6.4 Training and support: Case study examples

The examples below are all taken from the pilot programme. The numbers relate to the 'hot tips' page in this section of the resource.

Tip 1. Keep it simple: Manchester pilot site

Manchester developed a simple IP presentation that they adapted when delivering training to a wide range of groups involved in the delivery of IP in the area. They provided briefings to a range of groups from statutory, voluntary and community sector organisations. They have a generic approach that they adapt each time to meet the particular the organisation/group in each case to ensure that the presentation is tailored appropriately. They then offer additional contact, as appropriate. The process is as follows:

Informal contact – telephone and/or face-to-face – to talk about potential for involvement in IP
Tailoring of IP presentation to target group in question
Meeting/presentation
Provision of training support pack which contains information on the IP project, key contacts
Offer of informal follow-up telephone support or additional further training sessions.

Tips 4 & 5. Consult stakeholders and users when developing training; and use what's already available: County Durham Cancer IP pilot

This pilot built on an existing voluntary sector training programme to support the dispensing of IP. The IP model developed in Co. Durham uses a network of volunteers to deliver the 'supportive information' that is key to the approach.

The volunteers also work for the local Cancer Information Centre (CIC). People who want to take on a volunteering role in the CIC must attend an in-depth, ten-week training programme covering such issues as cancer care, cancer treatments, being supported by a multi-disciplinary team, available information and resources.
As part of the IP pilot, a number of 'add-ons' have been developed, which focus predominantly on training volunteers to deliver 'supportive information' in an outreach setting. Whereas prior to the pilot volunteers would work only in the CICs, the approach to IP developed by this pilot site involves them delivering support in health clinics. Their training now includes such topics as: confidentiality; health and safety issues; advanced skills in communicating with disadvantaged users etc.
As well as being informed by the experience of IP leads and the stakeholders with whom they work, the 'add-on' training was also determined by feedback from volunteers delivering the IP so that the volunteers could directly influence the training being offered.

Many pilots find it particularly difficult to involve very senior and busy consultants and GPs in training. Pilot sites tried to counter these challenges by finding ways to build IP training into pre-existing professional training programmes. For example, in one area, training for GPs was provided during a pre-arranged training day which the local practices hold fortnightly.

Most pilots thought that it was very helpful to build short, focused IP training sessions into induction and training packages for new recruits or staff entering new roles. Doing so allowed people to share their learning and increase their awareness of IPs.

Tip 6. Develop easy-to-use training materials: Northumbria pilot site

The IP Pilot in Northumbria produced a training pack that provided information on the IP process. At this site, IPs were delivered over the phone. The pack contains an example script for those identifying information needs and dispensing information. It also provides simple instructions about navigating the directory, an overview of what can be found in the directory and a table that provides additional support on what to do when dealing with different types of complex enquiry. See Northumbria Pilot Site Parkinson's Disease Training Pack [PDF, 40KB].

on the next page: further case study examples