Our winners developed a patient-initiated appointment system that enables service users to contact the department when in need

General Medicine

Winner: Plymouth Healthcare Trust and NIHR CLAHRC for South West Peninsula

The rheumatology service at Plymouth Healthcare Trust has traditionally had a clinician-driven follow-up system. This was overwhelmed and subject to lengthy delays, and so the decision was taken to move to a patient-initiated appointment system.

Evaluation shows Direct Access has led to improved patient satisfaction and a shift towards nursing rather than consultant-led follow up

Called Direct Access, the system was developed by staff and patients and enables service users to contact the department when in need. A nurse specialist responds by phone within two working days and if an appointment is required, this occurs rapidly – the mean waiting time is 10.8 days, with 91 per cent of patients seen within two weeks.

The service now offers follow-up care for more than 800 people with inflammatory arthritis. Evaluation shows Direct Access has led to improved patient satisfaction and a shift towards nursing rather than consultant-led follow up.

Since there fewer unnecessary face to face appointments and more telephone consultations, delivering care is better value for money.

Judges’ comment: Clever use of resources to ensure best timely care for patients. Good patient education to self-manage conditions and system for catching all patients.

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Revealed: 2016 winners of the HSJ Value Awards