Norfolk & Suffolk Dementia Alliance Care Homes Workshop Kesgrave Conference Centre 17th April 2012 New way of working for assessment & care management services

A simpler response We have used System thinking to make sure that we can meet the demand that adult social care teams face We are working on the principle that the customer will deal with as few people as possible Where other teams are involved we have made the interface as simple as possible

A more effective response We have built our new design around the following customer purpose Listen to me & take me seriously Work with me to: –give me information (including how much it will cost me) to make informed choices –offer practical help & support –to resolve my difficulties (& keep me safe) Tell me the truth, what you will do and when Remember me: remember my story We have rebuilt our teams into neighbourhood and specialist teams, and created more effective links with Customer First.

North North Lowestoft South Lowestoft South Waveney LD & Transitions Dementia South IP1 IP2 IP3/4 South Rural LD& Transitions Dementia East Felixstowe Saxmundham Stowmarket Stowmarket Rural LD& Transitions Dementia West Bury Town Bury Rural Sudbury Haverhill Mildenhall LD& Transitions Dementia Home FirstCustomer First Ipswich Hospital (complex) WS Hosp Complex Ipswich Hospital TriageW. Suffolk Hospital Triage Adult Social Care: Area Structure April 2012

A faster response Teams have worked to reduce waiting lists We have cut out bureaucracy so that decisions can be made faster We have built our teams so that the customer does not get passed from person to person Each team is clear about its role and how it works with others

What do the teams do? Customer First TeamsProviding social care services where the issues can be resolved fairly quickly Neighbourhood TeamsWorking in a local patch, providing social care services where issues take a little longer to resolve or where ongoing contact is needed Developing a wider understanding of the wider services available in the area. Learning Disability and Transition Teams Providing a social work service for people with a learning disability or who are coming through transitions Dementia TeamsProviding a social work service for people who have dementia.

What do the teams do? Business supportAn integral part of the teams supporting practitioners and processes Hospital triageGetting people successfully home after a stay in hospital where the issues are straightforward Hospital complexGetting people successfully home after a stay in hospital where the issues are more complex PlacementsWorking with the social work teams to source care provision Financial AssessmentWorking out how much customers have to pay towards the cost of their care