An overview of our Healthier You service in your region

INGEUS UK

HEALTHIER YOU

DIABETES PREVENTION PROGRAMME

GP PRESENTATION

Ingeus evolved from an Australian start-up to become a global provider of services that assist thousands of

citizens every day.

The original insight that created Ingeus in Australia was one that quickly found success in the UK – that people with

barriers to work should be supported to thrive rather than left alone to just survive.

The original belief, that work is good for people, is now a mainstream view in public policy. Ingeus has built on this

basic principle and created new, better ways to support people with barriers in their lives.

In the UK, Ingeus took its knowledge, skills and vision and applied it to other areas of people’s lives so that we now

deliver services in health, employment, youth services and justice.

Since 2002, Ingeus has expanded into countries across North America, Europe and the Asia-Pacific region.

The next phase in our journey

In late 2018 the Ingeus Group was acquired by APM. The two companies have a huge amount in common. Most

significantly, both organisations are purpose-led with a commitment to strong values, to helping people lead

successful and fulfilling lives and to offering great opportunities and careers for employees.

Together, APM and Ingeus employ over 5,500 people delivering services in health, disability, ageing, defence,

employment, justice, youth, apprenticeships, skills and training. Across 10 countries we will support over 350,000

people to improve their lives each year.

We think that our two companies’ combined experience and expertise creates a great opportunity. In the UK we are

now working to bring together APM and Ingeus into one, even better organisation.

2The Ingeus story

3Our Values

Our values are defined by our people to sum up what it means to

work at Ingeus. Whatever job we do, and whoever we serve, we

always try to live by these values.

4Ingeus and the Healthier You Diabetes Prevention Programme

• The NHS Diabetes Prevention Programme is an evidence-based programme jointly

developed by NHS England, Public Health England and Diabetes UK.

• The programme has been running since 2016, as part of the NHS Long Term plan,

focusing on preventative interventions.

• Ingeus is proud to have been delivering NDPP in partnership with the Leicester

Diabetes Centre (LDC).

• Starting with just 2 regions, by the end of 2018 Ingeus was the largest provider of

the service and supporting 40% of all referrals to the Healthier You programme.

• Our new NDPP offer brings together LDC’s expertise with our digital partner,

Changing Health, to support NHS England to meet its goal of supporting 200,000

participants referred annually to diabetes prevention programmes.

• Over 38,000 patients in the Lancashire and South Cumbria region will be referred to

the Healthier You programme over the next 3 years

DIABETES IN THE UK

• 4.7 million people in the UK

have diabetes

• The number of people

diagnosed with diabetes has

more than doubled in the 20-

year period since 1998

• Every 2 minutes someone is

diagnosed with this

condition; 90% are diagnosed

with Type 2 diabetes

• By 2025 it is estimated that

over 5 million people in the

UK will have diabetes

• In more than half of all

cases, the onset of Type 2

diabetes can be prevented

or delayed

Over 148,000

referrals since

2016

Average

reduction in

HbA1c levels

3.71 mmol/mol

Average weight

loss from

programme start

to completion

3.07 kg

5

Summer 2016

LEEDS

EAST MIDLANDS

Autumn 2016

SURREY

SUSSEX

KENTSpring 2017

HANTS & IOW

BEDS, LUTON &

MILTON KEYNES

BUCKS, OXON & BERKSSpring 2018

STAFFORDSHIRE

SHROPSHIRE

NORTH EASTSummer 2018

CHESIRE &

MERSEYSIDE

CUMBRIA

MEDWAYSpring 2019

BLACK COUNTRY

HIOW

SOUTH CUMBRIA

& LANCASHIRE

Ingeus and the Healthier You Diabetes Prevention ProgrammeIngeus Regional Coverage

6Ingeus service delivery overview

• Face to face delivery based on

an established programme

developed by the Leicester

Diabetes Centre

• LDC is a leading applied health

research unit in the field of

diabetes prevention and care

• 13 sessions delivered every

3 weeks

• 16 hours of group-based

learning, delivered to small

groups

• Action planning and take home

tasks to embed learning through

practical application

• New digital option delivered in

conjunction with Changing

Health

• Industry experts in developing

and delivering behaviour change

programmes, including

extensive NHS partnering

• Detailed initial assessment

completed by phone or via

online platform

• Capturing of core metrics

around physical and mental

health, to inform a holistic

approach to driving lifestyle

transformations

• Wrap-around support including a

dedicated Stop Diabetes

website, online information and

resources

• Individualised engagement and

support from Educators

• Signposting to other health

services

• Self service portal to manage

session re-scheduling

• Telephone-based support from

dedicated Contact Centre

• Automated session reminders

and motivational keep warm

communications

7Face to Face delivery - programme stages

• A 3-phase programme

supports the perception of

progression towards

achieving sustainable

lifestyle changes

• A rolling schedule of

workshops facilitates session

attendance in any order

without imposing sequential

restrictions

• Sessions delivered at a range

of times including weekends

and evenings

• Sessions customised to meet

the needs of diverse

community groups as

required

8Overview of session content

Understanding your

risk

Weights management

and physical activity

Future health and

focus on fibre

Healthy eating to

reduce risk

Healthy eating for a

healthy weight

Balanced food and

activityChoosing healthy

snacks and drinks

Getting standing and

redesigning your day

Maintaining a healthy

lifestyle

Mindful living Healthy living for a

healthy heartPushing the pace Refocusing

Staying

Healthy

Getting

Healthy

Living

Healthy

9Referral Pathway

• Client Liaison Officers

in Customer Service

Centre trained in core

customer service and

behavioural economics

principles to ensure a

positive customer

experience

• Engagement supported

by knowledge of face to

face and digital offers

to drive engagement

and commitment to the

programme

10Face to Face Programme Delivery

Face to Face Programme Delivery

• Understanding the risk

• Weight Management and Physical Activity

• Future Health Risks and Focus on Fibre

• Health Eating to Reduce your Risk

• Health Eating for a healthy weight

• Balancing food and activity

• Choosing Healthy snacks and drinks

• Getting standing and redesigning your day

• Managing challenges and maintaining a healthy lifestyle

• Mindful living

• Health living for a health heart

• Pushing the pace

• Refocusing on risk

Individual Assessment

and Discharge

• Booked at final

session

• Individual

assessment and

review of progress

• Review of risk

factors and action

planning

• Signposting to

relevant local

services

• Programme

completion letter

to GP

Individual Assessment

and Enrolment

• Invitation to

participate issued

• Programme

overview and

general information

leaflet

• Initial assessment

completed by

Customer Service

Centre staff

• Session scheduling

• Automated

reminder

communications

arranged via SMS

Local Engagement

and Promotion

• Local stakeholder

engagement

• Targeted initiatives

with strategic local

partners

• Participant

awareness raising

through local

promotional

activities

• Referral through

local GPs or Health

Check providers

• Programme

literature sent

Wrap Around support

• Website, online support resources and signposting

• 1:1 Educator support for engagement and re-engagement

• Customer Service Centre with extended opening hours

• Automated SMS reminders and positive reinforcement messages

11Our Healthier You delivery partners

Leicester Diabetes Centre

• A leading applied health research unit, committed to

improving the lives and care of people with diabetes

• A collaboration between the University of Leicester and

the University Hospitals of Leicester NHS trust

• The Healthier You programme delivered by Ingeus is

based on the LDC Desmond programme, a nationally

recognised education programme for Type 2 diabetes

patients

• The programme is founded on evidence-based data

about the causes and effects of diabetes, and options

for the management of diabetic and pre-diabetic

conditions

• A key focus is the exploration of diet, risk factors,

physical activity levels and emotional health, with the

aim of embedding sustainable behavioural changes

• Sessions are delivered in an informal group learning

setting which facilitates the sharing of ideas and

experiences, and reinforces peer to peer support

Leicester

• An established provider of behaviour change programmescovering Type 2 diabetes management and prevention,and weight loss & maintenance programmes

• The programme is founded on health coaching rooted inbehavioural science with engaging digital education,delivering lasting outcomes with robust empiricalevaluation

• The Changing Health service was created by industryexperts with a established track record in developing andscaling NHS services

• Delivery of education and lifestyle support services,driven by an innovative Artificial Intelligence engine toprovide customised, app-based support interventions

• Digital learning and goal setting activities are supportedby telephone based-coaches and online progressmonitoring

• Participants receive support via automated prompts,motivational messages and tailored content

12Our service delivery team structure

Regional Manager

• Regional operational lead with responsibility for local delivery

of the Healthier You programme

• Overall responsibility for delivering contract performance

OPERATIONAL DELIVERY

Regional Engagement Lead

• Dedicated local resource focused on ensuring proactive

stakeholder engagement to drive referrals and manage the

referral pipeline

• Effective local issue resolution and responsive escalation to

ensure timely corrective actions and mitigations

Healthier You Educators

• Health Educators recruited from a range of disciplines

including nutrition, sports sciences, health and well being

• Trained and accredited by Leicester Diabetes Centre

• Regular quality evaluations via internal and external

assessments to ensure on-going service development and

participant focus

Client Liaison Officers

• Agents trained in customer service excellence techniques to

deliver high quality interactions with participants

• State of the art call handling technologies to drive efficient call

handling and support a positive customer experience

CUSTOMER SERVICE CENTRE

Scheduling Team

• Centralised team of dedicated schedulers responsible for

venue procurement, creating capacity and scheduling sessions

• Agile resource to ensure a responsive and flexible approach to

scheduling activities covering all regions

• Responsible for assuring session times and venue locations

that support participant attendance and programme retention

Service Excellence team

• Focused on driving continuous improvement, informed by call

quality evaluations, session observations, complaints and

customer feedback analysis

Data and MI team

• Comprehensive data collation, analysis and reporting to

optimise performance and inform corrective interventions

• Ensuring key data is available for performance reporting

To raise awareness of the service, we will provide GP practices with posters for display in surgeries, as well as

GP information leaflets, and patient information leaflets for distribution to those who you think may benefit

from participation in the Healthier You programme.

13Resources to support referrals to the Ingeus Healthier You programme

PARTICIPANT

FEEDBACK Sentiment analysis from

participant commentaries

Net Promoter Scores

Exceptional rating

86%All surveys satisfaction scores

01.03.19 – 31.05.16

• Customer insight tool

captures satisfaction

scores and verbatim

commentary via user-

friendly online platform

• Dedicated Complaints

Team to ensure timely

resolution of issues

• Complaints and

feedback insight used to

inform continuous

improvement agenda

through Service

Excellence Team

Complaints resolution

Over 80% of complaints

satisfactorily resolved

within 48 hours

NHSE

PERFORMANCE

OUTCOME

MEASURES

• Reduction in Weight and BMI scores

• Contractually defined programme completion targets

• Improvement in WEMWBS mental wellbeing scores

• Participant satisfaction survey performance

• Contractually defined session attendance rates

THANK YOU

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