Personalisation & Providers:
A new way of working?
Ben Harrison
Development Manager: Personalisation
United Response
ben.harrison@unitedresponse.org.uk
www.unitedresponse.org.uk
About United Response
 Large national charity
 Supporting adults with
learning disabilities, mental
health needs or physical
disabilities
 Focus on person centred
support
United Reponses | www.unitedresponse.org.uk
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 | www.unitedresponse.org.uk
Our Journey
 Personalisation as a logical step?
 Co-production & person centred
approaches
 Shift from wholesale to retail?
…..customer demand
So, ethical and financial pull factors?
United Reponses | www.unitedresponse.org.uk
Provider Journey
Why change is necessary…
 New customers with different demands
 People as consumers with power
 Differing levels of choice & control required
 New “products” and approach needed
 It the right thing to do
United Reponses | www.unitedresponse.org.uk
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 | www.unitedresponse.org.uk
What have we tried?
Leadership &
strategy
Person
centred
approache
s
Getting people
involved
Outcome
focus
Communicatio
n
Community
Development
Finance
Collaborating
with others
United Reponses | www.unitedresponse.org.uk
Leadership & Strategy
 Establish your vision and
communicate it
 2 year detailed strategy
…based on our culture and journey to
date
 Involving people & families
 Encourage ownership across the
organisation
United Reponses | www.unitedresponse.org.uk
Person centred culture
This is the key
 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
 Major impact upon people & staff
United Reponses | www.unitedresponse.org.uk
Person centred risk
Cant be person centred without this
 Sometimes things go wrong
From getting the wrong bus…
… to getting trapped on
Snowdon in a storm!
 Our guarantee of support
United Reponses | www.unitedresponse.org.uk
Community
“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
United Reponses | www.unitedresponse.org.uk
United Reponses | www.unitedresponse.org.uk
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 | www.unitedresponse.org.uk
Address:
The Minar Curry House
High street
Hampton Hill
TW12 1NL
Tel:0208 9790642
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 | www.unitedresponse.org.uk
Back...
Finance & Costing support:
ISF’s & the mini RAS
United Reponses | www.unitedresponse.org.uk
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 | www.unitedresponse.org.uk
Finance & Contracts
 Accessible
 Legally enforceable
 Rights & responsibilities
 Bespoke
 Co-produced
United Reponses | www.unitedresponse.org.uk
Human Resources
 People taking a lead in recruitment
 Plans & performance management
 Quality checking
 Planning & decision making
United Reponses | www.unitedresponse.org.uk
 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 | www.unitedresponse.org.uk
Marketing: communication & promotion
 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 | www.unitedresponse.org.uk
Outcomes
 What do people want from us?
 Focus on what we are good at
 Positive risk taking
 Bespoke services vs specific “menu” of
options?
United Reponses | www.unitedresponse.org.uk
United Reponses | www.unitedresponse.org.uk
Reviewing & strategic change
 Learning & reflection days
 Other sources of customer
feedback
What are people & families
telling us?
What do we do with this
info?
United Reponses | www.unitedresponse.org.uk
Collaboration with others:
Progress for Providers
 Based on our individual and collective
experience
 Others like ROC helped
 Tried to build co-production in
 Designed to help providers begin the
process of change
 Will become more co-produced as people
use and develop it.
United Reponses | www.unitedresponse.org.uk
Why develop Progress for
Providers?
 Impact of personalisation
 Providers struggling?
 Lack of resources?
 Lots of good practice and innovation
 LA self assessment tool
United Reponses | www.unitedresponse.org.uk
Progress for Providers
1. Leadership and Strategy
2. Creating a Person Centred Culture
3. Community Focus
4. Support Planning and Review
5. Finance
6. Human Resources
7. Marketing
8. Reviewing and improving our service
United Reponses | www.unitedresponse.org.uk
What next?
Customer Journey & systems
 What do purchasers want
from us?
 What do they want to control?
 How do we change systems
and processes to ensure
efficient and open?
United Reponses | www.unitedresponse.org.uk
What don’t we know yet?
 What the impact of cuts will be?
 Impact of other political agenda’s
 Will personalisation deliver the step change
it promises?
 Which new opportunities will emerge?
 National or fragmented Care System
 Future Regulation?
United Reponses | www.unitedresponse.org.uk
Some of the ongoing challenges for
providers
Making
it real
Financial
pressures and
VFM
Deploying
Staff
resources
New
customers
…different
needs?
Culture
change…
again?
Impact
upon
staff
United Reponses | www.unitedresponse.org.uk
Proving
value..
outcomes