EXPECTATIONS OF SERVICE QUALITY, WAITING TIMES AND ACCESS ARE HIGHER NOW THAN EVER.
Users of service are used to having access to the services and products that they need and want in almost ‘real time’.
Through companies such as Amazon or fast food delivery, people can order their product and service, and receive it the same day or the next day. This expectation has spread to local authorities and social care.
With the speed of development in technology, this expectation will continue to grow.
One way of managing this expectation is by being open and transparent in who can access the different services and support, what the ‘real time’ waiting lists are for each service and the costs.
By incorporating peer reviews and inspection outcomes into this mix, together with the quality assurance system outlined in Recommendation 4, users are able to manage their expectations and make choices based on transparent information.
The digital offer should be a place where users can access transparent, real time data about services and support to help them make choices, have control and manage their expectations.
Do you know of any examples of next practice*?
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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.