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It’s the next episode in our series of podcasts dedicated to the new roles in primary care. This week, our spotlight is on the relatively newly formed Selby Town PCN care coordination team. Ben is joined by Clinical Director Dr Nick Jackson, Fiona Bell-Morritt, Lead Officer at NHS Vale of York CCG, Dementia Care Coordinator Helen Brazil and Frailty Care Coordinator Alice Houlden to explore the overwhelmingly positive impact the care coordinators are making on the wider team and in particular on the vulnerable members of their patient community. From the beginning of their journey, and the adoption of a population health management strategy, to recruitment and development of the care coordination team, an overview of the role itself and the work that’s encompassed, the benefits on offer to both the internal teams and externally, and the lessons learned; our episode today is testament to the powerful influence that the new roles can have on improving patient outcomes and supporting GPs during a time when demand for primary care services has never been higher.

Introductions (0:29)

Selby Town PCN (0:49)

Why did the PCN team decide to recruit their care coordinators? (1:29)

First impressions (1:54)

Introducing Fiona (2:15)

Fiona’s role in supporting the introduction of the care coordinators (3:01)

Identifying vulnerable patient groups (3:32)

Hearing from Helen (3:54)

Helen’s previous work experience and why the care coordination role was so appealing (4:14)

The evolution of Helen’s role (4:59)

What is care coordination? From Helen’s point of view (7:56)

Alice’s perspective (9:27)

Alice’s background and why she was attracted to the care coordination role (9:45)

The reality of being a care coordinator (10:15)

Responsibility for Selby Town’s frail population (11:29)

Describing the nature of Alice’s work (12:05)

Practice versus PCN? (12:59)

Measuring success (13:44)

Internal and external benefits (14:47)

The difference that can be made to patients’ lives (15:53)

Impact on other practice staff (19:10)

Developing the service (20:10)

Reflections and lessons learned…starting with Fiona (20:53)

Advice from Nick (22:19)

Helen’s top tips (22:48)

A final word from Alice (24:24)

Another reminder that If you are interested in joining the PCN Clinical Director mastermind group programme which Rachel Morris and Ben have setup, or have any questions, please email ben@ockham.healthcare or rachel@shapestoolkit.com – or please check out our dedicated page here.