Integrated Points of Access

Leicester, Leicestershire and Rutland (LLR) currently has various Health and Social Care Adult services Points of Access that receive referrals for both community based services and admissions into and from the acute hospitals. These various points of access provide support to a range of professionals and the public.

Through our integrated care work, we have highlighted the need to simplify these points of access across LLR and bring them together into a single Point of Access.

What organisations are involved in this project?

  • Leicestershire County Council: Customer Service Centre and First Contact Plus
  • Leicester City Council: City Single Point of Contact (SPOC)
  • Rutland County Council: Customer Service Team
  • Leicestershire Partnership Trust: Community Health SPA & Adult Mental Health SPA
  • Leicester City Integrated Crisis Response Service (ICRS)
  • University of Hospitals Leicester: Bed Bureau

Working together, LLR health and social care teams want to provide integrated, high quality services delivered in local community settings (where appropriate to do so), improving the emergency and acute care provided to residents of the area. The teams see the creation of a single point of access as one of the “foundation stones” to supporting this ambition.

The aim of integrating points of access is to make it as simple as possible to access health and care services, without having to go through multiple services and organisations.

The overall vision is that by calling one number or submitting one electronic referral/e-mail, a customer service officer could deal with all aspects of the referral for both health and social care provision. They would have the appropriate access to the relevant components of the health and/or social care record and any care planning already in place. They will ensure the care request is referred to the correct services for the patients personal needs, in an efficient and speedy manner utilising only one referral rather than the existing multiple referrals required.

This project has begun a staged approach to achieving its ambition and has completed the first stage which has largely been about understanding how each existing point of access works now, starting to design how it will operate in the future, identifying the estate solution for the new site and identifying the Information Management and Technology requirements it will require to enable it to be successful.

During August to October 2017 the programme completed a formal gateway review which was circulated amongst the programme partners to enable each Organisation involved to understand if continuing with the programme is still the right decision to make. Once this has been decided, the programme is planning to undertake further planning and design decisions to enable each of the existing Points of Access to come together informally into a shared space and start to understand what it will mean to work together with a single management structure etc.

The remaining stage of the programme will be completed over the following 18-24 months, to undertake the required developments to ensure that by May 2020 the IPOA will be an agile, efficient, effective and high performing service with the ability to handle all contacts irrespective of the access channel used. This will be within a clearly defined and communicated set of performance measures, that will be unambiguously understood by the public and providers in relation to the type of support and services that they can expect from the service.

For more information contact Mark Dewick, Programme Manager