North Somerset Council: local authority assessment

The local authority had plans to improve their understanding of their local population profile and demographics with data and analysis. They were aware of some areas but not all barriers to care and support, for example the areas of significant economic and social disadvantage, primarily concentrated in Weston-Super-Mare.

Senior leaders and staff acknowledged the impact of inequalities in the North of the borough and utilised data intelligence to help inform the strategic planning for adult social care, combined with insights from community groups and provider feedback, reports and surveys to help identify gaps in care provision.

Disparities in access, experiences, and outcomes were identified and measures such as recording gender identity and preferred pronouns were implemented. However, staff did not have the required confidence when gathering data information about sexuality and gender identity. Partners told us staff were not always proactive in gathering information on sexuality, religion, and gender identity. Senior leaders told us there was more work to be done to support staff to feel confident around discussing consent and routinely gather and record information relating to a wider range of protected characteristics.

The local authority recognised limitations in their equality data beyond ethnicity and sex, preventing them from having a complete understanding of inequalities across all minority ethnic groups and seldom-heard -groups, to demonstrate their efforts to understand and address the needs of particular groups. They had taken action to address inequalities through training initiatives, revised policies, and the creation of staff forums, all indicating a commitment to understanding and meeting the needs of all residents in North Somerset.

Leaders informed us they were exploring how they used data on age, gender, ethnicity, and primary support to help shape practice and improve activity. This data was incorporated into performance reports and dashboards to inform decision-making at all levels, including monitoring wait times and assessment prioritisation. The local authority planned to integrate these data collection requirements into all processes, creating comprehensive equalities dashboards for analysis against local demographic data. While acknowledging the rapid increase in diversity observed in North Somerset and neighbouring boroughs due to various resettlement schemes.

The were some inclusion and accessibility arrangements in place to support people to communicate in ways that worked for them. However, people’s experiences of accessing these services was not always positive, which created barriers accessing support.

For example, a person, whose first language was not English, was supported by commissioned carers who could not speak the person’s native language. The person was therefore dependant on a family member for translation. There was no evidence to determine if this was the person’s choice or if the local authority had explored alternative support to meet the person’s language needs.

Although some people experienced difficulties accessing support information, the local authority acknowledged these challenges and had implemented a range of accessible solutions. These included easy-read materials, videos, and a website with high accessibility scores (98% and 86% for the North Somerset Online Directory (NSOD) and their corporate site. Information for asylum seekers was also available on the website in seven languages, based on community needs. The local authority communicated with the public using free magazines delivered to people in North Somerset, updating them on council activities and Adult Social Care and Housing accessibility and initiatives, with plans to transition to an online version to maximise reach in early 2025.

To ensure timely and effective information delivery, the local authority had developed a detailed action plan with clear timeframes and assigned leads. Key initiatives included a centralised directory of services (NSOD) informed by AI, a seven-day-a-week Wellness Service, social prescribing and signposting through carer support programs. A review identified challenges in the Single Point of Access (SPA), such as IT limitations and gaps in staff training. However, ongoing development of digital services and a new information directory aimed to address these challenges.

The local authority recognised there was room for improvement in engaging specific community faith groups to help with inclusion and accessibility arrangements. Several approaches were already in place to reduce barriers and personalise care and support. For instance, there was a commissioned interpretation services to support people, which staff informed us could be booked over the phone and in person. This included access to British Sign Language (BSL) interpretation service and the North Somerset council website which had use of a language translation function. Efforts to improve cultural understanding and adapt services to meet the unique needs of different cultural groups were demonstrated. The local authority had recognised the need for enhanced cultural competency training and this was being implemented.

There was also commissioned research both internally and externally. A key initiative involved partnering with organisations and a local university to improve the role of research in decision-making. Additional studies provided valuable data to guide strategies and service delivery, while national datasets were effectively used to understand community needs and allocate resources.

Staff told us geographical disparities worsened existing inequalities for people with care and support needs living in rural areas. They often faced challenges accessing in-person services and highlighted the limitations of relying solely on digital platforms for information and support. The reliance on technology disproportionately disadvantaged those without digital literacy or access. This created an additional layer of inequality, preventing many from receiving timely information and advice, such as limited access to in-person services. For instance, staff told us the absence of readily available hubs or drop-in centres, particularly in the north of the borough, further restricted accessibility. While alternative support options, such as telephone assistance and remote form completion through housing association partnerships existed. A trauma-informed approach was also being used, to create a supportive and safe environment for people who had experienced trauma.

Efforts to address service delivery issues varied across teams. The specialist Learning Disability team provided comprehensive support and specialist knowledge in communication related to Learning Disabilities. . Staff utilised a range of effective communication tools, including Makaton, storyboards, and photo symbols, to ensure that individuals could engage meaningfully and make informed choices about their care.

Significant improvements have been made in enhancing access to information and advice, with the Local Authority developing a range of accessible resources, such as fact sheets, easy-read materials, website content, and videos to better support people in understanding and navigating available services. However, other teams reported inconsistencies in delivering services. For example, some staff told us there was a disparity in the length of time they were assigned to support people and this could be challenging when it was only a short-term intervention. They told us they had raised concerns to leaders about the differing amounts of time they were expected to work with people depending on their primary needs. This highlighted disparities in the level and consistency of support provided to different groups.

There were challenges faced by refugees and asylum seekers, particularly housing needs and navigating the complexities of having no recourse to public funds. There was a dedicated Asylum Seeker Support Officer within the adult social care department that provided specialist support to asylum seekers outside formal resettlement schemes, including those awaiting Home Office decisions. The officer worked closely with the North Somerset Refugees partners facilitating initial support and signposting individuals and carers to voluntary agencies with expertise assisting this cohort of people. Disparities were impacting access to people’s care within adult social care. A senior leader told us refugee and asylum seeker support initiatives, promoted equitable access to healthcare and essential public health services.

The local authority demonstrated awareness of its Public Sector Equality Duty under the Equality Act 2010 in delivering Care Act functions. However, partners told us experiences of unpaid carers also revealed significant inequalities. Carers, particularly those from minority ethnic communities, did not recognise themselves as carers. They often felt unheard and unsupported by both health and social care services, highlighting disparities in access to information and assistance with limited awareness of available services. This led to not receiving the relevant culturally appropriate support and created further challenges.

In response, initiatives were launched to address these issues. Efforts to improve data collection aimed to better capture the needs and experiences of diverse populations, including enhanced recording of ethnicity data and tools to support staff in understanding and documenting a broader range of protected characteristics. Investments were made in staff training to address gaps in cultural competency and anti-racist practices, with anti-discriminatory work. Collaborative work with community groups sought to amplify seldom-heard voices. For instance, partnerships with Race Equality North Somerset (RENS) supported efforts to address racial inequalities, resulting in the development of an anti-racism statement and the integration of anti-racist principles into various service areas, such as Weston Hospital.

Positive results were observed in certain instances, such as the Geniee project, which helped improve medication compliance and reduce social isolation. However, these efforts were limited by barriers like digital exclusion, reduced confidence and understanding among some users, and insufficient broadband access in certain communities. Addressing these digital divides remained crucial to promoting equitable use of technology within care settings. The local authority was actively exploring ways to improve communication with people who draw on care and support services, aiming to improve their overall experience and engagement.