Idea Description
Supplementary Information
Innovation 'Elevator Pitch':
A workforce management solution (including scheduling, rostering, mileage optimisation and BI tools) which enable the NHS to achieve greater quality & efficiency, whilst improving patient wellbeing and outcomes.
Overview of Innovation:
NHS Community Teams are dealing with increasing numbers of early discharges from hospitals, complex care packages, patients with co-morbidities & mental Heath challenges. Organisations are also trying to make a concerted effort to reduce hospital admissions in order to ease the pressures within the acute sector, while continuing to provide the best clinical outcomes for patients. CM2000 works with the NHS to develop innovative workflows & processes needed to ensure that existing Community based teams are working to optimal efficiency. Safety is key but there is also a need to ensure that teams have a strong cohort of experienced staff with the capacity and experience available to meet the ever increasing demand, this is where CallConfirmLive! comes into its own

CM2000 delivers innovative IT solutions to help enable the NHS to achieve greater quality & efficiency, whilst improving patient wellbeing & clinical outcomes. CM2000 has a proven track record of working with NHS organisations and over 900 Private Providers of health & care services in the community, and over 75 Local Authorities, ensuring that care is delivered cost effectively, efficiently & safely

CallConfirmLive! is an electronic rota management solution, schedule optimisation tool, mileage wizard & mobile working solution (facilitating lone working too!) for teams working on the frontline and for Trust wide visibility, we use our Business Intelligence solution (CMBI) which provides a strategic view for effective performance management & capacity planning across one, or all of the services you manage allowing for a more unified service

CallConfirmLive! can not only help to improve efficiency and reduce overall costs but can also support with the prevention of Mental Health Crisis events - Health Care Professionals & team Managers benefit from real time updates via the observations feature & assessment platform. This allows all staff to; report on a Patient’s changing condition, raise alerts back at base for further input, plus ensuring if a patient receives multiple visits per day, all staff have the most up to date information

The CallConfirmLive! solution, used in conjunction with the online carers/patient portal allows for information regarding patients visits/progress to be monitored by family members/advocates/patients themselves

The solution ensures a proactive approach when a patient is at an elevated risk of crisis and inform those closely involved with the patients care
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
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Innovation 'Elevator Pitch':
Integrate with PAS and rostering systems, to bring together capacity and demand; automating manual processes used to judge which staff ought to be scheduled to which patient appointments with dynamic rescheduling throughout the day via mobile app.
Overview of Innovation:
NHS community services are one of the last industries to adopt an automated and intelligent appointment scheduling system to help manage their field based (community healthcare) staff. Significant improvements can be made in the way community workforce are managed by optimising the patient appointment booking (scheduling) process.

Initial research indicates that there are few Trust with systems in place to effectively and efficiently schedule which staff should visit which patients at which times. Our objective is to work with NHS Community Trusts to develop MISS (Malinko Intelligent Scheduling System) to systemise the current informal and ad-hoc processes used to do this.

Malinko is a scheduling system with mobile app to allow staff to check in and out of visits which is already used in other sectors.  It requires some additional work to ensure that it works well for the healthcare sector.  These elements are:
  • Integration with the PAS (Patient Administration System) to bring in patient appointment requirements and with the rostering system to for staff capacity.  By taking this information, along with predefined parameters based on provided KPIs, Malinko’s scheduling algorithm will ensure that the rostered staff attend the optimal visits.
  • Mobile app to enable staff to communicate live back to the main system any issues that would result in their visits to require rescheduling that day. The Malinko system would then automatically reschedule these and let any affected staff know. 
  • The office staff have a live nurse tracker board, enabling them to see last known locations of all nurses out in the field.
  • The nurse can send a text message or voice message to the patient to let them know they were on their way to avoid DNAs (Did Not Attends).
This would enable substantial productivity gains and cost reductions within NHS community services with marked reductions in non-clinical contact time as Nurses on average spend 19% time in administration includes office visits. It would also result in significant service improvements being achieved as it would allow community nurses to both spend more valuable time with patients and enable them to see more patients.  In turn, we would expect to see a reduction in acute activity and pressures.  Additionally, by optimising the appointment booking process there is an opportunity for NHS Community services to make direct cost savings in area’s such as travel, administration, staffing and the costs associated with DNAs.

Stage of Development:
Evaluation stage - Representative model or prototype system developed and can be effectively evaluated
WMAHSN priorities and themes addressed: 
Mental Health: recovery, crisis and prevention / Digital health / Innovation and adoption
Benefit to NHS:
Integration with the PAS and the staff rostering system into the MISS to intelligently create the appointment schedules has a whole range of benefits for the NHS provider and patients.  In summary:
  • Improve caseload management using skills, knowledge and training to best effect.
  • Help release and focus capacity due to ‘live’ organisation wide view of demand and capacity.
  • Reduces time in morning meetings at start of day as these can be electronically received by staff.
  • Automatically scheduling based on an algorithm, reducing staff scheduling time and leaving them to just approve and make manual alterations to this schedule.  
  • As referrals come in during the day, they are automatically added and scheduled dependent upon priority.  If they require a visit within the day, the system will automatically add the job onto the most efficient round and dynamically reschedule other appointments effected.
  • Route optimisation, reducing time spent travelling and cost of travel.
  • Automatic mileage expense claims based on these routes.
  • Release time to care improving patient and staff experience.
  • Patient feedback mechanism to report satisfaction with the service.
  • Analysis of patient/community nurse combinations - eg where a patient dislikes a particular nurse and so is regularly out for their visits
  • Ability to send telephone and text alerts to patients reducing likelihood of DNA and leading to improved timeliness of visits including administration of medicines. This will also result in giving patient a narrower window of likely nurse arrival.
  • Ensure prioritisation of patients that need to be seen today and those that can be deferred.
  • Ability to redirect workforce to high risk patients in an emergency, therefore preventing admissions.
  • Ability to provide continuity of care as system logs number of previous visit during allocation process.
  • Benchmarking performance across the team members or indeed whether the team as a whole is underperforming against an external benchmark with full visit history for each patient and by each staff member. Spot trends and improve resourcing.  Examples include identifying where a patient doesn’t like a particular nurse and so is regularly out for their visits, or to quickly identify training needs where staff are regularly underperforming for particular types of visits.
  • Lone worker risks prevented with mobile app and nurse tracker board.  Silent panic alarm button within the app can send to office or escalate to emergency services.
Initial Review Rating
4.20 (1 ratings)
Benefit to WM population:
MISS can help the NHS to deliver better care at a lower cost by freeing up capacity to meet ever increasing demand.
Based on in-depth research on site with 4 NHS Trusts, West Midlands NHS Community Service providers can reduce the following by deploying the MISS:
Reduce senior nursing non-clinical contact time: It is forecast a service/locality with 20 FTE staff, with one locality manager and two senior triage nurses, could reduce 109 hrs/month of senior nursing non-clinical contact time by automating the patient allocation process with MISS (3.6 hrs per day of senior nursing time 7 days per week; service running at 50% at capacity the weekend).
Reduce Community Nursing/HCA non-clinical contact time: It is forecast a service/locality with 20 FTE staff and 16 community nurses/HCAs could reduce 416 hrs/month of non-clinical contact time (1 hour a day per nurse - 7days a week; service running at 50% capacity at the weekend).
Reduce DNA rates by 50%: Although one Trust we have worked with reported a DNA rate of 10%, we have little hard data with regard to current DNA rates and the cost of each DNA to the Trust, the view is DNA rates could be significantly reduced by adopting MISS’s integrated automated patient appointment reminder system (text and voice calls). Other NHS Trusts have analysed how much each DNA costs, reporting an average of £80 per DNA. Reducing DNAs would also have a significant impact on improving the efficiency of the service/locality and reducing patient complaints.
Other potential cost savings include (more detailed analysis required): Overtime; Bank and Agency; Travel; DNA; Replace incumbent standalone lone worker system in two of the Trusts; Replace current standalone expenses system; Admin.
Current and planned activity: 
Nov 15: 1st NHS customer 

Nov 16: Agreement from GM NHS Trust to deploy MISS in their District Nursing service across 6 localities and their District Nursing evening service, pilot funded by the GMAHSN Momentum bid. 

Dec 16: Other pilot start; deploy MISS in their District Nursing service in two localities.

There are a number of other NHS organisations who are interested in MISS.  We are looking for further pilots or early adopter profile Trusts, which due to recent funding we are able to part fund internally.

We would like introductions to (Deputy) CIO or (Deputy) DOF roles within West Midlands and nationwide to NHS Trusts which provide community services, including mental health.
What is the intellectual property status of your innovation?:
The IP is held within Liquid Bronze.
Accredited with Information Governance
Accredited with ISO27001
Return on Investment (£ Value): 
Return on Investment (Timescale): 
2 years
Ease of scalability: 
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Innovation 'Elevator Pitch':
Consultant Connect enables a GP to dial a single number to immediately reach an appropriate specialist.  Immediate Advice and Guidance is better for patients, clinicians & NHS. It is currently used in Elective, Urgent & Mental Health care settings.
Overview of Innovation:
Consultant Connect is a simple CCG funded telecoms system that provides GPs with immediate access to telephone-based specialty mental health advice and guidance. By talking to a specialist, often whilst the patient is still in the surgery, the GP is better able to provide the right care first time to the patient, often avoiding an unnecessary referral or admission.  The specialist is based within a nearby NHS Trust Hospital.
GP calls connect directly, via a standard rate number, to teams of local specialists via their mobile phones with each specialist getting c 20 seconds to answer a call before it automatically forwards on to the next specialist. By connecting to teams of specialists, rather than to individuals, the connection rates are high.  The order in which specialists receive calls is based on a Rota of specialist availability that has been provided by the team. This rota can be either managed by us or by the team itself through an online portal.  The team of specialists are based in the local NHS Trusts.
Once connected, calls are recorded as highly encrypted, information-governed digital files which provide a medico-legal record which is available to the relevant GP practice and specialist team.  At the end of the call GPs are asked to stay on the line for a few seconds to rank the outcome – this gives the CCG a broad view as to the effectiveness of the system and their investment in it. Specialists are also asked to rank the outcome via text message as a back-up.
This service is in operation nationally across many specialties in physical and mental health.

In what instances should/can Consultant Connect be used?
The way in which this system is used is ultimately determined by the CCGs, Trust/Specialists and GP practices collectively, but it is generally accepted that calls will be made for patient-specific advice.
Within mental health we can connect GPs to the most appropriate mental health clinical professional (e.g. Psychiatrist, Psychologist, Cognitive Behavioural Therapist) to discuss issues such as:
  • Whether a referral is needed
  • Medication management/prescribing questions
  • Access to crisis support
We offer our service to best meet local needs between service users, GPs and Mental Health Trusts. 
We can tailor by service, specialty or pathway.
The speed of connection is such that the GP’s can (at their discretion) call whilst a patient is still with them.

Consultant Connect Service
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
WMAHSN priorities and themes addressed: 
Mental Health: recovery, crisis and prevention / Long term conditions: a whole system, person-centred approach / Wellness and prevention of illness / Education, training and future workforce / Wealth creation / Digital health / Innovation and adoption / Patient and medicines safety / Person centred care
Benefit to NHS:
Why Trusts and CCGs work with us
  • Better patient experience – speeds up the care pathway, avoidance of unnecessary visits and contact with secondary care services, reductions in follow-up visits to GP Practices
  • Better GP experience – more patient episodes conclude with no follow-up work, case based learning, reconnecting with specialists
  • Better specialist experience – reduction in inappropriate referrals to secondary care services, reduction in the number of written requests for advice that require responses, reconnecting with GPs
  • Better for the mental health trust and CCG – full tracking of Advice & Guidance activity, greater ‘whole system’ efficiency, with savings available to support other hospital and community initiatives

How we perform
  • In Physical Health, across all elective care specialties, 66% of calls to Consultant Connect result in the patient avoiding a trip to hospital (referral or admission)
  • In Physical Health, across all of urgent care specialties, 27% of calls avoid a hospital trip that day (attendance or admission) and a further 36% of from A&E
  • In Mental Health, 39% of calls to our Mental Health Advice & Guidance line avoided a referral
What a Consultant Connect call has meant to …
… GPs
“The call enabled me to deal with some abnormal results in an efficient manner – which tests to request and what to do with the results. Saved a referral.”

… Consultants
“I took a call regarding a patient with syncope and ataxia. I avoided an unnecessary admission and got the lady seen urgently in an outpatient clinic.”

… Commissioners
“Consultant Connect is our only QIPP scheme that is over delivering against its YTD QIPP target. I’m genuinely struggling to know how to deal with all this positivity. It’s very unusual in my line of work. Great news.”
Initial Review Rating
4.80 (2 ratings)
Benefit to WM population:
Nearly 2,000 patients were spared an avoidable visit to hospital in the West Midlands by GPs who used Consultant Connect to contact specialists for immediate advice.
Doctors in the West Midlands turned to Consultant Connect, which allows them to speak to a specialist, often with the patient still in the room and can save them waiting days for a response or being sent to hospital for further checks.
Around 1,850 patients were spared going to Sandwell Hospital as well as Heartland and Good Hope Hospitals in Birmingham.
The service covers cardiology, diabetes and endocrinology, gastroenterology, gynaecology, general surgery, haematology, paediatrics, renal medicine, urology and respiratory medicine.
Since the phone line launched, GPs from 100 surgeries across Walsall, Sandwell and Solihull have made nearly 2,500 calls to specialists to get expert advice on the best care for their patients.
Consultant Connect estimates that West Midlands GPs and consultants have saved the NHS £570,000 by ensuring patients get the right treatment from the beginning.
When local GPs used Consultant Connect, around 50 per cent of their patients avoided the inconvenience of a trip to hospital.
Ref: Pharmacy Choice, 9 June, 2017
In one West Midlands CCG, the number of outpatient referrals dropped by 6 per cent over a three-month period.   This was Solihull CCG into HEFT (Heart of England Foundation Trust).

We are currently working with the following CCGs in the West Midlands AHSN area:
Solihull CCG, Coventry and Rugby CCG, South Warwickshire CCG, North Warwickshire CCG, Worcestershire (South Worcestershire CCG, Redditch and Bromsgrove CCG and Wyre Forest CCG).  We are also working with the GP Federation Modality Partners in Sandwell.
We are working with the following Trusts:
  • HEFT - Heart of England NHS FT
  • SWFT - South Warwickshire NHS FT
  • UHCW - University Hospitals Coventry and Warwickshire NHS Trust
  • WAHT - Worcester Acute Hospitals NHS Trust
  • Sandwell and West Birmingham Hospitals NHS Trust - SWBH
  • George Eliot Hospital (GEH)
Current and planned activity: 
Current activity:
We are delivering Consultant Connect with over 45 CCGs across the UK, covering more than 12.8 million patients and over 1,700 GP practices.  To date we have handled 98,000 calls.

Planned/Required activity:
We would like to further roll out Consultant Connect to willing GPs and Trusts.  We would also appreciate any assistance in undertaking a formal return on investment review of our service to show very clear and robust data that we save money, and quickly.
What is the intellectual property status of your innovation?:
Consultant Connect Ltd own the telecoms system software and BI data reporting.
Return on Investment (£ Value): 
Very high
Return on Investment (Timescale): 
0-6 mon
Ease of scalability: 
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Innovation 'Elevator Pitch':
Combining patient demand, workforce availability & skills to deliver care, eCommunity supports right skill, right place, right time in the community, identifies daily & broader skill mix gaps, reducing time & improves quality of visit allocations
Overview of Innovation:
District and community nursing have unique pressures in terms of identifying and coping with high demand across a wide range of care needs. Service demand, rosters and skills have traditionally been held in separate systems, many of which are paper based. Bringing all this information together into a single visual solution enables service managers to make faster, smarter decisions ensuring quality care is delivered and the workforce isn’t burned out.
The additional released administration time for senior team members enables faster visit allocation and allows them to spend more time supporting their staff and patients.
eCommunity is a web based solution that enables visit allocators to rapidly plan days for frontline staff in under 30 mins, something that currently takes 2hrs +. This new allocation process is supported by supplying recommended best fit treatment by continuity, acuity, skills availability and location.
For the first time a team or whole service has a forward facing view of capacity and can create a roster to meet demand, be well informed of capacity gaps and proactively even out demand rather than react to circumstances.
Utilising a “care catalogue” dictating time and skill needed to deliver treatments, eCommunity ensures that the workload given to a member of staff is both appropriate for their skill mix and can be delivered within the allotted shift time, two advantages other services cannot evidence. “Actualising” the actual time it takes to deliver care and updating the care catalogue is a vital to ensure capacity and demand is based on real life evidence.
eCommunity is web based, making it accessible from home enabling staff to be well prepared for their first visit the following day, removing the need to “go to base” at the start of a shift saving hundreds of care hours a day.
Utilising smart capacity, demand & caseload allocations means fewer people can manage greater demand and larger teams. This further frees up often highly skilled team managers to focus on delivering care and supporting frontline staff.

eCommunity is the first dedicated operational tool designed by experienced, practicing community nursing teams to improve both the care delivery and working practices for staff.  This level of dynamic, real life operational support and intelligence has not previously been possible using existing clinical tools and systems.
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
WMAHSN priorities and themes addressed: 
Long term conditions: a whole system, person-centred approach / Wellness and prevention of illness / Education, training and future workforce / Wealth creation / Digital health / Patient and medicines safety / Person centred care
Benefit to NHS:
The quality of care delivered will be significantly improved via the “care catalogue” that ensures that the nurses assigned to deliver treatments have the appropriate skills. This not only improves care quality but also improves job satisfaction and role engagement as staff know the scope of care is within their capacity.
One of the largest efficiency savings will be the releasing of time available to care. This is possible by pre-planning, enabling care delivery to commence immediately at the start of a shift, not requiring a pre-meeting at which the visits are allocated. Hundreds of hours of additional care time will now be made available.
Business intelligence is key to optimising available capacity and demand, identifying skills gaps and aiding training & recruitment. Team differences in care delivery are identified through visit ‘actualisations’ and an accurate picture of what treatments are being delivered. This smart business intelligence can be used to drive discussions with commissioning organisations.
Significant reductions in travel mileage will also be realised by ensuring smart navigation and scheduling of visits that optimise travel. Given the huge mileage covered in delivering care, even a small saving in distance travelled delivers big financial and carbon footprint savings.

eCommunity can deliver these advantages for large teams or small teams delivering specialised services via a single license for unlimited use.
Initial Review Rating
3.40 (1 ratings)
Benefit to WM population:
eCommunity is flexible and adaptable able to work effectively with any kind of mobile workforce that includes a variety of skill mixes and challenges, where capacity and demand are under pressure.

Although primarily designed for use in community and district nursing, its value would be realised across any health or care service.
Current and planned activity: 
eCommunity now 12 months old and benefits in use are being collated
(See attached Appendix ‘Testimonials’ for NHS user testimonials)

eCommunity solutions have been trialled and liked by frontline staff and team leads. However, many care providers struggle to formulate suitable business plans to support investment, despite obvious savings, lacking adequate baseline data and IT support to evidence impact.
eCommunity development is ongoing to enable a ‘live view’ of workloads for all staff delivering care and flag when visits need re-allocation to ensure assigned visits & tasks can be delivered. This development is only possible by effecting cultural change to complete information immediately at the end of each visit, not waiting until return to base.
Work ongoing to integrate eCommunity within a clinical tool. Current tools are mis-perceived as the “be all and end all” of IT solutions by both frontline staff and senior management, despite their lack of support for operational needs
What is the intellectual property status of your innovation?:
IP is fully owned by QES
Return on Investment (£ Value): 
Very high
Return on Investment (Timescale): 
6-12 mon
Ease of scalability: 
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