Customer Experience Making CMP Real

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Customer Experience Making CMP Real
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What is CMP?

• Evidence-based
• Addresses biological, psychological and social
  needs
• Identifies and addresses health obstacles to
  return to work
• Increases activity levels and restore function
• Attempts to shift beliefs and behaviour using
  cognitive behavioural techniques

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What is CMP?

• Individual programme tailored to meet individual
  needs managed by CMP practitioner in close
  liaison with IBPA
• Goals of the programme are owned by the
  individual participant, not imposed on them
• Has a clear work focus and goals
• Sits comfortably alongside mainstream provision
• Provides supported environment which offers
  reassurance to individuals within a recognised
  governance infrastructure

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How does it work?

• All programmes contain these elements
• Initial holistic assessment including clinical
  risk assessment
• Case manager or key worker
• Cognitive/educational modules on understanding
  and managing conditions
• Management of pain
• Confidence building
• General health advice e.g. healthy lifestyles,
  exercise programmes

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Most important points of CMP

• Clinical Governance incorporating a quality
  agenda, safety of staff and customers, risk
  reduction and appropriate training and
  development opportunities for staff.
• Seamless participant experience this should
  have a robust integrated process taking into
  account partnership working, needs led
• Standardised health assessments which are
  individualised, comprehensive and conducted by
  qualified healthcare staff.
• Evidence Based Practice

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Case Example

• Mr Y is a 62 year old male, referred with a
  diagnosis of depression and stress.
• Has past medical history of MI in 2003 is now
  fully recovered and whilst he takes medication,
  he has no other ongoing medical input for this.
• The customer had previously seen a counsellor at
  the surgery (total of 6 appointments), and had
  infrequent contact with his GP.
• He was prescribed antidepressives.

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Work History

• Worked for 40 years in the motor trade in sales
  managerial positions until suffering a heart
  attack in February 2003.
• Following treatment for his heart condition Mr Y
  attempted to return to work in February 2004.
• After 8 weeks back at work he was signed off sick
  with depression and stress, and his contract of
  employment ended shortly after this.

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Presenting Issues

• Low mood
• Negative thinking patterns
• Loss of confidence
• Decreased self esteem especially relating to
  loss of worker role
• Experiencing physical symptoms of stress
• Difficulties sleeping
• Problems with short-term memory
• Concentration impaired

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CMP Input

• Psycho-education input regarding concepts and
  effects of depression and stress
• Sleep issues identified practical strategies to
  help improve sleep
• Relaxation techniques
• Detailed discussion re occupational history
  what were the positives/negatives, what would he
  like to do now? what are the benefits of
  returning to work?

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CMP Input

• Activity planning using a diary, review at
  subsequent CMP sessions
• Challenging negative thinking worksheets and
  handouts
• Liaison with IBPA regarding worksearch support
  and referral to a Job Broker
• Signposting re self help books and websites
• Work stress reviewed and discussed
  literature/handouts, identified strategies he
  could implement

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CMP Input

• Concentration/memory identified practical
  strategies
• Problem solving specific issues/situations
  discussed

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Outcomes- Work

• Mr Y received an offer of employment as a car
  parts delivery driver in January 2006.
• Prior to him starting work we identified what the
  potential stressors might be, and identified
  strategies to tackle these.
• Ongoing CMP appointments (fortnightly) to monitor
  progress and offer support if needed (has
  attended a total of 16 appointments).

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CMP / Health Outcomes

• Customer reports he no longer feels depressed and
  is now not taking anti-depressant medication
• He reports he has learnt and regularly uses
  helpful strategies to deal with stress
• Sleep pattern has improved and customer reports
  it is no longer problematic
• Customer reports feeling an increased sense of
  confidence in social situations

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Customer Outcomes

• Mr Y states he is enjoying his job, and reports
  an increase in his self esteem, and improvements
  in his general health and well-being.

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• tracy.webb_at_ghcmpct.nhs.uk

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