North Lanarkshire’s health and social care services are exploring better ways of working to ensure people receive a quick and effective response the first time.
Health and Social Care North Lanarkshire (HSCNL) is determined people receive a prompt service, with a focus on helping people to help themselves, when they first make contact.
To achieve this, the partnership is adopting the First Point of Contact (FPOC) model to ensure quality conversations are held between staff and service users to support getting it right first time.
FPOC will support people across North Lanarkshire to receive the right support, from the right person, at the right time. It aims to focus on prevention and early intervention, resolving issues quickly and reducing the need for further referral.
As part of this work, Partners4change is introducing ‘Three Conversations’.
An innovation site has been set up in Motherwell to test the Three Conversation approach across adult services including access, social work, hospital social work, GP link workers and the voluntary sector. The site’s impact will be evaluated to help guide further development across North Lanarkshire.
Councillor Paul Kelly said: “One of our key aims is to ensure we get things right first time and focus on what people feel is most important to them.
“North Lanarkshire, and the country as a whole, faces a significant increase in service demand during a time of demographic change. While this is challenging it is also an opportunity to listen to the people of North Lanarkshire and deliver the person-centred health and social care that works best for them.
“We fully believe that by holding effective conversations with people, families and communities our staff can positively change lives. This ensures we use our resources and skills to help them achieve their goals by connecting them to the right people, communities and organisations.”
