Stoma Care Services in UK

John Morris

Amcare Marketing Manager

ConvaTec UK

National Health Service – Free of charge access to Healthcare

• National Health Service provides the majority of healthcare

• High Standards of Care

• Community and Hospital Healthcare

• Prescribed medicines and medical devices

Service for Ostomates in the UK

• Estimated 100,000 ostomates living in UK

• 600 + specialist Stoma Care Nurses

• A wide choice of products available on prescription – At no charge to the patient

• Patient Associations – Professional and organised

Traditional access to Stoma Care products via the local retail

pharmacy• Patient obtains a prescription from their doctor and takes it

to a retail pharmacy• Pharmacy supplies the products free of charge to the

patient.

Access to Stoma Care products via pharmacy

• Delays may occur as items not always in stock

• Can be bulky and difficult to carry for ostomate

• Privacy may be at risk

• Pharmacist may not have specialist knowledge of product

Benefit of Specialist Appliance Supplier

• Items always in stock

• Delivered directly to patient at home

• Private and discreet

• Specialist Knowledge

ConvaTec provides a specialist service for Ostomates in the UK

• The Amcare Home Delivery Service

Prescription

Client

Stoma Care

Nurse

The Amcare Home Delivery Service

• Patient Phones Amcare and requests product needed

• Product is delivered to the patient at home

How the Amcare service works

• Patient or Nurse telephones Amcare and

places order for the product required

• Amcare staff make contact with the

Doctor and request a prescription

• Items are delivered to the ostomate

at home usually within 48 hours

Prescription

Client

Benefit for Ostomate• One phone call and it is done!• Private and discreet with no delay• No need to carry heavy items• Caring staff with product knowledge• All products available – not just ConvaTec• Free cutting service provided if required• Free support accessories• Updates on new products and patient events• “Always answer as if they know you personally”

Amcare customer satisfaction survey 2008

Patient centred approach to care – Patient needs

Amcare Events – Health and Wellbeing

Patient Centred Approach

March 2008• Mrs H of Harrogate places order with Amcare for a very high quantity of stoma products.• Amcare operator alerted by high quantities – Mrs H. referred to Helpline.

– Retracted, very large ileostomy – Convex product being used not suitable

– Fibromyalgia and dexterity a problem

– Stoma output variable but sometimes copious. Sleeping only 4 hours per night

– Leakage and product faults leading to changing up to 5x per day

– Mrs H stated that she had suffered “3 horrible years of leakages and 5 operations”

– More appropriate 2 piece product suggested

– 2 piece product pre-assembled to ensure peace of mind and security (due to dexterity issues)

– High Output pouch suggested for night time

Outcome

“With changing products I now have far less problems. I am getting my life back on track and although I still have not got the confidence to go out by myself, I am going out more with my husband. A big thank you to Amcare and ConvaTec”

Response from Mrs H to Amcare Client Survey 2008

Benefit to the Stoma Care Nurse• Fast and efficient service • Nurse can be confident that their patient

will have an un-interrupted supply of the

product that they need• Partnership between Nurse and Amcare team • Amcare can alert Nurse of patient issues• Support items that make a difference• Shared objective – Patient Care

Benefit to Department of Health

• Home delivery services such as Amcare provide an ongoing link between ostomate and the health care professional

• Appropriate advice and cutting service may reduce product waste• Early intervention to avoid skin breakdown and the costs associated

with accessory products• Amcare can monitor order trends and can address irregular order

quantities• Free sample service provides significant cost benefit to NHS• Amcare employs a team of specialist Stoma Care Nurses to visit

patients at home – Another cost benefit for the NHS