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Heywood, Middleton and Rochdale
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NHS Heywood, Middleton and Rochdale
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UnitedHealth UK’s evaluation took place to understand the current efficiencies and effectiveness of the programmes, identify opportunities to meet the initiatives’ aims, as well as support the PCT’s move to improve health outcomes in accord with World Class Commissioning requirements.
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- A detailed evaluation of the Intensive Case Management Service (Community Matrons) and Intermediate Care (including Mental Health and Rapid Response) was undertaken, by UnitedHealth UK key subject matter experts (including Clinical Leads in General and Mental Health and Data Analysts)
- The assessment was wide ranging in its approach and integrated a number of elements, including:
- Interviews with executives, management and frontline staff within the PCT and social services
- Document review of PCT policies and procedures, patient documentation
- Stakeholder mapping session to better understand the current process and identify gaps in service delivery
- Shadowing of case managers to understand the way they work
- Confidential patient telephonic interviews to gain their perspective
- Caseload validation for the case management service
- Data analysis of the Secondary Uses Service (SUS) data to inform the evaluation and understand the patient population.
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- A comprehensive report was produced outlining the evaluation’s findings and recommendations for short, medium and long term implementation with an assessment of the likely benefits:
- Case Management
 Short Term |
- Determine the target population and put measures in place to consistently manage targeted patients
- Specify roles and responsibilities to prohibit overlap in delivery, allowing development of a cohesive patient management programme
- Define nurse roles, responsibilities, skills and training requirements.
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| Mid Term |
- Development of Case Management Programme, policies, procedure and standards for implementation of consistent service delivery
- Develop a system for programme monitoring that includes KPIs/Performance Measures and total quality improvement
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| Long Term |
- Perform detailed process flow mapping to identify patient flow, gaps in standards of care and gaps in current structure and services.
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- Intermediate Care
| Short Term |
- Development of a Single Point of Access facilitating ease of referral along with clear, up to date vision, pathways and criteria
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| Mid Term |
- Ensure staffing resource is adequate and equipped to support effective service provision
- Develop a programme that is focused on providing care at home, wherever possible
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| Mid/long Term |
- Develop a more robust means of collecting and analysing appropriate data to ensure the success of the programme is recognised going forwards and to assist in identifying the gaps and which commissioning items should be prioritised
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- Best practice literature reviews were undertaken to support recommendations through examination of the evidence and examples of existing global good practice
- Workshop for stakeholders to present findings and support implementation of the recommendations.
Case Management and Intermediate Care services are vital components of a coordinated, effective primary care platform and these programmes have the potential to deliver a responsive, clinically effective and cost efficient alternative to secondary care. UnitedHealth UK’s evaluation and subsequent report have supported the required transformation determined by the PCT.
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