[2 of 4] Remote Services Futures - Designing Services With Communities [Amy Nimegeer]
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Transcript of [2 of 4] Remote Services Futures - Designing Services With Communities [Amy Nimegeer]
UHI Millennium Institute and The University of Aberdeen working in partnership
Remote Service Futures: Designing Services with communities
Amy NimegeerCentre for Rural HealthUHI Millennium [email protected]
UHI Millennium Institute and The University of Aberdeen working in partnership
Remote Service Futures Project (RSF)
• A two year project, looking at finding best practice for engaging remote communities in community level service design
• Four communities in the project, two mainland and two islands
• As part of the project, looked at the services communities already have, what they think is good about them and what could be better, combined this with clinical data
UHI Millennium Institute and The University of Aberdeen working in partnership
• Common strengths and opportunities (assets)
• Common weaknesses and threats (challenges)
• What service providers say rural communities need
• When change occurs
• Better service design
UHI Millennium Institute and The University of Aberdeen working in partnership
Common community assets
Community spirit, people look out for each other
People resourceful, adaptable
Low crime, beautiful scenery, safe place to
raise children
Potential for growth with more online working
Personalised, continuous, preventative care from
local practitioners
Local practitioners = social assets
Local practitioners flexible, resourceful, think and act ‘out of the box’
Air ambulance responsive, connects
community in an emergency
UHI Millennium Institute and The University of Aberdeen working in partnership
Common community challenges
Lack of affordable housing, can make it hard
to attract practitioners
Fears for security in emergency due to
remoteness / weather
Current practitioner about to retire, concern about
replacing them
Older people have to leave community if needs
become too great
Confusion about current service provision, who does what, who to call
and when
Poor access to patient transport to outpatient
facilities
Current practitioner provides ‘above and
beyond’ services, fear this service will be lost
For practitioners providing 24/7 service, concern they may be
insufficiently supported, stress and isolation
UHI Millennium Institute and The University of Aberdeen working in partnership
Service Providers say…
“Anticipatory” care and primary health care Aging populations: more
complex, chronic disease, more need for social care (COPD, high blood pressure, obesity
depression)
Quick emergency response and transfer
UHI Millennium Institute and The University of Aberdeen working in partnership
The disconnect…
• Teams vs. generalists
• Aggregated clinical data vs. narratives of experience
• Chronic conditions vs. emergencies
• Mutuality vs. the welfare state
• BUDGET!
UHI Millennium Institute and The University of Aberdeen working in partnership
When change occurs..
• Sometimes it is accepted, but…
• Often a ‘one size fits all’ model
• Urban models squeezed in to rural areas
• ‘Informal’ work can be lost
UHI Millennium Institute and The University of Aberdeen working in partnership
Some reactions to change…
UHI Millennium Institute and The University of Aberdeen working in partnership
Remote Service Futures
STAGE 1INFORMING AND
CONTEXT MAPPING
STAGE 2ASSETS,
CHALLENGES AND NEEDS
STAGE 3MEET
PROVIDERS, THINK ABOUT THE FUTURE
STAGE 4PLANNING AND PRIORITISING
UHI Millennium Institute and The University of Aberdeen working in partnership
RSF conclusions: how could design be improved?
1. Design services with community BEFORE crisis arises (anticipatory design)
2. More community ownership of process
3. Sharing budget and profiling information
4. Acknowledge informal work
5. Persistence, creativity and feedback!
6. Mechanisms for community to get involved, actively supporting them to develop capacity