Case Management Systems and Personalisation

Transcription

1 Case Management Systems and Personalisation the urban schools company

2 Contents 1. Purpose 1 2. Background 1 3. Case Management Systems 1 4. Costs 2 5. Methodology 2 6. The Applications 2 Careworks CareDirector 2 Corelogic frameworki 4 In4tek Paris 5 Lagan Enterprise 6 Liquidlogic AIS 7 Northgate AIS 8 OLM CareFirst 9 7. Conclusions 10 Appendix A Not included in the web published version Appendix B Personalisation functionality as stated by the suppliers Appendix C Careworks brochure Appendix D Putting People First with frameworki Appendix E Not included in the web published version Appendix F Not included in the web published version Appendix G Northgate s vision for citizen facing solutions Appendix H OLM flyer

3 Case management systems and personalisation 1. PURPOSE 1.1. This report sets out the changes to the major case management systems being made in response to the development of personalisation and self-directed care. 2. BACKGROUND 2.1. Commercial case management systems, developed specifically for social care services, have existed for twenty years. Originally developed to function alongside manual files, in order to deliver the management information required by both central and local government, systems have now developed as a replacement for paper files, and have attempted, arguably with mixed success, to meet the requirements of single assessment across health and social care Personalisation brings with it a requirement for additional functionality, including enabling service users to: set out their self assessments; access their budget/resource allocation; set out and view their support plan; and review their purchases of care and monitor their expenditure. 3. CASE MANAGEMENT SYSTEMS 3.1. The systems reviewed in the report are as follows: Careworks caredirector Corelogic Frameworki In4tek Paris Lagan Enterprise Liquidlogic Integrated Adults System (IAS) Northgate AIS/Swift OLM CareFirst 3.2. Of these, two adult care systems (Careworks CareDirector and Lagan Enterprise) have no presence in the South West. Liquidlogic s single assessment process solution is used by Swindon, but not its IAS. The others are in use by the following authorities: 1

4 Corelogic framework: In4tek Paris Northgate AIS/Swift OLM CareFirst Cornwall Bristol, Torbay Dorset, Somerset, North Somerset, South Gloucestershire, Swindon B&NES, Devon, Plymouth, Poole, Wiltshire 3.3. Two authorities (Bournemouth, Gloucestershire) have developed their own in-house applications; the Scilly Isles use a database developed by Calderdale. 4. COSTS 4.1. No information on the costs of personalisation modules or of the basic applications is included in the web published version of this report. 5. METHODOLOGY 5.1. Each supplier was approached and asked to describe the functionality of their software developments in relation to: - calculation of the RAS - viewing by service users of a) the support plan and b) the allocated budget c) actual expenditure - monitoring of individual service user spend by the local authority - enablement of on-line purchasing by service users direct from providers - integration of above financial information with local authority corporate finance and EDM software 5.2. An outline summary of the functionality stated by each supplier is set out in Appendix B. 6. THE APPLICATIONS Careworks CareDirector 6.1. Careworks is confident that its software is a fully functioning Adult Social Care system with all the functionality that entails - but did not give further detail other than to refer to its website. 2

5 6.2. The software, like that of Lagan (see below), is based on a customer relationship manager application, in this case Microsoft Dynamics CRM Careworks website says that this puts the service user in control of their own support needs the website says that the software is specifically designed to meet the needs of self-directed and personal care. CareDirector, it says delivers powerful yet simple to use tools to manage customer contact and service provision and enables the public to have direct input into their social care requirements It adds CareDirector s self-directed care portal gives the public accessible information and self-service tools so they can make informed choices and manage their own care Careworks website says that the portal incorporates a selfassessment form which the user can complete, and which can be configured to evaluate whether s/he is likely to be eligible for support. (The form can be tailored to fit the assessment and financial criteria used by the local authority). Careworks say that the service user portal can be amended to suit different service user groups and branded to the house style of the authority; it also says that it has incorporated the Shop4Support marketplace within CareDirector and also can deliver the FACE assessment tools CareDirector is fairly new and has been purchased by only a few authorities, although its predecessor RAISE is more widely used. Medway Council for example bought the system in October, but they have not yet reached the stage where they can implement the personalisation modules. It is therefore too early to comment on how well this software performs in practice as far as personalisation is concerned Careworks' brochure is attached at Appendix C, and further detail of their proposals is available on their website at: 3

6 Corelogic Frameworki 6.8. Corelogic are developing a citizen portal with the London Borough of Camden, and further development is underway to give service users the ability to monitor and revise their services and payments CareDirector allows local authorities to build their own forms; a new facility to include calculations within forms would allow local authorities to design a form to include a RAS calculation facility. (Alternatively, forms can be designed by Corelogic, but at a cost) Corelogic s proposed developments also include the ability for users with personal budgets to call off provision and spending, and the functionality to allow local authorities increased control of authorisations and spending. Corelogic are also developing their reports and management information framework, but expect that the full range of reporting requirements will only become evident as local authorities move towards implementation They also say that frameworki supports the construction of support plans within the system (using locally configured frameworki forms) and the import of support plans set up in any way wanted by the local authority. Corelogic add the local authority will be able to analyse the information by type, period, supplier, budget code and so forth. Personal budgets and spending are recorded by the service user. It will be, Corelogic say, fully viewable and can be reported on at all levels by service user From March 2010 the system will be upgraded so that it can automatically bring forward (from the assessment) the indicative budget. This can be added to or reduced by the authority to become the final allocated budget. Full details of amounts and reasons are recorded and are directly linked to the call off of provision. Provisions (be they cash, commissioned services and/or Individual Service Funds) will be recorded with full details to support payment out and client and third party billing. Frameworki (say Corelogic) has full functionality to pay on schedule and/or in response to (manual or electronic) invoices. Frameworki can also adjust commitments (and available budget) when actual payments vary from planned; this last functionality is being further enhanced from March Corelogic say that frameworki fully integrates with a wide range of corporate finance systems (including SAP, Cedar, Agresso, Sun etc). They expect to integrate by the development of bespoke interfaces to meet each authority s specific requirements. They also say that frameworki integrates with a wide variety of EDM systems and can be used in addition to or instead of frameworki s own document management and storage functionality. 4

7 6.14. On integration with market access systems Corelogic say that they are working in partnership with Shop4Support and other suppliers to develop this functionality over the next 12 months. Initially these approaches will be available to service users who choose to have a direct cash budget An article Putting People First with frameworki is attached at Appendix D and further information is available on their website at: In4tek Paris In4tek also allows users to build their own forms which allow some flexibility in the implementation of new frameworks. On the other hand, this, plus the fact that every existing Paris implementation is different, using different combinations of modules in different ways, means that In4tek consider it impossible to produce single solutions in response to personalisation which will fit every local authority s requirements. Perhaps as a result of these factors, In4tek s personalisation modules are still in development However in terms of concepts, In4tek say that they are assuming that there will be the following generic requirements: 1) A citizen portal to enable service users to log into their records, through which they will then be able to access: 2) A Citizen Care Desktop which will allow them to review a set of their care record; 3) A Care Marketplace which will enable service users to browse a catalogue of providers, order and pay for services, and provide feedback on providers. In4tek are in discussion with a number of suppliers of online retail marketplace software (such as Shop4Support) In4tek are also considering in the longer term: the development of web-based self assessment, and providing the software which would enable local authorities to design and implement their own RAS solution; the ability for service users to manage and view their own budget; a Support Planning facility enabling service users to identify their own outcomes and specify their support requirements. Solutions for managing payments and charges, including interface with corporate finance systems 5

8 A Service Catalogue facility In4tek say that all these solutions will integrate both with the workflow elements of Paris, and EDM tools In4tek sent a 30 page internal document which is not attached, both for reasons of length and as In4tek requested that it be treated as a confidential restricted document. However it is available on application to In4tek for local authorities already using an In4tek solution, or for those considering purchasing In4tek Paris. Further information is available on their website at: Lagan Enterprise Lagan has built on its market position as the leading provider of Customer Relationship Management (CRM) solutions to local government worldwide, including about 100 local authorities in this country. It has now expanded this into an Adult Care system, which to date has only been implemented in Blackpool. Lagan say that their Adult Social Care multi-channel solution has been designed to integrate with other case management systems, so potentially there is no need to purchase the full Lagan case management system. In fact Lagan are pursuing discussions with those councils which provide social care and who already have a Lagan Enterprise CRM system with a view to exploring the possibility of them implementing their adult care solution Lagan say that their Citizen Portal is designed to be embedded in existing pages within local authority websites, and will enable users to access information and advice, complete self-assessment procedures, allow them to view their case details, assessments and support plans, and apply for services, including an individual budget. 6

9 6.23. Lagan say that that an RAS solution can be configured using the functionality within the software, and that their systems allow market access software such as Shop4Support to be seamlessly integrated with the Lagan case management information However it is still in the process of developing solutions to create users, accounts, budget setting, expenditure tracking and other aspects of individual budgets with their case management application. Partly this relates to caution on their part as to the proportion of users who are likely, in reality, to undertake their purchasing on line, rather than to any technical challenge per se. Their thinking at the moment is to work in partnership with Shop4Support and rely on pushing through financial data captured in Shop4Support into their case management system An article from Lagan setting out their approach to adult care and selfdirected care is attached at Appendix E (not included in the web published version) and further information is available on their website at: Liquidlogic Integrated Adults System (IAS) Liquidlogic have developed a Citizen Portal which presents forms for the user to complete online, which can be used to calculate an initial RAS figure. LiquidLogic say that the form designer has the ability to be configured to perform a range of calculations to any question responses According to Liquidlogic, the Client Portal also allows users to access and add to their own support plan, and to view previous support plans. Users can also see their allocated budget and their actual expenditure. The software will show the agreed spend and how the payments and charges are calculated. Liquidlogic add that users can upload evidence of their own spending (i.e. bank statements, receipts, etc). 7

10 6.28. All the financial information is drawn from an integrated finance module which manages the supplier contracts as well as the user payments and charges Linked to the Citizen Portal is a market portal. Liquidlogic say that they are working with Shop4Support to provide market access, and the portal will provide the user with the ability to select and purchase services The response sent from Liquidlogic is attached at Appendix F (not included in the web published version) and information is also available on their website at: Northgate AIS/Swift Northgate s core social care solution (SWIFT) now has a new overarching module, called the AIS (Adult Integrated System) which provides much of the functionality needed for personalisation, including the RAS. Assessment questions are represented under the assessment framework (defined as a RAS assessment) and the authority can define the scoring associated with answers and therefore the individual budget calculation. Northgate say that the framework is flexible and can accommodate any type of budget calculation. The budget is fed through to the finance part of the Northgate system. The RAS calculation can be approved via workflow if required Northgate have also developed a citizen portal, separate from the AIS, called mysupport, which enables the citizen to assess themselves (including an indicative RAS), develop a support plan, manage their budget and buy services. Northgate say that mysupport will continue to be developed in discussion with their clients; for example they would envisage a supplier portal being a part of the system. 8

11 6.33. MySupport includes integration of purchasing tools such as Shop4Support. However this is not an exclusive channel; other shopping tools or catalogues, such as the local authority s own services catalogue can be added MySupport was only released this month (November 2009) and therefore it is too early to evaluate how it is functioning in practice Northgate say that they provide standard interfaces into financial systems and these are routinely used in interface to SAP, Oracle, Agresso etc. They add that they also have a range of solutions to integration to EDM systems depending on desired solution and have integrated to many different EDM systems Northgate s vision for citizen facing solutions is attached as Appendix G and further information is available from Northgate s website at: OLM CareFirst The OLM approach has two main elements: 1) a citizen portal which allows users to calculate an indicative personal budget and share information to support choice and control 2) what OLM call an SDS (Self Directed Support) Hub which holds the assessment questionnaire (and the associated calculations for the RAS) and allows communication between the case management system and the Citizen Portal. 9

12 6.38. However, these enhancements are largely still in development, and will not be fully in place for 3 years, although testing of the overall framework is now underway. OLM have not yet developed their interface with market access systems such as Shop4Support. However they say that they are finalising the planning of the next stage of development and considering what to include from the following areas: - comprehensive search capability - advocacy support - integration of existing e-market solutions like Shop4Support - support for payment cards and account management/reporting for the citizen and council OLM say that the SDS Hub will work with any case management system A brief flyer from OLM is attached at Appendix H and further information is available on their website at: 7. CONCLUSIONS 7.1. All the main suppliers have or are developing solutions to the challenges of personalisation, with more or less common features, for example a citizen portal, a means to enable users to access the provider market online, and the necessary financial interfaces to manage budgets, charges and expenditure Some suppliers have not completed their personalisation modules to the same degree as others; for example Corelogic and In4tek are still developing their solutions, and OLM have still to develop much of the functionality required Some applications are relatively new to the market, particularly those based on customer relationship manager software. Lagan, though a major supplier of CRM systems, has only cited one customer Blackpool for its adult care system, and similarly relatively few authorities have implemented Careworks CareDirector, although there are more authorities which are using RAISE (the predecessor to CareDirector). Neither application is in use in the South West Having said that, none of the suppliers have had their personalisation solutions road-tested to any extent, if at all, in the field, and experience suggests that that there can often be a considerable gap between the promised functionality and the actual experience. Often, modules do not function fully or reveal unsuspected bugs when 10

13 exposed to a real-world working environment, and it takes time for upgrades and workarounds to be developed before the product can be said to be fully mature There are also the wider policy and practice issues to consider, not dissimilar to those raised in relation to market access software; namely the proportion of service users likely to use online systems to manage their assessments, services, and care, and how quickly that proportion might grow with the increasingly wider ownership of computers and a population more comfortable with using electronic equipment Clearly most authorities will be tied into their current case management system supplier, and indeed some authorities in the South West are already implementing solutions. It should be noted that in addition to the charges for the additional modules, together with the implementation costs, there will also be charges by the suppliers of web-based market access applications (such as Shop4Support) where authorities decide to offer this facility to service users Financially, there are transformation funds which could assist in purchasing the modules, but savings would have to be identified to fund the annual revenue costs (maintenance and support fees) Those authorities who are looking to move on from a legacy system will be making their choice on a wider set of criteria than just the personalisation functionality. Nevertheless in this scenario, there might just be a case for looking more closely at systems that have been built to include a user facing system from the outset, rather than considering older applications which may have become somewhat bloated as they have accreted new front ends, modifications and additional modules over the years. Nick Harris Urban Schools Co Ltd. 11

14 APPENDIX B PERSONALISATION FUNCTIONALITY AS STATED BY THE SUPPLIERS RAS Calculation Service user portal Access to provider market by service user Service user expenditure monitoring by LA Integration with Finance/EDM Careworks Caredirector YES YES YES YES YES Corelogic Frameworki YES, In development In development In development YES In4tek Paris YES In development In development In development YES Lagan Enterprise YES YES YES In development YES Liquidlogic AIS YES YES YES YES YES Northgate SWIFT/AIS YES YES YES YES YES

15 CareDirector, the flexible social care platform CareDirector is a social care management system specifically designed to meet the needs of self-directed and personalised care. CareDirector delivers powerful yet simple to use tools to manage customer contact and service provision and enables the public to have direct input into their social care requirements. CareDirector supports all established assessment frameworks for Adult services, Children s services and voluntary organisations. CareDirector fits your workforce One of the key challenges facing care providers is that of adapting to new models of working and transforming the culture that underlies existing service provision. CareDirector enables new working practices to be introduced at your pace, gradually allowing your workforce to benefit from more effective, flexible working practices. Care professionals can choose to work in an environment they already use and understand such as Microsoft Outlook, Lotus Notes or a web-based environment.

16 CareDirector fits your citizens The transformation of social care requires information systems that empower citizens to take control of their lives. CareDirector enables service users to have direct input into their social care requirements. The CareDirector self-directed care portal gives the public accessible information and self-service tools so they can make informed choices and manage their own care. CareDirector fits your IT requirements CareDirector provides an agile, flexible, customer service oriented approach to respond to evolving requirements as the move towards self-directed care changes the way social care is delivered. Built on the proven Microsoft Dynamics CRM, CareDirector is designed to evolve as your requirements change and puts you in control, outperforming proprietary social care management systems.

17 Business Architecture

18 News frameworki is a strategic case management solution used extensively within the UK Adult Social Care, Children s Services and NHS sectors C o r e l o g i c : The leading supplier of Social and Health Care Case Management Software in the UK with offices in London and Edinburgh, employing over 100 social care professionals and technicians. S c o p e o f f r a m e w o r k i : Adult Social Care/Personalisation Children s Services/ICS Health Education Finance Management & Control Statutory, Operational & Performance Reporting Electronic Social Care Record (ESCR) Single Assessment Process Electronic Common Assessment Framework (ecaf) ContactPoint Mobile working GIRFEC Community Health Shared Services/multiagency partnership working egif compliancy June 5 th 2009 Putting People First with frameworki The Personalisation Agenda is changing the way that social care is delivered in the UK. Personalisation, including a strategic shift towards early intervention and prevention, will become the cornerstone of public services. People will be encouraged and enabled to shape the services they receive to meet their particular needs as expressed by themselves or their advocate. Others will prefer a more traditional care management approach which must also be supported as at present. In response to this evolving agenda Corelogic is delivering an integrated, flexible and configurable Personalisation Toolkit that will support any number of approaches to achieving the same strategic objective. Methodologies that are, or will be, supported across our 24 Adult Social Care customers include in Control and FACE, as well as variant themes some of which may or may not include a RAS (Resource Allocation System). Partnerships with a number of stakeholder organisations, including in Control and FACE amongst others, help ensure that their views and our thinking is always shared and used to inform further progress. Corelogic has in fact been working with a number of the leading in Control and Department of Heath (DH) pilot personalisation sites from early on. Our experiences initially at customer sites like Richmond and Manchester in particular have provided us with an in depth understanding of both the policy and practical implications of Putting People First for frameworki. Our work with in Control is now moving to a much deeper collaboration centred on another customer the City of York s implementation of personalisation using the in Control methodology. This work over the next few months is intended to provide a very practical implementation which will be used by York and will provide a template for other sites going forward with Putting People First. This will make excellent use of framework rki s powerful configurability to support the business and practice changes that putting the citizen at the centre of the process demands. This flexible approach is very much in keeping with our founding ethos and is evidenced by the fact that frameworki has evolved successfully to meet every single initiative that has impacted Adult Social Care since the year Personalisation will be no different. Our aim, quite simply, is to offer an integrated solution that is flexible, configurable and above all else easy to use. We will deliver a best practice configuration for FACE and in Control methodologies, but still allow the flexibility to meet local needs. This approach will address needs both now and in the future as Personalisation evolves. Contd./. Suncourt House Essex Road London N1 8LN Telephone: Fax: sales@corelogic.co.uk Isn t it time you joined the most successful social care customer group in the UK?

19 framework rameworki Personalisation Toolkit In addition to delivering a self assessment portal our Citizen Portal, which is being developed in partnership with the London Borough of Camden, will allow a service user to monitor their service and payment provision and provide easy communication links with their care manager. We are also ensuring that Shop4Support, Plan My Care and other third party software can be integrated with frameworki should an authority want to incorporate this web purchasing element for an individual s personal budget. With the flexibility of frameworki s new intelligent forms, having multiple RAS s or a RAS for all client groups is not an issue and is completely within the authority s control. The final element of our CAF (Common Assessment Framework) for Adults programme will deliver both the indicative and the actual personal budget. On the wider integration front, we are meeting the requirements for CAF messaging, as specified by the DH, with our CAF for Adults Lead Authority the London Borough of Camden. CAF messaging in frameworki will allow data on the contact, overview and specialist assessment and the support plan to be shared with any other CAF for Adults enabled solution. Corelogic has also been accepted on the Social Care Personal Demographics Service Early Adopters (SCPEA) programme, which means that frameworki will be able to offer integration with the Person Demographic Service (PDS) of the NHS Spine. Our Oracle based web technology offers a powerful and configurable workflow engine with embedded e- forms that spans both case management and financial management and control. frameworki also integrates seamlessly with other Local Authority applications such as CRM, EDRMS, General Ledger systems and homecare roster solutions, and is fully ESCR-compliant. Statutory and operational reporting is also integral, thereby offering the most complete and modern replacement for legacy systems available anywhere. Our consultancy expertise will ensure that Authorities enjoy a highly efficient and successful implementation of an excellent product that will genuinely benefit service users in their communities. Consequently we expect this programme of work to fully establish frameworki as the preferred system for Adult Social Care in the UK. We greatly welcome new customers and fully expect our customer group to grow exponentially as we expand from a 14% share of the Adult Social Care market in England to 60% over the next 3 years as legacy systems are replaced across the Country. If you are interested in learning more, or in joining the Corelogic customer group, confident in the knowledge that Personalisation will be supported by a fully integrated social care system, please contact Patrick Jenn at patrick.jenn@corelogic.co.uk or call ENDS

20 White Pap er mysupport The Northgate vision for delivering citizen facing solutions This document outlines Northgate s vision for delivering citizen facing solutions in the new world of self-directed support. It describes the solutions that Northgate is developing, in conjunction with our customers and partners, to enable local authorities to directly engage with citizens to meet the challenges of the personalisation agenda and demonstrate improvements in citizen outcomes. We hope that you will share our vision and work with us to achieve the goal of delivering information systems that empower service users and their support networks, giving greater choice and control over their lives. Background and progress to date The majority of Local Authorities have now digested and embraced the requirements set out in the Local Authority Circular LAC (DH)(2008)1: "Transforming social care" and are now well on the way to re-shaping their organisation and developing new ways of working that will deliver the vision. The learning from the Individual Budgets Pilot Programme and the work from In Control has set out a best practice framework for delivering personalised services and selfdirected support. Key to this process is the development of a new Customer Journey designed in conjunction with key stakeholders, including providers, third sector agencies and service users, in the shape of Local Involvement Networks (LINks). This work has also provided Local Authorities with a generic 7 step model that aligns business process with that customer journey: Figure 1: CSIP IB pilot and In Control models Commercial in Confidence Page 1 of 6

21 mysupport The increasing demand from an ageing population and the heightened expectations around customer services in general is such that systems and processes must be developed in a way that maximises flexibility for service users, and at the same time delivers efficiency gains for the Local Authorities responsible for service management and delivery. Bridging the gap Northgate is fully committed to the Putting People First agenda and has already invested heavily in evolving and developing existing core case management solutions to support self determination. The major challenges in the new customer journey are not in the process steps themselves but rather in the engagement of the citizen at each stage of the process. To this end Northgate is developing a suite of self-service solutions under the banner of mysupport that will allow the citizen to directly engage and take control of how their support will be shaped and delivered to meet their outcomes. The journey starts and ends with the citizen from their initial self assessment through to budget determination, support planning, brokerage, service delivery and review. The Northgate approach puts the person at the centre, interweaving citizen access with business process in accordance with the customer journey developed by the Local Authority and best practice guidance: The overall vision is that the state should empower citizens to shape their own lives and the services they receive Building on Progress: Public Services, HM government Policy Review, Prime Minister s Strategy Unit, London (2007) The diagram below outlines some of the major systems, technologies and integration points that could be used to deliver an integrated self service solution within the existing solution framework: Figure 2: Self Service Context Overview of the architecture Commercial in Confidence Page 2 of 6

22 mysupport The Service User Portal comprises a number of features that encompass and build upon existing systems such as Northgate s citizen facing self-assessment solution. The Portal is supported by, and integrated with, core system components such as the core case management system. The solution will operate within Northgate s open integration architecture and will facilitate interoperability with third party systems and provider solutions. It will be underpinned by the inherent functions of security, integration, reporting and audit. mysupport Northgate has developed a high level list of requirements that we believe will need to be addressed in order to engage with the citizen in line with the 7 step process and In Control Model depicted in Figure 1 earlier in this document: A secure mechanism by which a citizen (or someone working on their behalf) can access a range of self service functions The ability to access a citizen s core details and to maintain them Access to the citizen s support plan Ability for the citizen to model their own support plan Access to the status of their Individual Budget The ability to Self Assess The ability to incorporate an element of financial assessment Access to a list of approved providers and their support offerings The ability to feedback and score the service delivery of providers The ability for providers to access and update their core details The ability to procure goods and services on line Payment management facilities. Pulling all of this together we can represent the Northgate approach in a simple diagram, the mysupport solution: Figure 3: mysupport service components Each of the outer circles in the diagram above represents a component that will be developed to meet one or more of the above stated requirements. Commercial in Confidence Page 3 of 6

23 mysupport Northgate has created a proof of concept using a Rapid Application Development (RAD) technique that has helped us shape our thinking and in turn will allow us to articulate and share our vision with our customers. In addition, the solution and methodology will provide a baseline for ongoing product development. mysupport will provide the following features: My Assessment - A self assessment tool that will represent the Local Authorities chosen assessment methodology and allows the citizen to directly express their own needs and requirements in their own words, with the depth and detail to their own circumstances. My Money An on-line view of the money that the person has been allocated in their personal budget, it will show a statement summary including the amounts, payee, date and description of service. myschedule Where a Council is using a scheduling system (such as Webroster) the citizen will be able to see what visits they are getting, who is seeing them and what time. The service user can also add their own events, visits and appointments etc. myplan An effective tool that will provide guidance and structure for individuals and their support networks in putting together a personalised support plan. Support plans can be submitted using a combination of structured and unstructured data. The plans can be amended by the individual and the status of the plan is maintained (i.e. approved/pending). Supporting documents including video clips and images can be stored against the plan so that it can be used as a much more flexible and comprehensive tool for both the service user and the practitioner. Any free format documents that are submitted can be held within the ESCR and may subsequently be viewed within the mydocs section. mypeople This will provide the user with all the key contacts that they interact with, in the form of a simple address book that can searched by name or service. It is broken down into 2 groups, the involvements taking from the case management system and the other people that the service user interacts with as a part of their support network. The aim is that both the service user and practitioner have a record of all the people who are involved in some way with the provision of support for the user. mydetails provides the user with the ability to manage their basic demographic details, initially this will be done via a request for change form which will be submitted online and processed in the back office via an automated batch process. Where the details need validating by the practitioner there is a facility to view the request, make any amendments and then submit it for processing. myviews Service user feedback is a cornerstone of on-line service delivery and is well established in many areas. Service users will have the ability to provide feedback on various aspects of their support plan such as the services that they receive and the relative success of outcome achievement. This component is built around an existing complaints, comments and compliments module and has been tailored for mysupport. mydocs An on-line repository of documents that relate to an individual and the support that they are receiving. It may include support plans, care plans, letters from the GP (e.g. impact of their condition, referral letters, discharge notes), copies of correspondence and evidence, photos (e.g. to demonstrate where there is poor access to a home). It is anticipated that mydocs will be integrated as a part of the Electronic Social Care Record. myshopping within the proof of concept we have built a catalogue solution that can be populated with details of goods and services. It has a simple built in inventory and comes with a portal for providers to upload their own products. Commercial in Confidence Page 4 of 6

24 mysupport Keen not to re-invent the wheel, Northgate is also pleased to announce that an agreement in principal has also been reached with the providers of Shop4Support. The integrated solution will bring service users and service providers together in a way that directly informs and delivers services in accordance with an individual s circumstance. What does all this mean to the Service User and how does the Council benefit? Clearly then there are benefits to be had and efficiency gains to be made for Local Authorities by engaging citizens in this way. Today we live in a world where access to the internet is becoming commonplace and people s expectation of on-line services is growing in terms of scope and quality. On-line services will not be for everybody but it is clear that this is becoming an increasingly vital channel that engages service user and service provider. Below are some examples of the benefits that a service user might expect to get from Northgate s mysupport solution: 24 x 7 access to information and services from the comfort of home and at a time that suits them On-line access and accessibility are particularly important for the disabled, who are proportionately higher users of on-line services The right information at the right time targeted at outcome focussed support Informed choice and control vs. something that is imposed or done to them Being part of the process giving feedback all the way Directly supports friends and family acting as 'experts and care partners' (Putting People First) regardless of geography Supports the principles of privacy and dignity. On-line service management and delivery have revolutionised many areas in the private sector and there are numerous benefits to be made for those Local Authorities who engage citizens in this way. These include: Delivering the vision - providing a service that is designed around the citizen More efficient and effective use of resources: Fewer visits required More constructive visits by avoiding simple tasks and focussing on the need /outcome Self-assessment (including financial) can be used to both screen out inappropriate referrals and signpost accordingly Improved PI s by quicker turnaround on assessment and care delivery Helping to deliver a universal/equitable service including low-maintenance support for self-funders in guidance, sign-posting and self funded service delivery Reaching communities - multi lingual options, deployment in libraries, community centres etc. Transparency particularly around finance and budgets. Commercial in Confidence Page 5 of 6

25 mysupport Measurement of website traffic and service up-take to inform future commissioning strategies etc. If you would like to know more about Northgate s vision for Self-Directed Support and the IT solutions and Professional Services it provides, then please speak to your Account Manager or marketing@northgate-is.com. Let s talk With Northgate you get costeffective innovation from public service experts. We help you increase efficiency and provide excellent service. Let s meet and discuss it. Northgate Public Services 2 Pitfield Kiln Farm Milton Keynes Buckinghamshire MK11 3LW T: +44 (0) E: marketing@northgate-is.com About Northgate Public Services Teamwork, transformation, results. These three words summarise what you get from Northgate. Most of all, results. Northgate is a public sector and utilities specialist that operates within strategic client partnerships to make change work for you. We help you transform your business processes, streamline the customer experience and reduce overhead. Northgate clients achieve lower costs, less paperwork, better performance and more joined-up working. Northgate partners over 95% of UK local authorities and every UK police force. Our technology manages over 40% of the country s social care records, processes over 12 billion of revenues and benefits, drives the electoral administration systems for 18 million people, manages over three million local authority and housing association properties worldwide, supports the national system for reporting police performance and enables real-time monitoring of Britain s roads. mysupport White Paper Printed on recycled paper

26 Leading The Way in Supporting Personalisation The Our Health, Our Care, Our Say white paper confirmed that people want support when they need it, easily, and in a way that fits into their lives. This means that every person who receives support will have much more influence over the services they receive in all care settings. The concept of personal budgets gives those receiving care or support a full understanding of the finance that is available to them and influence over how the money is spent. The task of local authorities is to create an environment where choice is available, where investment is in preventive options that maintain people s independence, and where there are sustainable support systems. Social workers will need to facilitate peoples choice, rather than provide professionally led assessment and care planning. OLM Systems welcomes the Personalisation agenda in social care and the quality improvement we believe this will bring to individual's lives. Being a part of a larger group of companies each with distinct capabilities that can help deliver the personalisation agenda puts us in a unique position. Our progress on Personalisation to date includes: Being commissioned by ADASS, in partnership with Symmetric to establish Common Resource Allocation Systems (RAS) Being appointed by the Joint Improvement Partnership for London, in partnership with Symmetric, to provide support to all Councils in London developing (RAS) Creation of a hosted citizen facing personalisation solution, that has been developed in partnership with 6 leading local authorities Development of a dedicated consulting team of personalisation experts