The role of technology and data insight in paving the way for new models of care

Divya Bedi: Hello, and welcome to our second in a three-part podcast series, focusing on digital health and care, where we will not only be looking at the current challenges in the marketplace, but how the right digital technology and strategic partnerships can overcome these and pave the way for new models of care, putting the patients at the heart of the services being delivered. My name is Divya Bedi, Project Manager, CGI, and I will be your host for this series. CGI has been selected by Delta Wellbeing as its long-term strategic partner to improve health and social care in the West Wales and beyond, through its new digital transformation program. The Delta Connect program is transforming the way health and social care is delivered, implementing a new model of self-help and proactive care to improve wellbeing, help people stay independent, and reduce demands on long-term or acute health and social care. The initial focus of the partnership between CGI and Delta is the digitization of Delta Wellbeing's telecare services, in preparation for the upcoming analog switch-off in 2025, creating a platform for new digital health and care service delivery. In our first podcast, with Paul and Stuart, we covered the current challenges we are facing and the role technology has in overcoming these. Today, we will be focusing on the future of health and care over the next few years. With me, we have Carla Dix, Strategic Innovations Program Lead from Delta Wellbeing.

Carla Dix: Hi, there.

Divya: And Stuart Parsons, Director Consulting Services for Health and Care from CGI.

Stuart Parsons: Hi, Divya.

Divya: Hi, guys. Let me start by asking my first question. What are some of the key priorities moving forward to addressing health and care over the next few years?

Carla: Well, from our perspective here in West Wales, there are some significant challenges that all our health and social care colleagues are actually going to be facing. And I suppose it's not really unique to West Wales. This is something that we're seeing across the whole of the UK. We've got still that increased level of demand for those services. We have workforce challenges and some of those budget constraints that we hear about regularly across our media. I think certainly for us, a priority is about that integration, to be able to provide those efficiencies across health and social care. We've had lots of conversations about integration over the years, but I think we're not really at a point where there is a level of true integration. Quite lucky locally that we have a little bit more of a joined-up approach, certainly through the transformation projects. For things like our connect service, we work very closely across health and social care. We've been afforded the opportunities to really drive some of that change that will allow us to be able to join things up a little bit more. As I said, to become more efficient in the ways that our staff are able to do their jobs, to cut out some of that waste, cut out that silo working. I think there are obvious benefits there, not only to our staff and to be able to provide better outcomes for our clients, but also about meeting some of those budget challenges then, shall we say. What we're aiming to do then is, I suppose, change the way we're working by being proactive, by being preventative. I appreciate that sometimes that's a bit of a challenge in the worlds that we're in, because we have got all of this demand that needs us to be reactive. However, we have to do something different to be able to support some of those pressure points in our health and care services, and make some change by providing a new model of delivery, really.

Stuart: To match Carla's thinking, I think for me, it's a real focus on proactive lifestyle monitoring and keeping us safe and well in our day-to-day lives. Through this maximized technology that underpins the new service model, and tuning, and data approach that creates a proven case study, we're able to tailor care to individuals as we learn more about them, and the care they need to deliver a more personalized service provision. Commissioners have often historically struggled on what to provide, but I'm conscious when I say this, that I recognize there's still quite an education piece in all this, to undertake and explain the benefits of this type of new approach, and how all that technology can come together as well.

Divya: Absolutely. Like with this, what do you think are some of the barriers to change, and how can technology address these barriers and drive the change forward?

Carla: I think we've still got some challenges with the technology. I think we still work within a fairly, well, I'd say it's quite an old-fashioned world with the analog side of it. However, the digital switch, I think, is going to push the boundaries, and allow us to push the boundaries, certainly. I think we're coming from a perspective, and again, this is about the tech that's out there. How do we actually make best use of the data that we've actually got coming from that? We need to provide those actionable insights, I suppose, and be proactive, and try to be predictive in the way they work, and to be more effective in the interventions that we put in place, and how we actually work for the clients. I think giving us the opportunity to have a 360 view of a client, because we tend to work in those silos, where you've got health on one side, social care on another, and a myriad of other parties that actually work with these individuals and they never join up, and they never necessarily work together. You've got people bouncing around systems, really. I think if we're able to join things up, and get that data working, because invariably, we've not got one system for all, then we're able to make better use of that data. Also, with the tech that's already out there, that people are already using, it will allow us to encourage individuals to bring their own devices to the table, so we can actually utilize their data and monitor. Again, back to what Stuart said about that monitoring of patterns and behavior, allowing us to then be better prepared for what may come through in the future, really. It also allows us to support that individual who may end up in an acute situation, who may already be used to them being monitored, and being supported by services like ours. Allow them to perhaps take a little bit more interest in their own health and social care world, and become engaged and co-produce in those areas, which I think allows then for a much smoother transition into some of those perhaps statutory service provisions that may be needed. Allows us, again, like I said, to provide better outcomes for our clients, ultimately.

Stuart: Yes, for me, I think with the breaking down of barriers between data sharing, there's naturally a huge business change element that goes into that. Having a standardized single platform approach for the collection of data just really helps us transform all that information into insight, and improve and enhance understanding of the individual, as we gather and consolidate information from all aspects of their lifestyle and the devices they're using, as Carla mentioned. It's that type of change when a real plethora of systems can be incorporated that can also help the individual in their circle of care around them, be more informed and more involved in their care delivery, and support the choices they make. What we would like to see is ultimately that improving people's health outcomes.

Divya: With these new improvements, how do you think health and care industry will look like in the next 5 to 10 years?

Carla: I think if I look a little inwards from a Wales perspective, we have an opportunity to make a significant difference to our service users, because we're quite a small nation at the end of the day. Ultimately, our population have similar needs and similar requirements, really. With a system that's going to allow us to share data, and to have that 360 view of individuals, we're going to be able to do things differently. We're going to be able to have efficient systems, allow our staff to be more effective, and to provide better outcomes across our health and social care services. I think the reality of it is, at this present time, it's too risky not to do something differently than it is to take on those risks of actually transforming and being innovative and pushing the boundaries of what we're able to do. Something with regards to that sort of digital platform, yes, we have to do that. I think the work that we're hoping to do with CGI, or will be doing with CGI, is going to take things to the next level, and I think transform the way that health and social care services look, certainly in the not-too-distant future as well.

Stuart: Yes, like Carla, the exciting thing for me is that what we're talking about now, where we're headed, what we're creating, should allow us to construct a single view of an individual from a more place-based perspective, so the cross-organizational view. Also, that could be repeatable and a single approach for all regions, with a capability that's going to provide a personalized flavor for each individual that will result in what I believe to be a truly bespoke care service. For me as an individual, I, again, believe it can result in improved health outcomes for me, too, and for those individuals. Whilst we're keeping individuals and those around that person in their social care also informed, so it's just fantastic to think about, really, in that sense. If I dared to dream, it would be the use of this technology as part of my everyday lifestyle that's ubiquitous in a helpful way, building this picture of me and how best to keep me well and, obviously, when I need it, how best to help me.

Divya: Thank you for your time today. I hope you found this very informative and some great points were raised by both Carla and Stuart. I hope you're excited for the final podcast where we will continue this conversation with Gareth Rees and discuss how partnering can bring in success for health and care. If you want to find out more, please visit the CGI website or reach out to us on LinkedIn. Thank you. [END OF AUDIO]