Challenges in delivering personalised support to people with multiple and complex needs: qualitative study.

Challenges in delivering personalised support to people with multiple and complex needs: qualitative study. J Interprof Care. 2018 Dec 10;:1-10 Authors: Neale J, Parkman T, Strang J Abstract Personalisation involves placing service users at the centre of service provision to ensure that the support they receive meets their individual needs, hopes and goals. This paper focuses on a programme delivering personalised support to people with multiple and complex needs ('beneficiaries'). Each beneficiary received a tailored package of support and a £12,000 personal budget. Despite being well-resourced, the programme struggled to recruit and retain beneficiaries. The aim of this paper is to identify the challenges encountered and to share learning. Repeat semi-structured interviews (n = 56) were conducted with beneficiaries, programme workers and external partners. Interviews were audio recorded, transcribed, coded and analysed via Iterative Categorization. Five categories of challenge were identified: 1. poor understanding of the programme; 2. the characteristics and needs of beneficiaries and programme workers; 3. lack of clarity regarding who owned and controlled the budget; 4. strained interprofessional relationships; and 5. excessive bureaucracy combined with difficulties establishing programme outcomes. Findings illustrate how the delivery of person-centred support is compromised by interacting individual, organisational, and syste...
Source: Journal of Interprofessional Care - Category: Health Management Tags: J Interprof Care Source Type: research