Keri Harrison Community Support Manager Peter Munns Director of Operations

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Keri Harrison Community Support
ManagerPeter Munns Director of Operations
SUPPORT BROKERAGE WITH OLDER PEOPLE
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Advocacy Brokerage with Older People
(in a hospital setting)

• Showcase the work we do
• Share our learning

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• About Help and Care
• The Hospital Advocacy Brokerage Service
• Why we do it Impact and benefits
• What makes it work?
• What are the difficulties / obstacles
• Benefits to good Commissioning
• Questions?

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Help and Care a strong business with strong
values

• Organisation (charity) working with local people
  and communities
• Established in 1985
• Community Development
• Community Engagement
• Research
• LINks A host organisation for 13 local
  authorities
• Wide range of services and activities
  volunteers, community advocacy, housing services,
  hospital advocacy and brokerage services, carers
  support, befriending, strategy groups and
  networks, community leadership programme
• Independence quality of life for individuals
  communities supporting personalisation

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History

• Started 5 years ago in Royal Bournemouth Hospital
• Problems with referrals to Social Services-
• Inappropriate
• Not timely
• Poor quality
• Community Care (Delayed Discharge) Act 2003
• Concerns about reimbursement

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Hospital Advocacy and Brokerage Service

• The Service -
• Visit wards daily
• Case find
• Visit service user / liaise with relevant others
• Determine need-
• If ongoing and complex refer to Social Services
• If short-term and / or less complex act as a
  broker to link the service user with
  appropriate services to support their discharge
  home

• Aim -
• Make referral process more efficient
• Support people who have lower level needs

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Help and Care Services

• Information
• Carers Support
• Volunteer Support
• Advocacy Support
• Housing Related Support
• Emergency care lines

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Statutory Services

• Home from Hospital Services
• Meals on wheels
• Supporting people

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Community Based Services

• Benefits
• Advice services
• Housing services
• Drug and alcohol services
• Sensory loss organisations
• Older people organisations
• Carers organisations
• Disability organisations
• Home care / residential care providers

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Referrals 2007 / 08
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Impact Social Services

• Referral rates
• ?Appropriateness / quality
• Focus on people with ongoing / complex
• needs

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Impact Ward Staff

• No completing and faxing of referrals to Social
  Services
• Daily link worker
• Focus on nursing care

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Impact Ward Staff
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HABS

• News spread!!
• RBH- commissioned by the Hospital Trust,
  Bournemouth, Dorset, Hampshire Poole local
  authorities to deliver HABS
• Set up and manage HABS at-
• - Dorset County Hospital
• - Dorchester St Marys Hospital
• - Isle of Wight

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Impact on service users - Values

• Face to face
• Personalised / person-centred
• Respects service user choice
• Holistic
• Needs led
• Preventative

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Referrals Year 2007 / 08
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Case Study 1

• Zimbabwe
• Homeless
• Unemployed
• Unable to read
• English as an
• additional
• language
• Unsure of
• immigration
• status

• Contact Home
• Office
• Contact previous
• employer
• Assist with benefit
• aspirations
• Supporting
• people

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Case Study 2

• Lived alone
• Terminally ill
• Losing confidence
• re managing
• personal care
• Unsteady on feet

• Contact Lung
• Nurse re Special
• Rules
• Short term care
• package of care
• Information
• Emergency care
• line

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Service User Feedback

• Thank you most helpful.
• This young lady has been an angel!
• Pleasant helpful and a delight.
• Anyone who takes the time and trouble to come
  and
• help me is always appreciated Help and Care
  have
• answered all my questions and been very
  helpful
• thank you.
• Very valuable and informative service.
• was very helpful and kind to me and I think
  she
• gave a wonderful service. It was reassuring
  to know
• patients have this choice.
• If all of your representatives were as
  friendly, open and
• helpful as the one who visited me, I think
  you are
• definitely achieving your aims! Thank you.
• The help offered was very useful especially
  about meals
• available.
• I think the person who visited me was
  brilliant.

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Question
What do you think are the difficulties or
obstacles to setting up and managing HABS?
(Think about your own Local Authorities /
Hospitals)
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Summary
Is it worth it?

Yes Impact on service users, health and social
care professionals and systems
Yes Commissioning framework for health and
wellbeing
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Providing services to the whole community

• Enabling any citizen whether self funding or
  paid by the state to obtain good information and
  advice on health, social care and well being

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Putting people at the centre of commissioning

• Giving people a voice, choice and control and
  supporting those people who need advocacy and
  support

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Valuing the soft and hard outcomes

• Commissioners are more likely to secure costs
  effective high quality provision if they
  Commission for outcomes and outputs. This means
  judging services by the tangible benefits
  achieved by the people that services are designed
  to serve.
• (Reference Commissioning framework for
  health and well being Gateway Ref 7361 March
  2007)

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SUMMARY

• Showcased the work we do
• Shared our learning