As the demographic landscape of Redbridge shifts, so do the challenges faced by its Adult Social Care services. With an ageing population, impending changes to the Cap on Care, and evolving needs amongst our residents, our First Contact Team found itself at the forefront of increasing demand for support.
Adult social care is evolving rapidly, driven by demographic shifts and legislative changes, such as the 2014 Care Act, which emphasises integration and person-centred care. Redbridge, like many other local authorities up and down the country, is tasked with meeting this rising demand with limited resources. With an anticipated 26 percent increase in our population aged over 65 by 2030, coupled with the expectation of a higher cap on care, there was a need to understand the different routes residents use to access our Adult Social Care services.
From crisis to connection
We recognise that every individual’s journey through the social care system is unique. Through a three-conversation model, we aim to triage needs effectively, signpost individuals to community resources, and provide tailored support where necessary. This approach focuses on people’s strengths and community assets. It provides a graded process of conversations to support front line staff and help people lead independent lives. During the first conversation, we look to ensure individuals receive the right information and assistance from the outset and reduce the need for subsequent interventions.
However, our First Contact Team had been facing increasing volumes of calls, often from individuals unsure of where to begin or what support they were entitled to. It was clear that we needed to reimagine the initial conversation as a digital interaction. With the support of our interim chief executive, Adrian Loades, we successfully secured funding from the Local Digital Fund and partnered with digital agency dxw, to gather data and explore users’ needs and journeys into Adult Social Care.
Empowering communities
Through a 12-week discovery process, the team engaged with over 100 service users and providers of Adult Social Care including residents, GPs and community groups to gather insights. The aim was to establish how we could ensure support for those in need while identifying ways to reduce unnecessary phone calls to the first contact team. It was important for us to identify the root causes of our escalating demand and explore avenues for more effective service delivery.
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Our research highlighted that the journey towards digitisation would involve a shift in mindset. In our normal everyday lives, we go online to research a whole number of questions we might have, but when it comes to accessing social care services it’s assumed that we need to pick up the phone. It became apparent that we needed to make the ‘front door’ more accessible for individuals seeking support and streamline access to our Adult Social Care services. The process also emphasised a need to engage with diverse communities and stakeholders to help us ensure that nobody is left behind.
We have a diverse community in Redbridge, but many people don’t present to us until they are in crisis. A digital approach would help us to achieve a broader cultural shift towards inclusivity and collaboration and foster a culture of openness and accessibility around adult social care.
By utilising digital processes and creating user-friendly interfaces, we have an opportunity to empower individuals to access information and support before they reach crisis point. This approach not only aligns with the principles of early intervention but also reflects a commitment to humanising digital processes for a diverse range of users, making them more accessible.
Navigating the future
As other councils grapple with similar challenges, the lessons learned from our discovery with dxw offer valuable insights into the transformative power of digital innovation in delivering essential services to communities. Efforts to digitise adult social care services represent a proactive response to the challenges created by increasing demand and changing demographics. By prioritising digital-first approaches and reimagining the initial conversation as a gateway to support, councils can look to enhance accessibility, efficiency, and inclusivity within the social care system.
As the journey towards digitalisation continues, we are committed to providing high-quality, person-centred care to our residents. By embracing innovation and leveraging digital technologies, we aim to meet the evolving needs of our communities while ensuring that resources are used efficiently and effectively. Ultimately, our goal is to empower individuals to live independently, self-serve and access the support they need to thrive.
