People are encouraged to be involved in the design and delivery of their care and support as equal partners
Disability Service: Moving from structured services to Direct Payments
Conwy Direct Payments scheme has developed a forward work plan to increase the up-take of Direct Payments. We are currently in the process of re-tendering support services for the scheme, engaging with current customers via Conwy Connect and our Participation Officer in relation to the services required going forwards. We are also in discussion around sub-regional commissioning of services with neighbouring authorities. Regionally the Learning Disability Transformation Team, in partnership with Flintshire, is piloting the development of an online Personal Assistants Portal. The Portal will provide a single point of access for Personal Assistant information, resources, and online learning and following evaluation has scope for regional roll out.
Covid-19 lockdown has enabled people to consider alternative ways of meeting their well-being outcomes. A number of people have said that they will not be returning to day services, preferring to perhaps develop their own support plan using Direct Payments. The Regional Learning Disability Transformation Programme has commissioned Support Brokerage training. Support Brokerage is an opportunity to provide assistance to people to plan their support effectively. Representatives from Conwy Disability Services have attended the Support Brokerage training and we will work alongside the third sector to pilot this locally over the coming months.
Over the past twelve months we have provided Direct Payments to individuals in a very flexible way, with a focus on easing the impact of restrictions on carers and families. For children with disabilities this has meant the provision of play equipment for their gardens and in a small number of cases for the employment of close family members to provide additional support. We have also ensured that information around the availability of grants has been shared with families and carers to ensure that they are able to access the whole range of possible support.
Forging our Mental Wellness Team
Transitioning to our Mental Wellness Team has brought our service in line with the Social Services and Well-being (Wales) Act 2014. Previously, the integration with Health, and therefore the need to adhere to the Mental Health Measures Act prevented the Social Care Team from fully engaging with the ethos and principles of the SSWB Act. The latter is the most major legislative change in recent history, transforming the way services are delivered and the Mental Wellness Team has been able to comply with the ethos of promoting preventative approaches as well as giving individuals stronger voice and control, ensuring that they are equal partners in their care and support. The ethos of the team is based upon the central pillar of ‘no wrong door’. It doesn’t matter which service a person approaches; we have assisted them to get to the service that is right for them. We have moved away from placing the burden of integration on the individual and we are working with other services to promote seamless provision.
Individuals now receive a timely, proportionate response, provided by a service best placed to provide it. We have focused on doing what we say we will, and gaining people’s trust back in relation to mental health services.
What were the challenges?
One of the challenges was transitioning the team to the current model whilst maintaining seamless service provision, however, due to the dedication of staff at all levels we have managed this successfully. Covid-19 has also placed unprecedented pressure upon mental health services, but yet again, our workforce has been diligent in their approach. We as a service feel that we have achieved this change during a pandemic due to the very clear values we set; everything we have done has been based on recognising people and treating them with compassion and hope, and that applies both to the people we work with and our staff members.
What’s next?
For the Mental Wellness Team and Vulnerable People Service to support and develop a Recovery College in the county. We would like to have a partnership forum with third sector, service users, Health and Local authority members to support, collaborate and develop this programme going forward as a community of interest.
The key categories that make up the programme would be as follows, but would evolve over time:
- Understanding my mental health: courses and methods to help people gain an understanding of mental health and emotional wellbeing and how to overcome or manage them
- Gaining life skills, making sure people have the optimum chance to live well, e.g. financial, emotional, physical literacy
- Being connected, creating a network through hobbies, activities, interests etc.
- Giving back/moving on, gaining skills to enable students to sustain their learning through, for example, volunteering, gaining employment, giving time to others, etc.
- We also want to work with local businesses to develop links, to upskill people with knowledge before they know they need it, such as mental health first aid.
Developing our Family Centres
Work has begun on the refurbishment of Eryl Wen, Llandudno, which hosts the North Wales Family Support Team. We had an opportunity to make use of more of the building to create a bigger facility with larger, spacious rooms.
In 2020 we started to consult with families, Elected Members, partners and the local community about our local ‘hub and spoke’ approach and whether Eryl Wen was a suitable venue for a Family Centre. We held a stakeholder event for members in early March and a few face to face discussions with families, and moved to an online survey after the Covid-19 restrictions came in.
There was general agreement that our hub and spoke model worked well and didn’t require any change; using Eryl Wen, local community venues and schools to deliver our service was working well. We had an overwhelming vote (72%) to stay where we are in Eryl Wen as our “hub”.
I like coming to the family centre for appointments. It is in a quieter place than where I live and I don’t feel that people are watching me…
Eryl Wen is accessible by foot to families in Llandudno
Both me and my husband have accessed courses and other services in Eryl Wen which have been so helpful to us and have had a massive positive impact on our family life
I like that the current centre isn’t on one of the estates… Current building needs updating though
The improvement works have begun. For Stage 1 renovations we were lucky to receive funding from the Welsh Government to renew the roof, barge boards, gutters and downpipes of the building in December 2020 and further funding in January 2021 to start first floor renovation and supply furnishing for the newly-acquired space. We are now applying for funding to complete Stage 2 of the renovations.
What were the challenges?
This year has been challenging on many levels, with frustration about the limitations on face to face work with families, and staff juggling work and family life with children at home. Through all of this, the service has demonstrated resilience and creativity, and we have even learned some new and interesting ways of enhancing our support for families beyond this difficult period.
Douglas Road development
Work has begun on the refurbishment of Douglas Road Youth Centre, and demolition of Douglas Road Education Centre (next door) in the centre of Colwyn Bay. This will provide an accessible community venue to host the Central Family Support Team and Flying Start Health Team, as well as partners providing support for families in the Colwyn Bay area.
The property was built about 123 years ago, and the refurbishment includes full modernisation of the building as well as reconfiguration of the space to allow for:
- A new open-plan entry and welcome area
- Play room and crèche facilities for when parent groups are held
- Space for a variety of activities (including a hoist)
- Plenty of storage
- Modern toilets and changing facilities, including a fully hoisted bathroom and changing area
- A kitchen that can be used for cooking and eating
- Plenty of one to one rooms for different agencies to use to support families
- A multi-agency office for joint-working
- Outdoor play area
Delivering reablement services
At the end of each period of reablement we talk to the individuals we have supported and ask them a series of questions about the care and support they have received from us. Here are the key results from 2020-21.
| 97% were involved, along with family, friends, carers and professionals to agree and plan their support |
| 99% felt that their expectations of the service were met |
| 91% stated that their personal outcomes were agreed with them at the start of the service |
| 89% felt that at the end of the intervention period, their identified outcomes had been met |
| 98% agreed that the support received was flexible, e.g. around visiting times, length of visits etc. |
| 95% felt that the support provided was consistent, e.g. same staff members visiting |
| 98% agreed that the support received enabled them to do as much as they could for themselves |
| 99% agreed that our staff were pleasant, kind and courteous |
Some of the comments made during the interviews demonstrate how highly valued our reablement service is.
From the moment we open the door and have a cheerful “good morning” I know that I will be in safe hands.
Very good support; enjoy the company of staff and have a good relationship with them all.
The carers went above and beyond what we expected – supported the whole family with kindness and empathy. Helped us through difficult and emotional time. Thank you.
Aspects of care that people valued the most were seeing friendly faces, especially during lockdown, being shown compassion and respect, and being able to do even small things to regain independence at home. As always, we will continue to monitor the care and support we provide, engage with the individuals who receive it, and act on any feedback or areas for improvement that are brought to our attention.