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Review of direct payments policies and procedures

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What we did

Stoke City Council set up a Task & Finish Group to review its Direct Payments policies procedures and practice to identify where improvements could quickly be made without major redesign, pending a more detailed strategic review of service design aimed at significantly increasing Direct Payment numbers. The Task and Finish was made up of a mixed group including practitioners, commissioning & contracting (contract management of the Direct Payments Support Service Provider), finance, and the service redesign project officer.

Changes introduced following the review have been:

  • Redesigned documentation for the Direct Payments process and service user information (adopting the West Midlands ADASS documentation)
  • Revised Direct Payments pathway (support planning process/set up and initial review)
  • Implementing a training programme for social work teams to raise awareness of the new practices (will use a staff survey to further determine areas for development - training module will then be developed)
  • Identification of a Direct Payments Champion from each of the social work teams (to attend future forum meetings/phase 2)
  • Set up Direct Payments 'Peer Support Groups' involving current Direct Payments Recipients (with input and partnership from the Direct Payments Support Service provider)
  • Adoption of an approach to stringently monitor (at an operational level) the offering of Direct Payments and the reasons for individuals not taking Direct Payments (to inform future service design in phase 2)
  • To support the changes a training programme for social work teams is being designed.

Why we did it

To create a simpler pathway for staff and service users and specifically to increase the uptake of Direct Payments, improve the customer experience, and make the Direct Payments process more cost effective to the Authority.

Outcome

The changes have only recently been introduced. Their impact will feed into phase two of the DP review.

Contact details

Carmen Owen, Stoke-on-Trent City Council, Commissioning & Contracting Officer, Carmen.Owen@stoke.gov.uk, 01782 235476

Steve Norcop, Stoke-on-Trent City Council, Project Officer, Steven.Norcop@stoke.gov.uk, 01782 234258