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Systems Thinking in Adult Social Care: How Focusing on a Customer’s Purpose Leads to Better Services for the Vulnerable in Society and Enhances Efficiency

In: Systems Thinking: From Heresy to Practice

Author

Listed:
  • Brendan O’Donovan

Abstract

This chapter documents the application of systems thinking methods to an English local authority Adult Social Care department. The author shows how the perception of large demand for scarce social care resources leads councils to screen out many of the applicants for this service through the strict application of eligibility criteria. A systems analysis shows the inefficiency of this approach: many of the users are later found to require a more expensive service once their condition has deteriorated sufficiently to be eligible. By redefining the purpose of this service and refocusing on doing what matters to the end user and ensuring it is done right-first-time, the social workers in the system are enabled to experiment with new methods of providing the service. The results from before and after the experiment are then examined, showing both cost savings and improved operational measures for service delivery.

Suggested Citation

  • Brendan O’Donovan, 2011. "Systems Thinking in Adult Social Care: How Focusing on a Customer’s Purpose Leads to Better Services for the Vulnerable in Society and Enhances Efficiency," Palgrave Macmillan Books, in: Keivan Zokaei & John Seddon & Brendan O’Donovan (ed.), Systems Thinking: From Heresy to Practice, chapter 3, pages 40-66, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-29922-1_3
    DOI: 10.1057/9780230299221_3
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