Case Study

Walsall Council, in collaboration with Bloxwich Community Partnership and Walsall Healthcare Trust, delivers the Walsall Connected initiative across 27 locations. A core management team of five members has successfully trained over 200 staff to deliver Walsall Connected services. This management team supports sites by providing upskilling, training, demand management, and data reporting.

Walsall Connected is revolutionising digital inclusion by bridging the pandemic-induced divide through a powerful coalition of the Council, Community Groups, and health services. The initiative’s success is evident in the establishment of 29 Walsall Connected centres, where residents gain essential digital skills, ensuring they remain confident and adaptable in a rapidly evolving digital world.

This initiative stands out due to the involvement of over 200 dedicated staff and volunteers, reflecting a broad spectrum of community perspectives. Their collaborative efforts have fostered a truly inclusive environment, making digital proficiency accessible to all.

Moreover, Walsall Connected’ s model is designed for adaptability and transferability, serving as a blueprint for other Councils. Its unique integration of a site within an acute hospital setting exemplifies innovative place-based partnership working, enhancing collaboration across different sectors which helps us further understand demand and needs across Walsall.

In summary, Walsall Connected and the Walsall Manor Hospital ‘Island’ deserves recognition as a pioneering force in digital inclusivity. Its success is built on collaborative leadership, sustainable outcomes, and an inclusive approach. The initiative not only addresses immediate digital needs but also provides a replicable framework for future efforts, making it a compelling example of community-driven digital transformation.

Walsall Connected has evolved to address digital exclusion from the closure of many front-line services during the pandemic and the expansion of ‘digital-first’ approaches across public services. It consists of a network of 29 strategically located physical sites offering face-to-face digital upskilling, general support, access to council services, and voluntary sector-led services that reduce social isolation and build community resilience. Our unique digital upskilling approach allows all residents to benefit from the Council’s significant investment in digital services, regardless of their background or circumstances.

Walsall Connected partner sites connect through a shared digital space, accessing a ‘knowledge bank’ of training materials, recording outcomes, and communicating with experts at other sites. This fosters a more collaborative, aligned, and digitally inclusive culture across our community sector. While Walsall Connected promotes digital upskilling, not everyone can manage online services independently. To support vulnerable customers with complex inquiries, a digital referral process connects residents directly with the right specialist service. We work with key stakeholders to ensure the effectiveness of this process.

Walsall Connected has changed the landscape and redefined service delivery standards in Walsall. Our comprehensive customer strategy, inclusive approach, and collaborative efforts have created a lasting impact on our community, making Walsall a pioneer in digital inclusion and service excellence.

Choosing Walsall Manor Hospital as a partner site for the Walsall Connected initiative involved considerations:

1. Healthcare Integration and Accessibility: Ensures the initiative is integrated with essential healthcare services, facilitating better patient care coordination and streamlined health information exchange, especially focused on hospital discharge, making connections with the VCSE and for staff welfare advice and support.

2. Community Reach: Walsall Manor Hospital serves a large and diverse patient population in the Walsall area, extending the initiative’s reach and ensuring more residents benefit from the services and support offered by Walsall Connected.

3. Infrastructure and Resources: The hospital has established infrastructure, including facilities, technology, volunteer services, and healthcare professionals.

4. Collaborative Opportunities: A partnership with Walsall Manor Hospital opens opportunities for collaborative projects, research, and sharing best practices. Examples include digital support for patients completing the my-preop health questionnaire and coordination of bus codes to allow patients to attend appointments where transport costs are a barrier.

5. Support and Endorsement: The hospital’s support and endorsement lend credibility to the initiative, encouraging community trust and participation.

Walsall Council and Bloxwich Community Partnership embarked on an exploratory phase to understand service requirements throughout the borough, identify appropriate venues, craft educational and support resources, and establish metrics for gauging outcomes. We launched with the opening of two centres, significantly expanding with an additional 27 centres, including the notable centre at Walsall Manor Hospital.

To secure a location for the Walsall Connected site at Manor Hospital, the Chief Executive and Operations Director endorsed it. Planning meetings involved Walsall Council, Walsall Connected support teams, and the Patient Experience Team, ensuring seamless integration into the hospital’s operations.

The commencement of services at Walsall Manor Hospital was celebrated with a launch event showcasing the successful collaboration and teamwork of various partners. Following this launch, a joint promotional event emphasised the integration of Walsall Connected with the West Midlands Combined Authority Connected Services Programme, attended by Andy Street, the Mayor of the West Midlands.

Between January and December 2023, Walsall Connected services overall have made a significant impact on the community:

• 10528 individuals received assistance.
• 63% of customers supported now feel confident to complete processes independently
• 99% of people surveyed would recommend Walsall Connected to family and friends

Between January and June 2024, Walsall Connected services at Manor Hospital Walsall have supported

• 443 individuals received assistance with 73 for Blue Badge support
• 100% of surveyed residents would recommend Walsall Connected to family and friends
• 82% of people surveyed service users gained online knowledge, skills, or understanding

Demand and Training: To meet community needs, we continuously measure demand to ensure that adequate training, guidance, and support are available at all centres.

Digital Empowerment: This empowerment extends beyond immediate needs, enabling residents to apply their new skills to a variety of digital platforms, such as the NHS app, and to improve financial management using online services.

Customer Satisfaction: Understanding customer needs is paramount. Our main report for Walsall Connected in the Manor Hospital indicates that 100% of users would refer our services to family or friends, highlighting the effectiveness of our support.

Knowledge Transfer: The transferable knowledge across available centres allows us to ensure that residents can access the help they need. For example, a resident who initially sought blue badge support left with additional knowledge about community offerings, such as social groups and gardening services, which contribute to maintaining independence.

Referral to Council Services: Our ability to refer residents to specialist council services means that individuals receive the support they need promptly. This streamlined approach is thanks to the strong links between Walsall Connected and various service areas within the council.

Ongoing Improvement: We remain committed to enhancing digital services for residents. We will continue collaborating with the discharge lounge and other hospital services to ensure residents have necessary support before leaving the hospital.

Knowledge Expansion: We will expand our knowledge base, linking it to the council’s offerings, with a focus on Adult Social Care and its community integration.

Training and Volunteer Development: In partnership with external providers, we will offer a comprehensive training package to aid residents and enrich the hospital’s volunteer workforce, creating employment pathways for those supporting the NHS.

This outlines our strategies to ensure the continued success and expansion of digital support services for our residents.

We are also in conversation with the Digital Inclusion Team at Wolverhampton City Council to provide a similar service at the Royal Wolverhampton NHS Trust. They have secured a concourse area in the Heart and Lung Centre for a Patient Engagement and Involvement Hub known as ‘The Beat’.

Distinguishing Features of the Walsall Connected Programme

Innovative Origins: The Walsall Connected initiative was born out of a post-COVID era, shaped by the voices of the Walsall residents through a comprehensive resident survey. This initiative has been a trailblazer in the NHS, bringing council services support directly to the community, making it accessible in familiar and approachable locations.

Strategic NHS Partnerships: The programme has paved the way for strategic partnerships, enhancing NHS initiatives such as issuing bus passes to reduce ‘Did Not Attend’ (DNA) rates, and supporting the MyPre-op process. By training key locations to provide additional assistance, we aim to minimize failed appointments and operations, streamlining customer service and reducing associated costs.

Unified Service Network: Through collaborative efforts, all Walsall Connected centres are interlinked, sharing knowledge and resources, fostering a community spirit, and enabling cross-location collaboration. This ensures that residents receive consistent quality service and advice, regardless of which centre they visit, truly embodying the heart of the borough’s commitment to serving all residents.

Digital Upskilling Vision: Our long-term objective is to digitally upskill residents, empowering them with the capabilities to access services more efficiently and cost-effectively. As residents become more digitally adept, not only will they benefit from using online platforms like NHS online, but they will also experience an overall improvement in their standard of living.

This submission encapsulates the unique attributes that make the Walsall Connected Programme a standout success, reflecting our ongoing dedication to enhancing resident services through innovation and community collaboration. Having a hospital as a location for a community partnered programme is believed to be unique. By a seamless connection between the public sector, our vibrant VCSE And the people we serve.

The Essence of Partnership is key learning point from the Walsall Council initiative.

The Power of Collaboration: Our experience has underscored the importance of partnership working as a cornerstone of our programme’s success. The exchange of specialised knowledge, which may be abundant in some areas yet scarce in others, is vital.

Sustained Knowledge Sharing: Through sustained collaborative efforts, we ensure that knowledge remains current, transferable, and accessible. Understanding the breadth of resources available across Walsall allows us to centralise information, making it readily available to residents in a single, convenient location.

This submission reflects our key learning that effective partnership working is not just beneficial but essential for the successful delivery of community services.