Title
Contents
Acknowledgements 7
The Authors 9
Summary 10
1. Introduction 17
1.1 Core principles of the LinkAge Plus approach 17
1.2 LinkAge Plus approach 18
1.3 LinkAge Plus outcomes 19
1.4 General commentary and evaluation framework 19
1.4.1 Evaluating the LinkAge Plus approach - working assumptions 19
2. Improved information and access for older people 24
2.1 Introduction 24
2.2 Widening access 24
2.2.1 Single access gateway 25
2.2.2 Enhancing contact centre work 26
2.2.3 Access to housing and employment services 27
2.2.4 'Tellytalk' and mobile information services 28
2.3 Improving information 28
2.3.1 Better understanding of older people's information needs and preferences 28
2.3.2 Improving websites and developing information packs 29
2.3.3 Educational talks and events in community settings 30
2.3.4 Partnership working and information 30
2.4 Conclusion 31
3. Benefits of LinkAge Plus for older people 33
3.1 Introduction 33
3.2 Providing 'that little bit of help' 34
3.2.1 Home and personal safety 34
3.2.2 Improving healthy life expectancy, active participation and quality of life 35
3.2.3 Physical health 35
3.2.4 Mental health 36
3.2.5 Education and lifelong learning 36
3.2.6 Leisure 37
3.2.7 Employment 38
3.2.8 Welfare entitlements 38
3.2.9 Social benefits 39
3.2.10 Transport 39
3.3 Inverting the 'triangle of care' 40
3.3.1 Introducing the 'triangle of care' 40
3.4 LinkAge Plus activities and the triangle of care 42
3.5 Conclusion 43
4. Promoting social inclusion and community cohesion 44
4.1 Introduction 44
4.2 What is social exclusion? 44
4.3 LinkAge Plus and social exclusion 46
4.3.1 Social relationships 46
4.3.2 Cultural and leisure activities 47
4.3.3 Civic participation, including membership of groups and voluntary work 47
4.3.4 Neighbourhood life, including feelings of trust in the neighbourhood, perceptions of levels of safety and fear of crime 47
4.3.5 Access to financial products, such as a bank account and having a pension 47
4.3.6 Access to public services and amenities - including local authority and health services, but also amenities sometimes thought of as being outside the statutory arena, such as a Post Office, an ATM, local shops and supermarkets 48
4.3.7 Possession of consumer durables - such as a washing machine or television and access to central heating 48
4.4 Mental health and social isolation 48
4.4.1 Service delivery aspects of LinkAge Plus 49
4.4.2 Tackling social isolation through outreach 50
4.5 LinkAge Plus and community cohesion 51
4.6 Conclusions on social exclusion and community cohesion 53
5. LinkAge Plus and capacity building 54
5.1 Introduction 54
5.2 Capacity building through LinkAge Plus 54
5.2.1 Enhanced skill and knowledge 56
5.2.2 More effective processes 56
5.2.3 Better understanding 57
5.2.4 Joined up or integrated services 58
5.2.5 Holistic understanding 58
5.2.6 Older people having new opportunities to socialise 59
5.2.7 Creation of employment, self help and volunteering opportunities 60
5.2.8 Market development 61
5.2.9 Multiplier effects 63
5.3 Conclusions 64
6. The business case for LinkAge Plus 67
6.1 Introduction 67
6.2 The benefits of LinkAge Plus 68
6.2.1 An holistic approach to service delivery 68
6.2.2 Improved wellbeing and independence 68
6.2.3 Improved information and access 69
6.2.4 Cost effective service delivery 70
6.3 Illustrative example 71
6.4 Conclusion 72
7. Conclusions 73
7.1 Introduction 73
7.2 The national LinkAge Plus pilot programme 74
7.2.1 Fundamentals of success 75
7.2.2 Challenges of being part of a national programme 76
7.2.3 Barriers to success 78
7.2.4 Successes 79
7.3 The business case for the LinkAge Plus approach 81
7.4 More than the sum of its parts 83
7.5 Sustaining LinkAge Plus 85
Appendix - The LinkAge Plus pilots 87
References 140
Figure 1.1 Potential benefits for older people 20
Figure 1.2 Organisational and Systemic Benefits of LinkAge Plus 23
Figure 3.1 Support for older people today 40
Figure 3.2 Support for older people tomorrow 41
Figure 3.3 Mapping LinkAge Plus activities within the triangle of care 42
Figure 7.1 Programme impacts on effectiveness 75
Figure 7.2 Outreach linked to network centres in Tower Hamlets 84