Contacting for Support: Remodelling the front door

The Context

When people need support, the first time they contact social services is really important. When it goes well, it can be the first step to getting the support they need. It can also leave people feeling confused and frustrated. 

There are different terms used for these services across the four UK nations (e.g. ‘gateway’ or ‘single point of access’)- we mean the service where people first ask for information and access social (care) services.

A term used in some places around the UK is ‘Front Door’ Services, and some local authorities or councils have dedicated teams and services to ensure their ‘Front Doors’ into adult social care are welcoming and easy to use. As in any home, the ‘front door’ to adult social care services plays the important role of making the first impression and making people feel welcome when in need of help. The ‘front door’ is also the place where potential problems and needs are assessed in order to refer the person to services that can address those needs. 

There are however barriers people experience when trying to access the support they need to live good lives, and examples from across the UK where new ways of working have been used. IMPACT Networks are bringing together groups of people across the UK to explore and share evidence about the challenges and what might help people to find support.

IMPACT Network

Networks are meeting across the UK, coordinated by 

Discussion Materials

Before the first Network meeting, IMPACT carried out an evidence review of research, lived experience and practice knowledge and found:

  • Language used to describe the services that support people when they first contact social services vary- sometimes they are called ‘front doors’, ‘gateways’ or ‘single points of access’)- we mean the service where people first ask for information and access social (care) services. 
  • These services are really important- they make people feel welcome, identify issues and sometimes assess people’s needs. 
  • There are still challenges people face in accessing to adult social care services – there are sometimes delays leading to unmet need and inequalities
  • Three examples of different ways of working across the UK. 

This evidence review was used as ‘discussion material’ in the Networks, designed to spark conversation and ideas. It’s a helpful way to surface more evidence, with people in the Networks sharing their own practice knowledge and lived experience.

Discussion Materials 1 (DOCX, 621KB)
Discussion Materials 1 (PDF, 642KB)
Easy Read Discussion Materials 1 (DOCX, 38MB)

Network Meetings 1 and 2

During the first and second meetings, networks identified a number of challenges that people experience when trying to access support from adult social care for the first time

  • Misconceptions regarding social care: Many believe Adult Services are only for older adults, perceiving them as institutional or personal care rather than support for living better lives. These misunderstandings about the nature of Adult Services contribute to the perception that they focus on institutional care rather than enhancing people’s quality of life.
  • Lack of knowledge and self-Identification: There is a significant lack of awareness about the services available, particularly for younger disabled adults, resulting in underutilisation of support options. This, along with stigma, leads to carers experiencing shame in seeking help, further complicating access to necessary services.
  • Information overload: Excessive information can overwhelm and confuse individuals seeking help. This makes it difficult to discern relevant and accurate information.
  • Digital divides: The reliance on digital information and access can exclude individuals, particularly older adults who may favour traditional communication methods
  • Postcode lottery of navigating services/geographic variation: Services and experiences vary per location. This often highlights a “postcode lottery” effect, leading to unequal access and quality of care.
  • Complicated experiences and Difficulties In Accessing Services: The process of navigating social care services is often complex, requiring significant persistence from individuals who face multifaceted and challenging situations. Therefore, accessing services is often confusing and frustrating due to unclear entry points and contact information.
  • The transition from children’s to adult social care: Transitioning from children’s to adult social care is particularly challenging, due to gaps and inconsistencies in the process.
  • Data sharing barriers: Barriers to data sharing, such as GDPR, require individuals to repeatedly retell their personal stories, causing additional distress.
  • Repetitive explanations and fragmented services: The use of different terms across services further complicates understanding. Such issues lead to lack of cohesive care. Individuals frequently need to repeat their story to multiple professionals, leading to frustration. Additionally, there is lack of trust and transparency, leading to people feeling uncertain about how their information is managed.
  • Need for coordination among disciplines: There is a need for better understanding and coordination among disciplines. Services and community efforts are being diluted, and the front door model must address these significant issues.
  • Higher standards of care in hospitals: Hospital settings often provide higher standards of care and better outcomes. To effectively address disability and long-term conditions, services need to be redistributed and specialised within the community as well.
  • Workforce and funding issues: High staff turnover, shortages, and inadequate training contribute to service gaps and inefficiencies. Funding limitations and systemic issues create further challenges, as insufficient resources prevent good care provision. Such differences in funding objectives and policies highlight the need for government policies that facilitate integration and collaboration.

The Networks also identified a series of areas where change would make the most impact:

  • Empowerment through connections: Establishing community hubs in local areas can facilitate connections with people, experiences, and resources, empowering individuals to make informed decisions about their lives.
  • Community Events: Organising enjoyable events can foster community engagement and conversations, with a focus on combining expertise from families, carers and professionals.
  • Awareness-raising and signposting: Using community spaces like supermarkets and pharmacies can ameliorate awareness of available support services.
  • Digital options: Providing online and phone access alongside traditional methods caters to the needs of diverse users.
  • Integrated Communication: A more integrated approach, such as combining letters with information on available support, can improve communication effectiveness.
  • Effective communication: A good communication strategy is essential for successful community engagement and service provision.
  • Joined-up care: Collaboration between different service providers is necessary for cohesive and effective care delivery.
  • Improving dissemination: Leveraging online platforms to disseminate information effectively ensures accessibility and clarity for users
  • Forward planning for transition: Implementing forward planning from a young age can help individuals feel more connected and prepared for life changes.
  • Approaches tailored to individual needs: Personalising services according to individual preferences offers more effective care provision.
  • In-person third spaces: Using shared spaces like community libraries can facilitate face-to-face contact and reduce anxiety associated with seeking social care.
  • Sensitively engaging with people: Targeted offers and sensitive approaches can support individuals, such as bereaved carers re-entering the workforce.
  • Consideration of lived experiences: Involving user perspectives in service design and improvement is crucial for understanding needs and enhancing services.
  • Emphasis on human rights and ethical considerations: Respecting individuals’ dignity and agency is fundamental in all aspects of care provision.
  • Investment in workforce and funding: Adequate staffing, training, and development opportunities are essential for quality service provision.
  • Positive Pathways to the front door: Creating positive pathways through empowerment, community engagement, and effective communication channels.
  • Better Collaborations: Strengthening collaboration among stakeholders through awareness-raising, integrated communication and joined-up care
  • efforts.

Key learnings and some successes of the networks

One of the main successes of the networks on this topic was that people with lived experience, carers, commissioners, Local Authorities, volunteer organisations, advocates and professionals discussed what were the main issues about the Front Door, with the aim to improve access to social care services.

Similarities and differences

Seeing similarities between service users and staff issues allowed for shared empathy between attendees

“we can understand you are up against it…”.

Service user

“if we are finding it difficult, we can imagine how difficult you must be finding it…we are trying to ease the frustration people are feeling, sometimes we are just as frustrated as you are but we do care”.

Staff

Actions for change

It also allowed new learnings that led to actions for change:

Lack of clarity of what is ‘front door’ – if people don’t know ‘what it is’ or ‘how to call this service’, how they can access and use it. This first point was highlighted throughout the four local network meetings and across the four UK nations, and it resonates with the initial evidence review on the topic.

The term ‘front door’ isn’t universally known and understood outside of the organisation itself – it is a professional term for the first point of contact with adult social care. In particular the Local Authorities involved in the network reported to now have a better understanding that their language and approach wasn’t as effective as they thought, and to help the participants understand the LA processes.

“More than expected. Working together with Commissioners, Carers, VCSE Organisations for 3 hours at a time four times looking at a single issue was excellent”

IMPACT Network Coordinator

Defining assessment

The use of the term ‘assessment’ should be changed – participants in the network reported it as a ‘frightening word’ which stops people from asking for information and services. It was suggested to change the name of the process – especially for carers.

Increased responsiveness

Feedback from several of the networks was that the “front door” needs to be responsive to the needs of the region and population – this has sparked several action plan actions across the local networks to include more data collection on the local population, and involving the local people in the process to ensure it adequately meets their needs.

Guide and Resources
Networks