Intermediate Care – Summary of Patient/ Citizen Engagement and Experience activities. Phase 1: Review Stakeholder Purpose of engagement What did we do? Status What did we find out? How was this fed back to stakeholders? What has been the impact? What, if anything, has changed as a result? People who have used current intermediate care services. Carers of people who have used intermediate care services. To understand the experiences of people who use current intermediate care services. To identify what works well for people who use services and what they feel needs to change in the future. Partnered with (also funded by Doncaster Better Care Fund but lead by Sheffield University) In-depth qualitative study, following 22 client journeys from hospital discharge to track the clients and carers experiences along this pathway. Consent obtained from 30 patients for in depth reviews of their case notes lead by GPs. COMPLETE The feedback from patients and carers suggested a number of areas ; Difficult to navigate/ unaware of how to get support, especially before an admission. Repetition of assessments. Information at the right time. Loneliness- social support very important. Complex mix of health and social care needs. More flexibility in responses offered. Information from all these activities was included in . This was made available publically and circulated widely. Two feedback events were arranged at Doncaster Racecourse and a variety of stakeholders were invited as well as a series of presentations at multiple forums across partner organisations. A series of design workshops were then arranged to take the detail from the review and design a new model for intermediate care. The feedback from patients and carers was presented at the start of each workshop. Impact: When all the feedback was combined with findings from other review activities it created a compelling case for change. The timelines produced by the hospital discharge pathway study participants were particularly powerful in demonstrating the potential impact a different service offer could have in the future. A series of recommendations were made including the need to develop a different for intermediate care and the findings strongly influenced the design principles developed for the next phase of work (see below). Change: The development of a new integrated model for commissioning, contracting and delivery of intermediate care services was initiated. Future engagement: It was acknowledged that there was a need to engage further with those from BME groups as their voice had not been captured specifically in the review. The need to engage patients in co designing the future model. 2: Redesign
Stakeholder Purpose of engagement/ communication What did we do? Status What did we find out? How was this fed back to stakeholders? What has been the impact? What, if anything, has changed as a result? Patients or users of current intermediate care services and their carers Gather feedback on models being tested. Utilise same to refine design of new model. Monitor ongoing feedback from people using existing services. Patient feedback survey given to every person who is supported by rapid response, results collated on an ongoing basis. Telehealth follow up call to patients & carers. Patient and walkthrough. Dashboard feedback. Capture patient stories. Participated in National Audit of Intermediate Care (NAIC). Capture feedback from existing IC services and include in service dashboard. ONGOING By Monthly dashboard for rapid response includes patient experience feedback from follow up calls and surveys. This is also reviewed as a team across services and presented at IC project board. Patient Story films have been played at governing body and to other staff forums. A full report of follow up calls is circulated to team managers every couple of months. NAIC report due out in next few weeks. Impact: The patient walk through was useful in exploring what approached work with the older age group who tend to be the main users of intermediate care. It has been positive to run evaluation events with patients and staff and to observe them working together to review experiences. Changes: Patient Information Pack for Rapid Response developed and refined based on feedback, this is being left with patients to raise awareness, this will be reviewed regularly and adapted as new services come on stream. Further streamlining of pathway following patient walk through to reduce duplication. Additional communication with carers added to pathway. Ongoing engagement planned as part of evaluation and considering patient experience and outcome measures to include in new contract from March 2018.