Improving entry into services
Assessment is the key opportunity to engage individuals into treatment and is it is essential that the assessment experience is beneficial for the service users whilst also enabling an accurate assessment of risk and need.
Learning from service user feedback, complaints, incidents, death investigations and root cause analysis of serious incidents within CGL, we identified the following themes:
- More focus was given to the paperwork and processes than the person
- Service users often found the initial assessment overwhelming
- Over assessment resulted in service users not accessing the right pathways and disengaging after assessment
- Inconsistent identification and a lack of clear pathways prevented rapid access
- Local/regional variances in assessment tools and processes increased data collection requirements, diluted the ability to analyse the data and impacted negatively on the service user experience.
Aims and objectives
Our overarching objective was for CGL to provide the right services, to the right person, at the right time, in the right way.
To achieve this we put together a plan to review and improve the organisational approach to assessment and planning in line with CGL values and evidence based practice. Our aims were to
- Improve the service user experience and outcomes
- Better support practitioners in identifying and responding to service user risks and needs
- Enable early identification and management of service user risks
- Reduce disengagement, deaths and avoidable harm
- Reinforce assessment as an intervention itself
- Streamline the assessment process through creating efficiencies including paperless/paper light approaches
- Ensure a minimum organisational standard of care during assessment and planning.