Appendix 3 – Response to Recommendations
Since the production of the initial version of this report a number of steps have been taken in response to the recommendations made. Details relating to actions that have been undertaken are summarised below.
Streamlining of Back-Office Functions
There are currently no plans to make substantial changes to the delivery of call handling services during the lifecycle of the pilot. However as part of broader strategic reviews taking place across Scottish Government, consideration of the future provision of health and work related advice line services are currently taking place. Findings from the Health & Work Support pilot, including from the Interim Evaluation report, are feeding into this process.
Issues Regarding Data Gathering Across the Service
Since the production of this report the entire data collection process for the pilot has been reviewed and revised in order to both, streamline data collection as well as to ensure consistency of collection across the service.
In addition both pilot areas have prioritised improving discharge information as part of structured improvement projects which the service is undertaking under guidance from a Scottish Government Improvement Advisor.
Complexity of Client Presentation and Service Performance Targets
Subsequent to the initial production of this report a review was undertaken of the current target set for the pilot. The review findings as well as recommendation for a revised target was presented to the DWP’s Work and Health Unit Delivery Board which accepted the recommendation. The target set for year two of pilot has therefore been revised down to a range between 2,250 and 2,500 (resulting in an overall pilot target of 3,596 to 3,864 across the life of the pilot). This recommendation was based on consideration of three key factors:
- Baseline performance
- Sample Sizes Required for further evaluation
- Staff capacity
In addition to the above, both pilot areas are continuing to test innovative ways to support clients with complex mental health conditions. Examples include exploring the potential of group sessions, using peer volunteers, Wellness Recovery Action Plan (WRAP) facilitators and capping caseloads for selected Case Managers. Counselling provision has also been increased to help meet demand.
Clarification of Case Manager Role
Discussions have been held within the Scottish Government’s national pilot team and with local pilot leads regarding the Case Manager role however no formal decisions have been made regarding changes. It is unlikely that any substantial changes will be made during the lifecycle of the pilot however further clarification of the role as well as determination of its impact will form part of the next phase of the evaluation. Findings from this will be synthesised with the existing evidence base in order to determine how best to develop the role with regards to future service delivery.
Other areas of interest identified throughout the report will also be further explored during the remainder of the pilot, including via the next two stages of the evaluation process.