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1Call Single Point of Contact for Urgent Assessment and Intervention Hot

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Area Classification

Community Care / Primary Care

Briefly describe what it is

The 1Call service was the first service of its kind within the NHS in England and provides a single point of contact for urgent care, assessment and intervention across Bedfordshire working in partnership with the East of England Ambulance Trust, practise-based commissioning groups and adult care services. It enabled streamlining of the patient care pathway through a single point of contact rather than 66 confusing points of entry into the urgent care system, reducing inappropriate hospital admissions and providing a 24/7 rapid response nurse led service. This has also clarified roles and skills required within the revised care pathway.

Were there any key things that you had to do to make it happen?

Whole systems approach to workforce planning in the context of existing operational and financial challenges.
Business case developed for single point of contact.
Executive sponsorship
Project group set up
Project manager recruited
Training and recruitment of staff which has expanded and now includes use of hand held units.

Describe (and provide evidence) of the impact on quality of care

Single point of contact for referrals rather than 66 points of entry into the services.
Reduction in acute hospital admissions.
Developed a service which can respond immediately to the needs of a patient within 20 minutes, with a patient assessment within 2 hours.
Reduced duplication of assessment processes.

Describe (and provide evidence) of the impact on patient (or staff) experience

Community nurse visiting has access to previous urgent care history and further care is fed straight back to GP.
Streamlined discharges to Intermediate care and community nursing services.
Improved access to 24/7 services for local patients.
Reduced duplication of assessments.
Fully integrated urgent care management system used throughout NHS Bedfordshire.

Describe (and provide evidence) of the impact on reducing cost

Reduced number of inappropriate hospital admissions and A&E attendances.
Maximised existing capacity by services working differently.
Streamlined discharges to intermediate care and community nursing services.
Identified skills and competencies required to deliver urgent care.

Keywords / Tags

SPOC, Single point of contact, Integrated working

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