INNOVATION
DIGITAL DELIVERY
When it comes to the work of drug and alcohol services , innovation isn ’ t just a buzzword – it ’ s a lifeline for the people we ’ re here to support . At Change Grow Live ’ s Spectrum service in Hertfordshire , the innovative digital pathway offered by our telecoms team is helping to take the pressure off our frontline staff and make treatment more accessible than ever before . By embracing technology and giving people more options for how they access support , our new pathway has seen a 14 per cent increase in people accessing nonopiate treatment , and impressive completion rates of up to 96 per cent .
This new remote offering began with the creation of our engagement centre – a digital front door that streamlined communications and service requests . This team acted as a hub to efficiently manage calls , emails , and referrals , making it easier for individuals to access services without facing the usual barriers . We wanted to break down the walls that geographic
Change Grow Live ’ s digital pathway has opened up support to whole new populations , says Trudy Sealy
distance or societal stigma often build around support .
The new team ’ s success paved the way for further innovation during COVID . The telecoms team began delivering advice and support to people online at a time when their ability to visit a service in person was extremely limited , and we saw such potential in this approach that we decided to expand it after the pandemic . With funding from Hertfordshire County Council commissioners , we took the opportunity to reach individuals who might not engage through traditional methods .
We knew from experience that there are many people out there whose drinking or drug use is negatively affecting their health and wellbeing , but who might not be dependent and don ’ t see themselves as needing the support of a service like ours . Then there are people who don ’ t live close to one of our hubs , or who may simply find it too daunting to make that first step and visit a service in person .
The digital pathway offers these people a way to reach out and engage – we originally focused on non-dependant
There are many people out there whose drinking or drug use is negatively affecting their health and wellbeing , but ... don ’ t see themselves as needing the support of a service like ours .
drinkers , but over time our mission has expanded to include people who are using cocaine and cannabis .
A standout feature of our approach is its structure . Once someone has had their assessment , they are guided through interventions tailored to their specific situations . For instance , those scoring eight to
15 on an audit tool might receive a brief intervention , while people scoring 16 to 19 can access a comprehensive programme delivered entirely online .
The impact of the new pathway has been substantial . Our approach helps people to engage by accommodating different schedules and preferences , and enabling them to access support that ’ s convenient for them . Since launching , around 90 per cent of people accessing support through this pathway stick with it through to completion , with as many as 96 per cent of the people seeking support for alcohol and cannabis completing all their sessions . At the same time , the feedback we ’ ve had from the people who use the service has been glowing – people like that speed and efficiency , and the ease with which they ’ re able to get the help they need .
But our success goes beyond numbers . By providing tailored interventions and streamlining processes , we ’ ve begun to tackle the challenge of the UK drug strategy ' s simultaneous demands for lower caseloads and increased accessibility . We ’ ve lightened the load on our frontline staff and helped us to reach people who might never otherwise have taken the step of accessing support . People face barriers to support , from the pressures of their work life to travel limitations and social stigma . By streamlining our processes and tailoring our interventions , the telecoms team is making major advancements in breaking down these barriers .
As the landscape we operate within continues to evolve , embracing innovation and creating new ways for people to engage will play a major role in making sure people get the support they need . We are keen to share our learnings with others – if you would like to know more about our digital pathway and the work of the telecoms team , please contact raymond . jay @ cgl . org . uk .
Trudy Sealy is services manager at Hertfordshire Spectrum
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32 • DRINK AND DRUGS NEWS • SEPTEMBER 2023 WWW . DRINKANDDRUGSNEWS . COM