Liz OHare

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Liz OHare
Community Care Manager
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Community and Hospital BasedCare Management

• Learning Disability Team
• Physical Disability Team
• Hospital Team (based at QPH)

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OLDER PEOPLES SERVICESBlackburn East
Community Care ManagerAndrew CooperTel 587734
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OLDER PEOPLES SERVICES

• Blackburn West
• Community Care Manager
• Liz OHare
• Tel 587737

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OLDER PEOPLES SERVICES

• Darwen Team
• Community Care Manager
• Tony McGowan
• Tel 222105

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Requests for ServiceIrrespective of the client
groupor location, all requests forservice
should be made through theCUSTOMER
LIAISONTEAMTel 587547
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• Following an Assessment the following are some of
  the services that could be commissioned -
• Domiciliary Care Services
• Meals Services
• Day Care Services
• Aids and Adaptations
• Carer Respite
• Emergency Short-term Residential placements
• Long-term Residential placements

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COST IMPLICATIONS Services are subject to a
Fairer Charging Assessmentwhich may also
identify eligibility for other benefits.Charges
are calculated on the service users ability to
pay.
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Ineligibility for Social ServicesSupport

• CARE NETWORK

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HOW CARE NETWORK HELPS THE CARE MANAGEMENT
PROCESS

• Provides a -
• Quality Assured
• Individual and Personal
• Up to Date and Accurate Information
• Timely Progress of Each
• Request

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How Care Network helps in the Care Management
Process

• Enables Care Managers to concentrate on their own
  specific responsibilities while assisting
  individuals to access other useful resources and
  increasing service user choice.

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Lyn Peake
Care Network Assessor
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Care Network Helpdesk Hosted by Age Concern
Blackburn with Darwen
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Why Age Concern Became Involved

• Aware of the need
• Expertise to deliver
• Complimented the existing services being provided

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• Free to the customer
• Funded through a Service Level Agreement
• Two Levels of Service
• a) A Telephone Helpdesk
• b) A Home Assessment Service

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From March 2003 October 2005

• 2650 people have contacted/ been referred to the
  Helpdesk
• 3913 requests for Services

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Source of Referrals

• Client/ Self
• Other Age Concern Services
• Social Services Staff
• Health Professionals
• Relatives/ Carers
• Other Council Services

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Services Currently Available

• Cleaning
• Shopping
• Laundry
• Home Maintenance
• Gardening
• Lunch Clubs
• Befriending Service

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• The most currently requested Services are
• Home Maintenance 48
• Gardening 20
• 75 of Customers are home owners

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The Customer Journey

• Contact/ Assessment form completed
• Check on Benefit entitlement
• Referral to Care Network Service(s) Data
  Protection considerations
• Signposting onto other local Services
• 25 of customers
• Guide to Services
• Ongoing source of information and support
• Unmet needs recorded

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Recording, Monitoring and Evaluating

• Care Network Database
• User Survey
• Complaints, Compliments and Comments

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Customer Comments
Thank you for an excellent Service. You took
concern and worry away, my husband and I are very
grateful
I would advise anyone needing work doing to
contact the Helpdesk they can be assured of a
first class service
Your Service has made such a difference to our
lives, we are sincerely grateful
Excellent Service, highly satisfied, all staff
very helpful
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Mark Davidson
Territory Manager WRVS
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Escorted Shopping and Luncheon Clubs

• Provided by
• WRVS

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COMMUNITY, HOSPITAL, FOOD AND EMERGENCY SERVICES

• HOME LIBRARY READING CLUBS
• SHOPPING COMMUNITY TRANSPORT
• COMMUNITY MEALS LUNCH CLUBS
• COMMUNITY CENTRES
• TEA BARS,TROLLEY SERVICES,SHOPS GUIDING
  SERVICES
• EMERGENCY SERVICES 24 HR COVER
• GOOD NEIGHBOURS

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PARTNERSHIPS

• COUNTY AND BOROUGH COUNCILS
• FORUMS NETWORKS
• LIBRARY SERVICES
• PCTS, TRUSTS AND CARE HOMES
• AGE CONCERN, CVS, STROKE ASSN ETC
• POLICE, FIRE AND AMBULANCE SERVICES

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WHY WORK IN PARTNERSHIP?

• Our Mission
• Community needs and requirements
• Reduce duplication
• Quality NOT quantity
• Value for money Client and Service User

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SERVICES IN BLACKBURN WITH DARWEN

• ASSISTED SHOPPING
• WHAT IS THE SERVICE
• HOW DOES THE SERVICE WORK
• ELIGIBILITY, REFERRAL PROCESS
• FUNDING, SLA AND REPORTING

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SERVICES IN BLACKBURN WITH DARWEN

• LUNCHEON CLUBS
• WHAT IS THE SERVICE
• HOW DOES THE SERVICE WORK
• ELIGIBILITY AND REFERRAL PROCESS
• FUNDING, SLA AND REPORTING

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SERVICES IN BLACKBURN WITH DARWEN

• HOSPITALS
• Shops and Tea Bars
• BLACKBURN ROYAL INFIRMARY
• QUEENS PARK HOSPITAL
• Trolleys
• BLACKBURN ROYAL INFIRMARY

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Graham Jones
Business Manager Bootstrap Enterprises
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Cleaning and Gardening Services

• Provided by
• Bootstrap Enterprises

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Bootstrap Enterprises

• Local development agency in Blackburn with Darwen
  since 1987
• Advice and support to local people wanting to
  start businesses
• Social Enterprise / Community business support
  project from 2002
• - Community Services Employment
  through Enterprise

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Rainbow Gardening

• Referrals from front desk
• Gardening supervisor visits to assess work
• Hourly rate of 12 for gardener
• Assisted by New Deal trainees
• Regular maintenance every 2 or 3 weeks one off
  jobs
• Save larger jobs and other outside work for
  winter

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Gardening Lessons

• Change to fixed price maintenance
• Unable to earn enough for 2 paid staff on team
• Short jobs would private contractors want them
  if there is more lucrative work in summer- we
  cannot refuse a job
• Need winter work
• Nothing we can do about the weather
• 2004 many lost days
• 2005 not too bad!

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Prestige Cleaning

• Referrals from front desk
• Coordinator visits to assess requirements
• Match cleaner with client
• Cleaner under direction of the client
• Cleaners able to collect fees
• Price review November 2005 to 8.50 hr?

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Cleaning Lessons

• Many customers prefer no cleaner when theirs is
  on holiday
• Need a separate company VAT
• Customers want shopping
• Very difficult to work more than 30 hours per
  week
• STAFF ARE MORE THAN CLEANERS

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NEW DEAL

• Bootstrap manage Jobcentre contracts in East
  Lancashire
• Placement providers paid for supervising
  placements
• Reliant on Jobcentre referrals to Bootstrap and
  placement by Bootstrap
• Support to client from Bootstrap staff

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Les Weaver
Technical Officer Direct Services
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Home Maintenance Service provided by Direct
Services Department
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Overview of Direct Services

• Blackburn with Darwen Borough Council Direct
  Services Department was one of the primary
  partners to become actively involved in the Care
  Network Scheme in March 2003.

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Services Provided

• The services we provide include the following-
• Electrical
• Plumbing
• Plastering
• Decorating
• Roofing

• Glazing
• Bricklaying
• Surveying
• Joinery

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Statistics

• Number of total referrals from the commencement
  of the Care Network scheme 1,081
• Work carried out on 604 properties and advice
  given to others or referred to other departments
  for possible grants etc.

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Conclusion

• Direct Services provides a service to the
  residents within Blackburn with Darwen Area
  providing a reliable quality service at
  competitive prices, whilst meeting the needs of
  the clients and ultimately ensuring that they can
  maintain their independence within their own home

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Fred Milligan
Manager - Churches Action
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Home Maintenance, White Goods and Furniture
Service

• Why we got involved
• What services do we offer
• Funding sources
• New Deal
• Outcomes

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Wendy Humphreys
Senior Contracts Manager
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Quality Assurance and Monitoring

• Why Quality Assurance and Monitoring are
  Important
• It is what makes Care Network different to other
  services users could access
• The Care Network image and reputation need
  protecting
• To ensure good quality care for users

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Quality Assurance for New Providers

• The New Providers Pack
• The contents reference checks, CRB checks,
  Industry Standards, insurances, complaints
  procedure, the Care Network philosophy

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Quality Assurance for Existing Providers

• Service Level Agreements
• Use of reputable partners
• Regular monitoring visits

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Regular Monitoring Visits

• Role of the development worker
• To report on progress against targets
• To look at development issues
• To feedback on complaints

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Customer Care and Complaints

• The complaints process
• The role of Front Desk, regular customer surveys
• Examples of how a complaint was dealt with

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The issues which are important for users of the
service

• Being kept informed
• Waiting times
• Quality of workmanship
• Affordability

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Quality Assurance Session

• The reason it met
• Who attended
• Outcomes
• The importance of procedures

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Summary

• The reputation of Care Network is important
• Service Users need to trust and be confident in
  Care Network
• Providers need to sign up to Care Network
  principles
• Regular Monitoring
• Feedback from Service Users