HSJ Value in Healthcare Awards 2016: Commissioning Support Services

Winner: Mid Essex CCG

In October 2014, Mid Essex CCG reassumed the responsibility of assessing and awarding Continuing Healthcare (CHC). The service had previously been run by a larger regional commissioning unit and was fragmented, with complicated processes and low patient satisfaction. While a ‘fast track’ process existed for care at end of life, it too was highly cumbersome. This meant uncertainty for patients and families alike.

To address these problems, a new administrator role was introduced to the CHC team. Once fast track CHC funding has been agreed, the placement coordinator directly liaises with patients, families and providers and is responsible for sourcing the most appropriate package of care.

While a ‘fast track’ process existed for care at end of life, it too was highly cumbersome.

A dedicated CHC nurse manager with specialist palliative care expertise has also been put in place, who has oversight of all fast track assessments.

Since the introduction of the new system, efficiency has increased – more than 500 referrals have now been processed within 24 hours of receipt. Complaints about the service have fallen, and more patients have been supported to die in their preferred place.

Judges’ comment: Good lesson in redesigning a process then taking direct control of live pathway management to ensure patients get what they most need and when.