Everybody Health & Leisure Partners with ReferAll to Manage and Evidence its Wellbeing Services

“Everybody has been a customer of ReferAll for six years now,” says Donna Williamson, Senior Health Innovations Manager at Everybody Health & Leisure. “When I came into this role, Everybody didn’t have a referral management system – it was something I was very keen to implement. Other leisure providers spoke highly of ReferAll, and we were keen to adopt a data-driven culture, so we opted to work with them to create a single point of access for our targeted health and wellbeing programmes.

“ReferAll’s software allows us to capture and store all communications and information relating to a client’s journey on a one of our wellbeing programmes. It offers unique analysis and reporting; we can demonstrate achievement of outcomes using evidence-based screening tools/questionnaires. Without ReferAll’s system, this would be impossible to do.” 

“We have recently invested in ReferAll’s new self-referral form, which sits on our website, allowing customers to self-refer on to our programmes,” adds Williamson. “Previously, a customer would complete a form on our website; this would come through to our inbox. The triage team would then have to manually upload the information into the ReferAll dashboard. This new form means the enquiry goes straight into the ReferAll system, so it significantly reduces admin time for the team.”  

Saving time and boosting collaborations
Everybody Health & Leisure uses the ReferAll platform for referrers, who can make direct referrals into its health and wellbeing programmes, and to view patient/user progress and success rates from ReferAll’s Healthcare Professionals portal. The team use ReferAll to capture patient and referrers information, complete evidence-based screening questionnaires and PARQs, as well as booking customers on to a range of programmes and classes. More than 230 people use the pathway to refer to Everybody from a wide range of organisations, including social prescribers, physiotherapists, GP's, and voluntary organisations.

The system and the Healthcare Professionals portal have allowed Everybody to implement robust referral pathways, monitor who sends referrals – and so identify its main referrers – as well as identify those who are not referring. “The system and portal encourage real-time collaboration with professionals, working towards a common goal of treating the patient/user effectively,” says Williamson. “We have built outcome questionnaires and client feedback forms into ReferAll, which monitor the quality of our service. This has allowed us to identify when clients are more likely to leave a programme early, which has driven different programme interventions, at various stages, to increase completion rates.

“We’ve identified clients are more likely to drop out around week eight, so as a result have introduced touch points so we’re in more regular contact at this point and we’re also looking to introduce incentives when people reach certain stages of the journey. This is new data for us and under review at present.”

Everybody uses ReferAll for all 11 of its health and wellbeing schemes, both commissioned services and its own programmes. These include:
-    Be Steady Be Safe, a 12-week falls prevention programme
-    ESCAPE-pain for backs, a rehabilitation programme designed to help reduce pain and disability for people with chronic lower back pain 
-    Everybody Exercise Referral, which provides a range of physical activity schemes for people who are recovering from illness or have been diagnosed with long-term health conditions.

“ReferAll ensures our dedicated triage team are carrying out tasks at certain points in a customer’s journey to make that journey smoother and more consistent,” says Williamson. “It provides full transparency into our service and makes spreadsheets a thing of the past! At the touch of a button, we can facilitate a client’s journey effectively and safely, obtain detailed scheme and client reports, and report on key pieces of data needed for certain projects without laboriously going through data manually.” 

Evidence and outcome data 
ReferAll’s dashboard provides an up-to-date view of all referrals and their status, including numbers of new referrals, appointments booked, how many people are participating, those who have left a programme early, completers and total referrals. “Since having ReferAll, we’ve received more than 21,000 referrals to our Everybody Healthy Service,” says Williamson. 

“We also use ReferAll to secure funding, for example for our Long COVID Exercise Rehabilitation Programme. After the lockdowns, it was evident Long COVID was going to be a new long-term health disease. As a result, we invested in training for our health team and designed a Rehabilitation Programme, which as a charity we self-funded for the first two cohorts of patients. 

“At the end of the second cohort, we produced a detailed outcome report, which we distributed to key healthcare colleagues. Within a few weeks we were commissioned by Central Cheshire and East Cheshire Integrated Care Partnership, and we are now in our second year. In order to meet the KPI’s of this contract, the NHS wanted to capture specific data – ReferAll had the questionnaire within their library and we could implement it seamlessly.”

Everybody Health & Leisure’s service outcomes for 2022/2023 – collated using ReferAll’s data reporting system

To find out more about Everybody Health and Leisure, please visit their website: www.everybody.org.uk or follow:
 EverybodyHealthLeisure
  @EBLeisure
 Everybody Health & Leisure 

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