Working with people with lived experience to co-design Integrated Neighbourhood Teams (INTs) in Lewisham

This year in Lewisham we have been working with local people through a co-design approach to shape a model of care for the development of INTs. We invited local people to join clinicians and other professionals to work together as equal partners to develop a model of care that better meet their needs.

Dr Camille Hirons, local GP and Lewisham Clinical Lead for Community Based Care and Integrated Neighbourhoods Teams and Layla Egwenu, Lewisham INT Programme Manager talked with us about their journey and how working with local people have helped design new service from the ground up.

Working closely with residents, listening to their feedback and learning from lived experiences helped them to plan the service and make practical adjustments based on what matters to people.

Watch video - Cami

The team made every effort to accommodate requests and facilitate the interaction with patients in the project. For example, the sessions were held in community spaces around Lewisham making it easier for more people to get involved. Meeting people where they are, was an important part of the process of creating an inclusive and safe space for everyone involved. The value of listening to people and bring innovative ideas helped overcome the challenges.

The recommendations and feedback made a difference and generated ideas adjusting and improving how the care is delivered such as:

• Developing an easy read guide available to all
• More flexible ways to communicate with patients
• Developed a comprehensive training plan for all staff
• A smoother, clearer discharge process

Watch video – Layla

This approach inspired Cami, Layla and the team. The openness of local people highlighted the lived experience voice is essential. All suggestions, stories or concerns have a real value for service improvements and how the care is planned and delivered.

Cami and Layla emphasised the importance of feedback and the power of honest and sometimes uncomfortable conversations with people to create meaningful change. ‘It is a positive journey in the end, if you listen to people and hear what they have to say’.

Developing effective and sustainable services with people and communities, not just for them, is essential, and co-designing care starts with trust and openness to listen.