Kirklees Council West Yorkshire - Serving you online Home

Project summary

consultation@kirklees.gov.uk

Social Care Digital Innovation Funding Programme 2019/2020

What we're doing

We are looking to engage with our adult social care service users and carers to understand how we could enable them to access and manage the information we hold about their care services, when or how they want, giving them more control.

When we're doing it?

Between 01-May-2019 and 31-Mar-2021

We will be

  • Asking for information
  • Giving out/sharing information

Themes

  • Customer experiences
  • Health, wellbeing and lifestyle

Where's it happening?

Across the whole of Kirklees:

More information on what we're doing

Following a competitive application process for the new two-year Social Care Digital Innovation Programme 2019-21 Kirklees Council has been selected for the discovery phase.

With the funding Kirklees Council is wanting to undertake a focussed and detailed discovery of what information customers need access to as well as what frustrations and barriers they face with accessing information currently would enable us to understand what a ‘fit for purpose’ care account should look like and what benefits it would bring to our service users and their carer’s in enabling them to have more control over their care.
Yes

What happened?

Between April and October 2019 we led a discovery project, in partnership with the Local Government Association and NHS Digital

Our project set out to understand 'How we might enable service users and carers to access information about their care services to give them more control'.

discovery findings
We gathered valuable insight into:

how people contact Kirklees Adult Social Care
who contacts Kirklees Adult Social Care
what people's contact preferences are
what people's digital literacy is and what appetite there is for digital self-service solutions to assist in meeting the needs of adult social care service users and carers in future.

For full results go to our www.kirklees.gov.uk/digitalinnovation webpage

What difference did the work make?

We plan to take forward our prototyped care account, to develop it into a working product in collaboration with service users and carers. We are looking to deliver a solution that would meet the user needs to be identified and give people more visibility and control of their adult social care services.


We have been successful in securing more funding to take this to a prototyped care account.

Implementation
The implementation phase built on the user research completed in the discovery phase to design, prototype and build the Kirklees digital care account, which will give service users and carers access to their care plans and other relevant documents, and the ability to request changes (eg updates to contact details) and book appointments for social care reviews.

To ensure the product developed was of benefit to service users and carers, each feature within the care account was developed through a series of design sprints. The process for each feature included: design workshops and iterative prototyping, testing and feature build via Granicus, a leading provider of citizen engagement technologies (accompanied by functional and technical testing by the council). Design sprints were developed in an agile environment, based on the priority of the feature and availability of resources. However, the availability of social work resource proved to be a particular challenge. Once built, the care account was piloted with service users and carers (conducted from December 2020 through to February 2021).

In addition, there has also been a great amount of work done to ensure that the care account aligned with GDPR regulation. Work was also undertaken with Granicus to ensure that the care accounts were being displayed correctly on devices with no data protection issues (ie a service user could only see their own personal information).

Methods of involvement

MethodHowHow many peopleStartEnd
Face to faceEngagement Workshops 3023-06-201930-06-2019
OnlineOnline survey as many as possible01-05-201931-10-2019
OtherPilot6001-12-202031-03-2021
PhoneCustomer Contact Centreas many as possible 16-06-201929-08-2019

Contact details

Hayley Mozley
01484 221000
hayley.mozley@kirklees.gov.uk

Documents and links

Part of an organisation that's signed up to the Framework?

Log in to manage your entries, or sign up if you don't already have an account.