Six Steps to Managing Demand in Adult Social Care - a performance management approach executive summary


  • adults
  • change
  • commissioning
  • efficiencies
  • outcomes
  • performance management

Date: March 2017

Type: Executive summary

A live web-chat will take place here on Monday 2nd October 2017 (12:30-2 p.m.) to build upon this approach with your input.  

Register here on the day.

We want to create an ongoing community of people like you to further build on this approach and work together towards a 6 Steps version 2.0 - you are invited to join Professor John Bolton, Juliet Bligh - IPC Principal Consultant and Philip Provenzano for a web-chat session on Monday 2nd October between 12.30 and 2.00 p.m. which will be available here.

It would be great to hear if you (or your colleague) would like to join the discussion, and in particular if you have any materials you would like us to draw on during the discussion. If you would like to join please let me know of your intentions - we all look forward to seeing the work you have been doing.  If you would like to join please let me know of your intentions via - we all look forward to seeing the work you have been doing.

We would like to hear from you about the demand management work in your area and in particular:

  • Which of the 6 steps have the greatest resonance with your own agenda?
  • Which are proving the most challenging?

  • Which of the suggested performance indicators have you been able to collect and how have you used them?

  • What other indicators do you collect that help manage demand and deliver outcomes

  • In which of the 6 steps would you like to share your work in?

  • What else would be useful for IPC and this community to focus on and why?

A new report from the Institute of Public Care (IPC) at Oxford Brookes University highlights how taking a performance management approach can help Councils deliver outcomes and better manage demand in adult social care.  

The paper, co-authored by Visiting Professor John Bolton and IPC Assistant Director Philip Provenzano, provides a helpful model for measuring service delivery and identifies six critical steps for managing demand in social care, a range of strategic objectives as well as suggested performance indicators and targets. It builds on IPC’s earlier work looking at how Councils deliver outcomes and manage demand, suggesting that improving performance management can assist in delivering change.

Councils rarely have a clear strategy on managing demand for social care services and, where they do, often fail to properly analyse data to understand the impact of that strategy. The authors draw on IPCs extensive experience over nearly 30 years supporting organisational development in local authorities across the UK.

To request a full copy of the report please contact