New 24/7 online service will signpost residents to the care they need – and help them to help themselves

User-friendly online services are being launched to give residents, their families and carers 24/7 access to care services in Stoke-on-Trent and immediate opportunities to help themselves.

Bettercare Support is an easy-to-use online questionnaire which identifies a range of day-to-day support needs.

That information will be used to direct users to specific community services to help maintain independence and improve quality of life, or through to adult social care as a direct referral.

The new service – which launches on Monday, December 9, 2024 – replaces the need to make phone calls, or wait in queues or for face-to-face meetings, and will streamline the whole referral process.

It’s simple to register and very secure, so residents can complete the questionnaire themselves, or can get help from relatives, neighbours or friends.

The platform is being used to support referrals by other local authorities around the UK –  but only Stoke-on-Trent City Council is using it to signpost people to the tailored solutions which meet their needs.

It includes short, easy-to-understand videos, available in multiple languages, to guide people through the process.

The questionnaire helps to quickly identify areas where a resident might need support, including:

• eating and drinking

• personal hygiene and appearance

• using the toilet

• getting dressed and choosing what clothes to wear

• staying safe at home

• keeping your home clean and comfortable

• your day-to-day relationships with family and friends

• accessing and taking part in work, training, education or volunteering

• using your local shops, leisure facilities and public services

Another questionnaire, the Finance Self-assessment Portal, will give service users an indication of whether they need to contribute towards their care based on their financial circumstances and indicate how much that is likely to be. be.

Both of these portals are available at a short web address: www.stoke.gov.uk/supportforadults

If a resident doesn’t qualify for financial support or adult social care services, Bettercare Support will signpost them to help and support that they can access or buy for themselves.

Councillor Duncan Walker, Stoke-on-Trent’s cabinet member for adult services, said: “This is a user-friendly and speedy self-assessment which analyses people’s needs and either sends their details directly to someone who can help, or signposts them to other sources of support.

“We’re making it easier for residents to assess and refer themselves, or to do it with help from their families, friends and neighbours.

“It might be that the help they need is available from technology like apps or digital assistants, in their community, or from the voluntary sector and can be accessed immediately.

“Stoke-on-Trent is leading the way in helping residents live independently for longer by accessing the services they need, wherever and however that might be.

“The assessment service available 24/7. No-one will have to wait to get through and the information provided will go straight to the portals who are there to help.”

The public-facing portals come hot on the heels of a similar service which was launched for emergency services, voluntary sector, health and care professionals last month.

Thousands of referrals are already reaching adult social care services through the new streamlined 24/7 service.