See how NHS Digital has worked with those who receive care, their carers as well as health and social care professionals to understand the social care information needs of older people.
NHS Digital has been applying design based approaches in the area of social care – in understanding what social care information should be made available to the public in an easy and accessible way.
The approach has prioritised time in discovery - spending time understanding the views of individuals – whether they be care professionals or people in receipt of social care, including carers.
The discovery findings are informing prototyping and testing of a completely new care and support guide that will seek to overcome the issues identified. This is being tested and developed with the people who will be using it.
The challenge
Across the country there can be a lack of public understanding about adult social care, how it works, what someone’s journey through social care might be, the costs, and how to access it. Often people struggle to find the information they need to make informed decisions about their care and support – and people are often making those decision at a point of crisis. There are however some excellent sources of information available. Over 5 million people visit the current care and support guide on the NHS website each year. However, only 28 per cent of those people find all the information they need – something they have been keen to resolve.
The solution
Using a design-led approach NHS Digital has begun to understand the needs of users and the extent to which existing sources of information are meeting those needs. They carried out a user focused discovery which explored the priorities of people who receive or require care and support, their carers as well as health and social care professionals.
Over 50 interviews were carried out with people who use services and their carers, unpaid advocates as well as health and social care professionals. From the discovery a set of user needs was prioritised which is now informing a new approach.
The impact (including cost savings / income generated if applicable
The discovery found that each person’s story was unique to them. It also found that there were some pressing things which people needed including:
- help navigating the complex landscape of social care, so they get the care and support they need.
- recommendations about steps to take and services to consider.
- easy-to-understand information that can be shared between people who use services and their personal network of carers and family members.
- nformation and advice that is sensitive to their emotional state – often at a point of crisis.
These findings are informing prototyping and testing of a completely new care and support guide that will seek to overcome the issues identified. This is in the process of being tested and developed with the people who will be using it.
How is the new approach being sustained?
The approach has prioritised time in discovery - spending time understanding the views of individuals – whether they be care professionals or people in receipt of social care, including carers.
The work has had to be realistic and as well as focused in scope – a newly designed care and support guide is not going to fix systemic problems, but it can help get the right information to people at the right time.
Lessons learned
Overall, whilst having clear information and advice is important the best response is a conversation with individuals that take into account their individual strengths, assets, needs and circumstances.
NHS Digital's plans for social care information on NHS Choices and the findings from its research