The Challenge

Engaging with seldom heard groups is critical for the benefits of Adult Social Care to be available to and accessed by everyone in our community. For a variety of reasons seldom heard groups often have the poorest health outcomes, and do not have equal access to health and care information and services.

Under the Care Act 2014 and public equality duties, councils must actively reach out to seldom heard communities to ensure fair access to Adult Social Care (ASC). This is also a priority focus of current CQC inspections and the council’s self assessment process.

The Solution

Evidencing contact and engagement with seldom head groups is difficult, but Aida is able to use the latest technology to accurately report on engagement across each group.

Not only is Aida able to report on the headlines; number of conversations from these groups, when people from the different groups are making contact, what languages they are speaking, their feedback & more. The technology can also accurately report on what questions people from each group are asking, the ASC themes they align with and how the themes change over time via real conversations with Aida, based on the situations people across these communities find themselves in.

The data is incredibly powerful and gives a clear and honest picture of the challenges people from seldom heard communities face. Being able to see the data and insight across seldom heard communities as a whole, then break it down by each group as well as seeing individual stories is ground breaking.

Not only can this data support improved outreach programmes, wider ASC strategy, service improvement and self assessments, the responses Aida gives in every single conversation gives councils the comfort of knowing that people across these groups are being given clear, trusted, accessible advice to support to their varied needs.

Understanding and evidencing engagement with seldom heard communities has traditionally been difficult. Aida changes this by providing accurate insight into who is engaging, when they make contact, the languages they speak, the questions they ask and the Adult Social Care themes most relevant to them.

Beyond headline metrics, Aida identifies emerging trends, tracks how needs change over time and provides both population-level insight and individual conversation examples. This gives organisations a clearer understanding of the challenges different communities face and the evidence needed to inform outreach, service improvement, strategy and self-assessment. Alongside these insights, every conversation provides trusted, accessible and personalised guidance, helping ensure people from seldom heard communities receive the support they need, whenever they need it.