Agenda
- Introductions
- Understanding of the challenge
- Questions regarding the project
Minutes
- Introductions with Sue; Sue is the digital product manager for Kingston
- Problem statement
- Connected Kingston is funded and partly run by council; they want a stronger connection
- Working on user journeys to move people from council website to Connected Kingston
- Crisis in mental health / adult social care since Covid; accessing support from council People can waste time if they can’t get to the right help immediately
- They want to integrate the information right for you (going to either site) so people get the right information immediately
- Age/digital literacy is part of the channel bias (phone/computer) but big proportion that is phoning that could use the website but don’t
- User research shows residents think their situation is unique; they want a solution tailored to them; the website doesn’t understand their set of circumstances; they are very worried and have never been in X situation before and think it is very complex; worried about getting it wrong
- Most people calling are carers for people with issues; dealing with relatives/carers/friends of people who need help
- Professional referrals also go through call centre; nurses/GPs/housing team (even internal)
- People want to double-check for certain (example: ‘I don’t really need to pay for my care’)
- Lots of people chasing up social workers
- Their data is fractured / not collected super well; screenshot 1; Puzzel
We can’t break down the category of caller (citizen, internal, etc)
Access team (2-3 specialists) triages
bottom left OT = occupational therapy; OT referral vs. contacting OT (can’t differentiate)
top right = mental health
adult safeguarding is a vague category
new referral by professional/non-professional is a new category; only some new data
- Questions
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Demographic of people calling / issues people call about? this is covered above
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How many calls coming? People available? …? They can probably find this data. She will try to find ‘call volume’ and ‘topic’ for us. Also difficult to categorise calls, multitude of issues, e.g. funnelled through housing (primary reason) and then need another issue. Call centre is not understanding importance of this data capture - leads to poor quality data for us.
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Story behind CK. Connected Kingston relaunched about 10 days ago - upgraded site. SPA. No SEO work. Non digital team purchased product from digital agency - didn’t provide the right service - didn’t do due digilence. Caveats on SEO - Sue doesn’t think the website is good - no governance around managing content being uploaded to the website - 3rd parties and charities submit data. Poor internal search. (first result for weight loss => bereavement service) The information is good, but we need to surface it better. People come to social care with usually more than one problem, though they might only triage one issue at a start - when they reach a crisis point for example. Lonely, poor, house unsuitable — needs OT, etc. ‘Complex picture of a person.’
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Arrangement with Connected Kingston Website is owned by public health in Kingston; built by a third party agency; Kingston voluntary action manages voluntary organisations that put data in, coordinating data to come in to the website Public health use it as a marketing tool No digital expertise except for the agency that created the website
We have edit rights to the website - structural parts are not something we can edit - have to go to the agency.
Keep in mind that council is cash-strapped. Platform that Connected Kingston is built on is shared across councils, Kingston’s is customised in look and feel. They have to agree with all five councils on the backlog - to add new features, etc to the website.
Sue wants to combine the council website and the Connected Kingston website.
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Can we have website analytics? Most commonly visited topics/clicks? Number 1 search term on CK is loneliness. Things that go into adult social care resources: shopping, housing, equipment Ballpark of questions that you don’t need to call a social worker for but we should provide resources to for people to find themselves:
How to choose a carer? Do you need to pay? How do you know it is a safe option? How to put in a railing in mother’s house?
Social prescribers: initiative started in GP practices; most have these; GPs were being swamped with social care problems, benefits, housing; GP is an open door; non-medical issues are referred to prescriber; the point of contact that knows about services in community and can recommend them to people coming in -> to put them in touch with them
Sue wants a digital social prescriber
- What is the easiest social thing to prescribe/book? That is often called for? No statistical data. Example: Worried about mum falling / don’t want to fall again => number of solutions: fall prevention service in the community; equipment you can get; fitness classes Example: Can’t prepare food => shopping service; equipment for food; taxi service to go to the supermarket
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