Positive conversations transforming Adult Social Care

Local demand analysis and modelling highlighted the potential to promote greater independence and positively manage demand across the whole Adult Social Care pathway in Norfolk. This could be achieved by changing traditional ‘assessment’ and ‘review’ conversations and cultures, in order to better manage demand at the ‘front door’ (as well as before it).

Through a series of targeted trials, we worked with the Norfolk team to prove that helping people achieve better outcomes – and making better use of resources in the process – was possible.

In the trials, practical behavioural tools and techniques were introduced and applied to help workers positively guide conversations, and through reflection and learning, develop new practice and skills.

These approaches and tools provided the ‘how’ to the ‘what’ of the local strength-based approach and within weeks workers were reporting how their mindset and practice were changing.

The trials produced some remarkable results, including:

• Call resolution rates in the Customer Service Centre team increased by a third
• Case resolution rates in the Social Care Centre of Excellence increased by 28%
• For Older Adults and Physical Disability clients, workers in the trials felt able to apply the techniques in 92% of cases
• Workers reported that the approach changed the outcome in 60% of cases.

While the driver for this work was the promotion of independence and resilience, the outcomes also included positive system and financial impacts. The Council is now targeting financial benefits of £4m p.a. and has the tools to track the ‘trajectory’ of demand and cost to ensure that these savings can be made.

Having proven that change is possible, the team at Norfolk County Council are stretching their ambitions. They are developing the model of practice further, and are extending the scope of the ‘conversations’ to include community and health partners, in order to maximise the impact of the Promoting Independence strategy.

To discuss this case study, or our wider work in Adult Social Care, please contact Alastair Thompson (athompson@impower.co.uk)