Redesigning council advice services in Dundee - PowerPoint Presentation

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Redesigning council advice services in Dundee

GP Surgery Co-location modelKeith Grubb, Welfare Rights Team, Council Advice ServicesSlide2

Key elements of the Dundee Model

Co-located 1 day per week within Taybank

surgery from January 2015Lochee Surgery from June 2015

Family Medical Group from April 2016

Whitfield Surgery from November 2016 (

Brooksbank

Centre and Services)

Erskine Practice from January 2018

Mill Practice from February 2018

Maryfield

Practice from April 2018

Dedicated named welfare rights officer in each practice

Access to the practice bookings systems

Access to client medical evidence with express client permission.

Confidential interviewing facilities for each session

Aim is to blend in and become part of the practice team.

Direct links into Macmillan Service, Fuel Poverty Service (DEEAP), home visiting service, budgeting and employability services.Slide3
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Links to current work

This initiative links squarely with 3 of the Health and Social Care Partnership’s eight strategic priorities and shifts

Health inequalitiesShifting resources to invest in health inequalities

Early intervention/Prevention

Investing in or redirecting existing resources to scale up well evidenced, early intervention and prevention approaches

Models of support/Pathways of Care

Although a specialist service, this is a remodelling of an existing services designed to improve capacity and access to advice and financial referral paths within primary care

Fairness commission recommendations

Reduction of stigma for patients accessing advice via their GP surgery Easier access to benefits advice and supportSlide5

Outputs, results and outcomes to date

Over £2.7 million in financial gains for patients so far and risingEmbedded within 7 practices

Earlier intervention before things go wrong for patientsBetter outcomes for patients’ benefit claims/appeals

Takes burden of socioeconomic concerns away from health professionals and helps to alleviate primary care workloads.

Increasing use of the service by health professionals in the practices.

Between 70% of appointments kept with advisers

698 separate appointments made within the practices

Faster response times from DWP around ESA and PIP claims.

Social Return on Investment report stated that there was £38 in social and economic benefits generated for patients, advisers, medical staff and funders for every £1 spentCOSLA award winning project (November 2017)Slide6

Stakeholder quotes"[Welfare Rights Officer] has permission to go into my records without disturbing the doctor. It's not taking up a valuable appointment that somebody else could take up." (Client)

"It's taken the pressure off the GP. Welfare rights has taken off. The patients are interested. There's no negative issues, not one complaint." (GP Practice Manager) “Lochee

has one of the most deprived practice populations in Tayside and Scotland.  There is a disproportionately high level of mental health problems with low literacy levels.  Many patients are categorised as vulnerable children and adults and single parents.  The list includes many children in full time education who look after parents or other relatives.  Accessing help with claims for appropriate benefits and empowering patients who are otherwise disenfranchised by illiteracy, social phobia, panic, anxiety, depression and addiction is a valuable and time saving resource for practices such as ours.  Not only does this help patients identify medical problems which attract appropriate benefits, it helps them live less wretched lives, and also helps GPs in formulating a more effective management plan for their problem which is consequently less likely to be scuppered by financial concerns.  I would like to develop better communication with our welfare rights workers to engender a more coordinated MDT management plan.”

(Dr

Salahuddin

Malik,

Lochee

Health Centre)Slide7

Financial GainsTaybank

gains for clients between 1st April 2016 and 30th November 2017 totalled £ 780,916.49 Lochee gains for clients between 1st April 2016 and 30th November 2017 totalled £ 412,035.84

 Wallacetown gains for clients between 1st April 2016 and 30th November 2017 totalled £ 534,008.09 Douglas gains for clients between 1st

September 2016 and 30th November 2017 totalled £ 160,533.29

Whitfield The Crescent gains for clients between 1

st

November 2016 and 30th November 2017 totalled £ 146,006.70

 Gains for the project between April 1st 2016 and 30th November 2017 totalled £ 2,033,500.41.  The project’s cumulative total gains for clients since between 1st January 2015 and 30th November totalled £2,719,479.17.Slide8

Case Study

Adviser helped a 35 year old man with both physical and mental health difficulties. He is a patient at a GP surgery where we have an experienced Welfare Rights Adviser.He was in receipt of Disability Living Allowance (DLA) and was invited to claim Personal Independence Payment (PIP).

He was made aware of our service in March 2017 and attended for assistance with his PIP claim. These forms consist of 14 detailed questions on how a person’s disabilities affect their day to day life as well as their mobility. Slide9

Case Study Outcome

Our client/patient faced issues throughout the claim process, however, with the support of the Welfare Rights Adviser in his surgery, he was able to access other services and all matters were resolved.

He reports that he felt more at ease and less stigmatised with being in an environment he knew.He received an award of PIP at the enhanced rate of both components.

He states he finds it difficult to explain his conditions and feels he received this level of award due to the extraction of medical evidence.

He has advised that he would have found the process much more stressful had he had to access services in the city centre.