Automated Telephony: How call response data is improving ASC practice
Understand how real time feedback and experience from automated calls is improving Adult Social Care across a number of services & councils
Date and time
Location
Online
About this event
- Event lasts 1 hour 30 minutes
CC2i has been working with a growing number of councils to engage with everyone who draws on care and support services and bring their feedback and experience into service, practice and process improvement.
Co-designing scripts to ask the relevant questions for the person and service, our automated telephony platform then generates a series of calls and texts to engage with both people who draw on care and support services and unpaid carers - with response rates up to 80%.
With call response data coming into the Contact&Connect dashboards within minutes, ASC colleagues are able to respond to people identifying issues in a timely way, as well as confirm where people are safe, happy and well at home. Council partners work the data in a range of ways to understand how people who draw on their care and support services feel, where there might need to be a change or care package review, or identify that a person may simply need a reassurance call.
In this session we will hear from council colleagues and show how data from across the services - which are contacting 100s/1000s of people every week - is used:
- Understanding the data, reporting methodology and alert mechanisms
- Prioritising responses
- How internal processes have adapted to respond to the call data
- Changes in commissioning practice and contract management
- Triaging for proportionate reviews
- Improvement in equipment returns and equipment prescribing
- How the data has been used in CQC inspection
The webinar will also be an opportunity to ask questions and understand the impact of automated telephony across a range of ASC services from the front door to Reablement, annual reviews, community loan equipment and general satisfaction surveys.
This session will be recorded, so even if you can’t make the date/time, please register and we can share the recording following the session.
This session is for local authority colleagues only.
More information here: https://cc2i.org.uk/contactandconnect/