T ECHNOLOGY E NABLED CARE I MPROVEMENT P ROGRAMME Laic Khalique NHS Highland

Aim Double NHS Highlands Telecare provision across the Highlands from 3,500 in 2014, to 7,000 in 2017 Aim Double NHS Highlands Telecare provision across the Highlands from 3,500 in 2014, to 7,000 in 2017 Increase trained responders in the community from Sept 2014-Sept 2017 Develop and increase access to online resources, from Sept 2014-Sept 2017 Increasing our marketing and activity and self referral from Sept 2014-Sept 2017 Establish close links and partnerships with relevant stakeholders such as the Scottish Fire and Rescue Service and the Scottish Ambulance Service. Maximising benefits from our existing links with third sector and community groups adopting a co-design approach Ensure that relevant data governance and sharing agreements are in place for all stakeholders. Use Community Champions to further embed technology use so that it becomes an integral part of our service provision. Embed a ‘first-recourse’ approach to technology within our integrated teams Establish a collaborative framework and new service model to ensure that the project is a cost effective use of resources. Establish the scope of the project and agree the role and specification of responders within the service. Ensure that the project aim is congruent to our strategic and operational plans. Driver Diagram

A IM To double our Telecare provision across the Highlands 3,500 in 2014, to 7,000 in 2017 To develop Telecare into the primary locus for supporting care at home and in the community To remove barriers to service for potential Telecare clients who are particularly vulnerable by increasing responders within our communities To adopt a partnership approach with all relevant stakeholders, including the Scottish Fire and Rescue Service and the Scottish Ambulance Service

M ETHOD - S TAGE 1 Strengthen and expand our use of Health and Social Care Co- ordinators and Single Point of Contact strategy to promote an integrated approach to discharge planning Using our Reshaping Care for Older People funded posts to promote our technology services in our Highland communities Continued marketing and further community engagement Increase responder availability within remote and rural communities Establish Telehealthcare Technology Task Group, enabling us to implement a co-design approach to new technologies taking into account the needs of all stakeholders, especially our users

M ETHOD - S TAGE 2 Introduce a technology based platform that will coordinate and facilitate the training of a reservoir of local volunteers in remote rural communities to provide a Primary Responder service for our Telecare clients removing a significant barrier to expansion Work in partnership with the Scottish Fire and Rescue Service and the Scottish Ambulance Service in order to develop comprehensive online resources, including training, management and coordination tools for volunteer responders Development of a Smartphone App that will incorporate a ‘Responder Availability Calendar’, that provides a formal structure for a 24 hour community based responder cover that is managed by local communities

P ROCESS C HANGE – ENGAGEMENT AND M ARKETING Revision of referral process - SPC Building and capitalising on relationships across third sector and community groups Increasing training and marketing activity across targeted areas – evangelising technology as a change agent Technology Champions to further embed technology use so that it becomes an integral part of our service provision. Embedding a ‘first-recourse’ approach to technology within our integrated teams to prevent unscheduled admissions.

A CHIEVEMENTS Average weekly client increase of 0.59% against target of 0.64% Greater understanding of the impact and use of Telecare within the community Swifter and simpler referral process Increased profile of Telecare within targeted areas throughout our organisation through networking, influencing and motivation Formation of a strong basis for partnerships with key stakeholders

R ESULTS Target weekly increase: 0.64% Average actual weekly increase: 0.59%

K EY L EARNING POINTS Relationship building across the our organisation is key Targeting key areas to ensure maximum return Placing the impetus for change both against the context of the challenges we face and our strategic drive for reorientation Ensuring our process is consultative and that all stakeholders are engaged Sharing case studies and client experiences Greater understanding of the challenges in delivering technology based solutions to remote and rural populations Ensure that the correlation between marketing activity and % increase in clients becomes stable and entrenched.

N EXT STEPS Promote Telecare self assessment tool within the Living It Up Platform Sustaining and embedding an ambitious training marketing strategy Developing digital resources for training responders within remote and rural communities Develop a Smartphone App that will incorporate a ‘Responder Availability Calendar’, that provides a formal structure for a 24 hour community based responder cover that is managed by local communities.