John Scott, Katy MacMillan, Tara McGregor & Emma Hewitt
ISBN 978 0 7559 7719 2 (Web only publication)
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CONTENTS
EXECUTIVE SUMMARY
ACKNOWLEDGEMENTS
1. INTRODUCTION
ABOUT THIS REPORT
ABOUT SHOP
RESEARCH AIMS AND OBJECTIVES
RESEARCH METHODOLOGY
2. CONTEXT
INTRODUCTION
SCOTLAND'S AGEING POPULATION
THE POLICY CONTEXT
THE PROVISION OF INFORMATION AND ADVICE FOR OLDER PEOPLE
TELEPHONE HELPLINES FOR OLDER PEOPLE
STANDARDS IN INFORMATION AND ADVICE PROVISION
3. ABOUT THE SCOTTISH HELPLINE FOR OLDER PEOPLE
WHAT IS THE SCOTTISH HELPLINE FOR OLDER PEOPLE?
ESTABLISHING THE SCOTTISH HELPLINE FOR OLDER PEOPLE
THE HELPLINE
THE CONSORTIUM
SHOP GOVERNANCE
SHOP FINANCES
4. HELPLINE UPTAKE AND OUTCOMES
INTRODUCTION
THE SHOP MONITORING SYSTEM
CALLS RECEIVED
CALLER PROFILE
VIEWS OF CALLERS
VIEWS OF SHOP STAFF AND VOLUNTEERS
VIEWS OF THE CONSORTIUM
5. THE ROLE AND IMPACT OF THE CONSORTIUM
ROLE OF THE CONSORTIUM
IMPACT OF THE CONSORTIUM
6. THE WAY AHEAD
KEY ISSUES
OPTIONS AND RECOMMENDATIONS
LIST OF TABLES
3.1 Responsibilities of the Consortium and AGE Concern Scotland for SHOP
3.2 SHOP Income and Expenditure 2004/05 to 2008/09
4.1 Calls to SHOP 2005/06 to 200/09
4.2 Calls diverting to answering machine in 2005/06
4.3 Age profile of SHOP clients October 2007 to June 2009
4.4 SHOP callers enquiry source October 2007 to June 2009
4.5 Calls to SHOP by nature of enquiry October 2007 to June 2009
4.6 Clients signposted to other agencies October 2007 to June 2009
6.1 Comparison of estimated calls of sample helplines
6.2 SHOP Expenditure in 2008/09
6.3 Options for delivering older persons' helpline service
Appendices
1: List of Consultees
2: List of Older People's Organisations Consulted
3: Detailed SHOP Monitoring Information
4: Service User Survey Findings
5: Questionnaires and Topic Guides
The views expressed in this report are those of the researcher and
do not necessarily represent those of the Department or Scottish Ministers.