Working with colleagues from East Dunbartonshire Health and Social Care Partnership we held two sessions to hear feedback about local priorities, plans and work underway that aligned with the strategic vision for health and social care services in across Greater Glasgow and Clyde set out in Moving Forward Together.
The first session was held in Bishopbriggs with 26 people attending on the morning on Friday 05 March and the second on the afternoon of the same day in Bearsden with 17 people attending. Both sessions were opened by Mr Ian Ritchie, a retired orthopaedic surgeon and non-executive member of the Board of NHSGGC and East Dunbartonshire Integration Joint Board, who reiterated that these and other similar meetings were important in helping us understand what matters most to people when developing new models of care.
This was followed by presentations by:
- Susan Manion – Chief Officer for East Dunbartonshire Health and Social Care Partnership
- Jonathan Best – Chief Operating Officer for NHS Greater Glasgow and Clyde
- Caroline Sinclair – Head of Mental Health, Learning Disabilities, Addictions, Public Health Improvement for East Dunbartonshire Health and Social Care Partnership
- Derrick Pearce – Head of Community Health and Care for East Dunbartonshire Health and Social Care Partnership
Following the presentations there was a whole audience question and answer session and then ‘world café’ group discussion areas covering care at home, in the community and in hospital. The purpose of these was to ask people for feedback about; the direction of travel set out in Moving Forward Together and what is happening locally via Health and Social Care Partnership plans; and what matters most to people to help us develop future models of health and social care to meet people’s needs.
Over both sessions people asked about and discussed:
- Person centred care and treating people as individuals is absolutely critical. This includes treating patients, service users and carers as partners in care who have knowledge and expertise that goes beyond what matters most and often includes what works best.
- Some traditional models of providing care don’t reflect the population now requiring support and people don’t always fit into tick boxes so being open and having flexibility is required
- Continuity of care within and across services is required and people should have to continually tell the same story to different people and coordination of care across the system could be better to improve effectiveness and reduce impact on people’s lives e.g. taking at two different appointments for different things when the same blood could probably be tested for both
- The importance of the local community and how it could help with better engagement in the future to improve reach into and involvement with local people that know the area and needs. This could help identify some of the social issues that lead to increased use of health and social care services that cannot tackled by only them and the need to have partnership working with the Third Sector and other community groups.
- The resource implications and timescales - people understand the need to change, but with current well publicised financial pressures have the changes required been fully costed and when can people expect to see some of the redesign that is being talked about.
- Have staff been involved in the development and do they buy into and are they prepared to change how and where they work to deliver the new models of care especially when it comes to working across traditional boundaries.
- How will specialist care needs be met if there is going to be more delivered at a community level as there is already an experienced lack of understanding for some people. To support change there needs to be confidence that there is knowledge and expertise to diagnose, treat and support people across the whole system.
- Communication across services both internal and external needs to improve to ensure that the whole system is better joined-up and better decisions are being made.
- This includes the right people having better access to information with those who need it, including patients and carers being able access and where appropriate contribute to records and have more say in their treatment and care
- Improving knowledge and supporting people to access and use services differently is critical so that people know the range of services available, how and when to access them and that the person they are seeing is the most expert and appropriate
- Engaging with the younger generation is key part of this and there should be a focus on working with education with schools and further and higher education
- Local infrastructure and available resource in some parts of East Dunbartonshire is currently perceived as a challenge problem - so how will services cope with increasing population through new housing and having enough GPs and other staff or locations to provide community based services
When we asked people what matters most they told us:
- Being treated with dignity and respect and as an individual and valuable equal partner. Service need to respond to the needs of a person and not the diagnosis they have and recognise the benefit of the knowledge and experience that people have – in particular those who support/care for others
- People and the appropriate staff having access to information that can improve continuity of care, help those involved make informed choices and ensure people themselves can be more involved in decisions about treatment and care.
- We should be improving knowledge across the wholes system for those that use and those who deliver services. We should enable people to where able self-manage, be more in control and to choose the right level of and range of services to meet their needs
- Access in terms of how quickly you can see the right person, but also physical access needs to be considered in terms minimising travel wherever possible as people currently attend different clinics in different locations for what seems to be similar monitoring
- Ongoing communication and involvement with local people so that they can have a say how services might be delivered in the future and that more people need to be involved going forwards
When we asked people for feedback about the need to change and direction of travel the majority of people absolutely recognised that there is a need to change how we deliver health and social care services and they told us:
- They welcomed ‘shifting care’ out of hospitals and more services being provided locally or using technology to such as video appointments to enable this, but also recognising that for specialist treatment people might need to travel to get this. However to bear in mind that transport from East Dunbartonshire can be an issue for those that don’t have access to a car
- For those that can use and access it then use of more digital solutions for providing and sharing information was well received, particularly being able to access and book your own appointment, view results and get advice etc. via ‘patient portal’ or apps
- They agree with the tiered model of care and that services need to be much more joined-up and seamless to those who use them, with far better communication and coordination not just in a particular pathway for a condition, but across the range of services for other conditions that people might have with departments ‘talking to each other’
The Moving forward together Programme would like to thank East Dunbartonshire Health and Social Care Partnership for the opportunity to present and importantly thanks to all those who participated and provided feedback on the day.
If you attended this event and would like to provide further comment then you can email us at: email@example.com