Issue - meetings

This report provides a further update to Committee about the transformation of the Adult Social Care Contact Centre which launched in October 2020.

This paper focuses on recent initiatives to embed a new practice model at the adult social care ‘front door’ and test different ways of working from those that have been traditionally used over recent years.

The Head of Access & Carer Services presented a report, a copy of which had been circulated to each Member and a copy of which appears as Appendix ‘C’ to these Minutes in the Minute Book.

The report provided a further update to Committee about the transformation of the Adult Social Care Contact Centre which launched in October 2020.

The paper focused on recent initiatives to embed a new practice model at the adult social care ‘front door’ and test different ways of working from those that had been traditionally used over recent years.

The Committee discussed the report and comments were made, including:

• In response to a query from the Chair, the Committee was advised that a queue was in place and callers were informed of their position in it when on hold.  The possible reasons for people hanging up were provided including alternatively accessing the required information online or calling back later in the day.
• The Contact Us webpage was detailed which ensured the relevant information was being provided to ensure more effective and efficient responses.
• The Vice Chair thanked the team for the amazing work in place, the positive case studies provided and the savings to the Adult Social Care budget detailed in the report.
• In response to a query regarding community hubs, the Committee was advised that the two principal hubs would be at Christchurch library and in Poole Dolphin Centre, however most of the teams’ activity was at BCP Town Hall.
• In response to a query regarding follow ups on existing care, the Committee was advised of the process including being worked through to a locality team.  It was noted that the 3 Conversations model being introduced should reduce the amount of work being passed to localities teams and reduce the need for follow up emails.

RESOLVED that the Committee note and comment on the content of the report.