Citywide Connect: locality events Presentation to the Partnership Board 14 th April 2015

1 Extend engagement across sectors in the Citywide Connect programme Invite providers within the three localities to showcase their social support services and activities to: –Raise awareness of who does what in each of the locality areas –Increase understanding of how these activities and services benefit older people who are/or at risk of social isolation and loneliness –Identify ways for front-line staff to access these services and activities, including any specific referral criteria –Provide locality specific provider information for front-line staff to take away and use to support referral activity Develop a shared understanding of the principles underpinning referrals which would ensure that the individual’s and organisational needs are taken into account. Identify what would help when providing feedback or follow-up post referral Objectives

2 Headline findings/outcomes 75 organisations/teams across the public, private, statutory and third sector are now linked to the hubs –Total of 123 front-line staff participated in locality discussions A further 11 teams/organisations and 34 front-line staff engaged This round particularly successful in –Increasing awareness of what’s going on in each of the localities (100% vs 90%) –Having a better understanding of where to refer lonely/isolated older people for support (93% vs 76%) –Making a useful connection to another person, activity or service (97% vs 95%) –44 actions pledged following discussions/networking Very good – great to put faces to names I learnt quite a lot about organisations I didn’t know about

3 Attendance and engagement

Sectors and numbers of front-line staff attending hub events: by locality 4

Booked vs attendance: By Locality North/CentralEastWest Booked Attended 5

Numbers of organisations/teams linked to the locality hubs – by sector 6

7 Locality event evaluation

8 Ratings

Agree/disagree statements 9

Pledges 10

11 Locality showcases

Who’s doing what to tackle social isolation and loneliness? East Group activities Lunch and social clubs Day Centres Out & about support Home care & companionship Befriending For specific communities Social hubs - housing

Feedback from themed discussions on referrals 12

Location The practicalities “Can someone go with me?” Cost What happens next? Continuity of contact Transport? Access Timescales Tasters? Time to have dialogue build up trust Understand my interests, needs, desired goals & outcomes “don’t making assumptions” What’s out there? Options Benefits What can I expect? Right to refuse Transparency What’s is/might be important for the person you’re supporting?

14 What do organisations/services need? Knowledge about what’s out there  confidence and trust in service/activity – benefit to individual  transparent and clear criteria for access  up to date contact info Responsiveness & clarity as to capacity/lead times Acknowledgement of referral (and on-going status update) Simple, straightforward, “admin light” referral pathways and process “It has to be very simple and quick as I don’t have 15 minutes to fill out a form” Appropriate referral based on criteria etc Access requirements Clear and accurate info Consent & opportunity for the organisation referred to have contact to help orientate the individual Cross referrals between organisations “…having a network you can refer into like we’ve seen today with LifeLines, etc” Locality hub events

Knowing whether the referral was successful or not and the reasons for this: “Were they made to feel welcome?” “Feedback on the appropriateness of the referral for the individual concerned” “Whether or not they accessed the service and how they got on. Did it help the client?” Expectation that service and activity providers would review any feedback received, so that improvements could be made Individual has opportunity to feed back directly - choice of accessible platforms Links between services to refer on if necessary/appropriate What would help when providing feedback or follow-up? 15

16 Recommendations 1.Develop a Communications Plan targeted at residents  improving visibility and access to information about the range of support services available  the Board to work together to communicate with residents 2.Outreach activity targeted at healthcare professionals (including Community Pharmacists) 3.Work with showcase providers to develop ways to reach out to more older isolated people in our local communities,  for example, through identifying support to overcome barriers individuals might have around attending a service/activity for the first time. 4.Work with organisations on developing shared understanding of the principles underpinning referrals and actions eg cross sector linkages