PEOPLE FIRST: Transformation

Page last updated: 28 April 2023

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Integrated care systems (ICSs) must be bold and ambitious. To improve population health in their area, systems must:

  • have a clear vision and strategy in place
  • design new care models in a person-centred way
  • create a positive, empowering workplace culture for all teams in the ICS.

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Real change is needed to improve safety across the sector.

During the pandemic, system partners had to work together in new ways. Governance processes were simplified. Also, services adopted a "can-do, must-do" attitude that erased the barriers between them. System leaders should embrace the lessons learned from this challenging period. Especially now, as the sector shifts to a more collaborative, less competitive structure.

New models of person-centred care should be provided by a workforce that is empowered and inspired by the new ways of working. To help this happen:

  • System leaders should collaborate to provide rapid and sustainable solutions to workforce challenges.
  • Integrated Care Boards should distribute resources equitably across their systems.

It is also essential to be honest with people about how, when and where they will receive care. Margaret's experience shows how frustrating it can be to receive the wrong information. Prior to admission, she was told the emergency department was ready and waiting for her to arrive, but this was not the case. An unexpected lengthy wait ensued, causing stress for Margaret, Rachel and the emergency department staff who could not meet the expectation set. 

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