Glasgow City Health and Social Care Partnership (HSCP) is launching its innovative Complex Needs Service on 14 March 2022.

Complex Needs is a brand new model that will provide a specialist, highly personalised service for individuals presenting with multiple and complex health and social care needs who aren’t able to engage with mainstream services in Glasgow. The Complex Needs Service will be the interface between Homelessness, Alcohol and Drug Recovery Services, Mental Health and Justice Services in Glasgow City. 

The move to the Complex Needs Service comes after the Homeless and Asylum Health Service were required to quickly adapt to the challenges from the Coronavirus (COVID-19) pandemic.
An assertive outreach model was established within the Homeless and Asylum Health Services; moving away from the clinic-based approach and significantly reducing the footfall through Hunter Street. Due to the level of risk and complexity of the client group, face-to-face contact was increased during the COVID-19 pandemic and a Red Amber Green (RAG) system was established to ensure that appropriate assessment and response time were in place in relation to level of individual risk.

In addition, in 2020 over 600 newly homeless people were accommodated in hotels while dealing with ongoing pressures in finding homes for asylum seekers. The team also established a daily health care clinic including a response to complex wound care and a new patient clinic offering same-day access to assessment and treatment. The team delivered over 200 flu vaccinations, over 300 Naloxone supplies and 300 pay as you go mobile phones to service users.

A COVID-19 vaccination programme was also delivered, in conjunction with commissioned services, across 50 homelessness and asylum accommodation sites. This resulted in over 550 first dose vaccinations with a further schedule of over 370 second doses vaccinations administered equating to over 70% second doses captured.

Throughout the pandemic, it was recognised that the response by the Homeless and Asylum Health Services to this high-risk population achieved positive and sustainable outcomes with increased engagement, service retention and a significant decrease in risk.
The Complex Needs Service will now replace the Homeless Health Service model, including criteria, and moving forward the service will focus on complexity and risk rather than homelessness status alone. The new model has been complimented with increased resource resulting in a team of around 55 highly dedicated and committed staff.

The new Complex Needs service model will continue to listen to the views and experience from individuals with lived experience, which will help shape supports and future developments.

A workforce implementation plan has already been completed, which has amalgamated the separate teams into a single intradisciplinary team, offering improved wrap-around care for service users. 

Pat Togher, Assistant Chief Officer Public Protection and Complex Needs, said: “The new Complex Needs Service has evolved during a period of unprecedented challenges associated with the Public Health emergency. The team have demonstrated resilience, commitment and the skill set necessary to support those presenting with multiple and complex care needs. This service will remain under review with key partners participation including those with lived experience ensuring a culture of continuous improvement. We look forward to reporting on the impact of this service and would like to thank the team for all their efforts ensuring complex care support remain accessible to those who require it.”   

Read more about the new Complex Needs Service.