Care Coordination Centre, Anglesey House, Anglesey Road, Burton-on-Trent DE14 3NT 0300 323 0930

Welcome to the East Staffordshire Improving Lives Programme

What is the Care Coordination system?

Care_coordination_programmeCare Coordination is a new, integrated and person-centred approach to health and social care services that ensures people with long-term and complex needs are fully supported and assisted during every stage of their care.

It allows different parts of the health and social care systems to join together and create an integrated digital care record which can be accessed by health and care practitioners who are supporting your care. This may be your GP, community nursing teams, social workers and accident and emergency teams. Information that is shared through the record includes patient name, address, GP details and telephone number, diagnosis, medications, allergies, care referrals, clinic letters, discharge information and physical health reviews.

This will enable the care coordination team to identify patients who may benefit from additional care and support to create and share a care plan with those involved in providing your care. This ensures all parties work together so that you are placed at the centre of your care and only need to tell your story once.

The next few months will see a phased integration of relevant parts of your health and care records from services currently involved with your care, across the East Staffordshire area.

The aim of the Care Coordination System

The Improving Lives Programme supports the Care Coordination System to improve collaborative working for health and care professionals, supporting patients with long-term conditions, such as diabetes, asthma and heart conditions and also older people in need of extra support. The aim of the programme is to help patients to:

  • have more control over their own care;
  • improve the health of those cared for under the programme; and
  • improve their experience of living with their long-term conditions.


For a comprehensive guide to the services we oversee in East Staffordshire visit

How will this affect me?

Care coordination can revolutionise the way people with many different health and social care needs experience their care. It puts you and your carer back in control, and aims to ensure you feel heard and understood. With a ‘joined-up’ plan of action in place, agreed by you and all the agencies involved in your care, we can help support you to stay in your own home and prevent the need for unnecessary hospital admission.

If you do get admitted to hospital a coordinated care plan means that, where possible, you can be discharged sooner.

Who will care for me?

At the heart of this is a new care coordination team made up of GPs, community matrons, and other health and social care professionals. The team will work with us and your GPs to ensure your needs are met at the right time and in the right place so that you can receive the care and support you need. The team will be responsible for developing a care plan to support you in the future, improving your standard of living and the direct care you receive.

Your records and how we use them

We record all of the information about you confidentially on our clinical system. Keeping healthcare records is important as they help to:

  • record important clinical information
  • help health professionals to care for you
  • and improve public health and the services provided within the community.

Information used will include your name, address, GP details and telephone number, diagnosis, medications, allergies, care referrals and details about your specific care plan.

The Care Coordination System combines all your clinical and social care information into a single record so that your care professionals can understand the full context of your needs, independently of whether your care is provided by your GP, in hospital or in your home. It also enables you to access all your records in a single place via our patient portal, and for data to be added to your record directly from home monitoring devices, which is an exciting modern way of keeping you safe and cared for in your home. All of this data is stored in a highly secure data centre within the UK, and a full record of all access to your data is maintained.
We will only share information about you with your consent unless required by law or if the data is anonymised. Access to your information is strictly controlled and only team members involved in your care, managing a clinical incident or investigating a complaint are allowed to access your records. In order to ensure confidentiality, all access to the information held by the Care Coordination Centre is ‘monitored’ which means we can see who has viewed your records. You will have control of your information with the ability to see who has accessed it and why.

Can I access my records?

In compliance with the Data Protection Act 1998, Virgin Care will provide you with access to your health records upon request. If you would like further information or a copy of your records, you can either speak to the healthcare professional that is caring for you or contact:

Information Governance
Virgin Care Limited
6600 Daresbury Park
Cheshire WA4 4GE


Telephone: 01928 242932

What if I have a concern?

We are committed to providing you with the best service possible. We are always looking for ways to improve the service and would like to hear your comments, compliments or complaints.

If you would like to make a complaint, please speak to a member of the team caring you in the first instance. Alternatively, you can speak to Virgin Care’s Customer Services Team by calling 0300 303 9509 or writing to:

Customer Services
Englefield Green Health Centre
Bond Street
Englefield Green
Surrey TW20 0PF

The full complaints process is in our ‘What if I have a concern?’ leaflet and is also online at If you would like any help, please speak to a member of staff in the service.

Useful Links

East Staffordshire Improving Lives Information Guide

East Staffordshire Improving Lives Opt Out

What is the Improving Lives Programme?

East Staffordshire CCG – the organisation led by local GPs and responsible for planning and buying health services for people who live in East Staffordshire – took the decision early in 2014 to focus on helping people to be healthier for longer and helping those people with long-term health conditions to take more control over their own care. This work became what we now call Improving Lives and is focused on supporting the residents across East Staffordshire with long-term health conditions and older people who need extra support. East Staffordshire CCG chose Virgin Care to manage and run Improving Lives. This means Virgin Care is now responsible for delivering all the services included within the programme for people who live in East Staffordshire. Beginning in May 2016, the programme is expected to be fully up and running later in the year.

The Improving Lives Programme will bring together organisations within the health and social care sector including our teams in the GP Surgeries, Acute Hospitals, Community Care and other areas. Greater integration will improve the way in which you receive services and may also identify and support any additional needs. At the centre of this is the new Care Coordination Centre where a multi-disciplinary team including a GP and community matron will access your information to help direct you to the most relevant service, improving your standard of living and the direct care you receive, with the added development of a care plan to support you in the future. Your information will be shared with this team to improve the delivery of your care today, and plan for your future health and social care needs.

Find out more

I was treated with great care and understanding. The care I received was second to none; everyone was so lovely.

Sapphire Ward, Gravesham Hospital