Mastercall 2024 Prospectus by Mastercall

PROSPECTUS 2024

Leading the way in innovative healthcare

OVERVIEW

Mastercall Healthcare is an award winning social enterprise organisation providing NHS services accredited by the Social Enterprise Mark.

With over 28 years’ experience as an innovative, highly performing, award-winning Social Enterprise organisation, we are passionate about providing the very best patient care at the very best place for the patient.

This has been recognised and acknowledged by the CQC who following their inspection on 6th & 7th March 2017 rated Mastercall as ‘OUTSTANDING’ for Caring and overall Good. This has since been followed by a review in January 2023 with no changes to the ratings awarded.

Our Social Value ethos commits us to ensuring the very best use of the public purse, maximising the return on investment of our Commissioners and supporting the NHS deliver aﬀordable, eﬀective, safe patient centred services.

As a social enterprise organisation we re-invest any surplus to:

• Further improve the services we deliver

• Provide training and promote personal development opportunities to our dedicated workforce

• Ensure our premises, facilities and medical/diagnostic equipment are modern, well maintained and ﬁt for purpose

• Invest in innovative technology to improve performance, productivity and ensure we are at the ‘cutting edge’ of digitally supported healthcare services, enhancing patient experience and outcomes

• Social Value (4% of our revenue)

Enhancing lives because we CARE.

Our Organisational Development Enabler Strategy will support Mastercall’s ambition of being the local ‘employer of choice’. We will ensure that our staﬀ are respected, supported and developed to achieve their optimum potential which, in turn, will ensure our standing as a high quality, safe provider of innovative urgent and primary care services and provide them with a great place to work.

Our business plan aims to ensure that Mastercall is at the leading edge of service re-design and delivery which, we will achieve through collaborative working with all stakeholders and system partners. We will proactively promote, improve and develop our unique proposition, build strong collaborative relationships, lead the way in digital technology and grow our reputation and brand of being a high quality, safe and agile 24/7 healthcare provider.

We will support the NHS to deliver their strategy for ageing well/living well and preventing hospital admissions wherever possible by providing place-based care in the heart of our communities aligned to the emerging roadmap of the new Integrated Care System agenda (ultimately associated directly with the NHS Long Term Plan and wider NHS commissioning reform).

In summary, Mastercall has a clear vision, mission and purpose underpinned by a set of core values. We will continue to provide, expand and develop our core service oﬀering and will embrace new opportunities that ﬁts with and aligns to our corporate ethos. Ultimately, we are committed to always doing the right thing for the NHS, the communities we serve, our patients and our people. They remain at the heart of everything we do.

OUR PURPOSE

To deliver an extensive range of exceptional healthcare services to meet the needs of our population.

We are committed to encouraging a culture of collaboration that will inspire our workforce to be innovative, dynamic and embrace the use of disruptive and digital technology to improve patient care and health outcomes, relieving pressures on the NHS and social care.

Our range of services will be supported by an appropriately trained and skilled multi-disciplinary workforce who will be experts in their ﬁeld of practice. As a social value organisation, we will continually invest our surpluses/reserves to ensure our staﬀ receive appropriate training and personal professional development and provide a great environment for them to work.

We will scale our services to meet local, regional and national requirements. Where appropriate we will partner with and/or form alliances with other organisations to ensure ‘at scale services’ are fully optimised ensuring patient safety and quality of care is maintained.

We will continue to be leaders in the identification and use of digital technology to maximise economies and efficiencies of scale with a special emphasis on empowering patients to take responsibility for managing their own health and wellbeing and live their ‘best life’. We will monetise our expertise in developing evolving new technologies into effective patient services.

One of our biggest challenges is workforce and we will develop a workforce strategy to help us manage this challenge. As a result of workforce challenges, we should focus on what we are good at and look to expand our current range of services including the development of new pathways to support ‘Out of hospital’ services & improve patient outcomes.

We will be open to considering new opportunities that present themselves to us and which align with our values, mission and ethos and that we are conﬁdent we can deliver safely and eﬀectively.

Michaela Buck I Chief Executive

OUR AWARDS

Mastercall have received numerous awards in recognition of our Innovative & collaborative approach to care.

Medilink North of England Healthcare Business Awards 2021 Partnership with the NHS: Advances in Digital Healthcare Award

INNOVATE Improving and growth

FINALISTS

Many of our awards relate to Integrated Alliance working at scale, sourcing innovative technologies or the delivery of integrated and/or technology enabled services such as 24/7 realtime Bluetooth remote monitoring and remote macro clinical deﬁnitive assessment/triage using direct onward booking and video consultation.

HIGHLY COMMENDED

Medilink Healthcare Business Awards 2021 Collaboration with the NHS Award

Mastercall are delighted to have been ﬁnalists in the following awards

THE JOURNEY SO FAR

...And what a journey it’s been!

Mastercall started on 2/8/1996 as Stockport Doctors Co-operative, covering 76 GP practises which was about half of Stockport. By the end of the year we were covering 100 % of the GP practises in Stockport. We never looked back.

Our founding principles were to do our very best for our patients, to be kind and supportive to our colleagues, and to be a positive force in the community. We have certainly achieved that and so much more.

August 1996

Launch of Mastercall (formerly the Stockport Doctor’s Co-operative – a federation of GPs committed to improving OOH care)

Membership expansion to include MANDOC and GPEC operating from MRI & Wythenshawe Fracture Clinic

01/10/2009

Stockport and Trafford 8-8 Walk In Centres Open. Mastercall take on Trafford Health Centre co-located with Trafford Walk-in centre including a GP practice

In August 2023 we celebrate our 27th anniversary. It has been a remarkable journey and we are extremely proud of what we do and of our wonderful NHS.

Our award winning Technology Enhanced Living Service was recognised as leading the way in innovative healthcare and delivered signiﬁcant Returns on Investment and reduced admissions avoidance in Stockport. Our partnership with Dignio is highly valued. Together, Mastercall and Dignio are accelerating the transition to connected care, empowering people to live healthier and better lives.

Mastercall launches its Intravenous Therapy Service

Relocation to Wellington Road South (from Shaw

2004

A milestone in OOH provision following GP Opt-out; PCTs now responsible for commissioning Mastercall (subsequently CCGs)

Membership expanded further to include Traﬀord OOHs operating from Chapel Road Clinic, Sale.

Using digital technology, we bring patients and clinicians closer together, enabling people to take charge of their own health.

These illustrations opposite aim to highlight key milestones on our journey so far.

Mastercall collaborate with the University of Manchester to support training for GP trainees.

Mastercall is accredited as ‘genuine social enterprise’ by the Social Enterprise Mark having proved our commitment to Social Enterprise values and ethos.

Mastercall is commissioned to provide primary care support to the Wellspring to support the homeless and more deprived members of our community.

Mastercall developed and launched the Alternative to Transfer ‘Pathﬁnder’ service in collaboration with the North West Ambulance Service, a model of care that was subsequently expanded across the North West and other parts of the country.

Heath Health Centre)

NHS111 launched; fundamental change to access to OOHs as 111 front-ends the call handling service

CWWM Dental Service goes live

Mastercall moves to new premises at International House, Pepper Road, Hazel Grove, Stockport to accommodate our expanding portfolio of innovative services 2015

Greater Manchester Urgent Primary Care Alliance (GMUPCA) is launched; a collaboration between Mastercall, gtd and Bardoc.

Greater Manchester Clinical Assessment Service goes live and further expanded to accommodate 500 cases per day; delivered by GMUPCA.

Stockport Technology Enhanced Living Service (including Virtual Ward and Hospital at Home) goes live originally commissioned by Stockport Local Authority and in partnership with Dignio. Revolutionary new service utilising innovative digital technology.

Mastercall celebrates its 25th Anniversary at Stockport County Football Ground.

Mastercall’s Minor Illness Course is accredited by Liverpool John Moores University

Mastercall accredited as a Dignity in Care Champion and receives the Daisy Accreditation from Stockport NHS Foundation Trust.

GMUPCA

Greater Manchester Urgent Primary Care Alliance

Our 20th anniversary celebration which takes place at Stockport Town Hall.

Mastercall commit to the ‘Homeless Friendly’ initiative providing tsupport to the homeless.

Mastercall commissioned to deliver the Primary Care Assessment Service at Stepping Hill’s A&E Dept. Greater Manchester Dental Service goes live; delivered by the GMUPCA

March 2020 Covid-19 has devastating impact on the NHS. Mastercall responds with a range of services to support the pandemic including Covid hot clinics, Covid home visiting services, Oximetry at Home, Covid Swabbing service and is commended by system leaders for its response.

Mastercall is commissioned to provide primary care streaming at Wythenshawe A&E

An Alliance of local out of hospital care providers across Greater Manchester (Bardoc, gtd and Mastercall and associate members Salford Primary Care Alliance and Wigan GP Alliance). It exists to ensure that the GMHSCP can resolve macro GM healthcare issues with a single organisation which can aﬀord appropriate economies of scale with specialist locality knowledge and experience. Please refer to page 13 for an overview of the services delivered by the GMUPCA

GMUPCA Award Success

Highly Commended

HSJ Value Award of the Year 2020

Category: Clinical Assessment Service Pilot

Finalist

HSJ Awards 2021

Category: Connecting Services & Information Award

Finalist

HSJ Awards 2020

Category: Integrated Care Partnership of the Year

OUR SERVICES

1

2

The service operated between Dec 2019 to October 2022

Technology Enhanced Living - Hospital At Home - 0800-2000 hrs

Award Winning

Dedicated clinicians within our Digital Hub respond to and manage complex long-term conditions, COVID / Long COVID, early supported discharge and acute exacerbations of chronic ill health in the community rather than in an acute or outpatient setting.

Our award winning service uses cutting edge digital technology (Dignio) to monitor patients’ vital signs using blue-tooth technology.

Innovate to Improve Collaborate to Succeed One Step Further Dignity & Respect Empowering Patients (Supporting Communities)

In the event that a patient’s normal vital signs parameters are breached we are sent an alert, in real time, and can provide a proactive response to ensure the patient is managed as clinically indicated.

Innovate to Improve

Since launching the service in Dec 2019 we have seen huge success. Here’s just a few stats based on data running to March 2022.

• Over 1400 patients

Collaborate to Succeed

• Circa 27,000 virtual bed days delivered

• Thousands of patient interactions

• Tens of thousands of readings

One Step Further

• 66% average admissions avoidance & rising

• Zero complaints to the service in 24 months

virtual bed days delivered 27,000 average hospital admission avoidance 66%

Kindness

ZERO COMPLAINTS

Most importantly, many lives have been changed for the good.

Dignity & Respect

Empowering patients (Supporting Communities)

By integrating pathways, systems and virtually alliancing companies we can generate economies and eﬃciencies to delivery cost eﬀective best practice.

to the service since launched in 2019

By remaining at the forefront of innovation we can ensure that our patients and populations receive the very best that healthcare has to oﬀer in the remit of Urgent Primary Care.

Safety, Dignity and Integrity are at the heart of our ‘Outstanding’ rating for ‘caring’ from CQC. Whether that’s a clinician helping you out to your car or a kind word from our reception team at a time of need. You are part of our community and we care about you- we intend to show it because love looks like something.

To make sure that people using the service are treated with respect and dignity at all times while they are receiving care and treatment.

Community Intravenous Therapy - 0800-2200 hrs

We want to ensure that patients inform their own care and are fully versed in what their care directives mean to them. We want them to feel empowered by their care.

Kindness

The community IV Service supports patients by avoiding the need for hospital admission and facilitates an earlier discharge from hospital than otherwise would be deemed clinically safe and appropriate. The service can be delivered either in our clinic or in the patient’s own home and manages a range of infusions.

In a metric’s driven NHS with a reduced budget its so important to us that you feel valued. We consider this to be so key in the delivery of eﬀective care that we added it as a core value in 2022. We believe you should feel our kind approach to the delivery of your care. That you should feel considered, cared for, seen, understood and valued.

INSPIRE

One step further

Single Model of Care (SMOC) - 24/7

Our SMOC oﬀer includes four core service streams:

1. Out of Hospital Urgent Care (OOH); referrals are received via NHS111. Following deﬁnitive clinical assessment the patient will be managed with telephone and/or video consultation or a face to face consultation in our fully equipped treatment centre or a home visit.

2. Alternative to Transfer Service (ATT) (Pathﬁnder); referrals are received via NWAS and are then managed in the same way as the OOH service. The emphasis of this service is to avoid unnecessary conveyance to hospital and inappropriate admission to hospital.

3. Alternative to Transfer Plus Service (ATT+); referrals are received from Residential Care & Nursing Homes and provide a rapid clinical assessment of the patient, who are o en frail/elderly, avoiding the need to transfer to hospital where clinically safe and appropriate for home care. Following a clinical assessment a home visit will be made to safely stabilise and manage the patient.

OUR SERVICES

4

1

5

6 7

Urgent Care

1. Urgent Treatment Centres

Technology Enhanced Living - Hospital At Home - 0800-2000 hrs

2. Cheshire, Warrington, Wirral & Merseyside Dental Service 24/7

Dedicated clinicians within the Digital Hub respond to and manage complex long-term conditions, COVID / Long COVID, early supported discharge and acute exacerbations of chronic ill health in the community rather than in an acute or outpatient setting.

Our award winning service uses cutting edge digital technology (Dignio) to monitor patients’ vital signs using blue-tooth technology.

In the event that a patient’s normal vital signs parameters are breached we are sent an alert in real time and can provide a proactive response to ensure the patient is managed as clinically indicated.

Innovate to Improve Collaborate to Succeed One Step Further Dignity & Respect Empowering Patients (Supporting Communities)

Our clinicians ‘see and treat’ patients with Urgent Primary Care needs at the front door of Accident and Emergency on hospital sites to alleviate the pressure on emergency care patient ﬂow.

Since launching the service in Dec 2019 we have seen huge success, here’s just a few stats based on data running to March 2022.

3. Homeless, Refugee & Asylum Clinical Support (The Wellspring)

Innovate to Improve

• Over 1400 patients

• Circa 27,000 virtual bed days delivered

• Thousands of patient interactions

Collaborate to Succeed

• Tens of thousands of readings

Medical Training Academy

• 55% average admissions avoidance & rising

• Zero complaints to the service in 24 months

One Step Further

Kindness

Providing urgent dental advice for patients who a) do not have a dentist, b) when registered patient’s dental practices are closed. Following clinical assessment, patients will be managed with self-care advice or referred to the appropriate dental provider.

By integrating pathways, systems and virtually alliancing companies we can generate economies and eﬃciencies to delivery cost eﬀective best practice.

Most importantly, many lives have been changed for the good.

* Award Winning * virtual bed days delivered 27,000 circa

Mastercall deliver training of junior doctors through out of hours and wider urgent care services delivery. Validated by Liverpool John Moores University, Mastercall also runs the Assessment and Management of Minor Illness in Primary Care Level 7 CPD course.

BI/DTS Digital Solutions Support

Dignity & Respect

2

A charitable organisation in the centre of Stockport providing refuge for the homeless and more deprived members of our community. We provide clinical services including a GP and Advanced Practitioner drop-in surgery as well as outreach to the women and men’s hostels within Stockport.

By remaining at the forefront of innovation we can ensure that our patients and populations receive the very best that healthcare has to oﬀer in the remit of Urgent Primary Care.

To make sure that people using the service are treated with respect and dignity at all times while they are receiving care and treatment.

Our Business Intelligent and Digital Technology Services provide expert, professional healthcare support services, ranging from IT support and secure virtual desktop infrastructure setup to bespoke Business Intelligence solutions.

Empowering patients (Supporting Communities)

Community Intravenous Therapy - 0800-2200 hrs

Winter Management / Covid

We want to ensure that patients inform their own care and are fully versed in what their care directives mean to them. We want them to feel empowered by their care.

Kindness

We have been at the heart of both Stockport and Traﬀord’s response to the Covid pandemic. Providing a range of out of hospital services including:

- Acute visiting service - Hot clinics - Swabbing and remote monitoring -Telephony Primary Care Assessment (TPAS)

These services were mobilised quickly and evolved rapidly, on a daily basis, to meet the ever changing challenges presented by Covid. Our response to COVID was acknowledged by both Stockport & Traﬀord CCGs

The community IV Service supports patients by avoiding the need for hospital admission and facilities an earlier discharge from hospital than otherwise would be deemed clinically safe and appropriate. The service can be delivered either in our clinic or in the patient’s own home and manages a range of infusions.

Caring with respect

Services we deliver as part of GMUPCA

The GMUPCA consists of three alliance partners; Mastercall, Bardoc and gtd.

1. Greater Manchester Urgent Dental Care Telephony Service: 0800-2200 hours. Following clinical assessment, patients will be managed with self-care advice or referred to the appropriate dental provider.

2. Clinical Assessment Service

24/7 service. Referrals are received from North West Ambulance Service (NWAS) 111 & 999 queues for deﬁnitive clinical assessment/triage and will be managed with telephone triage and/or video consultation.

3 UEC Adestra

This service is the Greater Manchester Urgent Primary Care Alliance (GMUPCA) direct booking and single Electronic Patient Record platform. This has been rolled out to every hospital’s emergency department in Manchester which means that cases can be sent from 999, 111 or 111 online into the clinical Assessment service (CAS) and be electronically referred to any A&E department. Safety netting procedures are put in place for patients who do not attend further ensuring high level of patient safety.

OUR VALUES

At the heart of everything we do....

INNOVATE

Improving and growth TEAMWORK

Collaboration to succeed INSPIRE

INNOVATE: Improving and growth

TEAMWORK: Collaborate to Succeed

One step further DIGNITY Caring with respect EMPOWER For people and communities KINDNESS

To self and to others

By remaining at the forefront of innovation we can ensure that our patients and populations receive the very best that healthcare has to oﬀer in the remit of Urgent Primary Care.

By integrating pathways, systems and virtually alliancing companies we can generate economies and eﬃciencies to deliver cost eﬀective best practice.

INSPIRE: One Step Further

Safety, Dignity and Integrity are at the heart of our ‘Outstanding’ rating for ‘caring’ from the CQC. Whether that’s a clinician helping you out to your car or a kind word from our reception team at a time of need. You are part of our community and we care about you. Our committed team o en go that one step further to help support our patients and their colleagues.

DIGNITY: Caring with Respect

To make sure that people using the service are treated with respect and dignity at all times while they are receiving care and treatment.

EMPOWER: For people and communities

We want to ensure that patients inform their own care and are fully versed in what their care directives mean to them. We want them to feel empowered by their care.

KINDNESS: To self and to others

Mastercall are proud to be accredited by Social Enterprise UK, a UK membership body working together to create a fairer economy and a more sustainable future for everyone.

Our Vision: Enhancing lives because we CARE

The care we deliver will be:-

• Provided by healthcare professional experts

• Underpinned by innovative digital and disruptive technology

• Focused on the best possible outcomes for patients

Our Mission: EMPOWERING patients to live and age well

We are passionate about:-

• Supporting patients to take responsibility for living their best life

• Using innovation to solve problems that can save lives

• Providing meaningful futures for our workforce

• Expanding our range of services to support patients and the NHS

• Being an organisational leader in the use of innovation and digital technology

• Ensuring ﬁnancial stability to support innovation and growth

CONCLUSION STATEMENT

Every company must innovate to survive and thrive. Mastercall will continue to invest toward this outcome ad infinitum with significant learning from it’s 26years (and the collective 65 years of our Virtual Alliance Partnership, the GMUPCA). We must continue to keep the patient/person at the heart of every thing we do, considering individuals and individualism as well as macro communities, integration and commonalities to derive best practice with a personal and local feel (maintaining a cost effective model).

Achieving excellence in healthcare is our horizon; as a CQC rated ‘Good with Outstanding for Caring’ provider, we will endeavour toward these ends.

We believe that integration and innovation are the two key critical success factors within our remit. We rely on and will invest in stakeholder collaboration, patient informed design and commissioner/commissioning strategic appetite and vision casting.

EMPOWER For people and communities