In Cornwall, we are passionate about making sure our services are as personalised as possible. Our short video below explains more:
What is Personalisation
Personalisation is about supporting people to live as independently as possible. It aims to:
- promote a person’s strengths and assets, and
- enables people to live:
- as independently as possible
- in their community for as long as possible
It involves:
- generating community-based supports and activities
- developing an asset-based approach to community development
- promoting social value and resilience
People should be supported to make as many choices as possible about what happens to them, when and by whom. If Personalisation is successful, people have as much choice, control and flexibility over their lives as possible. This puts the people with support needs in the driving seat being able to self-direct support and play an active role in society.
To make Personalisation a reality we need to make sure that people who are Experts by Experience are:
- involved
- consulted with, and
- take an active part in the development of services which they rely on.
Co-production is a key concept in the development of services. It has the potential to make an important contribution to all the big challenges that face social care provision today.
The Care Act 2014 specifically includes the concept of co-production in its statutory guidance. The guidance defines co-production and suggests that it should be a key part of implementing the Care Act. In particular, co-production should be used to develop:
- preventative strengths and outcome-based services
- support assessment
- shape the local care market, and
- in the planning of information and advice services
Definitions of what co-production means vary. The term is used to describe partnership working between:
- people who draw on care and support, and
- carers and citizens to improve public services
Personalised, outcomes focussed support, co-produced with the people who may draw on that support is key to us getting it right.
Why participation and engagement is important us
Effective engagement with people who we provide support and services to is important to us, as it helps us to ensure that we are better able to:
- provide services and support that are better able to meet the needs of our residents and local communities
- improve access to services and support for all people who are eligible
- support and sustain independence for people for as long as possible
- open up employment opportunities for people with disabilities and impairments within:
- the Council, and
- our communities
- Play our part in ensuring social cohesion across Cornwall
Overarching Principles
‘Nothing about you, without you’
To ensure Cornwall residents and their carers receive:
- the right support
- at the right time
it is important that we provide services that are in tune with the needs of our local communities.
We therefore place great importance on making sure that the views of:
- eligible people
- their carers
- families, and
- communities
are central to everything we do. We can then better understand the different needs of our communities and provide services that are responsive to their needs. We also encourage local communities to get involved in decisions that will affect them.
Informing – providing residents with information.
Consulting – asking residents for their opinions and ideas.
Involving – providing residents the opportunity to influence decision making.
Facilitating – supporting residents to achieve their own outcomes, co-design and co-production.
- improve the customer experience, with better outcomes and more responsive and person-centred support
- achieve greater levels of satisfaction
- improve social capital
- strengthen our digital offer
- improve service delivery
- build open, transparent, and effective partnerships with residents. Where trust is central to these relationships
- empower residents to build their confidence, skills and opportunities
- improve accountability
- ensure inclusivity
- assist in the delivery of Cornwall’s Strategic Objectives
- build thriving communities
- build partnerships through Locality Working, and
- people living the life they choose
Coproduction in Practice
The following table sets out our coproduction principles (we statements), together with resident principles (I) statements. It also includes examples of that this may mean in practice.
| Co-production (We) Principles | Resident (I) Statements | Examples of what these mean for how we work |
|---|---|---|
| 1. We listen to you and involve you in what we do and how we do it |
I am listened to and involved in my care and support planning I can share my views on adult social care in Cornwall |
Involving residents when we are recruiting new staff, writing strategies and policies, or commissioning new services Continuing to plan changes to our services through engagement and coproduction with our residents, people who use our services and carers Recognising where the groups and people involved in our engagement and coproduction do not reflect the diversity of Cornwall and taking action to change that Having an assessment process that supports people that use our services and carers voices to be heard and focuses on their strengths and what is most important to them Making sure that people who need it get help from independent advocacy services |
|
2. We work with you to strengthen your sense of safety, wellbeing and belonging |
I feel safe at home I feel safe in my community |
Working with our partners (care agencies, housing colleagues, technology providers and voluntary and community groups) to help residents stay safe and as independent as possible at home Supporting our residents, people who use our services and carers to play an active part in their local community Building relationships with those who are most at risk of isolation and loneliness, taking action to help them benefit from all their community has to offer |
|
3. We will be clear about the choices you have and the support available to you |
I understand the choices and support available to me I can access the information I need |
Having accessible information for our residents and staff about what is available to them in the community and through adult social care Improving how we communicate and use technology so that people can quickly and easily get the information they need Having a contact/access system that lets residents reach the teams involved in their care and support as directly as possible |
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4. We offer the right support at the right time, based on your strengths and what’s most important to you |
I get the right support at the right time I get support that builds on the things I can do and helps me to do what’s important to me I have access to support that helps me find employment and learning opportunities that work for me |
Listening to what is most important to people who use our services, carers and residents and helping them to get there using the range of services that are available in Cornwall (not just the Council) Working closely with our health partners to make sure resident’s support is joined up across social care and health settings. Helping to spot problems early and find practical solutions quickly Recognising how important carers and family/friendship networks are and supporting them to continue helping those they care for in the way they want to Having person-centred assessments and support plans that are flexible to changing needs and help people make positive progress after a change or crisis Connecting people into supported employment and learning opportunities. Working with people who use our services with long-term or higher levels of support needs to understand how they can have as much choice and control over their support as possible |
|
5. We improve the quality and consistency of services and celebrate success |
I have access to good services where I can make relationships with the people involved in my care and support I know how to tell the Council about any problems with the services I receive and feel sure they will do something about it |
Recognising that it is very important to people who use our services and their families to get to know the carers and social workers involved in their care. This is a big part of feeling safe and well supported by a quality service Having clear routes for people who use our services and carers to share feedback about good quality care, helping us understand where things aren’t working well so we can take action Involving people who use our services and carers in our quality assurance work to check how things are going with our services Investing in our staff and supporting them to give high quality support to our residents, people who use our services and carers. Using these I Statements and Principles with the providers we commission to ensure they understand what’s most important to our residents, people who use our services and carers and are committed to them through their service delivery |
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6. We help our residents to connect with voluntary and community groups and to continue supporting and learning from each other |
I can take part in opportunities that interest me in the community |
Supporting our voluntary and community partners to make their services clear and accessible to our residents and staff Making sure there is a range of support available for people with different levels of need, including those already receiving adult social care support Helping new groups and partnerships to grow and supporting more peer-to-peer opportunities |
What we plan to do
We are planning different levels of participation, consultation and co-production. This will be dependent on the level of influence, impact and activity required as a means of developing services with the people who use them. The different levels of participation are set out below.
For the personalisation work, the activities will generally fall into these following categories. We would look to match people’s skill sets and experience to the type of project we are running. For example, Direct Payments recipients supporting the development of Direct Payments.
Ad hoc meetings
To inform people of council activities and developments. Funding will not be available for this, but expenses may be paid when appropriate or when necessary to facilitate engagement.
Regular online or in person meetings
To develop for Direct Payments and Individual Service Funds for example, where Experts by Experience. Experts by Experience can contribute their ideas and opinions to how Cornwall delivers services to:
- enable people to maximise their independence, and
- have as much choice and control over their services as possible
Expenses and replacement care will be paid for where appropriate.
Smaller focus groups
Attendees will help to make information accessible. As well as ensure our processes and procedures are as simple as possible for example. Expenses and replacement care will be paid for where appropriate.
Other opportunities
There will be an opportunity for people to support:
- recruitment
- service development and monitoring
- commissioning and procurement
- writing policies and strategies
for which we will pay an agreed hourly / day rate.
Experts by Experience
We will look to recruit people who are Experts by Experience to support the roll out of some of this work, these will be as paid consultants or employees.
Our Coproduction and Engagement Framework
Our Coproduction Framework sets out our approach to coproduction of areas of their work such as:
- service design
- specification drafting, and
- market shaping
It is intended that our approach is consistent and has a good understanding of the benefits of:
- codesign
- coproduction, and
- effective engagement with stakeholders