Experiences of participants in the Pathways to Work 'Condition Management Programme'
DWP research report 582
This 108 page study explores customers' experiences of the Condition Management Programme (CMP). The specific research objectives were to:
identify the customers' reasons for attending CMP as well as reasons for deciding not to participate;
understand the customer experience of CMP provision;
explore customers' perceptions of the types of impacts of CMP in relation to health management, improved health, increased confidence and progress towards work; and
explore perceptions of gaps in provision or customers' suggestions for improvements.
The study employed in-depth qualitative interviews with 30 customers from across three Jobcentre Plus districts.
Respondents were purposively selected to take part in an in-depth interview and the achieved sample included a range of customers in terms of gender, age and health condition, as well as a spread of completers and non-completers of the programme.
Background
CMP is part of the "Choices Package" provided by Jobcentre Plus in partnership with the NHS. It is available to anyone claiming incapacity benefit or income support because they are disabled/incapable of work.
The Programme helps participants to gain skills which will enable them to better understand and manage their health conditions. consists of help aimed at supporting those with mild to moderate mental health, musculoskeletal and
cardio respiratory problems.
Participation in CMP is entirely voluntary and has no effects on benefits.
Findings
Some of the key findings include:
Decisions about participation
Decisions to attend CMP were driven by customers' attitudes towards receiving support and perceptions of personal need and circumstances, attitudes towards and relationships with Incapacity Benefit Personal Advisors (IBPAs) or JCP, and the anticipated benefits of attendance.
The voluntary nature of attendance and the unpressured approach to work were key motivators in encouraging participation by people who were initially unsure about CMP.
Customer experiences
Although largely positive, views on different elements of CMP varied. Although many customers were nervous about group settings before attending and needed reassurance, the experience was largely positive. One-to-one sessions were seen as more appropriate for people with mental health conditions.
Customers with physical health conditions were somewhat less positive about CMP than customers with mental health conditions. They valued having someone to talk to in depth about their condition or about a future operation and encouragement to do exercise. However, on the whole this type of support did not seem to be viewed as positively as other elements of CMP, and as a non-clinical intervention, the programme was unable to offer them anything new to help deal with pain management.
Experiences of staff were integral to customers' experiences and views of CMP, and on the whole views about staff were very positive. Continuity of staff was also important.
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