Exploring the difference made by Support at home 39 > Provide guidance on our position to frontline This would enable the evidence we need for staff and volunteers. A clear communication recommendation 2. to staff on the way forward is needed. > Prioritise the importance of data collection for 5. collect consistent, routine local and our service delivery and credibility. A positive national data to inform service learning and cultural shift is recommended in the way the development organisation collects and uses data. We need The Red Cross would benefit from a better to ensure staff and volunteers see the tangible understanding of the profile of its service users, uses of the data they collect and input into to track trends and develop a more comprehensive the system. Real examples of this should be knowledge of our service users’ needs. incorporated into training and be an on-going part of the information fed back by managers Large organisations do face challenges in at a local level to frontline staff and volunteers. collecting data, but it is integral that the data collected is of a high quality and as complete as 6. develop signposting to ensure possible, and that systems in place are robust long-term impact enough to ensure record keeping is thorough. The Red Cross would benefit from ensuring that our staff and volunteers know how to signpost Implications for the organisation to consider: well, with the aim of transitioning people from > Ensure essential information is captured in our services gently. This may require follow-up existing data collection systems to enable where appropriate. services to learn and develop. We need to ensure that data collection systems and The nature of our service users and the services we governance are designed to collect key offer (short-term interventions for a largely older national and local data. This includes basic population with considerable health problems) demographic data, as well as information on often means that being able to signpost people the needs and contexts of our service users onto more long-term support is a challenging, but e.g. does the person live alone? Are they essential part of our work. 29 are in receipt of social services support?). 29 Key service user data this study suggests we should be collecting Implications for the organisation to consider: include: Health conditions; Social isolation (living alone, contact with > Make signposting a priority and acknowledge family, friends and neighbours); Access/ use of services (health services, the time needed to do it well. Good social services, private services, other voluntary services); Family carer signposting and making professional referrals support.