Redesigning the ASC Front Door: Automated Telephony

Redesigning the ASC front door to better manage increasing demand is a complex task, working through the different processes and requirements to ensure the best journey for individuals, as well as making best use of staff and technology. Like many authorities, Sunderland has been redesigning their ASC front door, and as part of this have embedded automated telephony at key stages of the process.

Having used Contact&Connect - an ASC focused automated telephony and SMS platform - to successfully underpin a range of services from Reablement and Annual Reviews to driving the return of community loan equipment and wheelchair services, Sunderland is now using Contact&Connect to support their Front Door.

In the new design, there is a focus on shorter term care packages with a review at 6 weeks to inform whether a longer term package is then required. Automated calls go out to people at the 4 weeks mark, to inform their 6 week review. This ensures people are kept in touch with in a timely fashion, helps them prepare for the upcoming review and supports the review to be proportionate, informed and considered. Texts are also sent out to everyone who did not receive a care package, to check that they are managing, and have access to good quality ASC information and advice.

On this webinar colleagues from Sunderland will talk through their Front Door redesign, how the automated calls fit within the wider process map, what data they collect and how they use it to inform the process and ensure people are safe, well and managing to live independently at home.

Sunderland’s recent CQC inspection report referenced the use of automated telephony in ASC multiple times including in the ‘Ensuring quality of local services’ section:

“The local authority had commissioned and implemented an automated telephony app to expand its ongoing communication and feedback with customers. The automated call took place annually and supported the completion of the annual review. It also gathered feedback on the assessment and care planning process.”

As well as the ‘Continuous learning improvement & professional development section’:

“Staff told us that they felt listened to. They gave examples such as the Telephony App to demonstrate how the senior leadership team had listened to frontline workers about barriers and challenges to practice and then taken positive action to make improvements.”

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/