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Making it Personal: A provider’s experience8th May 2012
Steve Scown
The Immediate Challenges
• Traditional services currently offer more secure income streams
• Traditional services are less and less in demand
• Personalised services will be what people want to buy and have funding for
• Personalised services will have very small and fixed margins
The Provider Conundrum
Managing yesterday’s services today whilst developing new ways of listening and responding to
tomorrow’s customer – and accepting less money for doing
it.
Market Dynamics
Now B2B B2C
Future B2B
B2C
Public Sector Austerity
The LA commissioned service
Paul lives in a home with 4 other peopleLocal Authority pays Dimensions £50k per annumHome has a team of 5 staff – there is 1 staff there all the time during the day and sleeps in at nightThere are 40 hours per week shared amongst the groupPaul wanted to go abroad for a holiday and a group of 8 people decided if that was OKPaul spends 2 days a week at the local learning disability day centre and the rest at leisure.
What Paul wants
Paul has an Individual Budget of £34k.
Paul pays Dimensions £22k a year for: Support in the mornings whilst his Mum is at work Support 2 days a week whilst he works in a garage keeping the floor clean and the place generally tidy
Support every 4th weekend whilst he goes away for short breaks – either camping or on a city break
One of his support workers is his cousin at his family’s insistence.
Paul is offering a one-off £3k payment if Dimensions can find him a job which he can keep for 6 months.
“It is not the strongest of the species that survive, nor the most intelligent, but the one that is most responsive to
change”
Charles Darwin
The key questions we considered
What do you want Paul and his family to think of you and your
company?
How will you help Paul decide what he wants?
What will you offer Paul and his family/ circle of support?
One-offs offers
Something a family may purchase which may or may not lead on to further business
•Facilitation of a PCP
•Support Design
•Behaviour Analysis Review
•AT Assessment
•Holidays
•Service Design
•Benefits Review
•H&S Environment Review
•Housing Brokerage
Defined Term Offers
Something a family may buy for a fixed period of time with a pre-determined out-come
•Life skills training•Community integration•Active support•Job skills training•Facilitation of PC Review
On-going Offers
Something a family would purchase without an end timeframe
• Personal Care & Support• Sleep-in• Live-in-support• Short Breaks• Training of PAs • Quality Assurance
On-going Offers (continued)
• Waking night • Housing related support• Recruitment of PAs• Management of team of PAs• On-call & out-of-hours support
So how about the money?
Overhead activityABC/ Insurance Model/ Variable Input
PremiumsClient Group/ Postcode
SpecialsRefunds/ discounts / free offers
How will you help Paul recruit the right people?
Bespoke Person Specification
- Job Description- Employment Contract- Rate of Pay
What makes a good support worker good?
You Decide – We Employ
So what about the people we’re already supporting in
traditional services...