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The introduction of a patient support service

The introduction of a patient support service. Shelagh Palmer. Background. Local research jointed funded by GGNHSB and Visibility Review services, gaps, opportunities Identified common themes Mapped as “patients journey”. Individual with Sight Difficulties. OPTICIAN. G P. OPHTHALMOLOGY.

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The introduction of a patient support service

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  1. The introduction of a patient support service Shelagh Palmer

  2. Background • Local research jointed funded by GGNHSB and Visibility • Review services, gaps, opportunities • Identified common themes • Mapped as “patients journey”

  3. Individual with Sight Difficulties OPTICIAN G P OPHTHALMOLOGY VOLUNTARY SECTOR REGISTERED NOT REGISTERED BP1 L V CLINIC SOCIAL WORK Lost to system

  4. A New Service • Consensus across users and professionals • Need for emotional support at point of diagnosis of untreatable eye condition • “No more can be done” • Fulltime post based in hospital, managed by Visibility

  5. Underpinning themes • Supporting the transition from the medical world to social and functional world of living with poor vision • Quality of life and independence

  6. What the service offers ? • Private, non medical environment • Patient led/ needs led discussion • Time • Skilled worker to listens to concerns, worries • Lessens confusing by information and signposting to services • Links to SW and local support

  7. Monitoring and Evaluation • Quantitative measures enquiries, age, sex, eye condition, analysis of enquiry log • Qualitative measures follow up interviews professionals and patients, case studies, reflective log,

  8. Who refers to the service ? • 1734 enquiries in two years • 50 % referred by medic/ nurses • 25% referred by optometry • 20 % self referral

  9. Who uses the service? • Over 60% female • Nearly 70 % over age of 60 • Almost half (48%) have ARMD • Over 50 % registered B or P/S • Almost half live on their own • Over 40 % emotional score of 4+

  10. What patients talk about? • 60% loss of skills and independence • 58 % confusion over services • 58 % needing practical advice • 43 % scared of going blind • 85 % contact details of local SW

  11. What patients say ? • “Now know what to expect, what happens next” • “Told me about things I didn’t know existed” • “Takes time to explain things” • “Can ask stupid questions” • “Feel better knowing help is available”

  12. What staff say? • “A missing part of the team is filled” • “Lightens our load and we don’t feel as guilty because we don’t have the time” • “Gives patients to info we don’t have or don’t know about”

  13. Internal Impact “ The patient support service has produced magnificent results from day one and has triggered the culture change needed to merge medical and social care for patients. It is a win win situation” Lead Consultant Ophthalmologist

  14. Key Factors • Consultation and involvement • Fulltime post covering all clinics • Private room, equipment, info • Clear referral pathways • Feedback to refers • Fast tracking urgent cases

  15. Conclusion • Immediate practical and emotional support • Holistic service for VI, families, carers and professionals • Lessens anxiety and confusion • Helps to retain and regain confidence, skills and independence

  16. Contact Details Shelagh Palmer 0141 332 4632 Shelagh@visibility.org.uk www.visibility.org.uk

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