Joy MacKeith, Triangle Consulting www.charitycomms.org.uk/events

1. Measuring and Communicating
Your Impact Conference
29 June 2011
CharityComms is the professional membership body for charity communicators. We believe charity communications
are integral to each charity’s work for a better world.
W: www.charitycomms.org.uk T: 020 7426 8877

2. T
Using the Outcomes Star to bring communications
and service delivery together
Presentation to Measuring and Communicating
your Impact Conference
29th June 2011
Joy MacKeith
© Triangle Consulting 2011 2

3. Communications and Service delivery

4. The Outcomes Star™

5. Use when.....
There is an on-going relationship with a person,
organisation, community or other body where the
purpose is to support them in making positive
changes
Particularly appropriate where there is one to one
key-work or case-work with the client

6. Tailored versions for different groups

7. More in the pipeline
Learning Disability Star
Spectrum Star (Autistic Spectrum)
Empowerment Star (Domestic Violence)
Drug Star
Music Therapy Star
Sexual Health Star
Mentoring and Befriending Star
..... And many more in discussion

8. A visual tool

9. An objective tool

10. Detailed descriptions of each scale point

11. Built on a model of change

12. Discuss each area in turn

13. Then plot on Star for overview

14. Repeat at later point to see change

15. Notes provide more detailed information

16. And links directly to action planning

17. Outcomes info at four levels
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© Triangle Consulting 2010

18. Service outcomes
© Triangle Consulting 2009

19. Service outcomes (detail)
© Triangle Consulting 2009

20. Service outcomes as Star
© Triangle Consulting 2009

21. Service outcomes (detail)
© Triangle Consulting 2009

22. Compare services
© Triangle Consulting 2009

23. Compare services (detail)
© Triangle Consulting 2009

24. Benchmark externally
© Triangle Consulting 2009

25. Benchmark externally (detail)
© Triangle Consulting 2009

26. Advanced Service Report
© Triangle Consulting 2009

27. Advanced Service Report
© Triangle Consulting 2009

28. Data is easy to interpret
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Score Interpretation
Mean score on entry to the entering the service at the
service = 3.5 ‘Accepting help’ stage
Will attend appointments
but need high level of
encouragement,
supervision and monitoring
Mean score on exit = 6 Leaving the service at the
‘Believing’ stage.
Clients are driving change
and taking the initiative but
still need high support
© Triangle Consulting 2010

29. St Mungos learning from Star data
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73% of clients benefit (11% staying stable & 62%
progressing)
Best outcomes among a minority group with
specialist workers (86% made progress) –
demonstrating that this approach works
Women did not progress in the hostels – need to
rethink provision for women or avoid hostels?
Outcomes reduce after 12 months, especially
without progression and activities in a hostel –
need for move-on accommodation
© Triangle Consulting 2010

30. Service users like it
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“I felt fully involved; it was clear and easy
to understand and focused on me as a
whole person, not just as a problem. It
felt like a conversation; felt like the first
time someone had really listened to
me...”
© Triangle Consulting 2009

31. And so do workers and managers
31
“The services are more client-focussed
because the Star makes us think about
the client and what is changing for each
individual.....
It has helped staff to start thinking
creatively about how to get greater
improvements as well.
© Triangle Consulting 2009

32. Widely recognised
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Department of Health mental health White Paper ‘New Horizons’
features the Recovery Star. DoH has funded the use of the mental
health version of the Star in five of the ten strategic health authorities
in England and the new Well-being Star
National membership bodies Homeless Link, Mental Health
Providers Forum and Alcohol Concern publish and promote the
version for their sector
Local Authorities including Camden, Kirklees, Westminster and
Derbyshire are writing the Outcomes Star into their contracts
Chartered Institute of Housing is featuring the Homelessness Star
in its new qualification for key-workers in homelessness services
Big Lottery funded the development of the Outcomes Star website
Service providers are using it in USA, Australia, Italy, Denmark as
well as UK
© Triangle Consulting 2010

33. Resources to support each version

34. Cost effective
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Paper tools are free to download and use
Star online is £28 per worker per anum (£24 over
200) which includes support
Training available and licensing of internal
trainers
© Triangle Consulting 2010

35. Star online - Flexible use
35
Can be used on its own or linked via API to an
existing system
Works on Ipad and Iphone
Can complete Stars on paper and enter info
online afterwards if preferred
Can be purchased as part of a package (eg
Substance Views)
© Triangle Consulting 2011

36. To find out more
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Visit www.outcomesstar.org.uk to find out more
about the Outcomes Star and download paper
versions of the Star for free
Visit www.staronline.org.uk and click on 30 day
free trial to experiment with using the Star online
yourself
© Triangle Consulting 2010