Customer Experience

1
Customer Experience

• Jayne Thomas
• Tracy Webb
• October 2006

2
Assessment

• Undertaken by registered healthcare professional
• Holistic assessment using bio-psychosocial model
• Use of standardised and validated tools
• Information analysed interpreted using clinical
  knowledge reasoning, using an evidence base
• Enables development of needs led action plan

3
Action plan programme delivery

• Needs led and bespoke in content, model of
  delivery and desired outcomes
• Provides a range of choices for individual in
  format, level of engagement, frequency, and venue
• Evidence based non-treatment that is flexible
  adaptable
• Sits comfortably alongside mainstream provision
• Provides supported environment which offers
  reassurance to individuals within a recognised
  governance infrastructure

4
Case Study

• Miss X, aged 45 years.
• Lives with elderly mother. No children or
  partner.
• Diagnosed with Rheumatoid Arthritis (RA) in 1990.
• Was employed by a large retail chain as a Sales
  Assistant for a total of 21 years. Left
  employment in November 2002 after being off sick
  with a major flare-up of RA, and was also being
  treated for Depression.

5
CMP Input

• Assessment identified 3 areas the customer
  wished to work on. These being Pain, Fatigue, and
  understanding more about her Condition.
• Customer identified the main barrier to
  employment as her fluctuating fatigue levels.
• It was agreed to meet on a fortnightly basis at
  the local JCP office.

6
Content of Sessions

• Fatigue
• Concept of fatigue
• Causes of fatigue
• Fatigue Diary completed by customer
• Agreed further actions which the customer could
  take to plan for and deal with the fatigue.

7
Content of Sessions

• Understanding her condition
• Provided up to date information regarding the
  health condition sourced via Arthritis Research
  Campaign.
• Provided internet contacts regarding local and
  national charities who support people with Pain
  and /or arthritis.
• Details provided re Action on Pain! Local
  support/self management group, NHS Expert Patient
  Programme, and Challenging Arthritis course run
  by Arthritis Care.

8
Content of Sessions

• Pain
• Pain discussed what it is, how it affects us,
  and specifically how and when it affects the
  customer.
• Provided literature published by the Arthritis
  Research Campaign for the customer to read in her
  own time re pain and how to best manage it.
• Together we agreed pain management strategies
  that the customer could implement.

9
Content of Sessions

• Reviewed and discussed the customers daily
  activity levels.
• Customer identified she wanted to increase her
  levels of physical activity.
• Provided application form for Gateshead Leisure
  Pass, which the customer subsequently obtained.
• Discussed the concept of pacing and how this
  could be applied to her daily routine.

10
Content of Sessions

• Work
• Work issues customer identified she would like
  to try working from home.
• Customer had identified a self-directed course to
  develop skills to become a Proof Reader.
• At present the customer is working through the
  course in her own time. She has set realistic
  goals regarding when she expects to have
  completed it.
• We have discussed her plans once she has finished
  the course. Customer would like to try
  self-employed Proof Reading.
• The PA has agreed to meet with the customer once
  shes completed the course to look at accessing
  agencies who can help with this.

11
Summary of CMP

• In addition to the assessment appointment we met
  for a total of 3 sessions.
• We have agreed to meet once more to review
  progress, with a view to discharge from the
  Programme in the near future.

12
Case Example

• Mr Y is a 62 year old male, referred with a
  diagnosis of depression and stress.
• Has past medical history of MI in 2003 is now
  fully recovered and whilst he takes medication,
  he has no other ongoing medical input for this.
• The customer had previously seen a counsellor at
  the surgery (total of 6 appointments), and had
  infrequent contact with his GP.
• He was prescribed antidepressives.

13
Presenting Issues

• Low mood
• Negative thinking patterns
• Loss of confidence
• Decreased self esteem especially relating to
  loss of worker role
• Experiencing physical symptoms of stress
• Difficulties sleeping
• Problems with short-term memory
• Concentration impaired

14
Work History

• Worked for 40 years in the motor trade in sales
  managerial positions until suffering a heart
  attack in February 2003.
• Following treatment for his heart condition Mr Y
  attempted to return to work in February 2004.
• After 8 weeks back at work he was signed off sick
  with depression and stress, and his contract of
  employment ended shortly after this.

15
CMP Input

• Psycho-education input regarding concepts and
  effects of depression and stress
• Sleep issues identified practical strategies to
  help improve sleep
• Relaxation techniques
• Detailed discussion re occupational history
  what were the positives/negatives, what would he
  like to do now? what are the benefits of
  returning to work?

16
CMP Input

• Activity planning using a diary, review at
  subsequent CMP sessions
• Challenging negative thinking worksheets and
  handouts
• Liaison with IBPA regarding worksearch support
  and referral to a Job Broker
• Signposting re self help books and websites
• Work stress reviewed and discussed
  literature/handouts, identified strategies he
  could implement

17
CMP Input

• Concentration/memory identified practical
  strategies
• Problem solving specific issues/situations
  discussed

18
Outcomes

• Mr Y received an offer of employment as a car
  parts delivery driver in January 2006.
• Prior to him starting work we identified what the
  potential stressors might be, and identified
  strategies to tackle these.
• Ongoing CMP appointments (fortnightly) to monitor
  progress and offer support if needed (has
  attended a total of 16 appointments).

19
CMP Outcomes

• Customer reports he no longer feels depressed and
  is now not taking anti-depressant medication
• He reports he has learnt and regularly uses
  helpful strategies to deal with stress
• Sleep pattern has improved and customer reports
  it is no longer problematic
• Customer reports feeling an increased sense of
  confidence in social situations

20
CMP Outcomes

• Mr Y states he is enjoying his job, and reports
  an increase in his self esteem, and improvements
  in his general health and well-being.