People and processesChange ManagementMaking profound cultural change in social care

Making profound cultural change in social care

Sue Grace, Director of Customer and Digital Services at Cambridgeshire County Council and Peterborough City Council, explains how a new case management IT system, for staff supporting vulnerable adults and adults with learning disabilities, has contributed to cultural change and transformed the working practices of the 800 social care staff in Cambridgeshire.

At Cambridgeshire County Council, we identified the need to strengthen our care pathway for vulnerable adults. We also identified that to do this we had to have an IT system that supported our new ways of working.

But with change comes disruption, significant investment, and a great deal of extra work for all involved. This can create a level of resistance, or at the very least, hesitance to try something new. So how do you inspire a team to get on board?

Attitudes are key

In Cambridgeshire, attitudes to incoming technology are instrumental to the success of transformation. As we know, IT is fundamental to everything we do, but if it hinders the way we work because it isn’t intuitive, or because it’s clunky or requires repetitive tasks, then we all get very frustrated. And, let’s be honest, frontline workers just haven’t got the time to waste on ineffective technology. The previous case management system at Cambridgeshire was no longer fit for purpose, so our teams were eager for change.

In October 2018, our Adult Services’ preventative and social work teams went live with Servelec’s Mosaic case management system. This enables social care staff to adopt best practice business processes, including simplifying the recording and monitoring of the customer journeys between various teams; enabling them to better manage their community’s social care needs. Frontline staff, including social workers, now have a clearer online view of the care pathways of those they are supporting, and the system enables clearer, faster and secure communication between teams.

This is really making a difference to our frontline workers. They are inspired and excited by the breadth of the capabilities of this new system and the time it’s saving them. Over the coming months we will be migrating all our Adults Services’ financial data into the same system, so activity and finance can be viewed together in one place.

Through this new system we are already benefitting from improved access to core, real-time data. This will be significantly enhanced when we ‘go-live’ with the Mosaic finance module across all of our work by May 2019.

System for the system

In the future we want to extend the use of this system across more teams, including our partners, and look at how this system can be accessed more effectively through mobile devices. We are pleased that this new system offers the opportunity to make links between social care data and summary health records for those we are supporting. This interoperability between key systems is something we would like to develop with our partners and with our IT system suppliers.

We moved into phase two development from November 2018, working alongside the Council’s broader digital vision. Future developments include:

  • Mobile working – enabling workers to spend less time in the office and more time in the field.
  • Portals – shifting communication, engagement and transactions to lower-cost and more effective digital channels.
  • Multi-systems integration – providing workers with greater, richer and real time critical data.

The ability to facilitate working smarter by using one system to its maximum potential is helping us achieve our target of transforming the effectiveness of our 800-strong social care workforce.

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