WINNER: Hertfordshire Community Trust – East & North Referral Hub Customer Service Transformation
Admin staff at the trust were the least engaged and motivated staff group, with limited development opportunities and inconsistencies in how different teams did their work.
Bringing them together in a referral hub has led to a more engaged workforce with induction plans, the opportunity to study through an apprenticeship, and a more standardised approach.
The team now deal with more phone calls and referrals than before but offer an efficient service to patients, and help ensure rapid clinical triage of cases.
Appropriate referrals are handed over to the locality teams swiftly with all required information. The trust has benefitted from cost savings of £87,000 a year.
City and Hackney Clinical Commissioning Group, East London Foundation Trust, City and Hackney GP Confederation, Core Sport and Clinical Effectiveness Group – An Alliance Model for Primary Care SMI Physical Health
Barnet, Enfield and Haringey Mental Health Trust – Care Homes Assessment Team (CHAT): Improving the lives and deaths of care home residents
Buckinghamshire Healthcare Trust – From Community Hospitals to Community Hubs
Hertfordshire Partnership University Foundation Trust – Care Home Support Service
Hillingdon Health and Care Partners: Central and North West London Foundtion Trust, The Confederation Hillingdon CIC, The Hillingdon Hospital Foundation Trust, Hillingdon 4 All and Hillingdon CCG – HHCP Care Connection Team: Integrated primary and community care team
Ipswich and East Suffolk CCG and East Suffolk and North Essex Foundation Trust – REACT – Creating an Integrated Admission Avoidance Hub for Ipswich and East Suffolk
Lewisham and Greenwich Trust – University Hospital Lewisham: Community Acute Rapid Response Service (CARRS)
Portsmouth Hospitals Trust – Modern Innovative Solutions to Improve Outcomes in Asthma, Breathlessness and COPD (MISSION ABC)
Southern Health Foundation Trust – West Hampshire Improving Shared Diabetes Outcome Measures (WISDOM)
2019 HSJ Awards winners revealed
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HSJ Awards 2019: Community or primary care service redesign – London and the South