THURROCK FIRST
Single Point of Access for Thurrock Residents
A partnership between Thurrock Council, NELFT and EPUT
1 Background • Developed based on feedback from public; need to improve customer service; seamless experience • Jointly funded and staffed by three partners: Thurrock Council, Essex Partnership University NHS Foundation Trust (EPUT), North East London NHS Foundation Trust (NELFT) • Focus on single access point providing professional advice, signposting , referral , assessment & management across all three providers • Based in Thurrock Community Hospital • Project initiated in July 2016
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Service Model • Service operates from 7am-7pm, 7 days a week service • Service will be an integrated multidisciplinary team composed of staff from: • Thurrock Community Solutions Team • NELFT Single Point of Access • NELFT/Thurrock Rapid Response Team (RRAS) • EPUT Mental Health Specialist Team • 2 tiers of staff working at any one time during core hours – call handlers and triage specialist staff • Service has direct access to SystmOne (NELFT database) and LAS (Social Care database) with a view of summary information from MOBIUS (EPUT database) via the “Health Information Exchange” (HIE)
3 Benefits for our residents & stakeholders • One central phone number for residents to use: 01375 511000 (e-mail: [email protected])
• Extended access times to social care support
• Improved knowledge/experience of call handlers, meaning more efficient process and better informed (multi-disciplinary) outcomes
• Improved knowledge re. community resources and services held centrally to inform effective signposting
4 November 2017: milestones to date • All staff appointed to including Specialist Advisors and Team Manager
• Staff co-located from 3 July in Council Offices, moved to Thurrock Hospital as of Monday 16 October 2017
• Communications: internal and external communications plans are in place for all partner organisations
• Formal Launch on 2 November 2017
• Project review held on 14 November 2017
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6 Winter 2017: next steps • Analyse performance reporting to ascertain areas for improvement and understand demand across the organisations
• Begin to review standard operating procedures to ensure effectiveness and efficiencies
• Develop links and involvement of housing and lifestyles services
• Develop community asset register further
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Q & A
Thank you
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