Every service user or patient has the right to expect a consistently excellent standard of care every time they access our services, including safety, clinical effectiveness and experience
Our service user and patient needs are becoming more complex with increasing levels of long-term conditions and multi morbidities, and we need to respond accordingly
By reviewing our clinical pathways/models, processes and standards, we can free-up staff to work ‘at the top of their license’ focusing their expertise on personalising each service user’s or patient’s care
The public have changing perceptions and expectations of healthcare will affect how we need to provide services in the future. Many patients and service users will be accustomed to using digital and self-service interfaces in aspects of their life
There is significant inequity, variation and gaps in service provision and access depending on where our service users and patients live
We need to focus on prevention and ensuring we have the right strategies and workforce to deal with changing demand
We want to move from a reactive (individual) led approach to a proactive (family) based approach to care, treatment and support (whole person)
We need to reduce the number of ‘hand offs’ between our internal services and with our partner organisation, through better partnership working and better use of technology so that people avoid having to frequently repeat their stories and can get the right care, first time, every time.
Defined standards for excellent care for each service, supported by effective processes and systems
A single access point into the organisation for health care professionals, service users, patients, carers and families
Delivery of more consistent, responsive and targeted interactions with our service users and patients
Staff will understand the role that digital has in enabling the delivery of more efficient services
Empowered service users and patients with technology that supports service users’ pathways especially in self-management and long-term conditions. This includes the increased use of telehealth, and virtual wards to support management of people within their own homes
Quality and consistency will be embedded in our systems and not dependent on individuals
Measurable improvements in consistency and efficiency of our care e.g. reduced conveyancing to acute hospitals, reduced lengths of stay, improved service user experience and clinical outcomes
Recognised as a system leader in the use of digital to improve our operating efficiency as well as health outcomes
Staff will be supported to deliver the same consistently excellent care for service users regardless of where this is provided.
Empowering our staff to lead the transformation of frontline services through our Operational Transformation Programme
Working side by side with our service users/carers to gain their lived experience insight to inform needs, planning and implementation of transformation programmes
Investing in information and digital technologies.
