Self Care Community system | GSA*NHS 24

Challenge

Plenty of non-critical calls to NHS 111 is one big reason caused the backlog of NHS24, which increased loads of pressure to call handlers and fewer opportunities for those who really need medical support to connect to NHS services. At the same time, the long waiting time to get a response makes patients’ experience with calling 111 become worse – it’s a negative loop in the current system.

Approach

Integrating patients’ needs into preventive supportive community services.

we worked with the NHS24 design team, NHS staff and patients to understand and contextualise the current NHS healthcare system priorities, planning and the needs of healthcare professionals and patients.

we conducted street interviews, in-depth interviews and co-design workshops to gain a deeper understanding of the different needs of current users and to translate them into service mapping according to priority.

we have received positive feedback from the NHS24 team of experts who have assisted us in getting the solution optimised, as well as from a number of core users who have tested it to prove the viability of the service solution.

Outcome

An online community system facilitated on NHS inform platform.

Offload pressure of non-critical calls from NHS 111 by empowering preventive care via an online Self-care community system facilitated on NHS inform website.

Impact

“Providing and caring for someone and seeing them flourish and grow from it give me empowerment ( in this process). ” – K, the core user

We identified and brought to life the different users and their emotional journeys using NHS24 services, determining themes and topics for tailoring responses, events and experiences to NHS24 targeted users. by working in the open, sharing and learning as we went along, we demonstrated our work to the NHS Service design & expert team and aligned everyone behind one vision for the efficient, critical service.

Through collaboration across sectors, we were able to map and re-design a deliverable community care system based on current service offerings, allowing for a more efficient, critical, compelling experience for stakeholders, towards the sustainability of NHS in the long term.

 

Self care community system

Self care community forum

community quiz

self care community event page

Event detail page

Event joining page

Co-design workshop

Inffinity mapping

Service System Map

Communities for sustainable culture of self-care