Action learning sets to facilitate the delivery of outcomes-based services (NToW4)
Background
Health and social care is increasingly moving towards outcomes-based services. An 'outcome' describes the measurable impact of the service on a person's life. Every individual has different needs and goals and an outcomes-based service places these at the heart of its delivery, rather than using a 'one size fits all' approach.
This represents a major shift in the way services are designed, commissioned, delivered and evaluated. Action learning sets are a useful tool which can encourage and support such a change. During the process, key personnel gather together to discuss, plan and problem-solve pertinent issues.
Aims/Objectives
The aim of this project was to work with staff at Bracknell Forrest Social Services, introducing the action learning set process to help them move towards outcomes-based services. In addition, the project would evaluate the action learning set process in order to design a flexible model which could be used throughout the country, across a range of different service areas.
Working in partnership with Bracknell Forrest Borough Council (BFBC), six facilitated sessions were planned with key personnel to form a learning set. The aim of this learning set was to support members in developing and implementing an outcomes-based approach in their service. An independent researcher would contact participants in between sessions to gain feedback which would help to shape future sessions. Finally, work would be completed to evaluate the process.
What happened?
Time was spent with the BFBC project manager to establish their needs, expectations and the practicalities involved in launching an action learning set. Key participants were identified, who then met together over a six month period.
It became apparent that a series of facilitated workshops would be of most use to the participants. These workshops featured outside expertise, from people already working in outcomes-based services and provided a forum to address areas of concern and plan future activity.
During the workshops it became increasingly clear that organisations need a practical toolkit of ideas and resources to help them deliver outcomes-based services. The initial plan was therefore adjusted in order to design and build this toolkit.
Outcomes
The facilitated workshop format helped participants to learn and think about, the practicalities of outcomes-based services. The project highlighted the factors required to deliver outcomes-based services.
In addition, a toolkit of ideas and resources was created to help managers across the care sector facilitate the organisational and personal change necessary to deliver outcomes-based services.
Impact on workforce development and how you can use the learning
The project identified that whilst a plan or timetable of activities can be initiated at a senior level, it works best when everyone involved has contributed to its design and development.
By introducing concepts such as a solution focused approach; change and innovation; and reflective practice, the workshops were able to support the idea that change doesn't have to mean insecurity for those involved but can be regarded instead as a positive and flexible approach.
Additional material
NToW4 - Action learning sets report April 2008
NToW4 - Action learning sets key success factors & innovative features
NToW4 - Acheiving change in social care guide
NToW4 - An outcome based approach to domicilary care
Outcomes focused services for older people
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