm with a push button pendant [IL2: PROTECT] [IL2: PROTECT]

The Community Alarm [IL2: PROTECT] [IL2: PROTECT]

How can we help……. Calling for help could not be easier All you have to do is press the alarm Officers will answer your call 24/7 They can arrange an ambulance Call your Doctor Contact your family Respond and assist you to safety [IL2: PROTECT] [IL2: PROTECT]

Officers are First Aid Trained Trained to use a lifting cushion Offer Key holding security [IL2: PROTECT] [IL2: PROTECT]

What it costs One off installation fee £11.33 £4.26 a week, covering maintenance, 24/7 monitoring, 24/7 response [IL2: PROTECT] [IL2: PROTECT]

What else we do Monitor telecare sensors Provide the Emergency Carers Card Scheme Answer Homeless calls OOH’s Answer and workflow Social Worker calls OOH’s for Adults and Children Loneworker Management and Monitoring 24/7 [IL2: PROTECT] [IL2: PROTECT]

Floating Support and Vulnerable People Housing Services A great opportunity to talk a little about each department as they ...appear on click. Mention the website and how to get to it. Take questions [IL2: PROTECT]

Floating Support Service Service for: - Those at risk of homelessness People at risk of being admitted to hospital Where there may be safeguarding issues Those whose needs would escalate, without support, resulting in future demands on more expensive intensive services The service also offers a specific hospital discharge service to patients who are medically fit for discharge, but need practical support to be discharged home safely The service is available to individuals 18 and over who are vulnerable with support needs and there is no charge to the individual for this service. A great opportunity to talk a little about each department as they ...appear on click. Mention the website and how to get to it. Take questions [IL2: PROTECT]

Floating Support Service Functions include: - Assess support and housing needs to prevent people requiring high level interventions Risk assessing and risk management Individual support planning Working collaboratively with other agencies Supporting people to take responsibility for their home, health & wellbeing, improve independence, combat isolation, return to employment & training Resettling people following periods of hospitalisation, homelessness or institutionalisation Supporting parents in households where children are at risk A great opportunity to talk a little about each department as they ...appear on click. Mention the website and how to get to it. Take questions [IL2: PROTECT]

Vulnerable Person Housing Service This service provide a specialist housing and support service for vulnerable people aged over the age of 16. Supporting customers to access the right housing and support to meet their individual needs. Those who may access this service include: - People discharged from hospital, rehabilitation or residential care, especially those with mental health, terminally ill or those with physical disabilities Young people leaving care in transition to independent living People with learning disabilities needing accommodation such as support living Re-housing older people into extra care schemes Vulnerable families where children are at risk of being taken into care or who are returning from care. A great opportunity to talk a little about each department as they ...appear on click. Mention the website and how to get to it. Take questions [IL2: PROTECT]

Vulnerable Person Housing Service Cont….. Managing the re-housing of homeless people via SHIP (Supported Housing Independence Pathway) Those people moving on from Sandwell’s supported housing projects Those people moving on from STAR (Short Term Assessment & Reablement) Re-housing older people into extra care schemes Vulnerable families where children are at risk of being taken into care or who are returning from care. A great opportunity to talk a little about each department as they ...appear on click. Mention the website and how to get to it. Take questions [IL2: PROTECT]

Vulnerable Person’s Housing Service Functions include: - Assess support and housing needs to identify appropriate housing options Risk assessing and risk management Case management from assessment to re-housing Working collaboratively with other agencies and ensuring the housing options are appropriate for customer’s needs Liaising with other housing providers for housing options Referring on to additional support services and maintaining contact with other agencies following re-housing A great opportunity to talk a little about each department as they ...appear on click. Mention the website and how to get to it. Take questions [IL2: PROTECT]

Any Questions? Thank you for your time