Summary of Outcomes for

Service Users and Carers

(August 2008)

Contents

1.About this Document

1.1What Do We Mean by Outcomes?

1.2Outcomes Valued by Service Users and Carers

2.Outcomes for Longer Term Clients Accessing Care Management

3.Outcomes for New Clients Accessing Care Management

4.Outcomes for People with a Learning Disability Accessing Care Management Services

5.Outcomes for Carers Accessing Care Management Services

6.Outcomes for Service Users Accessing START

7.Outcomes for People with a Learning Disability Accessing In-house Day Services

8.Outcomes for Service Users Accessing Home Care Services

9.Outcomes for Carers re: The Carers Assessment Process

1.About this Document

This document outlines additional evidence to support the claim that Northumberland County Council and Northumberland Care Trust’s adult social care service promotes positive outcomes for its service users and carers.[1]

Northumberland can already demonstrate the delivery of positive outcomes through the Performance Assessment Framework which shows that Northumberland performs well against a range of key indicators.

This document provides additional evidence of good performance in the form of findings from surveys and audits conducted during the last year. It also includes examples of comments made by service users and carers during this time.

1.1What Do We Mean by Outcomes?

‘Outcomes’ refer to the impacts or end results of services on a person’s life. Outcomes-focused services therefore aim to achieve the aspirations, goals and priorities identified by service users – in contrast to services whose content and/or forms of delivery are standardised or are determined solely by those who deliver them. Outcomes are by definition individualised, as they depend on the priorities and aspirations of individual people.

SCIE, 2006

1.2Outcomes Valued by Service Users and Carers

Research conducted amongst older people identified the key social care outcomes that they value most. These fell into three broad areas:

Outcomes Involving Change

  • Improvements in physical symptoms and behaviour.
  • Improvements in physical functioning and mobility.
  • Improvements in morale.

Outcomes Involving Maintenance or Prevention

  • Meeting basic physical needs.
  • Ensuring personal safety and security.
  • Having a clean and tidy home environment.
  • Keeping alert and active.
  • Having social contact and company, including opportunities to contributeas well as receive help.
  • Having control over daily routines.

Service Process Outcomes

  • Feeling valued and respected.
  • Being treated as an individual.
  • Having a say and control over services.
  • Value for money.
  • A good ‘fit’ with other sources of support.
  • Compatibility with, and respect for, cultural and religious preferences.

The following evidence aims to demonstrate the ways in which these outcomes have been achieved.

Outcome Focussed Services for Older People, SCIE, 2006

2.Outcomes for Longer Term Clients Accessing Care Management(taken from Care Management Survey Aug 2008)

  • 81% said that they had ‘Rarely/Never’ had a problem getting in touch with a care manager when they have needed to.
  • 94% of people receiving a Care Management Information Folder said that this folder had contained all the information they needed to know.
  • 87% said that their care manager ‘Always’ or ‘Mostly’ takes into account their opinions and preferences when decisions are taken about which services are provided to them.
  • 91% said that their care manager reviews their needs ‘Often Enough’.
  • 79% said that they felt they were offered a ‘Good’ or ‘Some’ choice about the type of services they receive.
  • 91% said that the services they receive improve their quality of life.
  • 76% said that they were either ‘Extremely Satisfied’ or ‘Very Satisfied’ with the overall service they receive from care management.

Comments from Service Users:

3.Outcomes for New Clients Accessing Care Management(taken from Care Management Survey Aug 2008)

  • 85% said that it had been either ‘Very Easy’ or ‘Quite Easy’ to make initial contact with care management.
  • 86% said that once contact had been made, they got the help they needed as quickly as they would have liked.
  • 100% of people receiving a Care Management Information Folder said that it contained all the information they needed to know.
  • 93% said that their care manager ‘Always’ or ‘Mostly’ takes into account their opinions and preferences when decisions were taken about which services are provided to them.
  • 79% said that they felt they were offered a ‘Good’ or ‘Some’ choice about the type of services they receive.
  • 72% said that they were either ‘Extremely Satisfied’ or ‘Very Satisfied’ with the overall service they have received from care management.

Comments from Service Users:

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4.Outcomes for People with a Learning Disability Accessing Care Management Services(taken from Care Management Survey Aug 2008)

  • 79% said that it was ‘Very Easy’ or ‘Quite Easy’ to contact their care manager.
  • 81% said that they were ‘Very Happy’ or ‘Quite Happy’ with the information they receive from their care manager.
  • 79% said that their care manager ‘Always’ listens to what they have to say.
  • 70% said that their care manager checks how things are going often enough.
  • 90% said that they felt they were offered ‘Lots’ or ‘Some’ choice about the type of services they receive.
  • 77% said that the services they receive make their life better.
  • 91% said that they were either ‘Very Happy’ or ‘Quite Happy’ with the help they get from their care manager.

5.Outcomes for Carers Accessing Care Management Services(taken from Care Management Survey Aug 2008 & Supporting People Carers Survey 2008)

  • 83% said that they felt their opinions and needs were ‘Always’ or ‘Mostly’ taken into account when decisions are taken about what services are provided to the person they care for.
  • 55% said that they were aware of their right to a Carer’s Needs Assessment.
  • 79% said that they had not experienced any difficulties accessing the information they or the person they care for need to help them maintain or move towards independence.

Comments made by Carers:

6.Outcomes for Service Users Accessing START(taken from ongoing START Surveys Jan – June 2008)

  • 97% said that START care workers have helped them to do things for themselves.
  • 100% said that they felt the START care workers respect their privacy and dignity.
  • 100% said that the START care workers listen to them and support them to express their needs and wants.
  • 100% rated the service as either ‘Excellent’ or ‘Good’.

Service User Comments:

Carers Comments:

7.Outcomes for People with a Learning Disability Accessing In-house Day Services(taken from Third Degree Inspection Surveys2007/08)

  • 84% said they got the chance to learn new things.
  • 69% said that they get to choose what they would like to do in the day service.
  • 90% said that the staff listen to their views.
  • 89% said that they feel the staff respect them.
  • 78% said that their religious and cultural beliefs were respected.

Service User Comments:

8.Outcomes for Service Users Accessing In-House Home Care Services(taken from Home Care Annual SurveyMarch 2008)

  • 96% said that they found the Home Care Service User Guide either ‘Very Helpful’ or ‘Helpful’.
  • 92% said that care workers come at times that suit them.
  • 91% said that care workers arrive either ‘Always’ or ‘Usually’ on time.
  • 91% said that they ‘Always’ or ‘Usually’ see the same care workers.
  • 100% said that they felt their care workers respected their privacy and dignity.
  • 95% said that their care worker listens to their views and supports them to express their needs and wishes.
  • 92% rated the home care service they receive as either ‘Excellent’ or ‘Good’.

Comments from Service Users:

9.Outcomes for Carers re: The Carers Assessment Process(taken from Carers Assessment Survey 2008)

  • 87% agreed that Adult Services take their needs, as the carer, into account when planning services for the person they care for.
  • 97% of carers said the Care Manager had shown them respect and understanding.
  • 67% of carers were given a copy of Northumberland Carers Guide prior to the discussion they had with the Care Manager
  • 100% of these carers said the found the guide useful or very useful in helping them to think about their own needs
  • 75% of carers said the way the Care Manager worked with them has helped to improve their quality of life as a carer

Comments from Carers:

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[1] This collection of evidence is not exhaustive but rather aims to provide some examples of outcomes achieved for service users and carers from readily available sources.