Stage 1 Review
Project Waiting well calls (North West London ICB - Brent) By Nikki Fojan
- Title Waiting well calls (North West London ICB - Brent)
- Setting Community
- Objective A volunteer-led telephone service to both individuals on the waiting list for treatment and having recently been discharged from hospital, providing information and reassurance.
Beneficiaries
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Staff
Improved morale as a result of reduced DNAs and readmissions.
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Volunteers
Improved wellbeing and feelings that they have made a difference through their role. Opportunity for development and to gain new skills.
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Organisation
Improved patient and staff experience. Increased Trust efficiency.
Audiences
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Senior Leadership
To ensure continued buy-in to volunteering services and see the value that volunteers can add.
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Donor / funder
To demonstrate the value of their investment in the volunteering service.
Review Design
Project Waiting well calls (North West London ICB - Brent) By Nikki Fojan
Outcome model
Data model
Data Collection Dashboard
Project Waiting well calls (North West London ICB - Brent) By Nikki Fojan
This project has now completed. Please navigate to the 'Evaluate' stage.
Evaluation Dashboard
Project Waiting well calls (North West London ICB - Brent) By Nikki Fojan
Evaluation findings - May 2025
The Brent Back to Health project saw Brent Carers Centre volunteers making calls to patients in K&W West and Harness South PCNs with an upcoming Ophthalmology appointment at London North West University Hospitals. The calls started in April 2024, and through the duration of the project were expanded to four further specialties: Maxillofacial Surgery, Cardiology, Diabetic Medicine and Endocrinology.
Patients received a telephone call from a volunteer who followed a pre-approved script, enabling them to remind them about their appointment and have a supportive conversation. Protocols were put in place to ensure volunteers could signpost patients if they identified clinical concerns or any wider needs. Volunteers were able to support individuals to cancel or rearrange their appointment by flagging this as an action for the hospital to undertake.
