To note the update presentation.

Michael Murphy, Director of Statutory Services and Deputy DASS, introduced the item and explained to Members that the partnership between Optalis and the Royal Borough had been created to transform people’s experience of social care. The intention was to allow service users to lead fulfilling and independent lives, whilst treating them with compassion, respect and dignity. One piece of work relating to this was the transformation of front door services, or what people initially experienced when they contacted adult social care, and reviewing how this could be improved or made more accessible to people. Ged Taylor, Project Manager with Optalis, said the review aimed to ensure people had all the information and support they needed from the first time they accessed any service. There was a range of resources and information available, and the intention was to use these to help people, particularly those with multiple or complex needs, live independently as long as possible.

The first phase of the assessment, which collated service user feedback, had been completed. Specifically customers had been asked if they had received enough information and support, and if they had received it quickly enough. The feedback showed that for the vast majority of people the service had been good. However there were a significant number of users who had experienced delays. Other users were seeking advice or information that was available elsewhere, and consideration had to be given as to whether there were other avenues for this information to be available from. One proposal had been the creation of an asset database, detailing the support that was available from other organisations. Ged Taylor said this could be a viable solution as more voluntary organisations were reopening again after Covid.

Responding to a question from Councillor Hunt, Ged Taylor said there was a target for phone calls to be answered within 60 seconds. Callers were not put on hold. However if information could be accessed in a different way then this would relieve the pressure on call handlers. Councillor da Costa asked if details of how to access the asset pool database could be available in GP surgeries. Michael Murphy said factsheets about adult social care were available from GPs. Hilary Hall said the asset database was still in the development stage and it was hoped more information could be added to it. Staff were investigating how to create a single point of contact for adult social care, in the same way there was one for children’s services.

Helen Woodland, Director of Provider Services, Optalis, said a similar approach was being taken by Reablement services to allow people to lead their lives as independently as possible. Traditional approaches to social care that led to moving people into care homes from a hospital environment usually led to an increase in that person’s dependency on another. The Reablement team helped people to return to their homes after treatment and offered support for a six week period. A needs assessment would take place and care package would be approved by parties such as practitioners and rehabilitation assistants.

Helen Woodland explained the Reablement team offered crisis management, out of hours services, and support for complex needs and end of life care. They would work with hospital staff before the point of discharge to ease the transition back into the home environment. The assessments would ensure a person received the appropriate level of support, and not more than was needed. This would include looking at whether technological support would help, and early feedback had shown that some people had benefitted from this. Helen Woodland said people generally needed a lot of support to begin with, and as time progressed some found they were able to live completely independently.

Members noted that three case study examples had been provided in the presentation given in the report. In all cases there was a lot of intensive support at the start of the programme, which helped people to re-learn skills they needed and improve their confidence for independent living.

Responding to a question from Councillor Sharpe, Helen Woodland said the new model would hopefully enable support to be given to more people whilst operating with a reduced level of care requirement. The intention was to operate a short, intensive system of care rather than using long-term crisis care. The Reablement service would also look at those already receiving care and assess if this could be delivered in a different way. As a result service users were showing signs of improved independence and being less reliant on a carer.

Responding to a question from Councillor Tisi, Helen Woodland said the majority of users were near the point of hospital discharge. However it was possible for requests to be made for the Reablement team to see people living in the community.

Councillor da Costa said she wanted to congratulate the adult social care team for this work, stating she knew from her family’s personal experience about the excellent care provision now in place.