A new Care Navigation Service (CNS) has been created by SCW, which brings together a number of our current patient facing services including our Booking Management Support Services for hospital and patient transport, our PALS & Complaints service and our Directory of Services (DoS) support. The initiative looks to the future by providing a more synergistic solution and aligning its services with the emerging new models of care across the NHS such as providing co-located and virtual hub based support, which helps clinicians, patients and carers make the most effective use of local services.
Liam Williams, SCW’s Director of Commissioning Performance said: “Our pre-existing SCW Referral Management Centre and the other services being brought into CNS, have a proven track record of delivering high quality support consistently scoring highly in customer rankings. The CNS will be a recognised centre of excellence providing a range of services to our customers including CCGs, NHS England and Acute Provider Trusts.”
Liam continued: “The CNS has enhanced SCW’s capabilities by creating a more synergistic solution. It offers a range of services aimed at supporting patient choice, improving care pathways, ensuring equality in access and delivering system efficiencies. It also allows better implementation of DoS (NHS111 & Provider) and e-referral, focusing on primary prevention and social prescribing.”
The DoS support service includes a high level of MiDoS expertise and offers an enhanced pathway service that helps clinicians and NHS111 services to gain wider access to information in support of referrals into primary, community and unscheduled care services. As a result it can drive a reduction in unnecessary urgent & emergency attendances at Emergency Departments and 999 ambulance dispatches. The tools can also be used alongside SCW’s Business Intelligence analytics team to support capacity and demand management, helping CCGs & systems with winter planning.
Liam added: “To further enhance our CNS offer we are also currently including services in support of repeat prescription management. This helps reduce medicines waste and releases primary care capacity. We are always keen to work with clients to extend the range of services available either through our existing offers or by working with them to develop new ways of using technology and control centre based services to meet evolving health and care system needs."