At a Glance…
Peopletoo helped to address key issues in the Adult Social Care (ASC) pathway, including long waiting times, workforce shortages, and inefficient processes, by co-designing a new Target Operating Model (TOM) with staff to streamline services and improve outcomes. Within it’s first three months, the TOM has reduced waiting lists and times, reduced the number of cases progressing at the front door and the number of new care packages starting each month across ASC, thus demonstrating opportunities to reduce care costs and optimise staffing levels.
The Challenge
Through diagnostic work and engagement across the ASC pathway, several key issues were identified, including long waiting times for assessments and reviews, workforce shortages, and an overly complex, fragmented system. Frequent hand-offs between teams and resource-driven friction result in delays, while inefficient processes wasted practitioners’ time. Additionally, staff felt that changes are imposed without clear rationale, and the environment hindered effective cost management.
Our Approach & Delivery
In response to the significant challenges, it was proposed that a new TOM would be the most effective solution to improve the system and ensure workforce sufficiency. Peopletoo embarked on a collaborative process to co-design both the vision and the model to enhance outcomes. Extensive staff engagement resulted in the development of key elements, including a demand modelling tool, a streamlined customer journey, a revised front-door approach with the goal of providing the right support first time, and a new operating structure with a revised skill mix. Additional components include a practice and competency framework, a skills-driven learning and development plan, a performance framework, and detailed implementation plans to drive system and process changes.
Outcomes Achieved
The implementation of the TOM has brought improvements, improved outcomes and cost savings by:
The TOM will also drive greater efficiency and performance through a shared understanding and better management of performance measures and ensure better alignment of priorities through structural changes.
