We caught up with the Nurse/Nursing Team of the Year Award shortlist ahead of this year’s General Practice Awards ceremony to be held on 6 December at the Novotel London West.
The Care When it Counts (CWIC) service, part of the East Lothian Health & Social Care Partnership (HSCP), has become a lifeline for communities in the West of the county who face barriers to accessing traditional GP services.
Launched to ease the strain on local GP practices and meet the specific health needs of underserved areas, CWIC has since evolved into a dynamic, multi-disciplinary team offering high-quality, patient-centred care across a range of conditions.
What began as a small support team for GP surgeries has now expanded into a fully autonomous service, addressing the long-term strategic needs of the community. This evolution was driven by CWIC’s commitment to breaking down healthcare access barriers and providing sustainable, high-impact care.
The team’s innovative approach is evident in their training model, which allows staff to develop their skills in a real-life setting while maintaining patient safety and care standards. This has helped create a self-sustaining team capable of independently managing complex health needs.
CWIC’s efforts have also had a direct impact on the recruitment and retention of health professionals, establishing a foundation for long-term service continuity. By training and upskilling staff – including advanced nurse practitioners, physician associates, and other allied health professionals – the team has created a workforce that is both versatile and resilient.
The ability to provide holistic care, from conducting diagnostic tests to prescribing medications and admitting patients directly to acute settings, has not only reduced pressure on local GP services but also ensured patients receive timely, comprehensive care.
From May 2023 to December 2023, the service saw a 59% increase in capacity for patient access to primary care services, with a further 15% increase in the first quarter of 2024. This success is reflected in the positive feedback from patients, who appreciate the ease of access and high-quality care they receive. Testimonials often highlight the CWIC team’s compassion, efficiency and ability to accommodate patients’ needs.
‘They provided me with options and explained everything, so I knew what was happening,’ said one patient. ‘I could honestly cry with how relieved I feel to have received such empathy and compassion from someone who is not only very good at their job but able to make a patient feel like they care.’
Patients’ views are also used to improve the team’s work. Initially, the service was accessed via the patient’s GP practice. However, following patient feedback requesting direct access, a pilot is currently underway whereby the patient can contact the service directly, promoting patient choice and reducing GP workload. This will expand to cover the remainder of the West side of the county by December 2024.
CWIC’s ability to adapt and grow has also seen it become a valuable resource for broader strategic goals in East Lothian. For instance, their partnership with community pharmacists through a direct-access professional-to-professional line has streamlined medication management and improved patient outcomes.
The team members say they are ‘extremely honoured’ to have been nominated, and that the acknowledgement reflects the ‘hard work and dedication’ of the whole group.
They added: ‘Our passion and commitment to delivering the highest quality of care to our patients serves as a driving force within primary care.
‘Our team works collaboratively to ensure that each patient receives personalised and compassionate care, we are grateful to be recognised for our efforts.’
