The challenge

‘My Care, My Way’ is a new health and care service for older people in West London. It represents a radical shift from reactive, hospital-based service provision to a proactive model that delivers holistic care.

Our approach 

In 2017, we worked with the Innovation Unit and West London CCG to facilitate a three-month ‘innovate and scale’ programme to co-develop a new operating model for local health services. The programme included a staff-led rapid re-design process, and the development of a culture and the infrastructure needed to support continuous improvement.

Key tasks included:

  • Developing a leadership forum for clinical and organisational leaders
  • Supporting Plan-Do-Study-Act (PDSA) cycles to refine the new service
  • An engagement programme to increase public recognition and participation in the model
Our impact

Working with over 100 front line staff, managers and commissioners across five organisations, our joint teams helped test and implement practical changes to deliver improvements across nine practice teams and 4,475 patients. We also supported West London build the case for expanding person-centred approaches from the initial cohort of older people, to the broader population as a whole.