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Customer Pathway
Self Directed Support
Customer Service Centre
Initial contact will cover:
Personal information Referral reasons Carer’s details Current paid support Home situation Mobility Health and well being Mental Health and Psychological well being Medication
Conclusion & Outcomes
My Outcomes & Enablement Assessment
How to complete My Outcomes
1. Things are very difficult 2. Things are difficult 3. Neither good nor bad – things are stable for me4. Good – things are OK and getting better 5. Very good – I am happy and very satisfied
Where you are finding things difficult or very difficult, please note anything that would support you to make a difference andimprove thingsIf things are neither good nor bad, please note anything that would improve things to good or very goodWhere things are good or very good, please note what is working well and has made a difference
My Outcomes & Enablement
Assessment
Designed to identify areas in service user’s life where they need support
Will be used at the beginning and toward the end of the reablement process
‘My Outcomes’ can be used to plan future support
Generates a graph that provides evidence of progress
Reablement staff will record comments and outcomes
General Principles
The service user completes the form
It informs the worker as to how the service user feels about different areas of their life and the support they feel they might need
The form can be completed during the first contact, at the end of reablement and later as part of the review process
The results will form the basis of the support plan and will inform where money should be spent
Why a graph?
It’s easy to understand
It gives a clear indication of how and where the budget should be spent to help the service user improve their health and wellbeing
It’s a benchmark for monitoring and reviews
Management Information
By amalgamating graph information we can see by district or area where outcomes are not being met
This informs how we develop the market in those areas
It may also be an early indicator of how the market is changing or how customer outcomes are changing
My RAS and Overview Assessment
Who completes it?
Part of the Self Supported Assessment Form that records service user needs and any informal support they are receiving
Responses are entered onto the RAS validation spreadsheet
Produces an indicative budget
Needs to be completed before the support plan
Support Planning
The support plan is about the service user so they should, where possible, complete their own plan
It follows on from the RAS and is completed when the indicative budget is known
It is a record of decisions made by the service user
Identifies outcomes the service user wants now and in the future
It’s important to add hopes, dreams and aspirations for the
future
How to complete the Support Plan
Artwork
Photographs, symbols
Written
Computer programme or presentation
Audio recording or interview
Video recording
How people choose to complete the support plan is entirely up to them