1. The Municipality of Nacka – Customers’ Choice for the Elderly

2. Customers’ Choice The customers’ choice system was introduced in 1982
Freedom of choice
Increased influence for residents
Development and profiling
Private and municipal providers
A greater range of services
A voucher for both municipal and private providers
Clear and simple rules and processes for authorization

3. A gradual expansion of customers’ choice
Chiropody voucher
Internal prices and rents 1989
Home help voucher
School voucher
Childcare voucher
Guidance/assistance
Special housing for the elderly
Adult education
Individual and family care Family counselling 2005, Labour market measures 2006 Family treatment and Daily activities for elderly 2007, Housing support 2010, Drug and alcohol abuse 2011.

4. Customers’ Choice for the Elderly
Home help service, relief service, companion service
Special housing
Daytime activity

5. The Home Help Service 1,400 are granted home help service
200 are granted help with domestic tasks (eg. cleaning, laundry)
Approx. 45 authorized home help service providers
95% private home help service

6. What is important when making a choice?
Recommendations from neighbors, friends
Proximity
Private – municipal, small – large
The staff’s knowledge of languages
The staff’s specialist knowledge
The possibility of purchasing additional services
Premises, atmosphere, overall impression

7. What else is important when making a choice?
Quality factors, about which it is harder to obtain information prior to making a choice:
Continuity
Punctuality
Staff training

8. What does Customer Choice mean to the Elderly?
Advantages
It is possible to change – you are not limited to one provider
Greater satisfaction when you have made your own choice
The providers must make an effort to acquire customers

9. What does Customer Choice mean to the Elderly?
Difficulties
Hard to choose in a crisis situation when life suddenly changes
Difficulties due to cognitive impairment

10. Experience
A long-term perspective is needed in order to create a market
Both large and small companies are required
Small companies are favoured
Increased quality, e.g. small groups with a good knowledge of different languages
Administration

11. The Role of the Assistance Officer
Exercising authority Investigate, make decisions, appraise
Information Provide information about social services assistance and about support from other authorities, health care etc.
Consumer guide Guidance in making a choice of provider

12. Services by Procurement
Safety alarms and responses
Night-time services
Short stay accommodation
Food distribution ”Meals on Wheels”