The present evaluation of SNELCAS highlights several key findings. Overall, SNELCAS is effective in improving patients’ physical health and quality of life, with significant gains in self-care, usual activities, and a 10% increase in self-reported health status. Patients praised the service’s emotional support and empathy from specialists, which helped them feel understood and reassured. Practical tools like the Living With app and peer support groups were highly valued, as they reduced isolation and empowered patients with self-management strategies. However, gaps in communication and follow-ups left some patients feeling unsupported, especially during long waiting times for referrals and unclear updates. Suggestions for improvement included regular check-ins, better appointment reminders, and more personalised care pathways.
For staff, SNELCAS is generally a positive working environment, with effective referral processes and good administrative support. Areas for improvement include enhancing communication with GP practices, addressing hybrid working challenges, and providing additional System One training/integration. Staff also noted inconsistencies in advice and accessibility issues, recommending more face-to-face support and communication.
External services received some mixed feedback, but were overall quite positive. While services like CAB, creative health interventions and Sport for Confidence provided valuable support, others like KiActiv and the Living With app could be improved by simplifying content and offering in-person onboarding. Greater personalisation and consistent evaluations would help ensure these services meet patient needs effectively.
Our recommendations, outlined in the final section of this report, are summarised succinctly below:
1. Increase outreach to diverse communities through partnerships with local organisations and targeted community engagement.
2. Provide cultural competence training for staff to improve trust and communication with underrepresented groups.
3. Regularly monitor referral data and adjust outreach efforts to ensure equitable access.
4. Tailor 6-week self-management sessions by symptom severity and individual needs.
5. Offer smaller group sizes for personalised advice and increased interaction.
6. Record and archive sessions for patients to access at their own pace.
7. Simplify session content and reduce cognitive demands with shorter, digestible formats.
8. Introduce regular clinician-led check-ins every 4–6 weeks for consistent communication.
9. Develop a centralised patient portal for tracking appointments, referrals, and available services.
10. Automate appointment reminders and provide multi-channel follow-ups.
11. Assign care coordinators to improve continuity of care and follow up on outstanding referrals.
12. Expand peer support opportunities with bi-weekly sessions and moderated online platforms.
13. Standardise virtual meeting protocols and hold regular in-person team check-ins to improve staff collaboration.
14. Provide additional System One accessibility and centralise referral forms for administrative efficiency.
15. Conduct independent evaluations of external services to align patient experiences with supplier reports.
16. Simplify external service processes and offer in-person onboarding to improve usability.