Personalisation & Providers: A new way of working? Ben Harrison Development Manager: Personalisation United Response

United Reponses | About United Response  Large national charity  Supporting adults with learning disabilities, mental health needs or physical disabilities  Focus on person centred support

United Reponses | About United Response United Response works in….  70 local authorities…  Majority of which are In Control members  4 of the 6 original In Control pilots  6 of the 13 Individual Budget pilots

United Reponses | Our “take” on personalisation  Personalisation feels like a logical progression from # providing more individual support # working in a person centred way # working with more self funders # people having choice & control

United Reponses | Our “take” on personalisation  An entirely new way of working? No….. ….. but we need to think and do differently. # Change some of the ways we work # Explore new opportunities # Develop different relationships # Be flexible and creative

United Reponses | Co-production Co production is about # cultivating interdependence amongst people # working alongside the community # working with people to identify the outcomes that are meaningful to them …So that people co-create the services they want to use

United Reponses | What have we tried? Creative approaches Person centred approache s Individual Service Funds Community Development Shop4 Support Communicatio n Getting people involved Collaborating with others

United Reponses | Person centred approaches This is the key…. Obviously  Good to Great programme  Partnership with Michael Smull and Helen Sanderson Associates  Focuses on using a range of tools including # working/not working # 4+1 questions # Donut  Having a huge impact upon people & staff

United Reponses | Shop4Support  Development partnership  Moving from wholesale to retail  Whole system that links plans – outcomes – money – support – equipment – activities  Host of useful data for commissioning

United Reponses | ISF’s & the mini RAS

United Reponses | Internal & external communication  Making sure colleagues are aware what is coming and how we are responding  Progress for providers and external communication  Working with people and families to develop our work  Getting accessible information right for people

United Reponses | “ Consideration needs to be given to a new form of social contract, making explicit the relative responsibilities of the sate, family and the community and offering incentives to deliver care & support” David Brindle, Guardian/Joseph Rowntree Foundation Community

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Community Mapping  If people are going to make choices they need to know what their options are…  staff supporting them need to recognise when they are making those choices  Developing tools that give people real choice and control…

United Reponses | Back... Address: The Minar Curry House High street Hampton Hill TW12 1NL Tel: Overall Review: Very good food Very good welcome Excellent Value for money Blended food when requested and very helpful Easy parking in the High street Small step but easily accessed by wheelchair

United Reponses | Getting people involved  Recruitment  Governance  Quality checking  Planning & decision making

United Reponses |  The direct payment has given my children more security and freedom and made more things possible. Before, it felt as if many decisions about how they lived their lives were made for them. Now they are in control. They have their own home and can choose who supports them and what support they receive. Kryzia

United Reponses | Creative Approaches  What do people want from us?  Focus on what we are good at  Positive risk taking  Bespoke services vs specific “menu” of options?

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Collaborating with others  Collaboration between Helen Sanderson, commissioners and providers  Based on our individual and collective experience.  Designed to help providers begin the process of change  Will become more co-produced as people use and develop it.

United Reponses | Collaborating with others 1. Leadership and Strategy 2. Creating a Person Centred Culture 3. Community Focus 4. Support Planning and Review 5. Finance 6. Human Resources 7. Back Office Systems 8. Marketing 9. Reviewing and improving our service

United Reponses | So what have we learned?  Trying stuff out is good and supports creativity  Pace of change varies from area to area  Sharing and learning with, and learning from, others works – people, families, providers and local authorities.  Adapting to meet the needs of both current and future customers…. Reputation matters!

United Reponses | So what have we learned?  person centred support is the key…but “Level 3” changes are vital too  Giving people control works  people need information about money that makes sense to them  people want support than makes a difference… cost is not the only factor

United Reponses | What have we learned – ISF’s  They can be done  It’s a different way of working… towards transparency!  people that share can have individual support too But…….  Our view might differ from the LA…. Or rather the RAS  Shared services present challenges

United Reponses | What have we learned – S4S  It’s a one stop shop  Lots of functionality & data  Marketing and systems But…  It costs…. business case has to be made  Its still in development…  Not enough buy in…not at tipping point.  Competitors emerging?

United Reponses | What we have learned - Community  Relationships  Being asked to help others  Getting involved in community activism  Demonstrating value  Interdependence - attitude is key  Its take effort and resources

United Reponses | What happens next? Our current strategy includes  Person centred systems & the customer journey  What kind of organisation? # community focus # brokerage etc  Co-production # families # people

United Reponses | What don’t we know yet?  Will personalisation deliver the step change it promises?  Which new opportunities will emerge?  National or fragmented Care System  Future Regulation?  Impact of Health pilots?  Economic argument and resources?

United Reponses | Some of the ongoing challenges for providers Making it real Deploying Staff resources Culture change… again? New customers …different needs? Financial pressures and VFM Impact upon staff Proving value.. outcomes

United Reponses |  Elizabeth is supported by United Response and organises her own package of support. She said: "In the past it was always other people who decided things for me. They decided where I had to be and when. "Now, I have the freedom to do what I want and when I want. United Response supports me to do a lot of different things in my life. They support me to sort out my bills and arrange doctor’s appointments. They also support me to go on holiday. Recently, I've been all the way to Budapest! I also receive support to go out to work. In my job I tell other people about how they can organise their own support. If you need support, then you should get it when you need it. You should decide”.