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Towards a Better Future Making it Work The Feedback from a Project to Support the Development of Services for People with Physical Impairments in Kent. Engagement Task

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Towards a better future making it work

Towards a Better FutureMaking it Work

The Feedback from a Project to Support the Development of Services for

People with Physical Impairments

in Kent

Towards a better future making it work

  • Engagement Task

  • We were commissioned by Kent County Council to engage with people with physical disabilities, to find out their views and experiences of Adult Social Care Services in Kent.

  • We asked them what is working, what is not working and how they think services could be improved in the future.

  • We met with over 250 people with physical disabilities and 60 service providers who are there to support physically disabled people, across the County.

  • Our report details all of our findings and our recommendations come directly fromwhat people actually said to us.

Towards a better future making it work

  • Methodology

  • Questionnaires

  • Visiting Existing Support Groups

  • Open Forums

  • Providers Forums

Towards a better future making it work

Model Coherency (Wolfensberger)
































Towards a better future making it work

What people told us should be happening

Own home (suitably adapted)

Accessible community/buildings/facilities/transport

Shop-front services/local services/Hub/CFIP

Local peer support/networking/social opportunities

Accessible workplaces/holidays/leisure/education

Genuine rehabilitation facilities

Range of places to choose from

Comprehensive service which meets individual needs

Part of what is available to anyone in the community

Independent living with appropriate support

Easily accessible, accurate Information, Advice, Advocacy

Relevant Assessments/Person-Centred Plans

Individualised Support Packages/Personal Budgets

Peer/Trusted/Independent supports, Self-directed supports

led/chosen by person, Aids /adaptations

fitted around individual needs & choices

Good Health & SSD integration, Job opportunities



Services at same times as

everyone (24 hour availability)

Shorter waiting times for


Paid carers who can work at times

they are needed


Individually tailored/holistic/

person-centred approach, face-to-face

personal support, Personal Budgets/

Direct Payments/Benefits system that

works,Personal Assistant supports/PA

Agency,Person-led Assessments

Joint Funding/Partnerships/Partnership

Boards, Well integrated Health/Social Care

Meaningful daytime opportunities

Good accessible Transport Services

Simplified system for provision of aids/

Adaptations,Disability Awareness/

Anti-Discrimination Training, DPULOs

working with Case Managers & clearly

defined roles. Effective supported

employment services


Independent Living

Family, friends, colleagues, peers

The same people as everyone else

(relevant to circumstances)

People chosen by the person

(e.g. who share interests)




Empowering, Respectful,

Positive, Empathetic,

Enabling, Respectful


Other disabled peoplewho have

expertise/ 'lived experience'/shared values

People who know the person & understand their

needs & have relevant training

Personal Assistants employed by the person

Disability-Led Organisations (Independent) (DPULO)

Towards a better future making it work

What is happening now

Many inaccessible places

Traditional Day Centres, Buildings not suited/

designed for purpose, Respite service/nursing

home/institution/rehabilitation unit, Limited

accessible/adapted Housing, Limited accessible

transport services, Hard to navigate KCC website/

contact right person

Some have no service/many not enough support, Lack of

information/independent advice, Dependency/isolation/no

computer,No control/not being heard, Deteriorating physical

& mental health, Too many assessments/re-assessments

No support plan, Low income, Confusion about Direct

Payments/no Direct Payments, Lack of aids & adaptations,

Stuck at home, cannot afford day service charges, Isolated,

meaningless Consultations, Discrimination, 'Quick fixes' ,

Lack of positive examples.



Limited/pre-determined times

No chance of spontaneity

Care agency workers at

wrong times/rushing tasks

Aids & adaptations take too long

Accessible transport not available

at same times as everyone else


Older People and Physically

Disabled' people's service (OPPD)

'Transformation Programme‘, Budget-led

Assessments, Poorly resourced/

overworked staff, Complex changing

Benefits System, Poorly explained Direct

Payments opportunities, Expensive Care

Agency contracts, Lack of creativity/new

Ideas, Too much red-tape, Little or no

funding for aids & adaptations, money

wasting, Poor links between children's

& adult services


Independent Living





trained Case Managers/

Health Care Professionals/

Council Staff , Primarily 'able-

bodied' peoplewithout


Care Agencies, 'strangers', unpaid

Family/Carers (poorly supported/

stressed), Poorly funded Voluntary


People with similar conditions

Often not by choice

Usually in groups/inappropriate

age groups (e.g. respite/




Patronising, Insensitive, Condescending,

'Caring' not enabling, Ignoring,

Controlling, Discriminatory,'Scroungers'

Towards a better future making it work

  • Information, Advice and Advocacy

  • Disabled People’s User Led Organisations are best placed to provide, Information, Advice and Advocacy

  • Advice from other disabled people, with first hand experience, who are on their side and have the training and expertise to really understand their situation

  • Clear up-to-date, accurate, information in accessible formats (dedicated website)

  • Promotion of self-advocacy with focus on physical disability, as part of broader advocacy service - supporting people to speak up for themselves

Towards a better future making it work

  • 2. Assessments and Support Planning

  • Relevant, personalised, easy to understand assessments and support plans in accessible formats (reduced duplication & paperwork)

  • Genuine Person-Centred Approach promoting Self-Assessment (person-led, needs-led rather than budget-led by 'professionals')

  • Acknowledge that disabled people understand the support they require better than anyone!

  • Clear framework, eligibility rules, regular reviews

  • Training for existing KCC staff - preferably provided mainly by disabled people

Towards a better future making it work

  • 3. Case Managers

  • Clarification of Roles of the Case Manager (Community/Hospital) and Care Navigators

  • Well-trained in Disability Awareness, Person-Centred Approaches, Benefits & Financial Advice etc.

  • Re-establish local Case Management Services ensuring consistency and individualised, personalised working relationship

  • Case Management Service could meet increasing demand by sharing tasks in partnership with independent/disability-led organisations (e.g. assessment & planning, brokerage)

Towards a better future making it work

  • 4. Direct Payments and Personal Budgets

  • Better Promotion of Direct Payments and Personal Budgets to facilitate employment of Personal Assistants by individuals (e.g. Direct Payment rates not increasing in line with the minimum wage)

  • Clear eligibility rules for individuals and charging rates for providers

  • Provide user-led support working alongside the Direct Payment Coordination Team, including training on employment/management of Personal Assistants

  • If (expensive) Care Agencies are required, they need disability awareness training and to take on holistic/enabling approach

  • Re-establish a specialist PA Agency

Towards a better future making it work

  • 5. Health and Rehabilitation

  • Information and Advice service from NHS facilities (hospital/GP)

  • Structured ‘pathway’ for follow-up services in community

  • Review of Respite and Rehabilitation services are needed – less institutional options such as accessible holidays and enablement support at home

  • 6. Aids, Equipment and Adaptations

  • Review bureaucratic, lengthy, costly application/assessment process

  • Speed up provision/delivery/installation to lessen risk of delayed recovery and deterioration in health & rehabilitation (priority to most in need)

  • Partnership work with disability-led organisations using 'experts by experience'

Towards a better future making it work

  • 7. Day Services

  • Many people still rely on traditional day centres, which are often the only support/social contact available to isolated individuals

  • KCC should acknowledge that people value peer support, social networking and camaraderie, by funding these services properly during transformation, which takes time

  • Closure should not go ahead until accessible community alternatives are available providing meaningful/chosen activities for all levels of disability and appropriate on-going supports

  • Improve/fund better Transport links to community facilities

  • Review Charging Policy which is excluding people who need this service

Towards a better future making it work

  • 8. Access

  • Improve exterior/interior access to and within public buildings

  • Encourage businesses to be more responsible in their duties to disabled people

  • Use disabled people's expertise (e.g. Access Groups) in design, planning, assessment and monitoring accessibility, as well as training architects and planners

  • Develop on-going project to ‘police’ the community

Towards a better future making it work

  • 9. Transport

  • Accessible public transport/community transport services (esp. rural Kent) must be improved to reconnect disabled people to their communities and reduce their isolation

  • 10. Employment

  • Increase Supported Employment Services and promote benefits of Supported Employment Schemes to local businesses

  • Employ more disabled people in Council and commissioned services

  • 11. Transition (Children to Adult Services)

  • Improve 'transition planning' by developing ‘person-centred future planning’ Support young disabled people to live independently from parental home to prevent later crisis, when parents are too old to maintain support

Towards a better future making it work

What Matters Most!

10 Fundamental Basic Common Needs:

  • Living in your own home

  • Support from family and friends

  • Paid support – employing your own personal assistants

  • Appropriate healthcare and counselling if needed

  • An adequate income

  • Necessary equipment, technical aids and housing adaptations

  • Expert advice and advocacy

  • Accessible transport and an accessible community

  • Equal opportunities for education and leisure

  • Equal opportunities for employment

Towards a better future making it work

This leads to:

  • Remaining independent longer

  • Enabling people to regain independence

  • Improving their quality of life

  • Staying in their own homes

  • Making people less dependent on Social Services

Towards a better future making it work

  • Good Practice Example

  • Information and Advice - The Hub – Surrey

  • High street locations in most districts

  • 'Drop-in' style

  • (Disabled) Volunteers providing information, advice or signposting

  • In return the Disabled Volunteers receive:

  • Excellent training and support

  • Real work experience

  • Meaningful activity, encouraging independence, building confidence

  • Creating positive and visual role models in the community

  • Sometimes leading to paid employment.