Contact&Connect - Supporting everyone in Adult Social Care
Powered by Voicescape
WHAT IS CONTACT&CONNECT?
Contact&Connect is a Multi Channel Communications Platform driving regular, planned service user engagement around a range of adult social care services, using automated telephony and texts. The service currently supports post reablement contact, community loan equipment recalls, 90 day reporting and more.
This highly configurable platform allows adult social care teams to engage with service users and identify where there is an issue and address it before it becomes a crisis. Whether supporting people coming out of reablement or carers, driving equipment returns or engaging with service users around their review process and wider satisfaction questions, teams can automate Contact&Connect to generate the responses required to then prioritise responses or report on services.Â
FEATURES & BENEFITS
Ability to contact hundreds/thousands of customers on a weekly basis to identify and prioritise responses to those most in need
Ability to support any ASC service with high resource demands
Ability to schedule calls & messages based on service/users/staff availability
Supporting the ‘ongoing conversation’ with clients around their care & support needs
Bespoke scripting using conditional questioning alongside ability to broadcast information
Active signposting to information & community services based on need
Fully managed and hosted service using proven technologyÂ
Simple user interface, data upload & export capabilities
Data to support local ASC strategy & decision makingÂ
Reducing the burden on the front door, OTs & ASC teams
Reducing presentation back to primary care & acute settings
HOW CONTACT&CONNECT HAS IMPACTED SUNDERLAND CITY COUNCIL
11,229
ESTIMATED ITEMS RETURNED
1,436
PEOPLE WHO MAY HAVE RETURNED TO PRIMARY CARE SETTING, HAD A FALL OR HIT CRISIS
Tracking and restocking community loan equipment is complicated and costly. Whilst many of the larger items are returned once they are no longer needed, thousands of smaller items never come back into the system – at significant cost to the council and their health and care partners. Around 50% of all equipment loaned by Sunderland to support reablement or rehabilitation is not returned; this equates to around 25,000 items per annum. The cost of unreturned items for Sunderland alone, is in excess of £1.5 million pa. Of course, thousands of these items will still be needed for long term support, but many are not being used and others will no longer be required. With 100 people being loaned new equipment every week and the added complexity of single use or multiple item loans, Sunderland worked as part of a council collaboration to deploy automated telephony to support the tracking, recovery and refurbishment of community loan equipment, and have seen consistently fantastic results, showcasing the effectiveness of their service since its inception.
£1,176,764.31
VALUE OF ITEMS RETURNED
2,709
PEOPLE NO LONGER HAVE EQUIPMENT
CURRENT SERVICES
- Community Loan Equipment
- Reablement
- CQC Inspection Framework
- 90 Day Reporting
- Annual Reviews
- Wheelchairs
- Unpaid Carer
- Financial Assessment
POTENTIAL SERVICES
- Assessment Tracking
- Initial Contact
- Appointment Reminders
- Wellbeing Checks
- Rehabilitation
- Intermediate Care
- Telecare Support
- Learning Disabilities
“CC2i have been very easy to work with and have helped us redesign our internal processes, strengthen collaboration with our equipment provider, and embed an understanding in the workforce of what impact the return of equipment can have on the service. The quality of information we receive, the early identification of broken or unsafe equipment, and the sheer efficiency of the system have all contributed to safer outcomes for residents and more sustainable service delivery. This collaboration has genuinely improved our operational resilience and has become a key part of how we deliver a responsible, preventative, and person‑centred loaned community equipment services in Medway.”
Medway Council
TECHNICAL PARTNER
Voicescape is a public service focused software company that helps to improve the quality of conversations ‘at scale’, utilising an automated telephony platform to mass deliver calls and texts to thousands of people, covering a number of services such as rent collection, property compliance, and many more.
With the large number of calls made a day by many public sector organisations, Voicescape replaces that manual effort with a fully customisable platform that provides crucial behavioural insight and gives back valuable time to help teams prioritise their efforts where it’s needed the most.
