This early learning guide focuses on the customer journey for integrated personal budgets.
It draws out the central messages from the pilot programme and describes the six stages of the journey, with pointers to support successful local delivery.
The six stages of the the customer journey are:
- Making contact and getting clear information
- Understanding the person’s health and wellbeing needs
- Working out the amount of money available
- Making a care plan
- Organising care and support
- Monitoring and review
Each stage also contains statements developed in partnership with the peer network to describe what people might say if this stage was working really well.