The challenge
Throughout the process, we came up against a number of challenges listed below, and overcame each one:
- Low client response rate: To test the efficiency of the service, Attenti mirrored internal methods originally before changing processes aimed at increasing return rates and total days taken. Return rates of forms increased by 120%, average days taken from forms being sent to payment set-up decreased by 5.4 days.
- Low digital engagement: Proactive communications to increase digital engagement. 98% increase is digital completion of financial assessment forms.
- System integration: Close collaboration with Haringey’s finance and commissioningteams aligned outputs with ContrOCC and LAS requirements.
- Cultural and language barriers: Interpreter services and culturally sensitive engagement strategies were deployed to improve communication. Attenti also hired FAO who were able to utilise the knowledge of additional languages to assist some residents.
- Efficient query resolution: Designated Attenti project team available to manage and resolve queries quickly that would have delayed form completion or put pressure on internal teams.
Haringey Council approached Attenti Consulting with need to:
- Clear their existing backlog of financial assessments
- Improve timeliness, return rate, and accuracy of assessments
- Increase collectability of debt profile
- Ensure compliance with the Care Act 2014 and local policy
The solution
Attenti Consulting was commissioned by Haringey Council to deliver a fully outsourced programme of adult social care financial assessments, completing 600 assessments for residents. This was an entirely outsourced service including not only the financial assessment aspect, but all administrative functions relating to contacting individuals, promoting engagement and the accurate completion of forms,uploading documents, and system related activity.
Attenti also took full responsibility of posting outcome letters to the residents. Our approach involved a seamless integration with the service combined with aspects designed to increase efficiency and effectiveness with huge focus on increasing the return rate for the programme. Involvement started at the contact of individuals firstly by phone, followed by letter or email, involved the on-site processing of forms, completion of the financial assessment, quality assurance, and notification.
Attenti piloted a number of process changes, monitoring their effect on return rate and accuracy
and adapting accordingly. This included:
• Various methods of reminders and prompts
• Promoting digital engagement where appropriate
• Providing timely validation of forms
• Use of digital tools to increase efficiency
• Analysis of different activity to determine the most effective methods
Results:
Following successful completion of the project, Haringey benefited from the below results:
- 695 assessments cleared from backlog
- 93% client first-time pass rate
- 120% increase in return rates after process changes introduced by Attenti
- 98% increase in forms returned electronically
- Individual approach towards specific service groups, increasing response rates
- 5.4-day average reduction in time from sending forms to payment setup
- Increased revenue collection
“Attenti’s team were professional, responsive, and fully embedded within our systems and ways of working. The insight they provided went beyond delivery – they supported our understanding of resident needs,
helped us improve communications, and left us with tangible recommendations to build on. I would highly recommend the services of Attenti Consulting, and we are looking to continue our commission with them to
support Haringey with a variety of work within this domain.”
Rebecca Cribb