Responding to the call

The Welsh Ambulance Service (WAST) responded to a 999 call from 94 year old Mr Jones* who lived alone with no formal care support. 

Mr Jones was feeling very weak, nauseous and experiencing some issues with his chest.

Upon arrival at Mr Jones’ home, Lucy*, a paramedic with WAST suspected Mr Jones had a chest infection. While waiting for the GP to arrive, Lucy called the Stay Well @ Home 2 service for support. 

In the meantime, the GP confirmed Mr Jones had a chest infection and also ischemic heart disease, but had not been taking his medication. 

The GP prescribed antibiotics and anti-nausea medication and Mr Jones’ family agreed to help manage his medication.  

However they were not able to help with any care and at that point Mr Jones was very weak, not eating well and struggling to move about the house. 

The GP advised  it would be safer to maintain support for Mr Jones at home due to the COVID-19 pandemic. 


Working together to help Mr Jones

Within three hours of the initial phone call between the Stay Well @ Home 2 service and the Welsh Ambulance Service,  the Single Point of Access team had: 

  • Conducted the necessary assessments with WAST, GP and Mr Jones’ family
  • Arranged for an occupational therapist to visit the house to provide sofa raisers to aid Mr Jones’ transfers, and a mobile commode to make it easier to go to the bathroom
  • Requested a package of care and support to be provided four times a day, which began that evening
  • Ordered key safe to allow access to the property, and also a Life Line system. This means Mr Jones could call the RCT Mobile Responder service if required. 

As a result of this work, Mr Jones avoided going into hospital. 

He received a package of support from the RCT Support @home service, and was able to leave services independently seven weeks later.

*Names have been changed 

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Transformation Programme Manager for the Stay Well @ Home 2 programme, Sarah Evans, said:

"The aim of the programme has been to offer an alternative to conveying or admitting people to hospital by putting in place community services quickly. The introduction of additional services during the evening and weekends has made all the difference ensuring people can be cared for at home.

“The feedback we have had from professionals and people who have received services has been very positive. Professionals really appreciate the simple referral process and people value the swift response and delivery of services which have allowed them to stay in their own homes. The programme is a great example of how services can work together to achieve the best outcome for people.”

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Co-Production Network for Wales.