NORTH YORKSHIRE COUNTY COUNCIL
SOCIAL SERVICES DIRECTORATE
ARTICLE FOR INFORM/COUNTY TALK
SINGLE ASSESSMENT PROCESS: USER EXPERIENCE SURVEY (2005)
A user experience survey was undertaken earlier this year to record the views of
those service users involved in the implementation of the Single Assessment
Process (SAP) across the County.
In all, 500 service users were sent questionnaires and 147 (29%) were completed
and returned. The cohort was extracted from those users who had been assessed
under the Liquid Logic IT system, those utilising a person held record and a ‘control
group’ from those assessed without the use of either recording system.
The results provide us with some “good news” items and some areas for
improvement. Overall, there seems to be a clear message that service users are
generally happy with the principles of SAP and more especially with the sharing of
information between professionals of different agencies.
The results of this User Experience Survey have been reported to both Community
Care and County Care Management Teams. A press release has also been issued.
For more information please contact:
Brian Durham, Strategy & Performance Manager: 01609 532413
David Glansford, Principal Officer (Policy & Performance): 01609 532539
Becky Nightingale, Single Assessment Project Co-ordinator: 01845 521425
Service users would prefer either themselves (30%) or their family (22%) to be
contacted initially about what help they need when they are ill or having problems
as opposed to other professionals (8%), although 23% said ‘All of the above’
78% of respondents agreed however that they would prefer the first professional
who visits to write down relevant details, and then share with other professionals
to avoid duplication. Only 5% answered ‘No’
In the event of the service user having to go to hospital, nearly 69% would like a
professional to tell the hospital what has been happening at home. 13% would not
want this to happen This was particularly the view in one group who had all
recently been into hospital several times.
REDUCTION IN VISITS?
36% had been visited by up to 2 professionals, nearly 42% by between 3 and 5
and 12% by more than 5 (the remaining 10% either did not know or did not
answer the question) There was no clear link to a reduction in visits through the
CONSENT TO SHARE INFORMATION
Older people did not always get asked if they were happy for information about
themselves to be shared with other professionals, over 54% said ‘Yes’ they
remembered being asked about this, whilst nearly 28% said ‘No’ they hadn’t been
asked their permission to share information and the remaining 18% either did not
know or did not answer the question.
Information most commonly asked for by professionals was ‘How is your health’,
How well do you manage to look after yourself’, ‘Who helps look after you at
home’ & Personal Details such as ‘Name & address’. Further training may be
necessary for some sections of the Assessment form.
Nearly 61% would like these details to be checked once they have got some help
and are feeling better although 21% would not.
When asked if there was anything that they would prefer professionals not to
share with each other, the most common response was ‘How well they manage
Over 60% ‘Always’ received a copy of what was written down about them, nearly
24% ‘Sometimes’ received a copy whilst 12% ‘Never’ receive anything (the
remaining 4% did not answer the question)
HOW SHOULD PROFESSIONALS SHARE INFORMATION?
More than 63% of respondents are happy for details recorded by professionals to
be kept in a folder in their own home so that other professionals can read it. Only
just over 7% of respondents answered ‘No’ whilst nearly 12% said that it already
happened (the remaining 18% either did not know or did not answer the question)
Nearly 58% of respondents are happy for details recorded by professionals to be
kept on a computer so that other professionals can read it. Nearly 16% of
respondents answered ‘No’ whilst nearly 7% said that it already happened (the
remaining 19% either did not know or did not answer the question)