Abstract
Connect North is an integrated social prescribing service for adults in the Northern Trust area.
We engaged and involved service users and providers across statutory and community and voluntary sectors to review social prescribing services in the Northern Trust area and identify opportunities for improvement. The service name (Connect North) and branding were all co-produced with service users. During service implementation our service users also requested and co-created our most well used and appreciated resources including our link worker calling cards and service information leaflet. To assist with monitoring of the service our service users selected their preferred validated holistic needs assessment tool for incorporation within the pathway. A steering group was established with service user membership and a service user Co-Chair.
Stakeholder workshops mapped out existing services and opportunities for improvement. Feedback from different stakeholder groups was consistent, reflecting the need for change through integration. Service users wanted an accessible and responsive service with an effective 1st point of contact offering Personalised help and support looking at the whole person rather than limiting input to a single point of focus (e.g. a specific condition/diagnosis). They did not want to repeat their story or be passed from pillar to post. Alarmingly service users were not aware of services which could benefit them and felt this was echoed by service providers and their potential referral agents. Asking for help amplified their feelings of shame and embarrassment.
Our integrated model creates a central point of referral where clients are supported to complete a holistic assessment of their wellbeing needs, co-create their Personalised wellbeing plan and be connected to the right support with appropriate monitoring and tracking of progress.
Service providers highlighted the need for a single accessible directory of services to reduce the burden and duplication to develop and maintain their own directories. Service users wanted to know what was available and to have easy access to this. Our Population Plus online directory of services is accessible to anyone with an internet enabled device.
We now have an operational co-designed, integrated and accessible social prescribing service open to adults in the Northern Trust area. The service is provided in partnership across 2 sectors by 3 organisations. Information is available via Population Plus for everyone to self-serve or signpost others to. There is a shared responsibility to maintain this information. Link Workers offer one-to-one Personalised and holistic support for those clients who require it to support their health and wellbeing and the development of self-efficacy.
Putting people at the heart of their health and care service is key to success and buy-in across all sectors. Their experiences and expectations enabled a collective focus on delivering what matters most to our people.
An independent service evaluation to include user feedback is underway. Opportunities for service improvement continue to be identified and progressed. Using data captured we will be able to work with other partner agencies to identify and address gaps in services creating equity of access across our Trust area.