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Walsall Connected Annual Report - Year Four Case Study: Walsall Healthcare Island

Support for Digital My Pre Op

Background

The Pre Assessment Clinic contacted Walsall Healthcare Island requesting support for an older patient who needed help completing his online My Pre Op assessment form. The patient, in his 70s, is dyslexic, takes 18 daily medications and does not own a smartphone, making the digital and written requirements of the form overwhelming for him.

Support provided

  • Digital and form-filling support: A member of staff brought the patient to the Island. Due to dyslexia and difficulty recording extensive medical information, he required guided support to complete the online assessment accurately. The team assisted him in entering his medications, past procedures and other required details.
  • Practical guidance for wider issues: The patient mentioned ongoing concerns about a neighbour. He was provided with the Community Protection telephone number for advice and support.
  • Emotional reassurance: Staff reassured the patient, who felt embarrassed about his dyslexia and past lack of support. The environment allowed him to complete an essential healthcare task with dignity and understanding.

How residents benefit from Walsall Connected support

  • Inclusive digital help: Residents who struggle with reading, writing or digital access are supported to use essential healthcare and Council services.
  • Reduced anxiety for vulnerable individuals: Staff provide patient, one-to-one assistance that makes complex or technical tasks manageable.
  • Holistic support beyond digital tasks: Residents can also receive signposting to community safety, financial and wellbeing services when additional issues arise.

Outcomes

  • The patient successfully completed his pre-operative assessment form with full support.
  • He left feeling relieved and supported, and confident that the information submitted was accurate.
  • He expressed gratitude, saying he would not have been able to complete the process alone due to dyslexia and the complexity of his medical history.
  • He gained reassurance knowing the Island is a place he can return to for future help.
  • He received clear guidance on who to contact regarding his neighbour concerns.