• East-Lancashire-Medical-Services-1

Place Category: Health & Social Care

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Social Impact Declaration
Social Impact Statements
  • East Lancashire Medical Services (ELMS) has provided high quality care to patients since 1994. We are a not for profit Social Enterprise organisation underpinning and supporting local Primary Care.

    Our Head Offices are situated on Accrington Road in Blackburn, with Centre’s across Blackburn with Darwen and East Lancashire providing patient care within a variety of services. The organisation employs around 200 local staff and is supported by GPs from the area who work alongside a range of Healthcare professionals.

    ELMS provides a 24 hours per day, 365 days a year service to patients in Pennine Lancashire, ranging from GP Practice appointments to Urgent Care. Out of Hours care across the whole area is provided by ELMS who take over the care of patients when GP surgeries / Health Centre’s close in the evenings at 6.30pm until 8am the following day; and covers all weekends and Bank Holidays.

    Patients are at the heart of ELMS services and have an input into the operational and strategic elements of the organization. The Patient Voices Group (PVG) comprising of patient representatives from each locality aim to improve and shape the services provided by ELMS, collecting feedback from Patient and Public Groups, from staff, management and commissioners to drive improvements to the service.

  • Address: St Ives House, Accrington Road
    Blackburn with Darwen
    BB1 2EG
    United Kingdom
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  • Social Impact Statements:

    Social Impact Statements

    The Social Enterprise Mark criteria includes a requirement that the applicant can demonstrate that social and/or environmental objectives are being achieved.

    In support of this, new applicants and renewing Mark holders are asked to respond to a set of social impact questions, which are designed to help them think about the social impact they create, and to articulate this clearly and succinctly.


    Updated January 2018

    1) What social differences and changes have you aimed to create (or supported)?

    Our overall aim is to improve the health and the healthcare experiences of people in our local community. We also offer services to improve, benefit and assist, the daily working lives of doctors and other healthcare professionals in the area and contribute to making the area more attractive to those looking for Healthcare employment opportunities.

    We look to increase and improve access to services, reduce isolation for elderly and vulnerable patients, keep patients out of hospital where medically practicable thereby keeping families together and offer employment to Healthcare professionals and non-clinical staff in the area.

    East Lancashire is an area of high deprivation and we are working towards better educating patients about Healthcare matters and the services best suited to manage their healthcare needs.

    We actively look to provide our workforce with a range of support services to assist them in their work life balance and offer additional benefits which may help them address any issues of concern outside the workplace.


    2) What actions have you taken to address the above social aims?

    In recent years ELMS has embarked on pilot schemes and trials in order to provide a number of gold standard services to improve healthcare experiences in the local community which have in many cases required financial support from the organisation to get the initial schemes off the ground.

    • The Acute Visiting Service (AVS) has operated successfully for local GP Practices offering acute visits to Primary Care patients to minimise the risk of unnecessary hospital admissions and free up additional GP surgery time.
    • ELMS has gone into partnership with Slaidburn Country Practice, a very small and isolated GP Practice in the area experiencing continuing funding issues. Working with patients, MP’s and the local CCG, ELMS have supported provision of healthcare services in the area for patients in order to improve and retain local services.
    • ELMS Patient Voices Group (PVG) act as a critical friend to the organisation, advising and influencing many of ELMS services with their valued experiences and contributions.
    • ELMS operate a gold standard Over 75’s scheme – delivered by a dedicated team comprising of an Advanced Nurse Practitioner and experienced Health Care Assistant. The overarching objective of the ELMS Federated Practice over 75’s service is to improve health and reduce incapacity in those aged over 75, particularly the frail elderly and those consistently reliant on other health and social care services.
    • ELMS staff have instigated the commencement of a number of schemes in the area including Outreach to local Mosques and swimming / fitness classes at a local community leisure centre
    • ELMS Head Office premises incorporate a number of meeting / training rooms which are made available for use by other local Healthcare organisations and services for conferences and meetings.
    • As part of ELMS commitment to the Social Enterprise ethos ELMS provide unfunded facilities to accommodate GP registrars working alongside GP trainers in the Out of Hours setting during their training programme.
    • At our rural GP Practice, staff are trained and able to act as urgent responders to aid and assist patients in life threatening situations or serious accidents until an ambulance arrives, this can be some time given the rurality of the practice and has saved lives, this is unfunded.
    • ELMS have made its premises available to house the local Mental Health Crisis Team alongside the GP Out of Hours service promoting improved liaison between services out of GP surgery hours (weekends etc.) and better, more secure working conditions for staff.
    • Our staff actively support charity fund raising events throughout the year raising money for children in need, creating and selling a 2018 calendar following a photograph competition, supporting a fancy dress day, buying wrist bands in support of a local GP who recently passed away after battling cancer, and supporting jeans for genes day.
    • ELMS have a scheme available through a company called Neyber, to support the workforce in their financial wellbeing. This scheme offers advice to staff on how to better manage their money, with access to financial education insights and affordable loans they can repay straight from their salary.
    • As part of its commitment to the health and well-being of its staff, ELMS, working in partnership with Blackburn with Darwen Borough Council provides staff with an Employee Assistance Programme. The service, which is managed by Confidential Care Ltd (CiC), allows staff to access a range of support, both emotional and practical, across a wide range of areas covering both work and personal issues i.e. counselling, dealing with bereavement, financial advice, information regarding local amenities and services.  The service can be accessed at any time.


    3) What has changed and what benefits have been realised as a result of your actions?

    • The community has benefited from improved and additional services, reduced social isolation, fewer unnecessary hospital admissions and better health outcomes
    • There has been improved communication between individuals and services for the benefit of patients in the area. Individuals have upskilled and developed their learning and knowledge along with expanding their roles in a variety of areas.
    • Other stakeholders (including East Lancashire Hospitals Trust, North West Ambulance Service, Lancashire Care Foundation Trust and our local Clinical Commissioning Groups) have benefited from ELMS actions, not just financially but also from the improvement in health outcomes, reduced hospital admissions and overall patient satisfaction with ELMS services.


    4) How do you and other people know your aims are being achieved? Or how will you know?

    ELMS undertakes regular surveys and actively engage with service users and the local community.  The Patient Voices Group conduct face to face waiting room surveys and ELMS also collates information through the family and friends NHS survey document.

    Our complaints process is open and transparent, we learn lessons from the comments received and look to make positive improvements and implement any required changes from the suggestions we receive.

    We will continue to review and monitor the above information to pro-actively make changes should patterns emerge.  ELMS provides detailed information to commissioners and stakeholders of its feedback and achievements in addition to the national and local requirements of data and statistics.  We produce regular newsletters for groups of staff which incorporates information to guide and assist them in carrying out their role, along with keeping them up to date with the organisations position. ELMS has a website where information is made available to patients and staff with achievements identified. ELMS also have a staff intranet for internal notifications and information.  Newsletters, updates and reports are circulated throughout the organisation periodically and an Annual Report produced which is available on our website.


    Supplementary details

    The below questions are not mandatory, but Mark holders are encouraged to answer them where possible, to provide a fuller account of their social outcomes and the social value they create.

    5) How many people have benefitted from your actions?

    Across ELMS range of activities, approximately 180,000 patients have accessed the services we provide. All patient groups benefit from ELMS services across the entire community including adults, children, the elderly, disabled, disadvantaged and vulnerable.

    Locations are shown above however it is not only patients from all communities and groups that have benefited from ELMS services, but also stakeholders and other service providers.  Should ELMS services not have been available and accessible to all members of the community, attendances at A&E would be much higher with longer wait times for patients, more ambulances would be called, many unnecessarily; delays for patients would be inevitable and target times missed for many neighbouring service providers.


    6) What examples can you provide of a typical service user experience, that helps illustrate the benefits they have experienced as a result of your actions?

    Click here to view a summary of patient feedback (September 2017).


    7) What other social benefits have you contributed that go beyond your core delivery activities (ones that are completely unrelated to your main services)?

    We offer an Employee Assistance Programme to provide assistance, support and advice services to our employees, to which we contribute over £2,000 a year.


    8) What social and environmental benefits have you created from internal operational policies and actions?

    We participate in the Floorbrite Recycling Programme and in 2017 diverted over 10,000kg of waste from landfill and achieved zero landfill on our sites.

    At our last Annual General Meeting, STAR awards were presented to staff who had been nominated in a survey as being those who ‘go the extra mile’ for patients and colleagues.  Certificates were presented to the nominated staff members who could also select either a bottle of wine or a box of chocolates

    £88.06 collected for children in need and paid in December 2017.