Creating the conditions for change
Scott McLean added:
The change process was not without its challenges. There was a certain amount of apprehension towards change, particularly extending the Integrated Assessment Team’s hours from 8am to 4.45pm Monday to Friday to 7am to 7.30pm with some weekend cover. However, data showing the impact of improvements, coupled with patient feedback and high-level support for the programme has helped to overcome this resistance with the team now driving forward and working collaboratively with a shared vision.
Scott McLean said:
“It costs very little to make improvements like this. You don’t need a frailty department or a grand plan, all you need is a couple of brave people to lead the change, backed by support from the top and a determination to bring about a change of mindset. We created the conditions for this improvement programme to happen, unlocking the barriers and politely encouraging people to do what needed to be done. Clinical teams with different views can produce awkward compromises and we didn’t want that.”
Typical patient comments about the Integrated Assessment Team include: “I arrived in a state of panic but soon felt calm” and “I feel positive about my future as everything has been better explained to me.” The team is aspiring to provide seven-day cover in the near future.