Citizen Advisors - Turning Point

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Turning Point Connected Care Report 40 design, and efforts need to be made to inform all agencies of the service so as to avoid this. 7.2 Future work The recommendations above set out a vision for community-led Citizen Advisor services and they capture a new approach to service delivery that is not ‘service’ focused but ‘people’ focused. The recommendations propose that Citizen Advisors are recruited from and based in the heart of their local communities. They should operate at the interface between primary care and the community, with a remit to provide a joined up approach to multiple challenges and remove layers of bureaucracy, not add to it. Whilst there are a number of examples across the UK of initiatives that have included some form of Citizen Advisor, the evidence base to support their effectiveness and their future implementation needs to be strengthened. Few of the examples discussed in this review have been fully evaluated, and of those that have, several adopted a qualitative methodology which suggests the main benefits include; improved quality of life, the provision of practical support leading to greater independence, a sense of empowerment and the development of trusting relationships with the workers themselves. However, as Hudson (2010) comments in his review of Local Area Coordination, “the evaluators were unable to be sure that these positive changes had come about because of LAC per se, as opposed to the commitment and support of the dedicated workers.” There is therefore a clear need to develop a robust evaluation tool in order to assess and appraise the process and outcomes of delivering service navigation. Outcomes need to be agreed, understood and supported at every level and evaluation should be put in place at the start so that learning can be shared. In turn, this will help contribute to the development of an evidence base surrounding the benefits of the Citizen Advisor model.
Turning Point Connected Care Report 41 Appendices Appendix 1 - Bibliography Anderson, J and Larke, S (2009) The Sooke Navigator project: using community resources and research to improve local service for mental health and addictions. Mental Health in Family Medicine. Vol 6: 21-28 Bartnik, E and Psaila-Savona, S (2003) Review of the Local Area Coordination Program: Western Australia Callaghan, G and Duggan, S (2008) Report on the Evaluation of the Connected Care Audit. Durham University Chenoweth, L and Stehlik, D (2002) Building the capacity of individuals, families and communities: Evaluation of the Local Area Coordination program. Conservative party (2010) Building a Big Society. Department of Health (2006) Our Health, Our Care, Our Say: A new direction for community services. Department of Health (2009) Your Health, Your Way: A guide to long term conditions and self care. Department of Health (2010) Improving Care and Saving Money: Learning the lessons on prevention and early intervention for older people. HM Government (2010) Building the National Care Service. London: The Stationery Office Hudson, B (2010) Local Area Coordination and Neighbourhood Development: A review of the evidence base. Klee, D, Robertson, G and Archibald, A (2007) Promoting independence and well-being: Learning the lessons from the pilots. Care Services Improvement Partnership Matrix (2009) ACE Evaluation Interim Report. Care Services Improvement Partnership nef and NESTA (2010) Right Here, Right Now: Taking co-production into the mainstream. London: NESTA Rankin, J and Regan, S (2004) Meeting Complex Needs: The future of social care. London: Ippr/Turning Point Scottish Human Services Trust (2005) South Ayrshire Local Area Coordination Evaluation.
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Citizen Advisors - Turning Point

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