Service reviews

CLIENT: SUNNYFIELD INDEPENDENCE

Review of Housing and Support Services

Sunnyfield is a well-established non-government disability service provider for people who have an intellectual disability. In 2011, WestWood Spice was engaged to undertake a comprehensive independent review of all of Sunnyfield's Housing and Support services comprising 29 group homes, two congregate care facilities and a number of Independent Living services. The review focussed on whether basic standards of care were being met for residents. The review was grounded in a range of Standards drawn from residential aged care, community care and disability services and a review tool and indicators were developed across four areas - philosophy and values base; operational management; human resource management and direct service delivery.

The review comprised site visits to each service location, review of policies and procedures, an online survey of staff, family survey, focus group meetings for family members and some individual interviews. A comprehensive overview report and individual site reports were provided to the Sunnyfield Board at the conclusion of the six month project.

 

CLIENT: NSW TRUSTEE AND GUARDIAN

Review of the 2008 restructure of services to clients under financial management

In 2009, WestWood Spice was engaged to review the success of a restructure of services to clients under financial management, initiated by the (former) Office of the Protective Commissioner (OPC). Provision had been made for a 12 month review of the success of the restructure and by the time it occurred, the OPC had been merged with the NSW Public Trustee and Office of the Public Guardian.

We adopted an 'action research' approach for the review, working alongside senior managers and staff and focussing on achievements against the aims of the restructure; areas yet to be addressed; strategic constraints impacting on progress; and the effectivenss of the 'change management' processes implemented following the 2008 restructure and their usefulness in assisting further organisational changes brought about by the merger.

In addition, we developed discussion papers and tools to assist the NSW Trustee and Guardian in the areas of workload monitoring, service enhancement and factors influencing the degree of complexity of client financial management.