SERvicE BLUEPRINT - SCTT · WhaT are The aims of The service blueprinT? ... wishes to use the...

MAY 2015SERvicE BLUEPRINT

WhaT are The aims of The service blueprinT?

To provide a concise descripTion of The services TogeTher wiTh key messages.To explain living iT up To help aTTracT invesTmenT and parTnershipsTo gain a working knowledge OF how The service operaTes wiTh The addiTional benefiT of using iT To see how processes may be improved over Time.

The service blueprinT is inTended for The following audiences:

ProspecTive invesTors and parTners New and exisTing members of The liu sTaff Team across scoTlandOTher exTernal sTakeholders or inTeresTed parTies, e.g.. The nhs ehealTh Team, gps and clinicians and academic conference delegaTes

COnTenTspage 03 SecTIon 1: InTroducTionpage 04 What is Living it Up?page 05 How does Living it Up work?

page 06 SecTion 2: Service blueprinTs

page 08 High level overview of LiUpages 09 - 10 Product level: Connectpages 11 - 12 Product level: Discoverpages 13 - 14 Product level: Flourishpages 15 - 16 Product level: Shinepages 17 - 18 Service Application level: Innovation Zone

page 19 SecTion 3: CASE STUDIESpages 20 - 21 Case study: Overviewpages 22 - 51 Case studies

page 52 SecTion 4: Where To find ouT morepage 53 Key contact details

page 54 SecTion 5: Glossary page 55 Jargon busting glossary

Living it Up branding, co-design and community engagement has been developed for NHS24 by the Institute of Design Innovation (INDI) at the Glasgow School of Art, with the Health and Social Care Alliance Scotland and Carers Scotland.

SECTION 1 - INTRODUCTION

4

1WHAT IS LIVING IT UP?

Living it Up delivers innovative and integrated health, care and wellbeing services, information and products via familiar technology, which enables people to keep better connected with their communities, those they care for and receive care from. These technologies will include smart TV, mobile phone, games consoles, computers and tablets.

Where is LiU being delivered?

Moray and Highland/Argyll & Bute. The ambition for 2015 is for Living it Up to extend to other Scottish regions.

Who is The TargeT audience and how many people will benefiT from LiU?

long term conditions, care givers and those who just want to keep healthy, happy

‘test users’ in the development of the project’s key services - Shine, Discover, Connect and Flourish. Ultimately the project aims to reach a community of 80,000

opportunities for innovation.

Funding and parTnersLiving it Up is the Scottish element of the UK-wide dallas programme and is funded by a consortium led by the Scottish Government, Innovate UK (formerly known as Technology Strategy Board), Highlands and Islands Enterprise and Scottish Enterprise in partnership with other key stakeholders. NHS 24 has been appointed by the Scottish Government to provide overall leadership, coordination, programme

Living iT up is a Three year programme working wiTh five local parTnerships across scoTland aimed aT empowering people To improve Their healTh and wellbeing.

SITEKIT

LED BY

NHS 24PMO

TechnicalDelivery &ConTenTParTners

ServiceParTners

Behind The scenes:infrasTrucTure

For Profile,business

InformaTionLogin and API

The Living IT upPorTal,

Flourish, CONNECT

& INNOVATION ZONE

SITEKIT

DIGITAL LIFESCIENCESCommuniTy nurTure

& parTnershipsin conTenT creaTion &help desk provision

for end usersupporT

mAVERICK TV

RECEIVES FUNDING FROMTHE SCOTTISH GOVERNMENT

ANDTHE TECHNOLOGY

STRATEGYBOARD

CommuniTyEngagemenT

Team

LocalAuThoriTies

NHS

LOTHIAN

FORTHVALLEY

HIGHLAND

WESTERNISLES

ARGYLL& BUTE

MORAY

GlasGOWSCHOOLOF ART

HEALTH & SOCIALCARE ALLIANCE

CARERSSCOTLAND

SHINE

DISCOVER LOOKINGLOCAL

INTRELATE

SupporTOffice

Who’s who

5

1HOW DOES LIVING IT UP WORK?

CONNECTSHINE

FLOURISH DISCOVER

TECHNICAL PARTNERS - WHAT’S IN IT FOR YOU?

API

Scotland

USERS - WHAT’S IN IT FOR FOR YOU?

BACK OFFICE OPERATOR TOOLS

resourcesfront stage behind the scenes

LIU APPLICATIONSSecurity & Information Governance

SECTION 2 - SERVICE BLUEPRINTS

7

2BLUEPRINT DEFINITIONS

1. User journey Steps the user takes through the LiU service and the actions the user takes to get involved in their community.

2. ResourcesThings that the user comes into contact with at each stage of their LiU journey.

3. LiU FronT STage Actions undertaken in direct contact with userThese may be carried out by friends, family, health professionals, the Managed Service, Technical Partners etc.

4. LiU Behind The Scenes Actions undertaken to support the Front Stage actions– “invisible” actions, i.e. no direct contact with user. These may be carried out by the Managed Service, Technical Partners, suppliers etc.

5. SysTems and TechnologyThe technology, products and systems that enable the user journey.This could include software, applications, processes etc.

WhaT needs To Be in place To ensurea successful user journey?

1. Become aware E.g. through marketing materials, recommendation from other LiU user, referral from health professional.

2. JoinVisit the portal, sign up to LiU, join a group etc.

3. UseBroken down into sub-stages as follows. The sub-stages are cyclical and can take place in any order. For consistency, we have recorded them as followsa. Consume – read, search, watch videos, view imagesb. Personalisec. Promote – recommend the service to a friend, share link on social mediad. Feedback – say thanks, make a complaint, suggest improvementse. Contribute – write an article, add a review, add a local event

The user journey - The sTeps a User TakesThrough The LiU Service

For the purposes of the User Journey in the service blueprint, the user is a member of the public who wishes to use the service.

Who is noT on The service blueprinT user journey?Anyone who could be considered to deliver or support delivery of the LiU service, forming part of a user’s circle of care, may also be classed as a user. However, in this scenario, they should be documented as users interacting with the individual on the User Journey most likely from LiU Front Stage, LiU Behind the Scenes swim lanes, rather than in the User Journey swim lane. Examples of these individuals may be health professionals, experts, carers, community workers, social workers and the LiU team.

Who is The user in The LiUservice blueprinT?

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2Wherever you see a Bird on The blueprinT, There IS a supporTing case sTudy giving more informaTion furTHer on in This documenT

USER JOURNEY

BECOME AWARE JOIN LIU CONSUME

USE :

PERSONALISE PROMOTE FEEDBACK ConTRIBUTE

RESOURCES

FRONT STAGE

BEHIND THE SCENES

SYSTEMS ANDTECHNOLOGY

Managed Serviceresponsible forcontent creationincluding all marketing materials Managed Servicecoordinates PR activities

Technical Partner, Sitekit, provides technical support for login and account issues

Technical Partnersprovide support:Digital Life Sciences (Flourish, Connect & Portal)Looking Local (Discover)Intrelate (Shine)



Technical Partnersprovide support:Digital Life Sciences (Flourish, Connect)Looking Local (Discover)Intrelate (Shine)

Technical Partners resolve issues passed to them by Managed Service

Business information drives continuous improvement

Health experts review relevant content to ensure accuracy

Viable suggestions fed into service improvement / development plans

LiU website Re-use of internet accounts

Single Sign-On

Content from third party systems

LiU website

Dashboard

Social media tools (Facebook, Twitter, YouTube)

Google Analytics, LiU Management Information database

Feedback forms

Thanks button

Content Management Systems

Experience Guides

Community Challenge

Suggestion forms

Become aware via:Word of mouthRecommendationMarketing and PRDirect search

Visit LiU website(have a look around)

Register: Create new LiU accountUsing existing internet accountUnlock content only visible to registered users

Read contentConduct a searchUse a tool

Add information to

Flourish)Receive suggested content & access stored content via Dashboard

Recommend via:Face-to-faceTelephoneDigital channelsNoticeboards

‘Thanks!’ buttonTwitter ‘Share’ buttonFlyers and postersWebsite (digital links)

Make a suggestion for new content or changes to existing content

Add a listing for a group / event / organisation

Write a review

Marketing and PR including postcards,

and radio

LiU website: limited content visible for non-registered visitors

Homepage and portal

“Register for LiU” web page

All content on LiU (visible to registered users)

Experience Guides, case studies, blogs, dashboard, listings, news articles, search results.

Content types: expert, syndicated, from users

Dashboard (Activity Log)

‘Thanks!’ button

Twitter ‘Share’ button

Flyers and posters

Website (digital links)

Thanks! and Feedback buttons‘Contact Us’ formComplaint form (internal)‘Suggest an improvement’ / ‘Comment and review’/ ‘Recommend company or organisation’ buttons

‘Email us with your suggestions’ button

Comments box

Health professional, social worker, careror other friend or contactmentions LiU

Support from friend orcarer to help with IT,Managed Service / CommunityManagers provide help

Managed Service providesfront-line help with anyaccount creation issues

Managed Service providesmoderation and new content

Support from friend orcarer to help with IT,Managed Service / CommunityManagers provide help

Managed Service provide front-line help with any account creation issues

Managed Service receive feedback and will resolve technicalissues if possible

Managed Service keepsuser updated regardingtheir feedback

Content vetted andedited by Managed Service before publication

Suggestions receivedand reviewed byManaged Service

LiU SERVICE BLUEPRINT: high LEVEL

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Who is on The user journey?

ConnecT allows users To link up To oTher people using a range of Tools.

Bob and his circle of care

It is possible to use video to speak to your doctor, nurse or social workers. You can also go online to do an exercise class, or even speak with friends and family.

up to speed with email, or learning to use your tablet or smart phone to support a healthier lifestyle. Digital skills let you stay in touch with folk that care, from the comfort of your own home/community. This service digitally upskills users to enable them to use technology and learn from their peers.

Tools within Connect: How To Guides allow you to watch, read, download and take away simple steps that will help you to learn the skills you need to use

Step by Step Guides are animated guides that take you through a series of visual steps to help you do things like set up a group on Discover, use Skype to video call with family and friends, and contribute to one of our Experience Guides.

KeiThBob

Had a sTrokeliving with hearT disease

& diabeTes

broTher, Wife, 3 children

Friends includeBerTie From bowls &

jim from The gym

Loves poliTics, golf,bowls, gym,

Animals

uses Trusted informaTionFrom DiabeTes in ScoTland, &

ChesT, HearT & sTroke ScoTland

ConsulTanT & Gp

Basic CompuTer skillsWife uses iT more

Basic phone -noT a smarT phone

10

2LiU SERVICE BLUEPRINT: CONNECT

Computer and broadband

USER JOURNEY

BECOME AWARE JOIN LIU

RESOURCES

FRONT STAGE

BEHIND THE SCENES


Relationship established with CHSS and

Info about these conditions are populated

CHSS group have LiU account and entered details on to ALISS database

Made the How To Guide and Step-by-step Guide

Information populated about local Silver Surfers group.

Skype

Silver Surfers are on ALISS, have connected with LiU and have an article on Connect

Link information from ALISS and LiU

Re-use of internet accounts

Connect site

Dashboard

Social media tools Have your Say page Have your Say page

ALISS

Bob hears about LiU from a friend at his Chest Heart Stroke Scotland group. He is told about the resources on LiU that could support him. Once he’s home he visits LiU using the link his friend gave him. He looks through the trusted information about his condition, and how Connect can help improve his IT skills which means he could join the CHSS online group.

After browsing on the Living it Up portal, Bob signs up as it’s come highly recommended from a friend.

Bob is interested in connecting to health professionals through Connect. He uses a How to Guide to set up Jabber and downloads it. He also downloads Skype so that he can connect with his CHSS group.

CHSS group in Dingwall is too far away for Bob so he decides to join the group online. Bob loves using Skype to connect remotely. He receives updates from LiU and asks the Managed Service where to get more help with IT skills.

Silver Surfers. He prints and shares the Silver Surfers article with his bowls friends.He then attends Silver Surfers with a friend.Discovers telehealth tools to support his condition.

Bob thanks LiU and asks why he can’t connect with consultant via Jabber.

Bob sees that Video Conferencing is available to call consultants in other areas and asks LiU why this is not available in his area.

Bob sets up his own group with friends from the bowls and he stays in touch with them through the winter, via Skype.

details about website and group

Accesses LiU through computer at home through link: then on portal

“Register for LiU” web page

“Why Connect?” content.

Uses Step-by-Step Guide to using Skype

How to Guides, including video clip

Connect Now - Get Jabber

Bob’s LiU email account

Feedback button to ask Managed Service

Word of mouth to friends

Silver Surfers group

Telehealth tools

Silver Surfer case study

Thanks! and Feedback buttons

‘Contact Us’ form

Dashboard

Getting involved article

Experience Guide

How to Guide for setting up a group

Step-by-Step guide: Contributing to an Experience Guide

Introduction to LiU and Connect from

Information on LiU about CHSS/ Diabetes and Connect with technology

Welcome to LiU email from Managed Service

Managed Service responds with welcome email. Identify areas & health boards who will use Jabber

Step-by-step GuideHow to GuideSkype

Updates sent via LiU and CHSS on interests

Event information collected and distributed by Managed Service

Managed Service send details about Silver Surfers group .

Access to printer

Information on Connect about telehealth tools.

Managed Service receivesthe feedbackThey send details about Silver Surfers groupDashboardaccording to his interests“Have Your Say” function

conferencing to consultants available in the local area - to be passed to local authorities

How to Guides

Wherever you see a Bird on The blueprinT, There IS a supporTing case sTudy giving more informaTion furTHer on in This documenT

USE :

CONSUME PERSONALISE PromoTe FEEDBACK ConTribuTe

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2connecT

“I wanT To know how TO GeT involved in my Local area.”


Discover is a ‘one-stop-shop’ for trusted and local information, products,

information within a local community, even within a few miles of a users home/work.

Tools within Discover:Through Discover Searchsearch for hyperlocal information to discover what is available for you locally, whether that’s people, places, products, or groups.This is My are short videos that give you a taste of local groups, activities and organisations near you before you decide on what you’d like to get involved in!

Jim and his circle of care

FalkirkJim

No HealTh condiTionsCares for people wiTH

Epilepsy And LimiTedMobiliTy

broTher, Wife, Mum, Dogs

Friends include peoplefrom The PaTIeNT Forum,

Walking group andCarers Group

Loves being AcTive, Socialisingwalking, Telling Jokes,

Learning new Things,VolunTeering

uses TrusTed informaTionFrom Telecare services and

NHS24. Jim is an advocaTefor oThers wiTh healTh

condiTions.

Local supporT Group STaff,NHS24, Dial-a-journey,veTs, GP, DenTiST, STaff

aT carers CenTres

Phone, landline, Home PC,Pull-cord alarm, epilepsy

sensor and oTherTelecare

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2LiU SERVICE BLUEPRINT: DiscoverWherever you see a Bird on The blueprinT, There IS a supporTing case sTudy giving more informaTion furTHer on in This documenT

USER JOURNEY

BECOME AWARE JOIN LIU CONSUMe PeRSONaLISe PROMOTe FeeDbaCK ConTribuTe

RESOURCES

FRONT STAGE

BEHIND THE SCENES


Pop-up arranged with hospital and Community Health Manager

Materials prepared

Branding and procurement of merchandise

Signed up by LiU as an LiU member

Managed Service write standardised welcome email, sent automatically.Invitation posted on FB page & tweeted aboutInvitation sent to local registered users

LiU team adds assets into ALISS (on-going)Tagging of condition-

Add to portal & asset registerManaged Service verify groups & ALISS info.

sent

LiU has approached walking group, got their consent & arranged suitable date

Video edited & approved before publishing on LiUWritten content for automated response

/ Dashboard

Written instructions and support to create ALISS account regularly reviewed and improved. Details of birdwatching group shared with content team to source article/This is My video.

Personal device (e.g. computer, tablet,)


Search ALISS contentLocal asset databaseVideosTagging by Managed Service

Dashboard to store personalised information

Social media toolswere looking for’ forms were looking for’ forms

Form sent to Managed Service from webform. ALISS API used to populate Discover searches.

Jim was working at the hospital and spotted the LiU pop-up stand. He came to chat with LiU Project Manager Florence about the service.

Jim found out what LiU had to offer and provided his email address to sign-up.

Jim said that he would love to come along to the co-design workshops.

Jim receives a welcome email with a link to the portal, which he visits using his PC.

He attends a Discover workshop in his local area and learns how to search on Discover.

Jim searches for local carer support groups and watches videos.

which offers support, free training and drop-

information.

searches on his home PC to revisit later.

Walking Group’ video.

and hands these out to friends and family to encourage them to check out his video.

Jim’s brother watches the video online and gives it

recommends a piece

and uses the Feedback button to ask LiU how he could be assessed for more telecare.

is a member of a Birdwatching club and thinks other people would like to know about this. He uses the ‘add a group or organisation’ button to tell LiU and is supported to add details to ALISS.

Pop-up stand and banner

Freebie merchandise

Community engagement tools

Face-to-face conversation

Registration sheet

Welcome email

Link to LiU website

Email invitation to local Discover workshop

CET member & iPad

Photo consent form

Search facility

Videos

ALISS information about groups

Feedback button

Sitemap

Option to save searches

Search results based on location and interests

Added to personal

Word of mouth

Thumbs up/thumbs down option

Feedback button

This is My videos

Reviews of products, services and groups

Q&A - ability to answer

Thanks button

Add group or organisation button

Tell us what’s missing button

Materials printed for pop-up

Merchandise designed and purchased

Encourage sign-up using registration form

LiU team at pop-up to talk with community

LiU team member registers Jim for LiU

Event invite is distributed online to users

Paper prototypes available as well as online version on iPad

Coached in workshop on how to use Discover most effectively

Friends / family take

LiU online

Community Manager

consent) for his This is My video.

Jim’s brother sees ‘Thanks’ saved to his personal dashboard

Automated response from Managed Service

answered within 3 days.

Response from Managed Service within three working days with instructions to create ALISS account and add the club details to ALISS. Support offered to help Jim do this.

USE :

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Flourish has a seT of inTeracTive Tools ThaT help people sTay healThy, happy and safe.From Experience Guides that allow people to share their health and care experiences, to self management tools, including what keeps you well trackers, that will give users the opportunity to look after themselves and the people they care for.

Tools within Flourish: Experience Guides encourage people to share positive and practical tips on situations and personal experiences they have been through, from life changes to caring roles.The Activity Log lets you record your physical activities: you can add in details about the activity, time and distance so that you are motivated to be more active.Taking part in a Community Challenge allows you to log your efforts on Living it Up and help reach collective community goals in your local area.The Good Day tool helps you become more aware of what contributes to you having a good day and keep on track of how many good days you’re having so that you can spot patterns and see progress over time.Digital Postcards are short informative videos on a variety of health conditions. They allow you to access information, tips and advice direct from the clinicians.SmartCare tools promote enablement, self care, information sharing and care

falls.

JaneT and her circle of care

JANET

red cross group,supporT group,

MinisTer

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2LiU SERVICE BLUEPRINT: FLOURISH

RadioTV screens

USER JOURNEY


RESOURCES

FRONT STAGE

BEHIND THE SCENES


Managed Service liaise with health care professionals to share information about LiU Managed Service organise TV and radio campaignsBranding and marketingProcurement and merchandise

Adverts for toolsInformation populated about the user on their

Managed Service receive registration

Information populatedContent created for the Flourish toolsDigital Postcards created and advertisedHealth news generated and updated

Good Day tools saves information throughout usage and presents this information back to user.

Dashboard pulls information from tools and user usage.Promo box updatedCommunity Challenge Monthly campaign promoted.

Thanks functionalityPrint functionalityManaged Service

upload new Community Challenge before generated response email to Janet

Managed Service moderate Experience Guide contribution andemail to say that the Community Challenge has been set up and provide a link for Janet to promote it with.


Janet’s tablet

Health and wellbeing articlesExperience GuidesCommunity ChallengesActivity LogGood Day tool

Dashboard

Email and live linkPromotion features on Portal and FlourishCMS system (used to populate the promotional features)

Feedback sent to Managed ServicePrint optionThanks button

CMSExperience Guides, Creating a Community Challenge

Specialist Nurse. The nurse has recommended she looks at the Digital Postcard on COPD and said that she can access trusted health information and information on local support groups through LiU. The Physio has also recommended that she uses the Activity Log to track her physical activities.

Janet visits LiU and looks through the tools and resources available on Flourish. She registers with LiU so that she can gain access to the Activity Log, as recommended by her Physio.

Janet watches the Digital Postcard on COPD before inputting information into the Activity Log, to track her daily exercise. She then registers to take part in her local Community Challenge.

The Specialist Nurse has also encouraged Janet to use the Good Day tool as a personal tracker, so she decides she will track her sleep and how often she is socialising to see if she can spot any patterns.

She tells her family all about the tools she is using on LiU. She also tells her local pulmonary rehab class about the Community Challenge, to get them involved.

At her next appointment with the Specialist Nurse, Janet takes a printout of the Good Day tool graph and tells the nurse about this and the other tools she has been using on Flourish.

Janet adds to the COPD Experience Guide and submits some ideas for the Wee Things. She sends in a suggestion for a new Community Challenge for her pulmonary rehab group to take part in.

PostersRadio adverts

Advert on TV in medical practicesDigital Postcards‘Digital Prescription’

Registration email Activity LogDigital PostcardGood Day tool LiU online platformNewsletterHealth news on Flourish

Flourish tools available: COPD Digital Postcard, Experience Guide, Activity Log, Community Challenge, Good Day tool.

Good Day tool helps Janet become aware of what contributes to having a good day, keep on track of how many good days she is having & spot patterns and see progress over time.

Word of mouthGood Day toolCommunity ChallengeNewsletterHealth news‘Editors picks’

Good Day tool graphPrint feature

Wee ThingsExperience GuidePulmonary rehab groupCommunity Challenge

Marketing Staff training/access to LiU resourcesHealth care professionals tells Janet about Living It Up and tools that could help her

Welcome auto-email generated by Managed Service and newsletter arranged

Digital Postcard Activity LogCommunity ChallengeHealth News

Good Day tool allows Janet to choose what she would like to track and set her own goals.

Janet shares link to LiU with family online. She tells her pulmonary rehab group about the Digital Postcard and speaks with them about getting involved in the Community Challenge.

Print buttonJanet notices the

Community Challenge’ button and the ‘tell us about local support group’ button.

Managed Service

Community Challenge.Managed Service also see contribution to Experience Guide and Wee Things and moderate comments.

Wherever you see a Bird on The blueprinT, There IS a supporTing case sTudy giving more informaTion furTHer on in This documenT

USE :

CONSUME PERSONALISE PROMOTE FEEDBACK ConTRIBUTE

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“I wanT To know how TO GeT involved in my Local area.”


sometimes forgotten hidden talents! This simple online tool takes users

local opportunities to get more involved in their community, whether it is a

‘give back’ - where skills and interests are matched to opportunities that suit their circumstances.

Tools within Shine:The Quick Quiz looks to uncover what you’re good at, what’s important to you and what you’re interested in, to show you opportunities to become more involved in your local community.Find Opportunities presents a range of opportunities to shine in your local area; you can search for opportunities to learn, give back, be social, be active or promote yourself.

JinTy and her circle of care

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2

Radio

USER JOURNEY


RESOURCES

FRONT STAGE

BEHIND THE SCENES


Isles FM pre-aware of LiU and agree to advert

Project Managers, Community Managers and Managed Service continued engagement with users and event attendees

Opportunity to sign-up is pushed before showing local opportunities

Intrelate algorithms calculate and record resultsManaged Service receive details that Jinty has signed up for LiU

results are saved to her

results and printable PDF generated

Local opportunities are pulled from Managed Service review Jinty’s suggestion and validate the group information. They then decide whether to accept the suggestion and add it to ALISS.

Managed Service process Jinty’s feedback into the Management Information database and considers how it could be used to improve the LiU service offering

results and printable PDF generated

personalised results


Opportunities from ALISS

Get Inspired articles

Dashboard

Ability for users to send details to Managed Service and provide information about groups and organisations that they know via ALISS

Feedback button Feedback button

Jinty hears about Living it Up on Isles FM radio when driving home.Jinty is curious to know more about LiU. A friend said that Shine can show you different ways to give back in your local community.

Jinty visits the LiU portal on her laptop at home. After reading about LiU, Jinty decides she’d like to see what Shine has to offer. She isn’t sure what she’s good

After seeing the results, Jinty wants to see the opportunities in her local area. She has to sign up to access them, so she registers for an account.

results are something that she would like to show her carers group.

She uses the print feature to print her Shine results.

Jinty discovers lots of local opportunities to Shine in the Western Isles. She notices a local choir and notes down the contact details. She phones her friend Isobelle to see if she would like to try the choir out. Jinty arranges to go to the choir. They go along together and have a brilliant time!

Jinty discovers that she can add her carers group on as an opportunity and sends the details to LiU.

After going along to the choir, Jinty sends a message via the Feedback button to tell Living it Up how great it was and how much fun she and Isobelle had.

Jinty shares her Quick

carers group and tells them about Living it Up

Jinty and her friend Isobelle continue going to the choir and tell their other friends about it.

Radio advert

Word of mouth

Promotion of events

Newsletters from Managed Service Previous participants and current users

Online portal Shine

Print button

Printed Shine Quick

Find Opportunities section

‘Find My Opportunities’ button

Choir contact details

Opportunities in the local community for the user to learn, give back, be social, be active or promote themselves

Contact details for Jinty to send feedback to LiU

Prominent Feedback button visible for the user to choose to send feedback if they want to

Face-to-face interaction with the choir group

Contact details for choir

Word of mouth and direct contact

Promotional activities in Western Isles: local radio adverts, workshops, pop-ups and feedback sessions within local communities

Engaging interface on portal with interesting information

Jinty receives an email welcoming her as a Living it Up member

Print button visible to user

Shine homepage communicates the purpose of Shine and the value of using it

Local opportunities are presented in a colour-coded format

Managed Service receive email with suggestion and assigns someone to respond to Jinty. Managed

details to go with all opportunities.

Managed Service receive email with the feedback and assign someone to respond to Jinty’s feedback

Print button visible to user

Contact details provided for opportunities

Friend invited to participate details of time/location given

USE :

CONSUME PERSONALISE PROMOTE FEEDBACK ConTRIBUTE

LiU SERVICE BLUEPRINT: SHINEWherever you see a Bird on The blueprinT, There IS a supporTing case sTudy giving more informaTion furTHer on in This documenT

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2connecT

“ I want to help small local businesses design useful new products and services that support people like me better”


Innovate is an area where Living it Up users can hear about new ideas or test and try out new products and services which have been developed by small local companies. The companies are keen to show their ideas at an early stage of development so that they can get user feedback to further improve their concepts.

Tools within Innovate:An area where you can see and test new productsAn area where you can see if companies are holding events or workshopsAn area to share your own ideasA directory of organisations who are taking part

JO and hER circle of care

DUNBAR

jo

FROM TALKING MEDICINESPATHFINDER ORGANISATION

HUSBAND, SON ANDMOTHER

Friends FROM HER LOCALCOMMUNITY

Loves PLAYING GAMES ANDPUZZLES ONLINE, READING,SUNSHINE AND HOLIDAYS.

uses FORUMS TO GET FEEDBACKFROM PEOPLE. INTERESTEDIN DEVELOPING GADGETS

AND TECHNOLOGY.

STAFF FROMLOCAL PHARMACY, GP

& SCOTTISH ENTERPRISE

WORKS FOR TALKING MEDICINESHAS DEVELOPED AN APPIS TECHNOLOGY SAVVY IPAD & SMARTPHONE

INNOVATION ZONE

jo

STILL IN DEVELOPMENT & CHANGES MAY BE MADE...

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LiU online platform

Innovate platform

Social media

USER JOURNEY


RESOURCES

FRONT STAGE

BEHIND THE SCENES


Scottish Enterprise briefed and supporting Innovate

Jo awaits approval and acceptance of her company and her idea from the Innovate appraisal team.LiU put agreements in place with small innovative businesses to showcase their products

Innovate panel to assess suitability of product/companyNetwork integrator supporting companies to complete application process

Information is forwarded to the moderator and they can advise on the changes to any medical or technical jargon.Approve the application and get in

with link and log-in details to site.

organise the event and facilitate the workshop and then pass on feedback about the event to LiU.Marketing for event

Jo can monitor the service users interaction and can therefore ensure that relevant help/support is available for the participants throughout the testing.

T&Cs agreed between Innovate/LiU and

for report and testimonials.

Managed Service put on event related content to LiU portal.

Re-use of internet accounts Search facility

Electronic application form for Innovate

Innovate site

System changes

Live Innovate alerts to appraisal team

Social media

Portal

Talking Medicines app Social Media

Portal

Jo hears about Living it Up (LiU) via word of mouth, through Scottish Enterprise. She is curious about Innovate and attends an Innovate workshop for potential

Jo leaves the workshop and registers as a member of LiU and then uses the online forms on Innovate to send in an idea that she has about a diabetes product that she would like to test with some LiU members. She submits her idea through the contact button on Innovate.

The information Jo has submitted is passed on to the Innovate appraisal team for their approval and a page is created for Jo’s company ‘Talking Medicines’ on the Innovate site.

Jo is contacted with log-in details for the Innovate site where she is able to personalise the information about her company and the idea that they would like to test. She uploads details about the product, company, and an upcoming diabetes workshop in the Events section.

Jo’s diabetes workshop is promoted across the LiU portal and social media and there is a general call to action for people who have diabetes to come along to the workshop that will be held in Lothian.

Participants are encouraged to come to the initial workshop, before tracking the use of the Talking Medicine app over a 4 week period and capture any notes through a diary. They are provided with the app and suitable technology to test it.

Participants return to a follow-up workshop in 4 weeks where they share their experiences and explore whether the app has changed their behaviour. They share ideas for improving the app before evaluating their involvement throughout.

Scottish Enterprise

Word of mouth

Campaign

Social media

LiU online platform

Innovate

Registration forms

Contact button on Innovate

Innovate appraisal team

Managed Service

Social Enterprise mediator

Innovate live site

Managed Service

Events section on Innovate

Community venue

Prototype to be tested

Company representative

Call to action email

Social media

Personal dashboard

App

Diary

Workshops

Service users

Quotes and testimonials from the evaluation

Champion stories

Social media

Report from Jo/Talking Medicines

Network integrators

Articles/features and show reels

Advert on carousel

Welcome email from Managed Service when Jo registers as a LiU member

Registration form and contact button on Innovate

Contact button

Email to Jo saying that the information has been passed on to the appraisal team and that someone shall be in touch about her application shortly

organisation and the idea that they want to test and receives the log-in details for Innovate site

Jo receives another email about changes to any medical/technical jargon and advised that it is going to go live after these changes

that the information is now live and that service users can see the information and the form to express their interest in the workshop.

Workshops that service users attend face to

company. Interaction with the app and the supporting technology.

Article/content

Publish successful outcomes/testimonials on social media.

Report available to LiU/Innovate appraisal team.

USE :

CONSUME PERSONALISE PROMOTE FEEDBACK CONTRIBUTE

LiU SERVICE BLUEPRINT: INNOVATION ZONE

SECTION 3 - CASE STUDIES

20

3CASE STUDY: OVERVIEW

LIU SERVICE

DISCOVER

SHINE

CONNECT

FLOURISH

SYMBOL BENEFIT RELEVANT CASE STUDIES

PERSONALISED SIGNPOSTING AND INTRODUCTIONS

CREATION OF WEALTH AND NEW BUSINESS

IMPROVED OPPORTUNITIES FOR INDIVIDUAL AND COMMUNITY CONTRIBUTIONS

INCREASED COMMUNITY CAPACITY

CONVENIENT AND LOCAL ACCESS TO SERVICES

INCREASED DIGITAL PARTICIPATION

INCREASED DELIVERY OF DIGITALLY ENABLED HEALTH AND CARE SERVICES

INCREASED SUPPORTED SELF MANAGEMENT

3, 4, 6, 11, 12, 13, 15, 16, 18, 22, 27, 30

1, 2, 14, 28

1, 3, 5, 10, 14, 15, 17, 19, 21, 23, 28, 29, 30

3, 11, 12, 13, 14, 15, 16, 17, 21, 23, 24, 25, 26, 27, 29

4, 5, 6, 7, 17, 18, 24, 27

1, 6, 7, 8, 9, 11, 12, 18, 20, 21, 22, 23, 26, 28, 29, 30

2, 4, 5, 7, 8, 9, 10, 13, 16, 19, 20, 22, 25, 26

2, 8, 9, 10, 19, 20, 24, 25

21

3CASE STUDY: OVERVIEW

LIU SERVICE

DISCOVER

SHINE

CONNECT

FLOURISH

SYMBOL RELEVANT CASE STUDIES

4, 12, 13, 14, 15, 17, 18, 19, 21, 24

1, 3, 11, 16, 20, 23, 26, 27, 28, 29, 30

3, 5, 6, 7, 8, 9, 10, 12, 21, 22, 25, 26, 28, 29, 30

2, 4, 5, 7, 8, 9, 10, 11, 13, 15, 16, 17, 19, 20, 24, 25, 27

22

3CASE STUDY 1: TiNA BURGESSTHE CONFIDENCE TO DEVELOP TALENTS, LEARN NEW SKILLS AND SHARE THEM WITH THE COMMUNITY

Interviewee: Tina BurgessArea: Western IslesBackground: Senior Health Promotion OfficerDescribes LiU as: an ‘interactive community support network’

“IT’S REALLY POSITIVE. I LOVE THE DESIGN FOR LIVING IT UP AND THE WHOLE ETHOS ABOUT IT. IT SOUNDS SO POSITIVE!”

Programme Benefits:

Creation of wealth and new business.

Improved opportunities for individual and community contribution.

Increased digital participation.

User Benefits (6 C’s):

Service Summary:

Shine provides a variety of inspiring opportunities to learn, give back, be social, be active or promote yourself in your local area.

Tina Burgess has been a very active member of Living it Up in the Western Isles. She attended workshops to help develop services and even ran a very popular session for other Living it Up members that focused on reducing salt intake by replacing salt with herbs. The session resulted in a well-populated ‘Experience Guide to Herbs for Health’, aiming to inspire other people in the community to improve their lifestyle choices and benefit from healthier living.

“That session gave me confidence, I hadn’t really done anything around that before. It inspired me to do some more training - I now have a diploma in nutrition and have been given the chance to talk to a whole range of people, and share the nutritional value of herbs.”

DEVELOPING TALENTSTina went on to gain a diploma in nutrition and has since built upon this experience to develop a programme that provides more in-depth information about the nutritional value of herbs, delivered to various groups including the Pointers Carers, Young Mum’s, the Older People’s Partnership and Western Isles Carers.

GIVING BACKWhen she retires next year, Tina plans to become more involved in the community and hopes that Living it Up will provide her with an opportunity to remain connected with people she has met throughout the project.

“I’d quite like to volunteer for Living it Up. It’s one project that I can imagine would sit in well with my retirement plan.”

She intends to use Shine to find opportunities to give back that utilise her skills and hopes that Living it Up will enable her to become better connected once retired. Buoyed by the interest in her nutritional classes, Tina also plans to offer these on a freelance basis after she retires.

“It’s scary when you retire, after 28 years of working in the same place. I’m hoping Living it Up will give me access to meeting new people. I’m looking at Living it Up as a way of still being involved, but also a way of meeting new people as my life dramatically changes.”

LEARNING TO USE TECHNOLOGYThe most significant change for Tina, aside from expanding her professionalpractice, is her newfound confidence and skills in using technology. She nowrealises that ‘it’s about understanding what it’s all about, and not to be scared of it,’ having found an increasing value in using technology such as Facetime to connect with family.

CONFIDENCECONNECTEDNESSCONTRIBUTION

23

3CASE STUDY 2: TONY WADEINVOLVING RURAL COMMUNITIES IN EXERCISE PROGRAMMES SUPPORTED BY TECHNOLOGY

Name: Tony WadeArea: Western IslesBackground: Sports Facility Services Manager, Health PromotionsDescribes LiU as: ‘a portal for lifestyle change.’

“IT’S BEEN A MOTIVATOR FOR CHANGE FOR US - NOTHING BUT POSITIVE FROM OUR POINT OF VIEW, BECAUSE WE’VE HAD THESE IDEAS [FOR 15 YEARS] AND NOT BEEN ABLE TO DO THEM, AND NOW WE HAVE BEEN ABLE TO DO THEM WITH THE SUPPORT OF LIVING IT UP.”

In his role as Sports Facility Services Manager, Tony Wade has experienced the benefits of collaborating with Living it Up and describes it as “nothing but positive”. His team, based at Stornoway Sports Centre are transforming the way the work with rural communities using talent in the community supported by technology.

ENCOURAGING PEOPLE TO BE MORE ACTIVE As part of the GP exercise referral scheme, and with continued involvement in specialist groups such as pulmonary rehab and cardiac rehab, an opportunity arose for the Sports Centre to collaborate with Living it Up to increase digital participation and support people to access personal physical activity programmes from the comfort of their own home. The project, supported by Living it Up, employs fitness instructors to support remote, rural communities to access sport facilities.

The Sports Centre is currently running 5 Aquafit classes per week, with last Friday’s classes attracting a superb 33 people, many of whom are in their seventies. The group initiated from the local GP referral scheme, growing in numbers through word of mouth. However, for many people living remotely in the Western Isles, it’s not possible to travel many miles to access sports facilities and collaboratively, we are committed to engaging with these rural communities.

USING UNTAPPED TALENTS AND RESOURCES WITHIN THE COMMUNITYWith the support of Living it Up, between October 2013 and June 2014 the Sports Centre trained 13 new fitness instructors, increasing people’s skills and using existing community resources (including community halls and school facilities), and are now in a position to roll out exercise classes in local communities, acknowledging Living it Up as “central to the process”.

“The fact that we have got more qualified people, the community has already started to change. This next stage could potentially change how we deliver remote, rural, physical activity.”

“One of the individuals who did the training course has gone on to do a personal training qualification and she is now effectively operating a small business.”

ENCOURAGING DIGITAL PARTICIPATION The collective ambition is to create a library of online resources – around 150 videos of exercises and activities demonstrated by fitness instructors, that people could do from their own home. People will only have to come for an initial assessment, after which a personalised programme will be compiled and individuals will then access support digitally, alleviating the need for people to travel up to 40 miles to their closest sports facility, and providing interesting ways to make exercise more affordable and achievable for people living in remote areas. Tony also hopes that this project will motivate people to start using technology: “it’s a new pathway into technology that could be interesting!”

Programme Benefits:

Creation of wealth and new business.Increased delivery of digitally enabled health and care services.

Increased supported self-management.


Service Summary:

Flourish provides you with information, advice and access to tools and resources that can support you in keeping well and managing your health.

CHOICECONTROLCOMMUNITIES

24

3CASE STUDY 3: GRAEME MILLERLEARNING HOW TO USE DIGITAL TECHNOLOGIES TO EMPOWER COMMUNITIES

Name: Graeme MillerArea: Western IslesBackground: Team Leader in Adult Learning and EmployabilityDescribes LiU as: ‘bright, colourful, good fun, engaging, inclusive.’

“WHAT COMES ACROSS IS THE POSITIVENESS AND THE PROUDNESS - THAT THIS CAN BE FUN, THIS CAN BE GOOD, THAT THIS CAN BE TRANSFORMATIONAL.”

Graeme Miller, Team Leader in Adult Learning and Employability for Community Learning and Development for the Western Isles Council began collaborating with Living it Up in 2013 through workshops with older people who had expressed an interest in adult learning and digital technology.

“[Living it Up] has helped us a lot because we’ve moved significantly on this digital agenda. It’s helped us focus on the needs of older people and makes me feel that there can be change.”

“Living it Up showed us that things had moved on, that the needs being expressed from older people were much more specific: smartphones, iPad, tablets, social media, Skype, e-mail and the internet. It’s transformed the way we look at the needs.”

Living it Up, the Learning Shop, Citizens Online, the library services and other voluntary organisations came together in partnership to create a new programme called ‘Our Digital Zone Hebrides’, to provide free digital technology workshops across the Western Isles.

“That partnership approach across the whole islands seems to have given the impetuous for us to do this. And together, we are much stronger!”

LEARNING ABOUT TECHNOLOGY SOCIALLYGraeme found that people want to build their confidence and skills, in particular learners who are lacking in confidence or feeling excluded, and these people are looking for ways through digital media to get more involved. He also uncovered a need for people to be more social, and saw Living it Up as a good first step to bring people together.

“Living it Up is massive because it gives [adult learners] a way in, it gives them a way to engage with people, it presents the change in such a positive way.”

EMPOWERING PEOPLE TO SHARE THEIR SKILLS Graeme highlighted the importance of progression and how many adult learners want to give something back after they have received support.

“It’s about empowerment… training learners who could become mentors themselves. If we can provide these bridges and a good resource like Living it Up and then provide such positive ways of engaging then it can be massively influential.”

Living it Up can enable adult learners to see themselves as part something bigger and encourage them to explore other opportunities locally and nationally.

Programme Benefits:

Personalised signposting andintroductions.

Improved opportunities forindividual and communitycontribution.

Increased community capacity.


Service Summary:


Connect helps you to learn about different technologies and allows you to keep in touch with family, friends and people who support you.

CONFIDENCECOMMUNITIESCONNECTEDNESS

25

3CASE STUDY 4: JIMMY MACLENNANCONNECTING WITH PEOPLE IN THE COMMUNITY & MANAGING LONG TERM CONDITIONS

Name: Jimmy MaclennanArea: Western IslesBackground: Retired builder, living with MSDescribes LiU as: ‘support network...improving quality of lives’

“I HAVE MS AND I DON’T KNOW WHAT’S AHEAD OF ME, THERE MAY BE A TIME WHEN I NEED SUPPORT IN ONE WAY OR ANOTHER AND TO BE ABLE TO ACCESS MEANS OF SUPPORT ON A PERSONAL BASIS, I WOULD BE RELYING VERY MUCH ON LIVING IT UP TO PROVIDE ME WITH INFORMATION TO ACHIEVE THESE THINGS.”

Jimmy Maclennan, chairman of the MS Western Isles branch, has been living with primary progressive multiple sclerosis (MS) for the past 14 years. He uses alternative therapies and natural medication to improve his quality of life and has travelled between the island and Inverness for the past 12 years for these therapies.

‘THE NETWORK EFFECT’Jimmy got in contact with Living it Up through his involvement with charitable organisations and attended community engagement events finding them, “vibrant, light-hearted but at the same time, informative”. Through his involvement in the MS Western Isles branch and with the support of Living it Up, he was involved in starting up a new charitable organisation called NERVES (Neurological Equal Rights Volunteers Eilean Siar,) that aims to help people with neurological conditions living in the Western Isles.

“Because of my involvement with various charities, I have been able to use Living it Up for making contacts, and through these contacts and Living it Up I have gained a lot of beneficial information about health conditions and organisations.”

Living it Up was one of the early introductions that Jimmy had to voluntary organisations; and this positive experience inspired him to get involved in a voluntary capacity with other organisations.

“[Living it Up] hopefully enables me to do a better job of helping people. We are all human and get self-satisfaction from helping others...I’m very honoured to be involved, and I can tell you if I didn’t recognise the benefits of Living it Up, I wouldn’t be here.”

INSPIRING INCLUSIONJimmy recalled a Living it Up event that particularly stood out for him, which was also attended by a gentleman in his group who was profoundly deaf. Jimmy was ‘lifted’ to see an interpreter there to help this man communicate and recognised the valuable contribution he was bringing to Living it Up. This experience inspired Jimmy to learn sign language and he hopes that through his involvement in NERVES they will support those beyond neurological conditions and in the future hopes classes for sign language will be available at the centre.

Accessing local information and supportAs his condition progresses, Jimmy plans to use Living it Up “to be able to access means of support on a personal basis” and is relying on Living it Up to provide him with hyper local information about local services.

”Everything starts somewhere, from an acorn a big oak tree grows“, and in Jimmy’s opinion Living it Up has been the acorn that has “allowed many within our community to grow in strength.”

Programme Benefits:

Personalised signposting andintroductions.

Convenient and local access toservices.

Increased delivery of digitallyenabled health and care services.


Service Summary:

Discover provides you with information about groups, events and services that are available on your doorstep.


CONTRIBUTIONCOMMUNITIESCONNECTEDNESS

26

3CASE STUDY 5: DENISE SYMINGTONACCESSING LOCALISED INFORMATION, VOLUNTEER OPPORTUNITIES & REMOTE MONITORING

Interviewee: Denise SymingtonArea: Western IslesBackground: Patient Focus & Public Involvement Development OfficerDescribes LiU as: ‘A great resource – it’s fantastic!’

“THE FIRST TIME I WENT ON TO THE PORTAL, I WAS LITERALLY AMAZED, AND IT’S NOT STOPPED YET! LIVING IT UP HAS THE POTENTIAL TO KEEP GROWING; I DON’T THINK IT HAS ANY END TO IT. ESPECIALLY FOR REMOTE COMMUNITIES LIKE OURS; REMOTE MONITORING WILL LITERALLY CHANGE THEIR LIVES.”

Denise Symington, the Patient Focus & Public Involvement Development Officer from NHS Western Isles has been an active member of the Living it Up steering group, and is a registered member of Living it Up.

ACCESSING LOCALISED INFORMATION THROUGH THE EXPERIENCE GUIDESAs well as her professional capacity, Denise has a personal interest in Living it Up. Denise cares for her Mum who is living with dementia and both her husband and sisters live with long term conditions. Denise finds that Living it Up now helps her to search for information for her family differently, prioritising localised and personalised information before national resources. In particular Denise highlights the Experience Guides as “really helpful” resources.

“There is huge mileage in relation to the Experience Guides. People wish to share their experiences and give advice to one another. …It’s two sides of the one coin – you hear the clinicians point of view, and also real people who’ve had it and are living with that condition and that’s really helpful.”

“[The Experience Guides] not only gives you the local information, but builds the bridge to make the face-to-face connection.”

INTEGRATING WITH SHINEWith systems for supporting and encouraging volunteering currently being reviewed in the NHS, Denise is keen use Shine as a platform to engage with more people who are interested in volunteering and signpost them to opportunities throughout the Western Isles.

“A lot of volunteering happens in the Western Isles; we have an active population in terms of volunteering and we are already working with the Volunteer Centre and Living it Up, training managers to tap into that resource appropriately so that they are ready to embrace the upsurge in volunteers and recruitment, and we want to use the Shine platform to engage.”

REMOTE MONITORINGDenise hopes that Living it Up will provide her with an opportunity in the future to further support herself and her family through access to remote monitoring and having the option to connect with GP appointments, to order medication, be involved in designing and testing new products and services, to connect with carers groups and to use apps such as Jointly.

“Mum’s trips to the hospital often take an hour and a half to two hours to get her organised - just for a reassurance meeting with GP. Rather than the hospital environment, we could do this in the comfort of our own home, and free up the doctors time - it’s much better.”

Programme Benefits:


Convenient and local access to services.

Increased delivery of digitally enabled health and care services.


Service Summary:



CONTRIBUTIONCHOICECONTROL

27

3CASE STUDY 6: DUNCAN MACMILLANTECHNOLOGY & TELECARE SUPPORTING PEOPLE WHO ARE PROFOUNDLY DEAF TO BECOME MORE CONNECTED

Name: Duncan MacMillanArea: Western IslesBackground: LiU Community Champion, profoundly deafDescribes LiU as: ‘helping him go out and attempt things for himself’

“LIVING IT UP HAS SUPPORTED ME IN GAINING THAT CONFIDENCE AND BECOMING MORE INVOLVED IN THE COMMUNITY.”

Duncan MacMillan is a Living it Up Community Champion from the Western Isles, who is profoundly deaf. Duncan believes “deafness is such a hidden disability” and finds it challenging to communicate with people in day-to-day life.

GAINING CONFIDENCE USING TECHNOLOGYDuncan became involved with Living it Up through the pop-up shop in Stornoway. He required support from Living it Up to help gain confidence in using technology. Members of the Living it Up team engaged with Duncan on a one-to-one basis, to support him to learn how to use technology and see the personalised benefits that this could bring to his day-to-day life. Through the support of Living it Up, Duncan can now use his tablet with confidence and has been introduced to various ways of communicating with people, including Deaf Connections and Facebook.

“Living it Up has helped me to gain confidence and I’m now trying to go out and do things for myself.”

COMMUNICATING WITH OTHERSDuncan wanted to understand how technology could support him to connect with other people in a same situation, which is possible through accessing and contributing to the Experience Guides. He was also eager to connect with friends that he had lost contact with therefore Living it Up supported Duncan to set up his own Facebook account where he was able to reconnect with old friends.

“Facebook is fabulous. I can meet people that I’ve not seen in such a long time and it’s lovely to see their faces and catch up with people that I’ve not been able to get in touch with.”

Throughout the development of Living it Up, Duncan participated in interviews and feedback sessions using Deaf Connections as a means of communication, connecting with an interpreter who translated between speech and sign language. Prior to his involvement in Living it Up, Duncan had not known about this service and now uses it to communicate with people regularly.

USING TELECARE PRODUCTS AT HOMERemaining safe in his own home requires Duncan to use various telecare products that send vibrational signals (rather than sound signals) to alert him. Duncan recognises that he can use his own experience to help Living it Up develop more services and products that will support others in the deaf community. Duncan thinks, “sharing technology information with others would be interesting” and that “Living it Up could help people to get information out there” and support other people who are deaf.

Living it Up enabled Duncan to gain confidence in using technology and he is now able to find opportunities to better communicate with people in his day-to-day life.

Programme Benefits:

Personalised signposting and introductions.




Service Summary:


CONFIDENCECONTROLCONNECTEDNESS

28

3CASE STUDY 7: DONNIE MORRISONINCREASING DIGITAL INCLUSION AND ENCOURAGING VIDEO CONFERENCING

Interviewee: Donnie MorrisonArea: Western IslesBackground: Senior Development Manager, HIEDescribes LiU as: ‘interesting, innovative, pushing boundaries’

“LIVING IT UP IS BRINGING PEOPLE IN. IT’S A HOOK TO IMPROVE PEOPLE’S LIVES, THROUGH DIGITAL TECHNOLOGY. IT’S FUNDAMENTAL. IT ULTIMATELY LOOKS FOR INDIVIDUALS TO JOIN IN COMMUNITIES OF INTEREST USING TECHNOLOGY.”

Donnie Morrison, founder of Hebridean Connections and Senior Development Manager for Highlands and Island Enterprise in the Western Isles has been an advocate of Living it Up from the start, believing that Living it Up is “influencing people to move their thinking forward.”

“I believe in the concept, and the project, and hope that it moves beyond the pilot to mainstream. I see the potential for Living it Up to reduce costs, not from day one but the more you push it out into mainstream.”

ENCOURAGING DIGITAL INCLUSIONAs a contributor to the Digital Inclusion agenda for the European Commission, Donnie recognises the Western Isles have been innovative in taking Living it Up forward and in particular showing people new ways to use technology in a friendly and reassuring way. He believes “ Living it Up has really brought people in, that previously wouldn't have been engaged with technology.”

MAKING CISCO JABBER AVAILABLEThe most significant change that Donnie has noticed is the use of video conferencing through Cisco Jabber, connecting people in the community with specialists.

“Instead of sending a patient from Barra or Uist to Glasgow for a 10 minute pre-op consultation, which is 2 flight hops, and then back at such a great expense, there are systems available that allow so many different things to happen over technology.”

Donnie said he’s heard about the impact Living it Up and Jabber are having first hand and that people have been excited they can VC either as a group or for one-to-one consultations with specialists that they would “otherwise have to wait months for a face-to-face consultation” and highlighted that for “an individual that could be life changing in some instances.”

FINDING CHAMPIONS IN MEDICAL PRACTICESGoing forward, Donnie would like to see Living it Up having champions within each medical practice.

“When it gets to the stage that an individual goes for a consultation with a practitioner, and that practitioner recommends an engagement with Living It Up then we will have made significant progress.”

“Living it Up does really have the ability to make individuals lives better, the ability to communicate with friends, people with the same interest or for people engaging with medical consultants.”

Programme Benefits:





Service Summary:




29

3CASE STUDY 8: DAWN TIERNANUSING CISCO JABBER TO CONNECT WITH PEOPLE REMOTELY

Interviewee: Dawn TiernanArea: Western IslesBackground: Chief Pharmacist in the Western Isles HospitalDescribes LiU as:

“IT’S A VERY USEFUL RESOURCE FOR PEOPLE THAT ARE LIVING WITH LONG TERM CONDITIONS AND A GOOD TOOL TO ACCESS INFORMATION AND SUPPORT, TO HELP THEM TO MAINTAIN THEIR DIGNITY AND LIVING AT HOME.”

Dawn Tiernan, Chief Pharmacist at the NHS Western Isles Hospital, discovered Living it Up through her participation on the E-health Programme Board and can see “how pharmacy could actually put something into Living it Up for the benefit of the community”.

PROMOTING THE ROLES OF HEALTH CARE PROFESSIONALSDawn hopes that Living it Up will allow people to see how pharmacists could support them and enable them to understand their medication better. She is currently involved in planning a pilot that will use technology to look at how pharmacists can remotely input into care, as part of the Prescribing for Excellence agenda.

IMPROVING HEALTH AND WELLBEING WITHIN COMMUNITIESDawn believes that with the support of Living it Up, the pilot can make a big improvement in people’s health and reduce the amount of medication people are taking. Living it Up resources such as the Digital Postcards and Experience Guides, empower people to make healthy lifestyle choices and remain health, happy and safe in their communities.

“They may be able to get out more, or maybe people who haven’t been able to work for years may be in a position to go back to work, or to volunteer - to feel that they would be contributing, which would be good for their own wellbeing.”

Dawn hopes that pharmacists offering video consultations will help people to engage with and understand their treatment better. She thinks Living it Up will be a useful resource that she will use as a way of signposting people to supportive information and self-management tools.

USING CISCO JABBERUsing Jabber to facilitate video consulations, pharmacists will also be able to connect with GP’s to enable multidimensional conversations with people. This will support people to discuss any issues that they have with regards to their medication, side effects, or rationalising their treatment. Dawn believes that the How to Guides could provide good instructions on how to access Jabber from the person’s own home and believes independent living is about people having ownership and maintaining their independence.

“It’s much better for people to get the support in their home environment, out of hospital. It’s much better to be in your own home for as long as possible and actually feel like you’re in control and in charge of your own destiny.”

“The thing that most impresses me is about Living it Up is the resources that are available to the community and the fact that they can engage with Living it Up; and empowering people, which I think at the end of the day is what we all need to do.”

Programme Benefits:





Service Summary:




30

3CASE STUDY 9: MICHELLE DUFFYSUPPORTED SELF MANAGEMENT THROUGH REMOTE MONITORING

Interviewee: Michelle DuffyArea: HighlandBackground: Respiratory Specialist NurseDescribes LiU as: ‘an online community centre, person-centred’

“TRUSTED, HIGH QUALITY INFORMATION WILL BE IN USE ACROSS THE COUNTRY. I CAN CONFIDENTLY RECOMMEND IT TO PEOPLE & KNOW THE RESOURCE IS OF A HIGH STANDARD. [IT] WILL PROVIDE A SPACE WHERE PEOPLE CAN EASILY & CONFIDENTLY FIND RESOURCES TO SUPPORT THEM TO SELF MANAGE.”

As a Respiratory Specialist Nurse covering large rural areas across Highland, Michelle Duffy finds that too often she spends valuable time travelling when she could be supporting people. Michelle told us that, “Living it Up has changed the way I think about connecting people with resources. It’s made me shift my view of using technology”, believing it “will change the way I work and offer a model that other staff may be interested in”.

REDUCING ISOLATION IN THE HIGHLANDSMichelle knows that as breathlessness becomes chronic, people are reluctant to go out as they used to and often their “world becomes smaller”, leaving many people isolated. Michelle noticed that people are increasingly using their mobile phones and computers to communicate and shop, and was intrigued as to how Living it Up could help reduce isolation and increase self management resources.

“I thought that [Living it Up] would be a way of involving patients who had become increasingly isolated due to the nature of their condition. I thought it would offer people increased resources to help them to better self manage their condition.”

INCREASING REMOTE MONITORING AND SUPPORTHaving discovered how easy it was to use Jabber, Michelle became committed to using video conferencing and remote monitoring to improve her practice. Michelle has already held a video consultation with one of her patients, enabled by providing the patient with information on how to access Jabber via the ‘How to Guide’ on Connect, which she felt was “really helpful”.

“Setting up the video consultation into someone’s home, without the support of Living it Up - it wouldn’t have happened before.”

Michelle recognises that Living it Up “has potential to help support people to self manage” and thinks that the videos available on Living it Up will help people to become more informed about their condition. She plans to develop a remote monitoring service using Motiva and Florence which will allow her to support patients, reduce anxiety and increase people’s ability to self manage.

“I think that home monitoring along with the community resources that Living it Up can help them with could potentially help people at home and give them confidence to manage their condition.”

INVOLVING THE WIDER HEALTHCARE COMMUNITYWith a large part of her role involving educating and supporting staff in her primary care team, Michelle hopes that through Living it Up she will be able to support the wider healthcare community team to gain confidence in supporting people with chronic conditions to stay at home, where appropriate.

Programme Benefits:





Service Summary:



CONFIDENCECONTROLCONNECTEDNESS

31

3CASE STUDY 10: LAURA GROOMEMBEDDING LIVING IT UP IN LOCAL HEALTHCARE SERVICES

Interviewee: Laura GroomArea: LothianBackground: Clinical Specialist PhysiotherapistDescribes LiU as: ‘a way to the future'

“IT’S A VERY USEFUL RESOURCE FOR PEOPLE THAT ARE LIVING WITH LONG TERM CONDITIONS AND A GOOD TOOL TO ACCESS INFORMATION AND SUPPORT, TO HELP THEM TO MAINTAIN THEIR DIGNITY AND REMAIN LIVING AT HOME.”

In her role as a Clinical Specialist Physiotherapist with the Edinburgh Community Respiratory Team, Laura Groom is part of a team that provides physiotherapy assessment and treatment to patients with severe Chronic Obstructive Pulmonary Disease (COPD).

INTEGRATING HEALTH SERVICES WITH LIVING IT UPLaura hopes that patients shall be able to benefit from Living it Up through using the tools and resources available in Flourish. She has been exploring how to incorporate Living it Up into the service that her team deliver, “to enhance current services and give patients a better all round service”.

“They’ll be able to see trusted health advice in the form of the video postcards and Experience Guides, they'll also be able to see related information that can support them.”

The Edinburgh Community Respiratory Team also plan to incorporate Living it Up into the exercise circuits that people participate in at the clinics, so that in addition to traditional exercises, people will have the opportunity to explore Living it Up and understand how it can support them.

USING ‘FLORENCE’ THROUGH LIVING IT UPThe team plan to use ‘Florence’ (http://www.getflorence.co.uk) as a tool to provide motivational text messages for patients who currently use telehealth products. By using Florence through Living it Up, Laura believes that we have the opportunity to put healthcare information into people’s hands. Living it Up will support Laura and her team to signpost patients with COPD and enable them to lead happier, healthier, safer lives.

“Using Flo[rence] with Living it Up literally puts the power to self manage back in people's own hands.”

SUPPORTING SELF MANAGEMENT Laura believes that through the self management tools and resources available on Living it Up, we will be able to “further empower people to self manage and feel engaged with their clinical team”.

“People will be signposted to a wide range of material that can help them support themselves, share relevant information with family and friends, and feel more connected with their local community.”

Through giving people access to trusted information and a platform where they can share their lived experiences, Laura feels that Living it Up will support the Edinburgh Community Respiratory Team to ensure that they are offering a quality service that prioritises the individual and supports “the whole person, not just their condition”.

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CHOICECONTROLCONTRIBUTION

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3CASE STUDY 11: CARERBUILDING COMMUNITY CAPACITY AND SUPPORTING LOCAL CARERS

Interviewee: Anonymous CarerArea: Forth ValleyBackground: Health Service ManagerDescribes LiU as: ‘an interactive, internet community centre’

“LIVING IT UP IS NOT ONLY A PLACE TO FIND WAYS TO BECOME MORE CONNECTED WITHIN THE COMMUNITY, BUT IT IS AN EDUCATIONAL RESOURCE THAT CARERS CAN BENEFIT FROM.”

One of our Community Champions is a carer for his mum who is living with dementia. His interest in Living it Up was sparked by his ambition to help set up and run a residential group in the sheltered housing accommodation where he lives.

CARING FOR SOMEONE LIVING WITH DEMENTIAAs a carer, he can see how Living it Up will provide him and his mum with better support, in particular more localised information and thinks “Living it Up will be a great community resource.” He hopes that through Living it Up, his mum will become more engaged with technology, allowing her to remain connected with others, and remain engaged in her interests.

Of the tools and resources available for carers on Living it Up, the Experience Guides particularly interested him. These provide a resource for carers to gain information from someone who has been through a similar experience, where people can provide top tips, localised information and online resources.

“When people are in desperate need for answers, at their wits end, you want to know what your next step is, access to practical information that’s easy to get to [through the Experience Guides].”

LEARNING ABOUT TECHNOLOGY WITH OUR NEIGHBOURSHaving recognised that Living it Up offers an opportunity to get more people online, this carer has been keen to improve his own technology skills. As a local Community Champion, he has also identified an opportunity to use Living it Up to digitally upskill local residents from his sheltered housing accommodation, for example his 97-year-old neighbour is eager to learn how to use a computer and get online.

“If there were computer facilities secured in place in the housing unit community room, Living it Up could be a good thing for the residents to log on to, as a starting screen option.”

FINDING OPPORTUNITIES IN THE LOCAL COMMUNITYHaving taken the Shine quiz himself, he believes that this is a valuable tool that will be of interest to his mum and his neighbours as it is able to identify and inspire people to do more of the things they are interested in and good at. It guides people through a series of engaging pictorial and text-based questions before providing them with personalised results and local opportunities to become more connected in their community.

He feels Shine would “enable them to know what’s going on locally, based on their interests and encourage them to go to things”. He can see the particular benefit of Shine once people have retired, as it could give people an opportunity to “discover what’s going on around them and get involved”.

Programme Benefits:





Service Summary:



CHOICECOMMUNITIESCONNECTEDNESS

33

3CASE STUDY 12: KAREN MACLEANPROVIDING SOCIAL WORK WITH INNOVATIVE IDEAS AND OPPORTUNITIES

Interviewee: Karen MacLeanArea: MorayBackground: Assistant Community Care Officer Describes LiU as: ‘positive’

“[LIVING IT UP] IS A BIT OF EVERYTHING, AND DOES A LOT, INCLUDING BEING A PLACE TO LEARN, TO CREATE NETWORKS, TO ASK FOR ADVICE AND TO FIND LIKE MINDED PEOPLE.”

Karen MacLean is the Assistant Community Care Officer for Moray Council and is becoming increasingly interested in how technology can support people’s independence and wellbeing. Karen uses Living it Up as a resource to receive regular information about events that are happening in the local Moray area, in addition to seeing what’s going on in other Living it Up regions.

THE IMPACT OF LIVING IT UP ON SOCIAL WORK SERVICESKaren believes that the Social Work Access Team could use Living it Up to “provide tools to deliver first tier support” in social care. Karen recognises that Living it Up has become a great resource to signpost people to and recognises that it “gives social work the opportunity to discover opportunities for clients other than traditional services”.

“Living it Up gives us different ideas to offer clients who might not necessarily be eligible to receive statutory services, different ways to get involved or satisfy a personal outcome requirement.”

Karen will continue to use Living it Up to signpost people to information, tools and resources that will help them to support their own health and wellbeing, as well using Living it Up as a resource for exploring “more innovative options” that can be considered with Self Directed Support.

TECHNOLOGY TASTER SESSIONSWith technology taster sessions being held for local people in the Moray community, and with the tools and resources available on the website, Karen believes Living it Up is going to “contribute to a change in how we deliver our services in the future”. She suggests that with more people getting online, and with Living it Up’s “user-friendly design”, social work can now consider and implement more online services to connect with clients.

‘LIVING GOLF’Karen was recently involved in referring a client to the ‘Living Golf’ event in Moray, via Living it Up. The individual Karen referred had been a regular golfer until he suffered two brain injuries and was unable to continue playing the sport.

“When I saw the Living Golf day advertised [on Living it Up] I saw it as an ideal opportunity for this client to participate. I was absolutely delighted with the result. He actually said, ‘I thought I’d never be able to play golf again.’ It was inspirational.”

Living Golf and Living it Up encourage people to live life to the fullest, with the aim of improving their health and wellbeing. Living Golf empowers people to connect with their own possibilities and focuses on their capabilities, and Living It Up connects people to these opportunities, so that they can become more connected with their community and do more of the things that keep them well.

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Service Summary:




34

3CASE STUDY 13: LEE KELSOGET ACTIVE WITH LIVING IT UP IN FORTH VALLEY

Interviewee: Lee KelsoArea: Forth ValleyBackground: Active Forth Coordinator for Falkirk Community TrustDescribes LiU as: ‘fantastic, really useful’

“LIVING IT UP CAN PROVIDE PEOPLE WITH MANY OTHER WAYS TO STAY ACTIVE IN THEIR COMMUNITY. IF YOU’RE OLDER, YOU DON’T WANT TO BE SEARCHING THROUGH HUNDREDS OF SITES, LIVING IT UP HAS IT ALL THERE.”

Lee Kelso is the Active Forth Co-ordinator for Falkirk Community Trust. Her post involves managing Active Forth Walking for Health, an exercise referral scheme that is working within communities to increase physical activity.

GET ACTIVEFalkirk Community Trust have partnered with Living it Up and Storm ID to pilot ‘Get Active’ - a 12 week programme that is introduced and endorsed by GPs. Individuals are introduced to Living it Up by the GP and are given a wearable activity tracker that is “really easy to use”. Get Active allows people from the community to access resources on Living it Up, set targets, monitor their physical activity and discuss their progress with their consultant.

“Having the [Get Active] pilot has been fantastic; although it’s something we have considered in the past, it’s something we have never been able to implement by ourselves. Having the opportunity to work with Living it Up has been huge.”

Despite being in the early stages of the project, Lee said, “the feedback is great and people are really enjoying it. For people who aren’t technology savvy it’s working out really well because we have iPads in all of the centres so when they come in, the device is linked by Bluetooth and all of the information is synced so the patient and consultant can go through the stats together.”

“[Living it Up] is really useful for us to be able to signpost people to the website and have a look at Flourish or Discover and find what activities might be useful.”

MORE THAN JUST A WEBSITELee recognises that this pilot is moving technology, health and fitness forward and believes that “technology is really going to be the way forward” for people. She also appreciates that Living it Up inspires people to connect in person with their communities by providing accessible information in appealing formats, such as community videos and reviews.

“Living it Up encompasses a whole load of things, it provides valuable information but also gives people the opportunity to ask others questions, find local groups, and find out about activities you might never have considered before…beekeeping for instance!”

Having found the videos available on Living it Up “really useful”, Lee believes that these are giving people enough of a flavour about the groups and classes available to encourage people to go along.

“The films from Grangemouth have been great and we have sent these out, the Body Balance video was great and got over perfectly, not only a message about the event but about the class themselves. It’s an easy way for someone to get a feel for a class and feel comfortable with it.”

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Service Summary:




35

3CASE STUDY 14: EVA FINLAYSONUSING COMMUNITY VIDEOS TO BUILD CONFIDENCE AND ENCOURAGE PEOPLE TO JOIN COMMUNITY GROUPS

Interviewee: Eva FinlaysonArea: Forth ValleyBackground: Walking Development Coordinator, BraveheartDescribes LiU as: ‘fantastic, very enthusiastic’

“LIVING IT UP IS AN EXCITING PROJECT, VERY ENTHUSIASTIC AND WITH A WIDE RANGE OF OPPORTUNITIES FOR OLDER PEOPLE LOCALLY. IT’S EVENTS PROVIDE PEOPLE [WITH AN OPPORTUNITY] TO TRY SOMETHING NEW AND TO SOCIALISE.”

Falkirk Community Hospital is home to our Forth Valley Living it Up team and a charitable organisation called Braveheart. Braveheart works with older people to increase physical activity and encourage healthy eating. Eva Finlayson is the Walking Development Coordinator for Braveheart and has been key to the positive partnership built with Living it Up.

“I think it’s fantastic to be part of the Living it Up community – we look up to Living it Up at Braveheart and it’s fantastic to receive the support from you, and vice versa.”

‘THIS IS MY’ VIDEOSThe Living it Up team created a ‘This is My’ community video for a Braveheart’s ‘Monday Callendar Park Walk’. Eva thinks the video is “fantastic” and commented that “a lot of people love it and think that the video is very well done and very effective”.

“The video has been great, it is embedded on our site, we showed it at our Annual General Meeting, and when I go out to speak to other groups, I show them the video as well. It gives people a visual idea of what the walk is like, and let’s people see the kind of people in the group.”

One of the walk leaders is an 84-year-old gentleman who has been with Braveheart for a long time and thrives - due in part to his use of technology. He uses his phone for various walking apps and to take photos throughout the walks.

“Interviewing the walk leaders in the video was fantastic as it showed that they are kind, caring and just want to be there for people, and make sure everyone has a nice time!”

Eva would love to make more community videos with Living it Up as these are a “fantastic tool” for them to demonstrate what the walking programme is about, what the groups are like locally and to advertise the important social benefits of being involved. Eva tells us “a few of our members don’t really like walking but come out for the social aspect.”

UPSKILLING WALK LEADERSIn the future, Eva thinks it would be “great to advertise our volunteer opportunities on Shine” as Braveheart is always looking for new walk leaders. In the meantime though, they are finding brilliant information on Living it Up that is upskilling their current walk leaders and providing a better service to communities across Forth Valley.

“Through Living it Up we heard about the Strength and Balance classes and OTAGO exercise for older adults – we have now trained our team in Strength and Balance training…It’s great for falls prevention and it was through Living it Up that we found out about it. For the age group on our walks, it will be great.”

Programme Benefits:

Creation of wealth and new business.




Service Summary:


CONFIDENCECONTRIBUTIONCONNECTEDNESS

36

3CASE STUDY 15: CAROL ANN KANEA PLATFORM FOR CONTRIBUTING, SHARING, SUPPORTING AND CONNECTING WITH PEOPLE

Interviewee: Carol Ann KaneArea: Forth ValleyBackground: CarerDescribes LiU as: ‘helping publicise [support] groups’

“LIVING IT UP CAN OFFER YOU SUPPORT AND INFORMATION ON GROUPS AND ADVICE FOR ALL DIFFERENT CONNECTIONS.”

Our local Living it Up community engagement officers visited Forth Valley’s Epilepsy Connections group, where participants were invited to contribute to an Experience Guide and share their tips on how to live well with epilepsy. Amongst the participants was our Living it Up champion, Carol Ann.

SHARING TIPS ON LIVING WELL WITH EPILEPSYThe Epilepsy Connections group provided brilliant tips on living well with epilepsy and shared their stories about how the condition can affect people differently. One of their tops tips for the Experience Guide was to build confidence and “learn as much as possible on your condition, knowledge builds confidence! Set small achievable goals, to build confidence gradually.”

SUPPORTING LOCAL CARERSCarol Ann also came across Living it Up as part of her Carers Group, as she cares for her husband. She feels Living it Up can support her in sharing tips about both her understanding of epilepsy, which she has lived with for over twenty years, and also her tips on being a carer.

Carol Ann recently recommended Living it Up to another carer who she signposted to find useful tips in the Experience Guides in Flourish. She encourages carers to use Living it Up to find out information about local caring and epilepsy support.

ACCESSING USEFUL RESOURCES AND COMMUNITY GROUPSCarol Ann hopes that the community will continue to use Living it Up to find out about groups that can support people living with long term conditions, and to support carers. She hopes that more people will be able to contribute to useful resources such as the Experience Guides so that we can “share on Living it Up with other people” and “build on our skills”. For Carol Ann, Living it Up gave her a voice and she said it has “encouraged me to speak out a bit more.”

“Living it Up can help publicise groups so we can have them regularly and people know about them. I went to the groups and sat back before, but now I talk and I use the [Living it Up] website for seeing what other people have added and liked.”

CONNECTING WITH OTHER PEOPLE LIVING WITH LONG TERM CONDITIONSHaving seen her husband connect with other people living with epilepsy from all over the world, Carol Ann hopes that people will use Living it Up to connect with other people living with the same condition, particularly people who might not want to go out and join groups but who would benefit from connecting with others and sharing their experiences using technology.

She also hopes that Living it Up will provide people with enough information about local groups so that people will continue to “feel more confident to go out and join”.

Programme Benefits:



Increased community capacity


Service Summary:



CONFIDENCECONTRIBUTIONCONNECTEDNESS

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