NHS Lanarkshire is leading the way in efforts to transform how unscheduled care is managed.
As hospitals across the UK face well-publicised winter pressures, the health board is calling on the public to access care through the right channels – and lean on the expertise of a multi-skilled team, working behind-the-scenes to provide support at the most vulnerable points in people’s lives.
Operating from a state-of-the-art control centre at NHS Lanarkshire HQ, at Kirklands in Bothwell, the Flow Navigation Centre+Plus (FNC+Plus) is staffed by nurses, emergency consultants, ambulance staff and support personnel.
Drawing on decades of diverse frontline experience, concentrated in one room, the team, working 24-7-365, aims to provide faster responses, shorter hospital stays, and, wherever possible, care at – or closer to – home.
Thousands of patients have already benefitted from the service.
And Trudi Marshall, NHS Lanarkshire’s interface director, said the pioneering team, the only one of its kind in scope and scale in the UK, has the potential to be “absolutely transformative’”, particularly in helping to maintain hospital capacity for the most unwell.
However, its success depends on public cooperation – as the system only functions effectively when patients follow the correct pathways into care in the first instance.
“Our FNC+Plus team works with a shared, single goal: to get you the right care as quickly and effectively as possible, often at vulnerable points in your life,” added Ms Marshall.
“The expertise and collaboration within FNC+Plus is second to none.
“However, we need your help. All we ask of the public is for your trust in a team of truly exceptional professionals – and to use the right care pathways to help us help you.”
The appeal comes as NHS Lanarkshire has launched its Winter Health Hub, which outlines a variety of healthcare options to help navigate the seasonal illnesses.
When patients do access care through recommended routes, such as calling NHS 24, their cases are often directed to FNC+Plus.
Handling around 7000 calls monthly from sources including NHS 24, GPs, and the Scottish Ambulance Service, the team co-ordinates care by navigating patients to the most suitable services.
This includes Hospital at Home, community respiratory care, and mental health services.
More pathways are currently in development in close collaboration with clinicians and staff.
In the first 19 weeks, from April to November this year, the centre handled over 30,000 calls from a variety of colleagues and services including NHS 24, GPs and the Scottish Ambulance Service.
During that period, nearly 5000 of those patients were routed to alternative supports – avoiding the need to go to hospital.
Ms Marshall acknowledged that waiting times for some first contact services, like NHS 24, can sometimes be frustrating – but stressed that bypassing these channels leads to longer delays.
“Unless your condition is life-threatening, going directly to A&E can mean even longer waits.
“By accessing care from well-publicised sources, like NHS 24, we can ensure care is delivered more efficiently.
“With FNC+Plus some cases are even resolved via video consultations with emergency consultants, avoiding unnecessary trips to A&E.
“When attendance is required, the FNC+Plus team works to ensure it is scheduled appropriately.”
Professor Jann Gardner, NHS Lanarkshire’s chief executive, told Lanarkshire Live: “Across the many facets of Team Lanarkshire, we care deeply – both in the practical delivery of care and in the trust we build with the communities we serve.
“Our commitment is to be there at the most vulnerable moments in people’s lives, ensuring they receive the right care at the right time.
“This winter, we are not only navigating challenges but embracing opportunities to innovate, improve, and demonstrate the ambition and compassion that drives us. FNC+Plus is the embodiment of that.
“This marks the entry into the foothills of a wider reform that will be truly transformative in how care is delivered.
“At its heart is the diligent use of our resources, innovation, and an unwavering focus from staff on what matters most: delivering exceptional care.”
Professor Gardner added: “What sets us apart is the irreplaceable value of our workforce’s combined professional experience and expertise, working together to reimagine how healthcare is accessed and experienced.
“By blending cutting-edge innovation with the deep knowledge and compassion within of our teams, we are fully committed to creating a system that is not only responsive but also revolutionary in meeting the needs of our patients.”
*Don’t miss the latest headlines from around Lanarkshire. Sign up to our newsletters here.
And did you know Lanarkshire Live had its own app? Download yours for free here.