DIGITAL SERVICES CAN NO LONGER BE SEEN AS AN ‘ADD ON’ TO EXISTING PROCESSES. PROCESSES NEED TO BE REDESIGNED AROUND THE DIGITAL OFFER.
Local authorities are looking to end-to-end digital systems that seamlessly support the individual through their support needs and helps them identify the right support. The ambition needs to remain that processes within the local authority, health services and voluntary sector should be redesigned around a shared digital platform.
Digital provides a way to bring together silo based traditional and paper-based systems.
Referrals should be made through a single online point of access.
The healthcare workforce (from GPs to care navigators to social workers) should use the same system to make sure that it is embedded into their day-to-day work.
In addition, the digital offer should use technology, such as geotagging, notifications and reminders to help the user experience the offer in ‘real time’. For example (if users consent and opt in just like with many phone apps), it can use geotagging to promote what’s happening at that time as the user moves around their community to promote opportunities to engage with community services which support health and wellbeing.
The digital offer should be at the heart of the care and support system across the local area – it should drive both automated processes as well as human-led processes.
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* What is next practice?
Next practice’ is a commitment to a process not an end product. In moving from ‘best practice’ to ‘next practice’ we acknowledge that the best solutions come from development, not imposition. It is a process of development that never stops.