South Tyneside Metropolitan Borough Council has delivered £2.9 million worth of savings by reducing the number of older people being admitted to residential care by 30 per cent. This case study forms part of our demand management, adult social care, resource.
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At the same time it has managed to significantly improve customer satisfaction.
The council has used a contact centre to divert the majority of enquiries to solutions in the local community or voluntary sector, focusing on preventative interventions and personalisation. At the core of the model is a strong focus on outcomes.