Customer-oriented Service Network Project in Lauttasaari

Transkriptio

1 Customer-oriented Service Network Project in Lauttasaari Arja Peiponen lic.ssc, MBH, e MBA, Elderly Services Director Susanna Hyvärinen, Project Manager City of Helsinki Innovations in social and healthcare services Programme

2 Background The idea for this project was born, when we looked the very complicated service palette of informal care. We wanted to strenghten customerorientation And we wanted to create new personal budget model to the informal care We realised that this was very huge target and we desided to gather funding from TEKES (national reseach funding agency)

3 Participants SME s etc. NGO s Customers City of Helsinki Research Institutions e.g. City of Helsinki (several departments) The Regional Organisation of Enterprises in Helsinki, Lauttasaari Enterprises Private SME s, and other enterprises NGO s/ third sector, lutherian church, voluntary sector Research Institutions (Aalto University/ARTS/ECON/SOTERA; University of Eastern Finland, National Institute for Health and Welfare) International networks e.g. ENSA European Network of Social Authorities Tekes the Finnish Funding Agency for Technology and Innovation Benchmarking cities like AKI Active Customer Project in Kainuu area Service Design support e.g. Aalto university/ ART Sosv/vava/S. Hyvärinen Picture: Street view from Lauttasaari. (City of Helsinki)

4 Aims 1. To strenghten customer-orientation: to improve the long-term quality of life by offering more choice and control, rather than just focusing on routine personal care. 1. To create Care Manager Model 2. To create Personal Budget Model 3. To build by networking (SMEs, NGOs/ the third sector, City of Helsinki actors etc.) a service center without walls for elderly 4. To test Care Manager and Personal budget models 5. To use service design methods and tools 6. To research the effectiveness of developed models, and also the use of service design Modelling Piloting/Testing Researching - Reporting Sosv/vava/S. Hyvärinen Picture: Old Map of Lauttasaari (City of Helsinki)

5 50 Home Carers over 65+ yrs 100 customers 50 Home Care Support Service customers 65+ yrs Sosv/vava/S. Hyvärinen

6 Project financing 50 % from the City of Helsinki 50 % from Tekes Altogether euros

7 Public sector Customer s Freedom of choice Service platform Private sector The variety of services Customer s wants &needs Third Sector/ NGO s Personal Budget, Care Management/ Care Manager Service plan Sosv/vava/S. Hyvärinen

8 7. Palvelutarpeen muuttuminen 1. Palvelutarpeen syntyminen Care Management and Personal Budget Process in Lauttasaari Project (Feb 2012) 2. Palvelutarpeen tunnistaminen ja itsearviointi 3. Palveluun hakeutuminen 4. Palvelutarpeen arviointi 5. Palveluun ohjaus 6. Palvelun käyttö/ tuottaminen 1. Palvelutarpeen syntyminen 7. Palvelutarpeen muuttuminen Palveluohjaus Toimintakyky heikkenee Asiakas valitsee perinteisen hoito- ja palvelusuunnitelman, palvelut ja rahoitustavan Avun tarpeen toteaminen (mm. kiinnostus omaishoitajuudesta) Henkilökohtainen budjetti Yhteydenotto kaupungin palveluohjaajaan Palvelutarpeen arviointiprosessi (omaishoitoperheillä omaishoitosopimus ja päätös) Omaishoitoperheen arjen luotaus Omaishoitoperheen valinnanvapaus Asiakas ei lähde kokeilemaan HB:a Asiakas saa palveluohjausta ja/ tai laaditaan yhdessä uusi palvelusuunnitelma Vaihto -ehdot Omaishoitoperhe lähtee kokeilemaan Henkilökohtaista budjettia HB:n käyttöönotto HB:n käyttö Tarve muuttuu Uusi palvelusuunnitelma (palvelut) Muu tapa hankkia palvelut (esim. palveluseteli, oma raha) Mistä palvelut hankitaan? Omaishoitoperhe valitsee itse Henkilökohtaisen budjetin määrittely ( ) Henkilökohtainen budjetti, Palvelujen =Päätös+Kosti hankkimis- (Henkilökohtaisella budjetilla vaihtoehdot: rahoitettavat palvelut) HB tai muu tapa Helsingin kaupunki/ sosiaalivirasto YRITYS TUKITOIMINTA/ VAPAAEHTOISET TUKITOIMINTA/ VAPAAEHTOISET KAUPUNGIN PALVELU YHDISTYS TAI JÄRJESTÖ KAUPUNGIN PALVELU TUKITOIMINTA/ VAPAAEHTOISET YRITYS YHDISTYS TAI JÄRJESTÖ PALVELUTARJOTIN KAUPUNGIN PALVELU TUKITOIMINTA/ VAPAAEHTOISET YRITYS YHDISTYS TAI JÄRJESTÖ YRITYS Laskutus Kosti -käytäntöjen mukaisesti YRITYS Sosv/vava/S. Hyvärinen

9 Service Design in Lauttasaari Project Lauttasaari Project is a part of the WorldDesignCapital Helsinki 2012 entity Service Design in the project: First there was a service design course for Lauttasaari Project employees Use cases, Story telling/ethnographic stories of home carers, Personas The Personas and Stories were used in 65+ customer events, and in workshops for SME s (enterprices)and third sector/ngos E.g. Use cases, Role Play, Home Carer Customer Journey Map tools were used in Care Manager- and Personal Budget WSs Glimpses from the lives of Lauttasaari home Carers -video was made Experience prototype tool was created for Home Carers to map out their daily living, support and help needs The idea of wellbeing spot for elderly in Lauttasaari was explored by using e.g. co-design Also lego serious play, evidencing, issues (scenario) cards, Service prototypes, Tomorrow headlines etc. were used Sosv/vava/S. Hyvärinen Picture: Lauttasaari Library (City of Helsinki)

10 Pictures by Joona Elo, Kirsi Hakio, S. Hyvärinen

11 Situation of the project at the moment Testing personal budgets is purely based on the willingness of home carers to participate the project Personal budget ( ): 1. Mapping the daily routine of home carers 2. Mapping the use of social services (used/ not used services) - right for day care for elderly - short term care (3 days/month) - extra need (amount of the price of day care) 3. Estimating the value of Personal Budget ( used/ not used services) 4. Making the service plan 5. Desicion about the Pb, 6. Use of Pb Three personal budgets has been made in April, one family has used Pb.

12 Experiences of pre-pilot e.g. More suitable services for home carers Increasing the customer s choice Mapping tool is found to be nice way of collecting information New way of care managering is opening easily the discussion between home carer&care manager Project interventions have been activating the home carers to stop and think about their daily life Process of making changes has started (empowerment) Creation of more personalized care management listening the client Clients willingness to use their own money

13 Open questions? Organisational, political, legal, financial, cultural differences e.g. (SITRA, Tampere) vs. common goal? Need for political desicions? Need for deepening the co-operation between different city departments? Electronic card for personal budget?

14 DAA (Design led Innovations for Active Ageing) The overall objective of the consultation work is to make policy makers and managers on strategic level to understand their importance and role in innovation process. In other words key persons in strategic management should be aware of the opportunities what the Lauttasaari service provision and personal budgeting model creates. They also should be inspired to make decisions to support the implementation and breakthrough of the Lauttasaari service provision and personal budgeting model for better wellbeing and more productive senior services.

15 Time schedule (project started in February 2011) Year 2011 Mapping Customer support and service needs Creating the Care Manager model Creating the Personal Budget model Outlining the Service network Year 2012 Defining individual support needs Testing Personal Budgets&Care Management, 4-6 home carers -3/2012 Piloting the Personal Budgets 4/2012 1/2013 Piloting the Care Management Piloting the network Preparing continuation of the project Service Design Benchmarking Research co-operation Evaluation Year 2013 Final Report, Evaluation Results and Recommendations Cosing the Project Sosv/vava/S. Hyvärinen

16 Thank you! Further information Arja Peiponen, director of elderly services Susanna Hyvärinen, project manager Hanna Torppa, project worker forename.surname@hel.fi Internet: Vanhustenpalvelut>Hankkeet>Palveluverkko Sosv/vava/S. Hyvärinen