Welcome Conference on Accessibility: Ensuring people can access the - - PowerPoint PPT Presentation
Welcome Conference on Accessibility: Ensuring people can access the advice they need 8 th February 2018 The Advice Dorset Partnership exists to ensure that the people using advice services in Dorset can access the right advice when they need
Conference on Accessibility:
Ensuring people can access the advice they need
8th February 2018
The Advice Dorset Partnership exists to ensure that the people using advice services in Dorset can access the right advice when they need it. We work together, providing the voice of the advice sector to influence decision-making and supporting organisations to deliver quality advice
right advice when they need it
the advice they need
partners maximizing their ability to participate and contribute
embedding accountability and value for money
Table talk - introductions/problems/solutions All
Introduction to the day Caroline Buxton
Ethnic minority perspective
Introduction to Snapshots Tina Barton
Digital - Routes to inclusion, Superfast Dorset Penny Syddall - DCC Transport - Integrated Transport Services program Matthew Piles - DCC Accessing Services - Ethnic minority perspective Nathalie Sherring – DREC Alan Marshall – Bournemouth Interpreter
Skills within the last 3 months?
significantly?
What we’re doing about it
Active DCs 23 DCs In Progress 9 DCs Interested 20
Active DCs Data Checked this year
3% Facebook Member? 59%
Possible DCs for current Campaign
29 Inactive DCs 9 Archived DCs 67 DC Applications cancelled 14
Active DCs Data Checked previous year
75% Regular Activity Reports? 48% DCs with an incomplete record 13%
Analysing Dorset’s offline population
The difference we’re making
DC Reporting Partner Reporting Project Reporting Basic Digital Skills Framewor k
UK statistics Local statistics
Citizens Online Governmen t Reports Commercial Reports
Good Things Foundatio n
Exclusion Heat Maps
Tech Partnershi p Citizens Online
MOSAIC
SE by ward
How digitally skilled are we?
BDS Diagnostic Tool BDS Challenge
Full Benchmarkin g project
NAME Households Digitally_excluded Percentage of digitally excluded HH Littlemoor Ward Weymouth & Portland 1496 1151 77% Grange Ward Christchurch 2051 1253 61% Westham East Ward Weymouth & Portland 1862 910 49% Melcombe Regis Ward Weymouth & Portland 3061 1463 48% Blandford Old Town Ward North Dorset 1219 573 47% Westham North Ward Weymouth & Portland 2326 1079 46% Underhill Ward Weymouth & Portland 1734 776 45% Highcliffe Ward Christchurch 2091 845 40% Sherborne West Ward West Dorset 1988 756 38%
98 Wards
Matthew Piles Service Director - Economy
Local Authority perspective
Integrate wherever possible, examples include:
Advice to communities Area integration Bulk purchase Communication with Gov agencies Contract management Eligibility Financial management Fleet management Safety and compliance Independent Travel Training Infrastructure Network design Procurement Publicity and promotion Local Bus Services
Community Transport National Bus Pass Rail Park & Ride Child Social Care Adult Social Care Education Transport DWP Employers Academies Free Schools Further Education Colleges CCGs Acute Hospital Trusts CHC funded
Dorset Integrated Transport Service
Employment
DCC Integrated Public Transport Commercial Bus Services DCC internal transport functions Voluntary Sector Other Local Authorities Education settings Health
decision making process
Biggest prize for better integration
ELI ELIGIB IBLE
Coo
and book
urney wit ith ac accr credited provider
ELI LIGIB IBLE
Book
urne ney via ia int nterface ce wit ith PT PTAS besp espoke book
sy syst stem
NOT ELIG ELIGIBLE
Infor nform req eque uester to to ma make conta tact t wit ith loca cal l CT T sche heme
GP requests Provider Trusts renal/oncology units Other requests (e.g. out of area)
PATIENT TR TRANSPORT ADVICE SE SERVICE (P (PTAS)
07 0700 – 18 1800 Monday to
Assesses eligibility for transport and books appropriate journeys through PTAS
Loca cal l Com
Transp sport contact ct poi
t will ill provide inf nfo, ad advice ce an and help elp book
alte ternati tive transp sport at at patient’s cost PT PTAS Pr Provider: FIRST CARE (0700 – 2359 dail ily) Jour Journey book
ing an and plannin ing funct ction
Con
firm el eligi igibili lity an and provide jou
uent t at attender car ar jou
ut of Area jour urne neys
enta tal l Hea ealt lth h Car (ou
side of PT PTAS)
Health care professional requests Patient direct requests Provider Trusts – including A&E
Matthew Piles Service Director - Economy
Nathalie Sherring – Dorset Race Equality Council
Trust Faith Not knowing the services Not understanding the concept of the service Pre-conceived ideas of service Immigration status Not being used to receive any help – fear of disturbing Awareness of the need Culture differences Language Other people’s assumptions
Dorset’s Language Profile Perception and Reality
What is the UK national % figure for BME? What is the Dorset figure? What is the percentage of white non-English speakers in Dorset? How many “other white” (Census category) are there in Bournemouth/Poole? What are the “top 5” ‘other languages’ spoken in the area? 19.5% 4.5% 1.8% What is the BME % for Bournemouth? And for Poole? B: 16% / P: 8% B: 13,000 / P: 5,800 Polish, Portuguese, Albanian, Arabic, Romanian
Dorset’s Language Profile Perception and Reality
Dorset county Dorset county Bournemouth Poole Poole Bournemouth
When a slice of the pie becomes a sliver Problems arise when you strive to deliver
Dorset’s Language Profile Perception and Reality
Hall A Digital – Routes to inclusion, Superfast Dorset Room 4 (upstairs) B Transport – Availability and limitation of services. Explore ‘what does good healthcare transport look like? Room 2 (upstairs) C Accessing Services - ethnic minority perspective
11:25am Attend chosen Focus group: 11:45pm Coffee/Tea
Group presentations and findings
12pm
Summary and issues
12:45pm
Lunch and networking
1pm
Afternoon presentations
1:35pm
Jake Moore Cyber crime unit, Dorset Police
Kay Wilson White
How our clients use the internet, the reasons some don’t do so and the challenges they face.
344 people
10 days in November
Current provision
“How can we help?”
Respondents with internet access Respondents without internet access Accessing digital support by phone Respondents needing personalised forms of assisted digital support due to a disability or long term health condition
3 out of 4 respondents had regular access to the internet at home or another convenient location.
Respondents with Internet Access
93% 71% 58% 57% 44% 6% 24% 34% 36% 47% 1% 5% 8% 8% 9% email banking shopping travel benefits/tax Categories of transaction % didn't say % not using internet for this % using internet for this category
“I always prefer to talk to people to have it explained to me.” “I prefer to see what I am buying.” “I have epilepsy and the screen causes seizures.” “Although I have broadband at the moment I do struggle to pay the monthly bills.”
Maureen a pensioner with a computer at home said she does not trust the security
concerned about the move to do everything on line.
In our study almost 1 in 4 respondents did not have regular access to the internet at home.
Of these, 4 out of 10 would like regular access.
“Can’t afford it and now my internet has been cut off.” “Not computer literate at the moment.” “Cost – Decorating and furniture more important.”
10 20 30 No permanent home Need to get a computer No internet connection Don't know how Cost Number of times the reason given
Frances aged 83, in poor health and a low income, has never learned IT skills and feels disinclined to acquire them at her time of life. When phoning, she is often told to go on line and she says people can be quite rude when she declines. One told her that they didn’t want to be bothered by people who wouldn’t. This makes her feel lonely, sad and
1 in 3 would like to know more about places in the community where you can access a computer for free Just over 1 in 4 would like to find
free courses to improve their computer skills
“I only have a mobile and I worry about how much hanging on the line for a long time might cost me.” “Kept waiting too long and very expensive.” “It is a nightmare trying to discuss ANY problems with automated machine messages and very expensive and time consuming.” “Too many automated levels to go through before speaking to someone.” “Understanding what they say or mean.” “Sometimes I can’t recognise some unaccustomed word and can’t recognise some accent. Sometimes they speak very fast.” “I get confused when they ask questions over the phone as they don’t always explain themselves clearly.”
5 10 15 20 Other Mental health issues Prefer face to face Issues with their phone Time on phone Hearing or speech problems Difficulty understanding what is… Frustrated by automated systems Cost Number of times reason given
“I have hearing problems and a persistent cough. I cannot understand them and they cannot understand me.” “I struggle with contact at times because of my mental health” “With my medical problems difficult to speak on the phone” “I find it difficult remembering things short term and cannot easily fill in forms on computers or on the phone” “My hearing is really poor – also they use words I don’t understand. I need face to face help. “I have anxiety so talking on the phone is sometimes difficult.”
Access Lacking confidence Frustrations with assisted digital Specific individual barriers Improve internet access Improve skills and knowledge Improve Assisted Digital Provide personalised alternatives
Kay Wilson-White randc@citizensadvicedorset.org.uk