Our new ways of working

Some frequently asked questions

For some time now we have been developing a new way of providing services to people needing social care support in Devon. We want to make it quicker and easier for people to contact us, for us to understand what they need, and to receive the support they are eligible for.  

We want to create a smooth pathway to care that will improve a customer's experience when seeking help from Social and Health Care services

How we propose that this will work:

Most people begin their journey with a telephone call, over 80% of people contact us this way.  All first point of contact calls, (That is people who are not already receiving a service from us), will be answered promptly and efficiently by specially trained staff at our

Customer Services Centre (CSC)

The Care Advisers there will try to help by

• Answering your queries and suggesting solutions to simple problems
• Signposting to other statutory or voluntary services
• Providing simple services such as disabled parking badges
• Offering to check your benefits with you to make sure you are claiming all that you may be entitled to

If you need a more detailed assessment of your needs, the CSC will note the relevant information and transfer the call to a member of the new

Care Direct Plus Teams (CDPlus).

Here we will complete a full assessment of your needs with you over the telephone and, if you are eligible for our support, services can be set up immediately.  The team will also undertake regular reviews of services, where these can safely be completed by telephone

Complex Care

If your needs are more complex and you need a face to face visit your details will be passed to a multi-disciplinary team made up of staff from A&CS, Devon Primary Care Trust and Devon Partnership Trust. working together from a community base near where you live. Map showing main towns and areas (3.17MB - pdf help)

There will be 23 complex care teams spread across 16 clusters.
Staff there will be equipped with mobile technology to complete electronic forms with you in your home and can share information between agencies so you will not be asked to repeat your basic information more than once. There will be specialist services, for example, sensory workers, whose advice will be sought when needed. A care plan will be agreed with you and appropriate services quickly set up to support you and ensure your safety.

How you will benefit:

• An improved customer experience, with quicker ‘switch on’ of services
• Reduced waiting lists
• A more consistent high quality service across Devon
• Better-managed customer reviews
• More effective multi-agency working