Health Provider Community & Primary care

The people who deliver care to patients are clinicians, so to create change we (service improvers) need to engage. Clinicians often know the problems, and with the right help will both develop solutions and implement them. Facilitated session supporting clinicians to talk about the engagement they require.

Community Matrons were asked to report on activity levels as a way of justifying their costs, but they wanted a more outcomes-based way of reporting. We developed a balanced scorecard aligned to the employing provider organisation and commissioning organisation’s own key priorities.

A PCT requested myself and a colleague to run a programme to redesign the process of booking patients in for community services eg long-term conditions management (it covered all services delivered in PCT buildings). Involving staff, stakeholders and service users revealed that the overall community service could be run more cost-effectively, and more appropriately for service users at the same time supporting healthcare staff, by devolving administration to the community buildings rather than centralising. The PCT was extremely pleased with the result.

Review of a diabetes Locally Enhanced Service which identified the cost-benefit of the LES and worked with GPs to improve this.