How we provide care as a seamless experience and made the service easier to access for local people.
In September 2016, Virgin Care was commissioned to provide Adult Community Services across North Kent.
The service is spread across two CCGs and four council borough areas, in a variety of diverse places such as Swanley, Dartford and Gravesham – where London’s suburban outskirts meet Kent – to very rural communities across Swale, including the Isle of Sheppey.
When we were commissioned to provide Adult Community Services, we were tasked with making the service easier to access for local people and to make it more responsive to change in the sector, particularly around delivering more care for patients in their own homes.
People often do better when cared for within their own homes as it is a familiar environment and they have the care of their loved ones immediately at hand.
These two wants were the driving force that enabled us to put together a roadmap showing how we planned to deliver improvements to the services.
We were commissioned to run a wide variety of services including Community Nursing, Long Term Conditions Management, Rapid Response and a Falls Service. Before we started, two providers covered these services across a range of distinctly disparate areas. The service needed to be brought together so that patients receive the same quality care wherever they live.
We sought to streamline and simplify the way people were contacted or referred to the service to make it work more effectively as a combined team.
The colleagues already in place really care and know what works best when it comes to providing care for patients where they are based.
We sought to help them through better technology and best practice so they were enabled to work smarter, and in a more agile and responsive way.
The Care Coordination Centre provided a single point of access for patients and referrals and we were able to introduce this a year early.
It has provided real benefits including saving 130 hours of nursing time per month due to improved communication. In addition, the team now have the ability to discuss cases and decide the most appropriate care.
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