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Turning point uses Electronic Transfer of Care process
News //03-09-2021

Turning point uses Electronic Transfer of Care process

by Junaid Jawed, Senior Customer Advocacy Executive

Founded in 1964 by Barry Richards as the ‘Camberwell Alcohol Project’, Turning Point have a long history of turning lives around. From a single base in London, they are now a leading social enterprise, providing health and social care services in over 300 locations across England and Wales.

They work with people who need support with drug and alcohol use, mental health problems, offending behaviour, unemployment issues and individuals with learning disabilities. They provide high quality person-centred services and are dedicated to making a difference so that people can lead the life they want.

As a third sector organisation, they knew they needed to bolster a key aspect of their administrative procedures by improving the way they send clinical correspondence to GP practices.

Facing the issue

The pandemic further demonstrated the need to update document sharing methods. Turning Point support very vulnerable individuals and it is essential to have instant access to relevant patient information, as well as quick access to new information from teams. The objective was to improve the auditability and visibility of the document journey.

Given the nature of their work, security and confidentiality is critical as they have an obligation to maintain the safety and integrity of clinical documents. They needed a solution that offered reassurance that confidential documents would be protected, transparency about where they were in the process, alongside a degree of agility to ensure a level of resilience to external changes.

A Unified Approach

Docman Connect offers complete visibility and allows the sender to track the document journey. This transparent approach proactively monitors all touchpoints to help identify any reasons for delays, process system rejections and ensure they are returned to the sender. The system succinctly bridges the gap between their operational and clinical teams and helps them to stay connected. Advanced enabled them to maintain a cohesive format through its open Application Programming Interface (API). Integrating seamlessly with their system, it allows them to send clinical correspondence into GP practices’ workflow system of choice.

Safety First…

Docman Connect ensures all clinical documents are encrypted when sent and decrypted when received, to maintain a secure electronic transfer of care process. This is important to as the margin for error is slim in the sector that Turning Point operate. Gayna Williams, Executive Assistant at Turning Point comments, “Docman Connnext is proving to be very effective, offering a shield of security and confidentiality where it is most needed”

A Safety Blanket…

With the implementation of Docman Connect, Turning point credit Advanced as we made sure that they were supported at each step of the process and bolstered their confidence through ensuring on-going support from their Account Manager.  Furthermore, by providing a dedicated Support Team and a 24-hour Customer Portal it also meant that all product-related queries are quickly resolved.

Gayna comments on the installation phase, “it is rare to find organisations that are willing to provide adequate levels of support during a product launch as part of a package, but the reassurance and assistance really shaped our relationship with Advanced. Clear communication was a vital element of the product going live successfully – from organising and cascading training to launching Docman in a new service. All the help provided a cushion for go-live and alleviated any implementation jitters. Advanced made themselves available throughout our journey with them, and Docman Connect is now an integral part of the clinical administration regime at Turning Point.”

Work Smarter

After implementing Docman Connect in September 2020, Turning Point currently use it to send in excess of 23,000 documents. With Docman Connect, they now have a more cost/time efficient system in place which in turn allows them to make better use of their people resources. Reporting plays an integral role and to collate large amounts of data and have it synthesised and transmitted into a single document promptly is a real benefit to their team.

Gayna concludes, “from an operational perspective, one of the best features of Docman Connect  is the comprehensive reporting functionality - that’s a real game changer for us.”

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Junaid Jawed

Junaid Jawed


Senior Customer Advocacy Executive

Junaid joined OneAdvanced in August 2018 and plays a crucial role in shaping our overall customer advocacy strategy. He works closely with the wider business in implementing a customer focused approach and is passionate about doing what's right for our customers. Junaid is dedicated to curating a customer-centric culture and works fearlessly in delivering initiatives to achieve it.

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