How to improve personalization

What is it about?

The Government's strategy for adult social care is based on the principle of personalization and its implementation through self-directed support (SDS). This is intended to allow individuals to make real choices, and take control, with appropriate support whatever their level of need. In sum, these changes are intended to deliver long-term benefits to individuals and the system in terms of improved outcomes and more cost-effective use of resources, and to enable everyone, with support if necessary, to design services around their own needs, within a clear financial allocation. For those funding their own support and care it means that there should be clear information points and support and brokerage services that enable them or their supporters to navigate the system, access qualified and appropriate advice and purchase quality services or support which meets their needs. The purpose of this study has been to build on the previous quantitative research into service user satisfaction with the self-assessment process by gathering qualitative data through focus groups drawn from service users and those who support them whether in the capacity of family carer or attachment to an agency providing support services. It is based on the conduct of four focus groups in the London Borough of Richmond upon Thames. The findings showed the quality of the SDS assessment process to be extremely variable and needed to be improved: although some service users were satisfied with the process, the majority were not. Dissatisfaction extended from the initial provision of information about the principles of SDS and its processes, to the manner in which every stage of the process was carried out. It was concluded that understanding of SDS and its processes needs to be improved, that service quality standards need to be developed, and social workers involved in further research. Together, the measures proposed should bring about necessary changes in the management of expectations of both staff and service users. They should also contribute towards the development of a culture that is service user focused. The paper concludes with a summary detailing the action taken by the Council to implement the recommendations of the report. Keywords: Personalization, Self-assessment, Self-directed support, Service users, Social policy, Social workers

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Why is it important?

Self-directed support lies at the heart of personalization and is being rolled out by Councils across the United Kingdom. A key element in determining its effectiveness is the way in which the assessment process is carried out since it is the starting point for all that follows. It therefore needs to be done well: service users need to understand the process, their rights and entitlements. In examining the effectiveness of the assessment processs, this research addresses an issue which has received scant attention. Further, it is unusual in that it sets out in detail the response of the Council to the recommendations made for improving service user satisfaction wthe the process and the action taken.

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