Quick response plan is explored

Published date08 September 2021
Publication titleWishaw Press
Health and Social Care North Lanarkshire (HSCNL) is determined people receive a prompt service, with a focus on helping people to help themselves, when they first make contact.

To achieve this, the partnership is adopting the First Point of Contact (FPOC) model to ensure quality conversations are held between staff and service users to support getting it right first time.

HSCNL's strategic commissioning plan sets out the partnership's ambitions including its plan to reduce the number of times people are transferred between services and to ensure conversations with service users are open and productive.

FPOC will support people across Wishaw to receive the right support, from the right person, at the right time. It aims to focus on prevention and early intervention, resolving issues quickly and reducing the need for further referral.

The partnership is working with Partners4change for six months to make the health and social care experience as positive as possible for people. As part of this work,

Partners4change is introducing 'Three Conversations' . This approach has the potential to play a key role in having open conversations with people and families who need support. It is also about the conversations that health and care staff have with colleagues and partners to make things happen and improve the lives of people accessing services.

As a result, an innovation site has been set up in Motherwell to test the 'Three Conversations' approach across adult services including access, social work, hospital social work, GP link workers and the voluntary sector. The site's impact will be evaluated to help guide further development across North Lanarkshire.

Councillor Paul Kelly...

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