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Last Saturday morning I was having a cup of tea with Andy
talking about Friday night and trying to explain how the annual
evenings hosted by David Towell.
Last year I blogged about person-centred leadership. I commented
that you know it when you see it - just from being in the same room
with someone. Friday night was like that. David has a gift for
connecting people, and asking questions that lead to in-depth,
He generously, around the time of his birthday, hosts an evening
at the Kings Fund in the name of the Centre for Inclusive Futures.
He jokes that paying for the food and wine entitles him to ask us
to work, and talk to each other around a particular question. This
year he asked:
Where are the current opportunities for making and
shaping positive differences in the lives of disabled
The nights that David hosts are a
different kind of community building - intentional community
building around a shared passion and interest, often called
communities of practice. David achieves this through the questions
he asks, his generous hospitality, the way he structures the
evening and the diverse group of people he invites - his circle. On
Friday night it was an international group of family leaders and
campaigning self advocates, people from organisations who may in
other times see themselves as competitors (going for the same
tenders), an actor, writers, leaders in all senses of the word.
A little after 8pm, David takes the microphone and invites
people who have been 'listening posts' to share what they have been
hearing and learning.
I normally don't enjoy being in a room with lots of people that
I don't know, trying to make small talk, so at any other time I
would be avoiding situations like this. However, because
conversation is focused on a question, I have 'permission' to ask
this directly, and it leads easily to deeper conversations. This
year I met another Andy (Andy Bradley) who inspired me to think
about compassion and mindfulness in my work, and we have been in
contact since Friday thinking about opportunities to connect what
we do. I also met Julia from NEF and took the opportunity to tell
her how personally powerful I have found the '5 Ways to Wellbeing'
that they had developed.
It is also a great way to connect with people I do know, but may
only see once a year. The work that Sally Warren and Paradigm are
doing about An Ordinary Life is excellent, and seeing Sally gave me
an opportunity to tell her this. I talked with Nic Crosby about
where he is seeing good progress in children's budgets, and I now
have some people to contact to learn more.
I left with new people to contact; having contributed to a wider
conversation; inspired by a different way to think about
compassion; appreciative and gently challenged at the same time by
So here is my challenge back to you David - please help more
people learn from the people in your circle - the Inclusive Future
blogs for example? And thank you, for your leadership, and
intentionally connecting diverse people through powerful questions
and great hospitality.
As I left the meeting last night Hilda and Nick
were comparing notes about old movies that they loved. Hilda was
talking about her all time favourite with Cary Grant, and talked
knowledgeably about the original involving the Empire State
building, and the remake which was set in a plane.
Nick and I had met Hilda for the first time, with her great
Niece, Gill, to begin the process of delivering person-centred home
care to Hilda. Hilda calls this her 'personal shopper'. Hilda is
92, a fantastic film buff, she lives by herself near the coast, is
registered blind and now is in the early stages of dementia. Gill
and Gill's daughters Barbara and Rachel support her and stay over a
couple of nights a week. She has great neighbours too, Jean and
Brian, who call in every day. Her daughter Joan lives in the
States, in Pittsburg, and whilst we were there, Joan phoned Hilda
to see how the meeting was going. For Gill and Joan and for Hilda
too, there had been one too many near misses with traffic as she
crossed roads on the way to the shops. Hilda also needed more and
more help to find the items she needed and to read her shopping
list as her eyesight was deteriorating and she is now registered
blind, although she does have some vision.
Nick and I met with Gill and Hilda for an hour last night, to
learn about her and what she wanted from a service. Here is some of
what I learned about Hilda last night, through purposeful
conversation, and from being introduced to her family through the
array of precious photographs in the lounge and kitchen.
I learned what people love and admire about Hilda from talking
to Gill when we were arranging the first meeting. Hilda has a great
sense of fun, is incredibly organised and tells it like it is!
Today, I am typing this information into Hilda's one-page
profile, and 'matching staff' and Nick is going off to start to
find the right person.
Why are we going to so much trouble for a weekly contract worth
less than £30 per week? Well, three reasons. We want to demonstrate
what the most person-centred home care could look like, and this is
then 'simply the way we do business', whatever the size of the
contract. We also want to build trust with Hilda. If we can provide
her with staff that are well matched to her, and support them to do
an excellent job, then as Hilda needs more support (as we all will
at sometime in our future) then we would like to be her first
choice to provide that. I have just finished the book, 'Raving
Fans' and this relates to the third reason. If Hilda and her family
are very happy with their service, they are likely to mention it to
other people. Funnily enough, as we left last night, Gill mentioned
to me another relative of Hilda's who lives in Chorley, who might
be interested in this new service.
I was managing a busy London Learning Disabilities Social Work
team when the White Paper Valuing People (2001) enshrined person
centred planning in government guidance. As a team, we
invested our annual training allowance into a two day training
course on person centred planning with Barbra McIntosh.
We were inspired. We were enthused. We couldn't see how we would
ever have the time to include these creative and wonderfully
artistic yet lengthy processes into our statutory social worker
role. But our commitment to the process of person centred thinking
was firmly established.
Since then, I have worked in the voluntary sector, returned to
front line statutory social worker and currently, train
social workers in practice and teach on a university social worker
programme. As a statutory social worker, I never did get to
coordinate a full person centred plan but have been very pleased to
be invited to participate in the planning process for a number of
people. Over time, I have seen fewer of the elaborate,
artistic plans associated with person centred planning pinned
to people's bedroom walls to be replaced by simpler one page
profiles that can sum up what matters to a person on one side of
A4. I have found that these can be invaluable as a means of
understanding what is important to the person I am meeting.
One page profiles can be created as part of the process of
getting to know someone and they can also be used for recording
what is known about the person to make it easier for them to
communicate the essential stuff.
Social workers may not often have time to create one page
profiles but we can offer support to the experts to do the job. The
experts will probably be the subject person themselves and might
also include family members, friends or support workers.
For a social worker, aiming to get to know someone in a limited
timeframe, a one page profile can be an absolute boon. The ability
to present a person not just a need in a matter of moments
engenders a person centred approach. Clear directions about how
best to communicate with someone, how they prefer to be addressed
and specifically, what we need to do in order to support them can
save valuable time. Where possible, it would be fantastic to see
one page profiles being sent in with referrals.
I would like to see one page profiles being used in all funding
I often introduce one page profiles on courses for social work
and social care staff. Sometimes workers say that their services
use one page profiles. Usually, service managers say that they will
be introducing one page profiles to their services. Almost always,
social workers say that it would be fantastic and so much easier
for them to get to know people in the very limited time available
if everyone they visited had a one page profile available.
On Social Work training courses as well as at the university, I
ask people to have a go at completing their own one page profiles.
I offer a template and bring coloured pens for the artists in the
group as well as stickers for those like me who really cannot draw.
People create. I often play music (always Abba but this is
not prescriptive) and put chocolates on the tables to help people
to relax and enjoy the process.
On the whole, people can feel uncomfortable writing what others
like and admire about them. If it's a group who know each other
well, I usually ask them to get others to complete this section for
them. This can be a fabulously validating exercise and can serve as
a reminder that having our strengths reflected back to us; as long
as they are authentic can feel a bit embarrassing but can also be
empowering and fun and can strengthen our bond with the person
The section about what is important to us is usually the easy
bit and gives the opportunity to talk about our lives in a positive
What people need to do in order to support us is always the
tricky bit and is the part that reinforces the importance of detail
in any effective support planning. A profile might say that I'll
beg and plead to get out of it but actually really do want to go
running every Saturday so need encouragement to go. It might say
that I'm horribly allergic to cats and must be reminded to carry
anti histamine. Or it might say that (and yes, these are all quotes
from my profile) I have no intention of ever leaving the house
without wearing mascara so everyone does need to wait while I put
it on. Used effectively, these can form the basis of an
understanding of some of the support that I might need to live my
life in the way that I want to live it.
One page profiles certainly don't replace the need to get to
know people and they can never replace the need for good
relationship building that is the basis of all effective social
work but from a social worker's perspective, they are a useful and
accessible tool for focussing on what really matters to a person.
This is one element of person centred planning that can fit well
into statutory social work. And you don't need to be artistic to
guest blogger this month is Gary Jones, Head of Commissioning,
Doncaster Metropolitan Borough Council. Gary was originally very
sceptical about person-centred practices, and here he explains how
he is starting to make changes in Doncaster.
Having recently moved to Doncaster Council to lead Commissioning
within Adult Social Care, I felt it was important to understand the
sense of direction from a 'user led perspective'. I thus
participated in a workshop with a number of user led organisations
to develop a personalised approach to commissioning within the
borough. Towards the end of the workshop it felt appropriate to
begin to understand the road map that would allow us to comprehend
what success looked like. Clearly I had dramatically underestimated
the task in hand and a quick and eloquent retort came from a member
of the assembled groups that suggested that before we draw the map,
we need to build the b****y road. With this challenge in mind I
contacted Helen Sanderson to begin to 'build the road' and
understand what success looked like for commissioning for adults in
This approach had not been used before within the council and it
was with a degree of trepidation that I gathered a Directorate
group together to deliver a "One Page
Commissioning Strategy". This was not just a first for
Doncaster, as the delivery of a One Page Commissioning Strategy had
not been delivered before anywhere in the country within any
council or clinical commissioning group. Michelle Livesley led the
workshop from Helen Sanderson Associates and there was instant buy
in from the group and critically they were able to gain a quick
view on what needed to be achieved for families/carers and
providers. There was a strong movement to deliver choice in
services with an increase in quality, flexibility, responsiveness
without any compromise in safety. In identifying how this was to be
done there was a focus on the use of Person-centred
tools/frameworks especially Progress for Providers and
Person-centred reviews. However it was also noted that for
families, commissioning is often viewed as a complex machine that
is not easy to understand so there was a strong view that
commissioning should be made simple and any information provided
should be in formats that were easy to understand. Finally we
worked on how we were going to achieve the aspirations within the
strategy through the use of baseline assessments and understanding
the outcomes form the perspective of the user. However the most
powerful measure seemed in the end to provide the overall vision
for the strategy and that was to simply reduce the number of people
Doncaster placed in institutional care. The councils performance in
allowing people to remain in their own homes as long as possible is
poor in the region and as a result, it places more people in
residential care than other councils in the Yorkshire and Humber
(Click on the graphic for a larger image)
The One Page Commissioning Strategy is now ready for wider
consultation and will feed into and form the basis of the draft
Commissioning Strategy for Adult Social Care at the end of January.
However the basis of the work has begun to allow officers in
Doncaster to understand the importance and value of "co-produced"
commissioning and the use of person-centred tools to achieve its
aims and aspirations.
Earlier this month, Prime Minister David Cameron launched a new
'friends and family' test, to be introduced into every NHS hospital
in England from April. Upon leaving hospital, patients will
be asked whether they would recommend the service they have
received to a loved one. This measure is part of a broad
governmental drive to raise standards of patient care, which I
fully support. But I wish it went further.
Last April my own mother was hospitalised after a road traffic
accident and her experience of care was not a positive one. From
being treated like 'the broken leg in the far bed', to having the
wrong name on her bed - Caroline not Carolyn, she would not
recommend the service she received at hospital.
Mum's experience may not be unusual. It made me think
about how a patient's experience could be different: could be
patient-centred. What if hospital care was delivered as if patients
mattered as people? What if we cared enough to ask
patients about their expectations for their hospital stay
before they even arrived, not just after they
have left, as in the 'friends and family' test.
We are exploring these and other questions with the senior
management team, nurses and health professionals at a hospital in
Bispham, Blackpool. Here, we have developed a process, our vision
of what a truly patient-centred experience could look like, based
on my mum's experience and how it could have been different.
We'll be implementing and refining this process over the next few
Here is a graphic of how we think my mum's experience could have
The assessor, would have gone to meet her in hospital and
started to develop a patient-centred profile about what is
important to mum and how to support her at Bispham. This would
include information about how mum usually sleeps, her hobbies,
interests and family. During that conversation, the assessor would
have built on the notes she read about mum and talked about what
the unit could offer her - also giving her a chance to discuss her
own expectations of the unit. They would have decided together the
best day and time of day for mum to arrive. The assessor would then
check the information that mum was happy to have shared on a
profile, which would be posted above her bed, for staff to
When my mother arrived, the receptionist would know she was due
and would have read her one-page patient-centred profile. She
would welcome mum by name (her right name!) and perhaps ask whether
her daughters would be visiting that night (or another question to
illustrate that she was known as a person). This simple
question would reassure my mother that the hospital knew all about
her. As mum was taken to her bed, she would have seen a
display of the staff team, each with a photo, and their role, as
well as a little bit of personal information about them.
Within an hour, mum's named nurse would have met her and
completed her admission. It would have been clear to mum that the
nurse knew all the information she had previously told the
assessor, as the conversation built on that. Mum's patient-centred
one-page profile would be on the notice-board behind her bed, large
enough for people to read.
Mum's named nurse would introduce her to her 'team' by showing
her the mini profiles of the physiotherapist who would be working
with her, and any other professionals, and a timetable of when
these sessions were likely to be. The nurse and mum would
then decide the best visiting times, personalising them depending
upon mum's energy levels and what was possible for her family and
friends. The nurse would tell her about the unit's
volunteers, asking whether she'd like to be introduced to someone
with similar interests, then she would take her on a tour of the
Each day, the nurse responsible for mum's care that day, would
ask her what a good day would look like for her. Mum might say, it
would be walking an extra three steps unaided, or writing a letter,
or having a good game of scrabble. The nurse would write this on
mum's notice-board and at the end of the day the night nurse would
ask mum how that had gone.
The night nurse would be responsible for helping mum have the
best night's sleep possible - this is not just about sleeping
tablets, but a range of ways to help patients sleep well, including
individual soothing music and eye masks.
Most patients stay at Bispham for between 10 and 14 days. After
five days, the nurse manager or a volunteer would talk to mum
privately and ask her about two things that were going well, two
things that could be better and two things that she would like to
see in the hospital in the future. This information would both be
used to improve mums' stay immediately and to give feedback
directly to staff.
Mum's progress would be discussed with her and the therapists
involved in her care, around her bed, rather than separately in
multidisciplinary meetings, reflecting the 'nothing about me
without me' philosophy of the unit. Finally, when it came to
thinking about discharge, mum would be asked how and when she
wanted to leave. Her updated profile would be sent to the health
professionals who she would be involved with after she left
hospital. A week later, she would get a call from the hospital to
check how she was doing at home.
We've already made a start at the Bispham unit. Profiles
of the nurses and health professionals are up on the walls, so new
patients can learn about their team and understand more about them
as people. Staff have started to ask each patient what is
working/not working and what is important in the future.
The Bispham team is determined to implement this entire
vision of first class patient-centred care.
To those who say that patient care at this level is impossible,
and unaffordable, we will keep you posted on how we are doing
through our new dedicated blog http://personalisinghealth.com.
This year I have been working in my hometown of Stockport,
around the on-going challenge of transition. I think it was about
ten years ago when I started working on transition with Martin
Routledge as part of the North West Training and Development team,
and it remains a 'black hole' for families. It is brilliant to have
an opportunity to try and change transition for and with families
in Stockport. Working with Sam Newman, we began by spending
time with families, schools, health and social care staff, in both
children's and adult's services to learn what is working, and not
working and what people wanted to be different in the future. From
this analysis, families built a vision of what they wanted for the
future, from 0-25 years. I spent Thursday evenings in a
community centre with families from the parent organisation PIPs,
to facilitate and record this vision. Family members shared their
stories and experiences, and from this we described how they wanted
the future to look. We captured this as this 0-25 Vision.
I think this is one of the most radical and yet still ordinary
visions about how 'transition' can be different. There was a strong
message about having one person - whether that is a key worker, or
Local Area Co-ordinator, to support a family throughout their
journey. Building family resilience is central - through the
support of other families (as brokers), through family leadership,
and through Circles of Support. We looked at the 0-25 single plan,
and using person-centred practices in schools, as well as personal
budgets, housing and employment. Post 16 provision must be
different in the future, and lead to paid work for example through
micro-enterprises or supported internships.
Our next step was to share the 0-25 Vision with health,
education and social care senior managers (this is the presentation
that we filmed) and consult more widely with families through
social media, meetings and events.
Last week we moved from a great vision, to starting to make it
happen. We identified 21 areas where we wanted to learn from
best practice nationally. Families, HSA and people from the
Children's Disability services shared the tasks of doing the
research. We presented it back to the most diverse group I have
ever worked with in Stockport, who met for a day to review what we
had found and together identify priorities to explore further.
There were head teachers from both mainstream and special schools,
a health commissioner, head of adult services and the
personalisation lead, social workers, providers and most
importantly, a third of the group were families. The outcome
from the day was a series of priorities in three key areas - family
resilience, post 16 options, and personalising education. The
next steps are to develop these into costed proposals to consult
on, before any final decisions are made.
There is something important about working with families and the
Council to make it happen in my hometown. I am part of
co-production in action, working with family leaders from PIPs, and
the council, and feeling equally accountable to both. I want
Stockport to be a place where families don't fear transition,
because it does not exist anymore. My daughter is 18 and I am
supporting her to plan her future and leave home (however many
times she chooses to come back again!) without calling it
transition. This is where we started our vision - what do we want
for all of our children as they become adults? As we edge into
2013, I hope that my December blog for next year, will be able to
share what we have tried and learned, and what families now say is
different, here, in Stockport.
On Monday we launched a new film about one-page profiles in schools at
the House of Commons. I introduced the film by explaining how
one-page profiles got started. Afterwards, Ian Hart, a leading
person-centred trainer, said that he had always thought that
Arthurs was the first one-page profile, so my blog this month, is
to explain how it all happened.
My daughter, Laura, had the first one-page profile when she was
six, eight years ago.
She had been in Year 2, for three weeks, when she came home one
day in tears, saying the teacher had told her off for wearing the
wrong trousers in PE.
When we went to see Laura's teacher, she explained that she had
not told Laura off, but had pointed out that if she only had
shorts, and not jogging bottoms, then her legs would get cold. She
also said that she had not really been able to get to know Laura,
as she is quiet in class.
We decided that we needed to help the teacher to learn more
about Laura - and quickly. At that time I was the Department of
Health's expert advisor in person-centred planning, and I knew this
could be a helpful approach, but I also knew that teachers would
not have the time to read the detailed plans we were using. So, I
created a one-page version for Laura - a one-page profile. At first
we called it a one-page plan, but quickly realised that was wrong,
as all plans should have actions. Instead, this was a
person-centred summary, a profile, of who Laura is and how to
The first part of a one-page profile is an appreciation - what
people like or admire about the child. We involved Laura's extended
family in contributing to this. It was lovely for Laura to hear
what her family likes and admires about her. Then, over a hot
chocolate in a cafe, Laura and I thought about what was important
to her - her yellow Teddy Sunny who slept on her bed, her three
cats, the stick insects and wondering if their eggs would hatch;
and what we know as her parents about the best ways to help and
supporter her - recognising that she finds change difficult and
needs lots of reassurance, and that she can perceive a small
negative comment as a big telling off. Laura drew a picture
of herself for the background of the profile and we made an
appointment to share it with her teacher.
'This would have been very useful to have had at the beginning
of the year', she said. She talked about how helpful this
information would be at some of the important transition times,
like children coming from nursery into school, and moving from
class to class.
Laura's one-page profile helped her move from class to class.
Each year we updated it with Laura, and her teacher and Laura drew
a new picture or chose a photo of herself.
Fast-forward now to 2012 when, at the same school, Norris Bank,
every child has a one-page profile. This film shares, how they have
made this happen, and the difference it has made. Back when Laura
was six, and I was nervously sharing her first one-page profile
with her teacher, I would not have believed that we would be
sharing a film where the incoming Chair of the Association of
Directors of Children's Services, Educational Psychologists,
teachers, children and parents, from both primary and secondary
schools would share what one-page profiles mean to them.
The film is part of a new website - Personalising Education,
where this journey continues, and you can read how our partner
schools, in the UK, Canada, and even India, are using one-page
profiles, and person-centred practices to bring about deep changes
through personalisation in education. A quiet revolution?
If you are interested in exploring this with schools you are
connected to (as parents, teachers or Governor) please email me. We
would love to know who is doing this, and will happily give you
free resources and offer support in any way we can.
This month's guest blogger is Andrew Smith, the head of middle
school The Manchester Grammar School.
The MGS journey into the world of Personalised Education and
One-Page Profiles began with a perennial series of challenges that
have presented themselves to me in my role as Head of Middle
School. Over the years I have done this job I have become
increasingly aware that there are hidden dimensions at work in
education linked to independence, motivation, self- knowledge and
structures of support that have a profound effect on the outcomes
for different pupils. The extent to which a pupil will flourish,
develop a range of aptitudes and ultimately be happy, fulfilled and
successful at school will often depend on factors that go beyond
classroom learning. I am convinced of the necessity for schools to
address and to try to positively influence this arena. The
challenge, for us MGS, is to develop an evolving programme which
creates opportunities for independent thinking, self-reflection and
challenge, aspiration and goal setting and the development of
supportive mechanisms for our pupils. At the heart of this
process should be dialogue with the Form Tutor acting in their role
as academic and pastoral mentor.
The other challenge that faces the school is rather more prosaic
though hardly less important. This involves the development of a
functional and useful Record of Achievement for each pupil that
would create a profile of achievement and experiences throughout a
pupil's career at MGS and eventually act as a resource for writing
their UCAS personal statement and curriculum vitae. We have
experimented with various manifestations of Records of Achievement,
including some rather glossy 'social networking themed' variations.
However, none of these have been particularly successful either
because they have degenerated into 'box -ticking' exercises or that
they didn't seem to really fit the needs of pupils at MGS.
There is a need to create a 'bespoke' version for MGS which is
meaningful for our pupils, allows us to value their achievements
and experiences and facilitates our pupils in the independent
management of their profile (which, of course, is a valuable
activity in itself).
Inspiration and the first steps towards involvement with HSA and
the concept of personalised education came through my wife
Tabitha's work at Norris Bank Primary School where they already
have a great deal of experience successfully delivering the One
-Page Profile project to children at the school. After several
conversations Tabitha agreed to come into school to talk to my team
of deputies about her school's experience of working with One -Page
Profiles. Although the needs of primary school and secondary school
pupils are very different we immediately saw the value of what had
been achieved at Norris Bank and ideas began to gestate about
applying these principles at MGS. This was soon to be followed with
a meeting with Helen where we, very quickly, had the sense that
this was a truly serendipitous moment for the school. Helen brought
with her a philosophy and methodology that was flexible, robust and
had real integrity. We brought a question looking for an answer!
Over the course of two meetings a plan and a set of resources
began to emerge. We also began to map how we could use one-page
profiling across the school year. Two year groups (Years 9
&10 ) were identified as the most suitable for the pilot
project. The next step was to introduce the ideas we had generated
to the Form Tutors and convince them of their value!
This month I have invited Commissioner, Samantha Leonard, to be
my guest blogger.
What does personalisation look like 'on the ground' for people
living with dementia? As a commissioner of services for people with
dementia, this has been a big question for me, and one I know that
many organisations and providers are also wrestling with. Being
part of the team who developed 'Progress for Providers - Checking
your progress in delivering personalised support for people living
with dementia' gave me an opportunity to really think about this
with providers, practitioners and an academic, Trevor Adams.
The Progress for Providers series is well regarded nationally
and used extensively by all the commissioners in Lancashire, so my
first question was do we need one specifically focusing on
The dominant approach within service provision to people with
dementia is 'person-centred care', an approach initially developed
by Tom Kitwood.
I think there is some confusion about whether person-centred
care is simply the same as personalisation, and this was something
that we wanted to explore. The existing Progress for Providers do
not have a strong focus on the role of the carer, and this is
crucial when we are thinking about personalised services. We also
wanted to directly show how person-centred practices are the
foundation to delivering personalisation, and show how they can
help deliver the Dementia Action Alliance - National Dementia
Declaration and the TLAP Markers for Progress.
Our first sessions were like going back to college - Helen
Sanderson facilitated and we had posters on the wall, looking at
the contributions of the leading thinkers in dementia, from Tom
Kitwood to David Sheard. We wanted Progress for Providers to both
reflect this legacy and show how personalisation both builds on
person-centred care and extends it by its strong focus on choice,
control and citizenship.
From this we built on the themes from the original Progress for
Providers. Then we tested out our first drafts with people
delivering services, with special interest groups, and policy folk.
This took us to draft 2.
How well did we do? You will be the judge of that. I was
personally delighted with the comments of Alistair Burns - National
Clinical Director for Dementia, Jeremy Hughes - Chief Executive,
Alzheimer's Society and Barbara Pointon MBE - Former carer,
Ambassador for the Alzheimer's Society and Dementia UK, member of
the Standing Commission on Carers, in the forwards!
The Alzheimers Society is working with us to extend the
consultation to people with dementia and carers.
As for me, I am busy rolling it out across Lancashire County
Samantha Leonard, Joint Commissioning Manager, Lancashire County
Council, Adult & Community Services
Once a month I have an 8.30am call with my colleague Tracy
Meyerhoff in Hull. We talk about the work she is doing around end
of life and using Living Well. I always leave the call excited
about what she is doing. In the last 5 minutes of our call today
she casually mentioned how GP's from the Haxby Medical Group are
using one-page profiles. This blog describes what she told me.
A care home was closing in Hull and the people who lived there
were moving to another part of the city and therefore needed to
change GP's as well. They joined the Haxby Medical Group in east
Hull. It was not a smooth transition, and there were lots of issues
and challenges for everyone in the first few months. Tracy decided
to meet with the practice manager, and shared the individual's
one-page profiles. The practice manager was so impressed with them,
that she shared them with the GPs' and the end result was that all
of the GPs, pharmacists and other staff all did their own one-page
profiles. These one-page profiles were shared with the five people
so that they could 'meet' the staff and GPs.
The lead GP was very interested in the person-centred thinking
tools, particularly the tools around communication, decision-making
and relationships. She visited her new patients and looked with
them at how they had been using person-centred thinking tools.
Now, if any of the five people need an appointment with their
GP, the receptionist pulls up their one-page profile, as they are
on System 1. The one-page profile informs the appointment, for
example, for one woman it is important to her that the person she
sees does not wear a white coat, in another person's one-page
profile there is specific support information with regards to
taking blood, and what needs to happen to make that as easy as
possible for the patient and nurse!
The GPs' describe the benefits of using one-page profiles as
part of the patient records in terms of getting to know someone
easily and quickly; being able to communicate and support the
person in making decisions; and also, in efficiencies.
We will have more information about the benefits in a few
months, as we do further work with the GPs around extending and
developing their innovative practice using one-page profiles.