Monday - Friday 9am - 6:30pm

Contact My Patient

Poole Hospital ACTS Case Study

Contact My Patient’ is a tool you to ask LiveWell to do just that! Lydia Turnbull, LiveWell Dorset Network and Relationship Manager has been working with Poole Hospital’s Alcohol Care and Treatment Support Service to embed the tool into working practices. She caught up with department leads Mercedes Dryer and Graeme White to see how they are using it:

Lydia (LT) – “So how do you find 'Contact My Patient'?”

Mercedes – “It's quick and easy to both use and explain to the patient. We use it for both in and outpatients. We get the consent of the patient and do it on their behalf there and then. Normally, they're eager to do it. We have the LiveWell cards to hand out too, but you wonder if anything will happen. With 'Contact My Patient' I know I'm sending them a link to LiveWell's website and phone number - something's likely to happen. With all the digital tools and information on the website, it's helping them get a feel for what support is on offer, particularly when they're not quite ready to talk on the phone yet.

“Sometimes, there's just so much information for the patient to process when they're here on the ward. Having 'Contact My Patient' and the LiveWell Website means they can look in their own time. They can go onto the website, take the lifestyle assessment, try the Habit Hacker, find support in their local community, and see the NHS App library. 

“It's good that we can jump on the moment of opportunity by sending them the text and email straight away. It’s those little pushes that point them in the right direction.”

LT – “That's it. And the text and email that get sent to the patient are sent straight away. The link is customised so we can track where the referral has come from and what the patient goes on to achieve. And because we keep in contact with our clients at three, six and twelve months, we're continuing the good work you started in the long term.”

Mercedes – “Yes, I recall speaking to a patient who said they'd recently received that follow-up contact. It's about nudging people to consider their risky behaviours. Even here in the alcohol team, we tell patients about the weight, activity and smoking pathways LiveWell provide. And with extended family visiting, we can say "if anyone in your family wants help - get in contact with LiveWell." Perhaps a partner of the patient would benefit from cutting back, we share LiveWell with them too.

“We like that LiveWell's not just focused on alcohol - it's an integrated healthy lifestyle service – an all-rounder. This is helpful. We can say to a patient, particularly those who are less keen, or feel they don't need an alcohol support service; "this service will support you with your general health and wellbeing." That's less intimidating than saying I need to refer you to a specialist service.” 

Graeme – “We do sometimes see people drinking 70, 80, 90 units a week, it's clear that they are a dependent drinker. This is a tricky one as they really do need the support of specialist alcohol services. Of course, LiveWell signpost to those services too, which is helpful.”

LT – “Yes, I recall one instance where someone was walking down the street, having trouble finding a specialist service. Yet because they knew of LiveWell, they gave us a ring and my colleague literally talked them through each step and turn to direct them to the front door!

“And I love that I can now give you feedback on how many times you've used ‘Contact My Patient’. I can tell you who's gone onto register; what pathways they've activated, and what impact it's having. All anonymously, but it's the feedback you need to know it's making a difference. I can tell that you use ‘Contact My Patient’ 15 times in a typical month. There are of course people who'll pick up the phone to register, rather than using the link in the text or email, so you're likely referring more than these numbers reflect! 

“We know it takes more than one prompt to get someone to register. So, whether it's a poster seen around the hospital, a Facebook post or a conversation with yourselves, it's all prompting and nudging them to come and register. Your conversation is so important.

“Much of what our Engagement work is focused on is encouraging a culture change amongst healthcare professionals, encouraging and training Dorset's 30,000 healthcare professionals to be bold and ask those challenging yet crucial questions about unhealthy behaviours. When you start the conversation, we'll continue it in the long term!”

Graeme – “It's so good to know that LiveWell is there to continue the support when we discharge patients. It's comforting to know that something is going to happen, that they won't walk out the door and become forgotten. Many of my patients aren't going to reach out to a specialist alcohol support service, but I can encourage them to join LiveWell - that's great! It's a teachable moment and we want to make the most of it. We have to make the most of it.” 

Contact my patient

Contact My Patient has signposted more than a thousand patients to register with LiveWell in its five months of operation. In October 2019, 40 per cent of patients GPs referred to LiveWell through this tool registered – it works! Your brief intervention is the lynchpin to start your patient’s journey. When you start the conversation, we’ll continue it in the long-term. Please do keep using this resource on our website and consider embedding it on your website or system.

Here for you

Please order printed resources here. Our Training and Engagement Team are here and ready to support you and your patients. Contact them here

How does this work?

The tailored approach LiveWell Dorset uses to come up with solutions to the things that are stopping us achieving our goals, is based upon work done by University College London developing the COM-B model of behaviour change. In this model, all behaviour is influenced by understanding a person’s capability to change, their opportunity to change and their motivation to change. By understanding which of these is the biggest barrier to change, we can tailor support accordingly. This model of behaviour change is at the centre of the support we offer, online and in person.

Your Favourites?

or register, to favourite activities that you want to try.

Welcome!

Is this the first time that you've used our services, or have you already registered with us? To allow us to best serve you, please confirm whether you're new to LiveWell Dorset, or if you've spoken to us before and may have an existing account.

Welcome back, it's good to hear from you again!

To speak to one of our dedicated team and get the help you require please request a call back. All call backs from this service are free of charge to both landlines and mobile.

Request a Call Back

Do you provide your consent to share your information with the LiveWell Dorset team – part of Public Health Dorset ?

When you register with LiveWell Dorset, we ask you some questions about you and your health (how much you smoke, how active you are, how much you drink and how much you weigh). We store that information and use it to shape our service offer to you – such as the advice we give or the extra services we connect you to. The only people who will see this information will be those involved in the delivery of the service and management of the data. If you would like to use extra services (such as slimming clubs and pharmacies) we have to share this information with them. For us to be able to put you in touch with these services, we must have your consent to share that information with the service (we’ll ask for that later, when if you sign up for extra services).

Before we can sign you up any further, we need to know:

  • You're happy for your personal information to be shared with LiveWell Dorset.
  • You understand what information may be shared and why, and that at times, our contact to you may be supported by technology partners, who have the same data protection standards and safeguards as we do
  • You acknowledge that you can withdraw your consent at any time by informing LiveWell Dorset.
  • You understand that if you do not give consent or withdraw consent then it could be difficult for us to connect you some of the services we offer.

If you require any more information to help you make your choice then please contact the LiveWell Dorset team on 0800 840 1628. All telephone conversations at LiveWell Dorset are recorded for quality and training purposes, and stored whilst you are registered as active within the service.

Yes I consent

Sorry we can't continue at the moment

Unfortunately we need your permission to store your personal information to help us to assess the best support we could provide or signpost you to. If at any stage you change your mind and are happy to provide your personal information please come back and visit us again.