“Are we getting it right at the front door?”

Rochdale Borough Council | Supported by the University of Manchester

Examined re-referral rates of adults who were signposted to community services / low level equipment (prevention). Optimised our person and community centered approach -prevention in the community – daily huddles. Strengthened the screening tool to deflect from a “duty” response

Description of work .
  • Strengthened our initial telephone screening to determine the most efficient and effective response and level of urgency of referrals
  • Evaluated the impact on subsequent re-referral rates
  • Identified market opportunities for new and innovative service delivery – linked in with Public Health to develop a universal referral tool
Re-referrals.
Unintended/unexpected consequences.

Prompted the need to look at the duties of posts overall and raised questions about whether some posts could be brought together.

Level of complexity and duplication in the customer journey more fully understood – ‘like peeling an onion’. Looked at how other parts of the service worked together from a service user perspective.

Drew attention to some particular aspects that may have been overlooked, for example, the learning and development needs and career pathway for members of staff  offering front of house services and non-qualified practitioners.

11 month review showed no further re-referrals.
Signposted to community services.
  • Falls Prevention Team
  • Link4Life information - health related activities are available in the community
  • Carer’s hub
  • Careline
  • Taxi voucher scheme
Low level equipment (prevention).
  • Grab rails
  • Shower stool, bath chair
  • WC drop down rails
  • Handrails to front & rear doors
  • Stair rail
New and innovative service delivery.
  • 8 FTE Community Connector posts established - part of a wider multi-disciplinary prevention team providing 1:1 support to access information, advice and signposting to health, social care or wellbeing services
  • Using SPSS software able to gather precise social and economic demographics that affect health and wellbeing
  • Four EASY (Early Access to Support for You) Hubs in the Borough

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