In Phase One, three test sites developed and delivered targeted, proactive wellbeing calls, and aimed to identify factors that are critical for a person-centred, strengths-based, safe and effective approach.
The focus was on identifying and recruiting their target population, personalising their approach to calls, risk identification and management, staff development, training and support, and liaising, referring and sign-posting to other services and community supports.
An independent evaluation of Phase One, undertaken by the University of the West of Scotland, concluded that staff, carers and customers valued proactive wellbeing calls. Job satisfaction increased for staff, and customers felt more connected and less isolated.
Overall, test sites reported low rates of referrals to statutory services and a good balance between referrals to primary care and community services and signposting to local community and voluntary supports.