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DEMONSTRATING VALUE
Martin Coyle
Deputy Chief Executive,
Action for Advocacy
Who funds you?
What are you funded to do?
What other sources of income do you have?
WHAT DEFINES THE QUALITY OF YOUR SERVICE?
The organisation The management The staff The volunteers The interaction with the service user The impact on wider society
WHAT DEFINES THE VALUE OF YOUR SERVICE?
Relevance
Satisfaction
Reliability
Effectiveness
Cost effectiveness
Impact
FINANCIAL MATERS
What additional income do you generate for your area?
When have you saved the funder money?
When have you cost the funder money?
What are the long term outcomes?
HOW DO YOU DEMONSTRATE QUALITY?
Reputation Outputs Outcomes – see Lost in Translation External Quality marks Qualification Relationship Case studies Cost benefit analysis
WHO ARE YOU DEMONSTRATING VALUE TO?
Funders Local politicians Social Services GP Commissioning Consortia Actual people? Stakeholders
BENEFIT OF ADVOCACY
Meeting statutory obligations Passing CQC inspections Plans that work = better outcomes The empowered patient Effective complaints processes Ensuring equality in tough times Creating equality of access Being the agent of change Being a focus for the voices of the marginalised
BENEFIT OF ADVOCACY
I get heard I can control my life I am treated with dignity I can exercise my rights I get good housing I get access to healthcare I am not abused I don’t die through indifference
SO WHERE IS YOUR PROOF?
What difference are you trying to make?
How do you record the differences you make?
How do you tell others what needs to change?
How do you show people advocacy is relevant to them?
COST OF NOT HAVING ADVOCACY
Missed gp appointment costs 17.77 Cost of protracted complaints process Cost of not meeting inspection criteria Cost of not providing appropriate inpatient services Cost of a serious case review Early intervention leads to better outcomes and
lower costs How do we know about and track these outcomes?
COST OR BENEFIT? £640 per 1st stage health complaint 2nd stage health average of £987
Local authority average of £570 per 1st stage At Stage 2 £1,960 per complaint Stage 3,average cost of £900 per complaint
These figures are likely to be an underestimate as the amount spent by front-line service teams investigating complaints could not be identified
http://www.nao.org.uk/publications/0708/learning_from_complaints.aspx
NAO GUIDANCE
“Overall, data on the costs of complaints handling are poor. The main evidence of efficiencies is that health and social care processes conclude around 95 per cent of complaints in an average of 23 and 17 days respectively;
…but our evaluation suggests that the current systems do not meet the criteria for an effective complaints system of being accessible, responsive, and demonstrating that lessons are being learned”
Effective advocacy makes the spending more likely to be value for money
