A medical centre has become the first in the world to adopt technology to alert them to a disabled person’s visit before they arrive, ensuring they are fully prepared for their arrival and can offer the best possible standards of customer service.
Charter Medical Centre in Hove has become the first of its kind to use the WelcoMe app, which makes use of pioneering technology to enable people with disabilities, including brain injuries and neurological conditions, to tell businesses and venues when they intend to visit their premises.
The app allows users to pre-warn businesses of any bespoke requirements they have, and also gives staff information about the person’s disability or condition, ensuring they are fully prepared for their arrival.
The installation of WelcoMe comes at a time when many disabled people have increased anxiety about leaving their homes amidst the continuing COVID-19 pandemic, with many doing so for the first time in many months to receive their vaccinations.
Through its adoption of WelcoME, Charter Medical Centre is building its additional support for patients living with long-term conditions even further, with the practice being a central part in the pioneering HERA (Healing Expressive and Recovery Arts) Project in Brighton.
The programme engages patients through creative arts and has delivered proven benefits in terms of easing pressure on NHS frontline resources, with an average 41 per cent reduction in the demand for GP appointments among those attending at least three HERA sessions.
The addition of a medical centre is a significant boost for the ongoing development of WelcoMe, which is rapidly expanding across England having secured clients including the Scottish Government and Diageo in its native Scotland.
Trials are planned in two Scottish hospitals as WelcoMe’s profile in the medical sector, and the profession’s commitment to embracing new technology to support patients, grows.
The app is the latest innovation from multi award-winning entrepreneur Gavin Neate, through his business Neatebox, which in 2011, created the world’s first disability-friendly pedestrian crossing. This later became a standalone business, Button, which enables users to press a range of buttons remotely, such as those to open automated doors.
“Even prior to the pandemic, it was common for patients to feel anxious about visiting the doctor, but with the isolation the pandemic has brought, we know that will have been exacerbated for many, and particularly those for whom their conditions means they have additional needs,” says Emma Drew, from the Robin Hood Health Foundation, which incorporates Charter Medical Centre as part of its portfolio.
“As lovely as our GPs and receptionists are, we are aware that anxiety exists, and we will always do everything we can to ensure our patients receive the best possible service we can give.
“Anything that enables people to come into our practice and be supported in the ways they need is very important to us. If someone has mobility problems, for example, and there is something we can do in advance of their arrival to help them, then we will do that.
“Through our adoption of WelcoMe, we will now be able to know about that, and be prepared before they walk through the door. We are proud to do things differently here, and we’re really pleased to be able to introduce this app to our patients.
“I think WelcoMe is something which, if it works in one practice, it’ll be adopted by many more, and it’s great to be at the forefront of that.”
Gavin Neate, whose inventions are inspired by his 18 years as a mobility instructor with Guide Dogs for the Blind, tells NR Times: “To add Charter Medical Centre to our partners really underlines the amazing potential there is for in-the-moment visitor-led and empowering interactions.
“Trials are also underway with The Golden Jubiliee Hospital in Glasgow and shortly Ninewells Hospital in Dundee.
“We are proving it is possible to provide real time staff awareness of need, whilst reducing arrival anxiety in disabled visitors.”
