Case study: NeuroResponse

Neuroresponse is a social enterprise offering a new model of care for people with Multiple Sclerosis. Comprising of a telephone triage service, video clinics and an email hotline for GPs to consult neurologists directly, the venture will speed up response times, increase efficiency and enhance the quality of life for those in pain. 

NEED

Multiple Sclerosis patients frequently have to travel long distances to receive the specialist treatment they require. Travel is particularly difficult for MS patients as they are often in a lot of pain. Currently NHS Direct is unable to deal with any neurological queries, referring all callers to A & E.

SOLUTION

The communication and delivery of treatment to patients with MS and other neurological illnesses has not kept pace with the advances in the treatment available. Neuroresponse sets out to this fill this gap and deliver a quality service suited to the 21st century.

PROJECT

NeuroResponse (NR) aims to become the UK market leader in the provision of high quality telecare for those living with long term neurological conditions. Led by world-renowned MS nurse consultant Bernadette Porter and in partnership with the National Hospital for Neurology and Neurosurgery (NHNN), the Company is initially focusing on providing three core services to Multiple Sclerosis patients:

1. NeuroDirect – telephone triage/advice line service staffed by expert MS nurses;

2. NeuroMail – email advice service that GPs can use to contact a Consultant Neurologist;

3. NeuroView – video clinic linking an expert neurology team with the patient and local clinical team

The service will improve the quality of care provided to people with MS, make it easier to access care, reduce patients' anxiety, and provide support for those with severe disability. Quality of care will be improved by allowing patients quicker and more regular access to experienced consultants for OP consultations. Access will be improved by eliminating the need for patients (who often have mobility difficulties and are currently obliged to travel up to two hours for consultations). Anxiety will be reduced by providing a reliable, qualified triage phoneline as a first line of response in the case of an attack. Finally. general support will be provided by a concierge service (which will be an add-on to the project).

Bernie Porter

PROGRESS

The entrepreneur has developed and tested the tripartite approach of NeuroResponse . Neurodirect; Neuromail; and, Neuroview.

The initial pre- pilot gave insight into the practical challenges of setting up the three strands of the venture. The findings from the pre-pilot demonstrated a higher than expected need for the service amongst patients, showing the perceived gap in the market exists. Developing the IT software will enable a greater through put of patients. Neuroresponse is about to embark on a year long pilot based at UCLH

PARTNERSHIPS

University College London Hospitals