Agenda item

(To receive a report from Theo Jarrett (County Manager – Quality and Information) on the development and launch of a new information and advice service which aims to help people access the most appropriate care and support for their needs)

Consideration was given to a report presented by Theo Jarratt, County Manager – Performance Quality and Development, which updated the Board on the development and launch of the partnership information and advice service.  It was reported that the service consisted of an online directory of services and information called Connect to Support Lincolnshire and for those who were not as confident online, there was also a telephone and live chat support service provided by Lincs2Advice.

It was reported that the aim of the service was to guide people to access the most appropriate care for their needs.  Through self-service, people would be able to find and select the services that would help them to keep them healthy, independent and safe.  Those people with relevant needs could then be directed, as appropriate, to social care and health services for further assistance.

The Board was advised that the service was 'live' at the start of December 2018.  Further work was planned to develop the service along the following lines:

·         Phased addition of directory and page content

·         Work with a user panel to shape use and future developments

·         Expansion of the service to include an e-marketplace

·         Introduction of a customer portal and integration with case management system MOSAIC

The Board received a short demonstration of the online service and were provided with the opportunity to ask questions to the officers present in relation to the information contained within the report and some of the points raised during discussion included the following:

·         It was noted that this had been an integrated piece of work which had been jointly funded, and the contract would run for the next five years.  There were around 650 records of services both registered and unregistered on the system.

·         The content was being built to be more comprehensive.

·         It was queried whether it would be possible to share data with the Police so they could have a list of vulnerable people.  The Board was advised that this would not be possible as it was a directory of services and would provide signposting and awareness for particular services.  It would not store personal information.

·         There was a forward plan to extend this into development of an e-marketplace, which would be useful for those receiving direct payments as they would be able to purchase services without any money changing hands.

·         It was also noted that an artificial intelligence (AI) system was being developed which would learn from searches that people made and would start to suggest alternatives and the most appropriate care for people.

·         It was queried how people would know that the site was health related, and it was noted that the LCC and NHS logos were located at the bottom of the page.

·         It was noted that in relation to the name of the site, it was a well-known name across the sector.  The live chat and telephone support would be provided by Lincs2advice.

·         The aim was for people to use the site for themselves, as well as social workers, staff and family members.

·         It was highlighted that one of the great flaws of a directory of services was that they would usually be out of date as soon as they were published, so members were pleased to see that this one would be updated regularly and it be ensured that it would be locally relevant.

·         There would be a search facility so that people could search for services in their area, and it was noted that the smallest search range would be within a five mile radius of the post code.

·         Organisations would need to specify what areas they would provide services to.

·         It was queried whether there could be a joined up approach to the victim support directory so that they were not competing with each other.

·         It was noted that a governance group would be set up.

RESOLVED

1.    That the Board noted the launch of the Connect to Support service

2.    That the Board members would publicise the service

3.    That Board members would advise the author and presenters of potential content and uses for the service