Remodelling information - Norfolk Integrated Health and Social Care Commissioning Team

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Project description

It is a re-modelled information, advice and advocacy (IAA) service for specific groups, developed in consultation with those groups and in a rural area. The first phase began in November 2012 and the second phase in April 2013. The full list of services are:

  • People with disabilities including marginalised adults and a complex benefits casework service
  • Older people
  • People who are deaf
  • People with learning difficulties
  • People with dementia
  • People with mental health problems
  • People living with HIV

The expectation is that providers will work together with health and social care commissioners to develop the provision, recognising that people with disabilities seek IAA from a wide range of sources, for example the Citizens Advice Bureau. The expectation is that this Specialist Contract Group of IAA providers will together provide accessible information and advice for customers in a large rural county.

Who is the service for?

The new services provide information, advice and advocacy for people with disabilities, social care and related support needs.

Intended outcomes

The key objectives for providers are to:

  • Develop integrated and joined up IAA services which are easy for customers to understand and use
  • Look at how to add value through sharing resources and expertise
  • Ensure that IAA services are better promoted for people through primary health care settings
  • Collaborate with Norfolk County Council to ensure clear and effective referral and signposting of individuals between information and advice.

Why is the service being developed?

Public consultation in Norfolk has consistently identified deficits in the provision of information about social care and other support services.

A review of current contracts held with third sector organisations for the provision of information, advice, advocacy (IAA) found some overlap, inconsistency in measuring and delivering quality, capturing outcomes and performance.

There is anticipation of increased demand for IAA against a background of welfare reform and cuts in funding for service provision and a need to achieve savings through reducing funding.

Were people who use services and carers and other key stakeholders involved in setting up this service?

There was consultation to understand the barriers faced by people with disabilities and other support needs to access IAA. A stakeholder group including members of the public and commissioning leads worked closely with local IAA providers and the county-wide older person's forum to develop the service specification.

Service users and carers were involved in assessing presentations and proposals from bidders during the procurement.

Has the service met the intended outcomes?

It is too early to say other than it has developed an embryonic closer work relationship for providers and between providers and statutory providers and commissioners.

Do you have information on costs or savings?

The total annual cost of the new services is in excess of £1 million. The savings on the social care element are 20% a year on funding for 2011/12 - around £480,000 over the 3 years of the new contracts.

What were the learning points in setting up this service?

Give as much thought and planning as possible to the ways that customers will access information and advice services. The new Norfolk model emphasises that providers are required to work together to provider good and clear access although it will take time for referral and delivery channels to achieve this. Commissioners and stakeholders did not feel that a one phone number point of contact would work for a county like Norfolk.

Improve the ability of customers to self-serve, requiring very good web based information.

Contact details

Rob Cooper, Commissioning Manager, Norfolk Integrated Health and Social Care Commissioning Team
Phone: 01603 257010

Kate Kingdon, IAA Partnership lead
Direct Dial Tel: 01603 785211