A new approach to designing services: transforming local systems with TEC in mind

Transforming Local Systems Pathfinder Programme

What is the Programme?

The Programme is adopting the Scottish Approach to Service Design (SAtSD) as a particular, helpful approach to transforming local health and care systems. The Programme focus’s on supporting prevention and self-management, incorporating digital technology, where it makes sense to do so.

Four pathfinder areas have been selected to test this design-led approach in relation to an important aspect of system transformation across their health and social care partnerships (HSCP).

Why is this Programme needed?

People want services which support them and assist them to live well; instead they too often experience services which are disjointed and fail to meet their needs. We want to get to a place where services are designed with and for people, and provide preventative and upstream digitally-enabled services and supports – which respond to the needs of citizens.

The Digital Health and Care Strategy, published in April 2018, includes a commitment to embed the SAtSD in delivering products and services that meet citizens’ needs. This includes sustainable, fit for purpose service models, and focuses on service transformation, taking full advantage of digital approaches.

Who is involved in the Transforming Local Systems Pathfinder Programme?

The Pathfinder Programme is being delivered as a collaboration between the Scottish Government’s Technology Enabled Care (TEC) Programme, Healthcare Improvement Scotland’s ihub, the Office of the Chief Designer and Scottish Government Mental Health & Social Care Directorate.

There are four Pathfinder areas across Scotland: Aberdeen City, East Ayrshire, Highland and Midlothian. These areas are working on redesigning services within their partnership. They also have named partners in other areas which are currently: Western Isles/Na h-Eileanan Siar, Orkney, Glasgow city and South Lanarkshire.

Map of Scotland highlighting the four Pathfinder Areas and their Named Partners

Aberdeen City: Improve services for survivors of abuse and define how digital infrastructure and TEC can support service providers in delivering effective outcomes.

East Ayrshire: Whole system TEC to support frail older people to live at home & self-manage in a defined locality (Irvine Valley) building on existing peer mentoring. Think TEC first.

Highland: Redesign breathlessness response to increase consistency, reduce fragmentation and use technology to reduce travel, exacerbation and improve self-management.

Midlothian: Improve the experience of people with frailty, their families, carers and staff by incorporating TEC/digital design in transforming care and addressing structural barriers.

Aims and Objectives

This is a national programme which seeks to:

  • facilitate local partnerships to design preventative and digitally-enabled services and supports, with participation by citizens, by using the SAtSD
  • test whether the SAtSD is effective in the context of the transformation of health, housing and care
  • establish a repeatable and adaptable way of supporting local partnerships, with a national team of experts, from a variety specialist fields.
  • share the learning from the programme’s use of the SAtSD to inform wider transformation programmes, including their use of digital innovations.

The pathfinders share a common focus on principles which can be summarised as:

  • Prevention – Transformation of local health and social care services using digital technology to shift local delivery upstream to prevention and self-management.
  • Person centred – Developing services with and for citizens, users of those services and carers
  • Place oriented – Focussing on particular localities or self-identified communities
  • Partnership inclusive – Equally including health and care, housing, independent and third sectors
  • Personal outcomes – Contributing to improved personal and service outcomes and relevant national indicators

Success Path

The Scottish Approach to Service Design 7 Principles:

While we don’t have all the answers, we think we should start with a set of founding principles and build from there.

  1. We explore and define the problem before we design the solution.
  2. We design service journeys around people and not around how the public sector is organised.
  3. We seek citizen participation in our projects from day one.
  4. We use inclusive and accessible research and design methods so citizens can participate fully and meaningfully.
  5. We use the core set of tools and methods of the Scottish Approach to Service Design.
  6. We share and reuse user research insights, service patterns, and components wherever possible.
  7. We contribute to continually building the Scottish Approach to Service Design methods, tools, and community.

The four pathfinder areas have committed to using the SAtSD, and to redesigning services alongside citizens, named partners and third sector stakeholders.

In order to support the pathfinders we have developed, and continue to test, a model of national support which includes a multi-agency, multi-disciplinary team providing:

  • national co-ordination, support and being a critical friend, i.e. offering constructive challenge
  • design expertise, including the provision of learning sessions and coaching in the application of the SAtSD
  • subject expertise on technology enabled care
  • knowledge exchange and skills development
  • development and sharing of materials and tools
  • support to identify and address barriers for Pathfinders that require co-ordinated support from national agencies using a case by case approach

We aim to share learning by supporting knowledge exchange through:

  • funding the engagement and support of ‘named’ partners, to support and constructively challenge lead pathfinders; this is expected to result in increased uptake and engagement with the Programme
  • fostering the use of a we based platform of evidence, case examples and other information
  • deploying social media, visual materials, bulletins, webinars, engagement in national and local events as appropriate, with website presence and publication of resources and evidence
  • feeding back to contribute to the future development of the SAtSD
  • working with partner organisations, and people who influence opinion, to raise awareness of the approach and its impact
  • support for an integrated approach to evaluation

Transforming Local Systems Pathfinder Programme: Funding and Timescales

The Pathfinder Programme is set to run for at least two years from April 2019, with the potential to extend for a further year, based on a review of impact and effectiveness. The TEC programme has made a significant funding commitment to this programme of work of up to £700k for two years, with the intention to fund for an additional third year. The relatively high levels of funding reflect the transformative ambition of the programme, which will create capacity at a local level and secure appropriate priority and profile locally and nationally.

To find out more follow along on Twitter

@TECScotland @DigiCare4Scot @Digitalscots

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