Year 2 Study Visit Brochure 2017

We have learned that services are most effective when the communication and interaction is right and when the support is seamless. No one wants to be treated like they are a problem, and "Sorry, I need to send you to..." is not something any of us want to hear when we need support in a complex world. Neighbourhoods that Work staff are empowered to focus on the person, over and above the parameters of their specific job role. Through taking the time to find out what matters, staff are better able to ensure a person gets the right kind of help signposting, connecting and introducing people to community based support and to the wide range of specialist services available in the borough.

Let me introduce you!

Most of us would favour a human introduction to a person who can help, rather than a lengthy referral form sent off to an unknown face. In our conversations, we are acutely aware of language used to describe people. At the start of NTW terms such as client, service user, and beneficiary were being used to talk to and about people we were working with. Whilst there is perhaps a debate as to the actual impact of certain terms, what was clear is that any labels which lead a person to feel stigmatised, ashamed, marginalised or even just less positive about themselves should be avoided at all costs, if work and support is to be meaningful and as effective as possible. This recognition occurred at the start of NTW, where our common language (free from jargon and stigma) was established. Staff proudly, only talk about 'residents' or about 'people'- no labels needed!

By partners developing honest, trusting and supportive relationships with one another (within NTW, the Great Yarmouth Early Help collaboration network, and other practitioners in the borough), timely and human introductions are made, ensuring residents actually get the help they need. This reduces unnecessary delays, minimises duplication or avoidable demand and prevents situations from becoming acute and costly.

Staff, proudly, only talk about 'residents' or about 'people'- no labels needed!

Recognising the value of communities

By knowing and understanding communities and the activities they are leading on in neighbourhoods, NTW staff and partner practitioners in the borough have a channel through to communities. Many specialist service providers often know that a community solution is needed, but have struggled to know 'how to'. NTW and the link to patch teams has created a channel through to the neighbourhood level, enabling services to ensure that the people they are supporting are able to gain appropriate support through community based connections and grass roots self-help networks.

Practice insights: Peter

Doctors are great when you're feeling unwell, but being active in the local community is great for improving your wellbeing

Peter had been to see the doctor several times; since recent bereavements, within a few months of one another, he had been finding life difficult. Recognising that there wasn't necessarily a medical solution to Peter's concerns, his doctor asked Clinical Support worker Katrina to talk to him about different kinds of support that may be able to help him through this difficult time. Katrina learned that along with managing the bereavements, Peter is also acting as a carer for his son who lives in a neighbouring flat. Katrina suggested that they pop along to the library cafe to meet up with Life Connector Sue.

After visiting Peter and his son, Sue realised that his son's flat was very damp and in poor condition. Peter explained that he finds his landlord difficult, so Sue and Peter spoke to the landlord together and they managed to agree an action plan for improvements to both the properties.

Sue and Peter talked about his interests, and he explained that he would like an allotment. Sue suggested a couple of community gardening projects that Peter could attend as a first step. He found that he really enjoys the 'Green Gym', a local community project which promotes health and wellbeing through nature conservation. He now attends Green Gym sessions two days per week, working with the group to look after local green spaces. He says people are always happy to talk, he has learned new skills and it gets him out of the house, whereas before he didn't have anything to do.

Peter's living conditions are improving, he says that he will now only go to the doctor if he feels ill, and finds that his new activities, and the friends he has made, help him to deal with the challenges life has thrown at him. Peter feels a lot happier and more confident.

Behind the scenes; Life Connector Sue's Perspective

Since meeting Peter I have seen a marked improvement in his confidence and wellbeing. His involvement in the Green Gym has had an incredibly positive effect on him and he has made a lot of new friends as well as being able to spend time outdoors learning new skills and helping to improve the environment.

Behind the scenes; the NHS perspective

Peter was making almost weekly visits to the GP and continually using NHS medical services 111, 999 and A&E, due to difficulty coping with his current life circumstances; we sent a note to Clinical Support worker Katrina to meet with Peter and assess whether more appropriate sources of support were available.

Katrina had a chat with Peter and discovered that he faced multiple life challenges including recent bereavements, caring responsibilities and financial pressures; Katrina also drew in the support from Life Connector Sue to work with Peter as he worked through this difficult time in his life - Katrina arranged to personally introduce Peter and Sue at the cafe in Great Yarmouth library.

Over the course of four months or so leading up to Katrina's involvement, the cost of Peter's use of medical services was in excess of £1500 - since engaging with Katrina and Sue, Peter has taken control of his life, feels more stable and has not accessed NHS services at all.