Celebrating five years of the Community Wellbeing Hub: a journey of impact and innovation

Today (Friday, 28 March), we marked the fifth anniversary of the Community Wellbeing Hub (CWH) - a day of celebration and reflection on the incredible impact it has made. From its very beginning, the hub has achieved so much through one key principle: collaboration.

What started in March 2020 with six organisations has now grown to an invaluable partnership with no fewer than 37 partners. The CWH is a collaborative initiative that has transformed the way health, social care and third sector organisations work together to support the BaNES community. 

Over the past five years, the hub has grown by adapting to emerging challenges and consistently finding innovative ways to provide essential support to those in need – from Covid to support for Ukrainian refugees and the cost-of-living crisis. Since March 2020, the CWH has received over 32,000 referrals and supported more than 15,000 people in BaNES.

A look back in time

Before March 2020, although there was an ambition to change this, there were limited options for communication and collaboration between health, social care and third sector organisations in BaNES. While support was available, a more integrated approach was needed to ensure that people received co-ordinated and effective, speedy support. 

Covid was the catalyst and the ‘burning bridge’ that enabled this change. 

"It's amazing to think that on a Sunday morning, under the cloud of Covid, the origins of the Community Wellbeing Hub were born. From such a challenging time emerged something truly remarkable - a powerful collaboration. What began as a fight against an invisible threat grew into a strong partnership of over 30 organisations, working alongside BaNES Council and the NHS to change lives. 

 

I am proud that RIVIAM could provide the platform to connect them all, enabling seamless support for those in need. This journey has already made such a difference and I look forward to the next stage of the Community Wellbeing Hub's journey." 

 

- Paul Targett, CEO and Founder at RIVIAM Digital Care

From crisis to collaboration: how the Pandemic sparked the CWH 

In March 2020, as the UK and many other countries entered lockdown, the CWH was born out of necessity. In response to the crisis, a new way of working was developed, uniting 6 partners from health, social care and the third sector (BaNES Council, HCRG Care Group (former Virgin Care), Citizen’s Advice BaNES, Bath Mind, DHI and 3SG), working together using RIVIAM. 

We rapidly augmented and extended our referral management services already used in BaNES to enable a secure multi-agency approach.

With the support of 2,500 volunteers, the CWH played a vital role in providing food, medication, welfare visits, mental health support and financial assistance to those most in need. This rapid response demonstrated the power of collaboration and set the foundation for a more connected and efficient support network that continues to thrive today.

“It’s been such a privilege to be involved with the setup of the hub and to see it go from strength to strength. I remember vividly partners coming together to work through evenings and weekends in March 2020 to set up processes that could support our community to remain safe and well in the pandemic and to provide urgent responses across a whole spectrum. 

 

What has been amazing is to see that, whilst thankfully we’ve moved away from the pandemic, the hub has just kept developing - offering a joined-up approach and now focussing on prevention as well as supporting urgent need across our community. I’ve not seen anything similar in other areas, long may the hub continue!"

 

- Jo Scammell, Managing Director Technology Enabled Care at Community Integrated Care

Vaccination and hospital to home support

As the nation rolled out its vaccination programme in 2021, the hub’s volunteers were deployed to support efforts at the Bath Racecourse and Pavilion. Additionally, the hub provided over 500 HELP packs and offered welfare calls to assist individuals transitioning from hospital to home, ensuring they received the necessary care and resources for a smooth recovery.

Supporting refugees and tackling the cost-of-living crisis

In 2022, the hub continued its vital work by supporting the Homes for Ukraine (H4U) initiative, providing welfare visits and assistance to those fleeing the war. At the same time, it played a crucial role in helping residents navigate the cost-of-living crisis, offering guidance and practical support to those struggling financially.

CWH at Royal United Hospital (RUH) Bath

With the establishment of a dedicated hospital team and a new space in the Atrium of the RUH, the CWH deepened its engagement with the healthcare system. In 2023, the introduction of RIVIAM’s OnWard Admission form and a dashboard for RUH staff further streamlined hospital discharge processes, ensuring patients received comprehensive, post-hospital support. Ward staff can keep track of referrals and their status on RIVIAM’s Hospital to Home dashboard. The dashboard creates online communication between NHS, social care and third sector organisations which reduces the need for phone calls and emails that cause delays and takes up time.

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“I'm really proud of the work we do in the RUH and the difference we make to patients and their families, it's amazing to be able to offer them such a wide range of support, to ease their transition from hospital to home” 

 

- Edie Allen, Community Connector at Age UK, RUH

Additionally, the hub took part in the Integrated Neighbourhood Teams pilot project, working closely with clinicians to support frail patients through a multi-disciplinary team (MDT) approach that bridges clinical care and community support.

"Thank you so much, this will make all the difference to me going home knowing I will have some food for a few days. It was something that was really worrying me" 

 

- Patient at RUH (Source: Jackie Maton, Community Connector at RUH)

Expanding Hospital to Home services

In 2024, the CWH expanded its discharge services into two community hospitals, Paulton Memorial Hospital and St Martins, ensuring a seamless transition for patients needing additional care. Plans are also underway to enable direct referrals from Primary Care Networks (PCNs), further integrating primary care with community-based support.

Since June 2023, the CWH has received 3,300 referrals and supported over 1,200 patients who are being discharged from hospital including the RUH, Paulton Memorial Hospital and St Martins.

Access to Shared Care Record via RIVIAM 

One of the most recent significant developments has been enhancing secure access to the BaNES Integrated Care Record (ICR) via RIVIAM, allowing authorised third sector organisations to connect more effectively with shared care records. This step forward ensures that providers have real-time patient information, improving co-ordination and continuity of care.

“We often hear that better co-ordination between GPs, health services, councils and voluntary organisations will transform people’s health and wellbeing. With the CWH, that vision is a reality. 

 

Over the past five years, RIVIAM - and I personally - have been on a journey with the hub to deliver the digital service that supports this multi-agency approach. It's incredibly meaningful to see the real difference it's making to people's lives in Bath.” 

 

- Claire Hopkins, Delivery Director at RIVIAM Digital Care

Read Claire’s learnings about how digital services like RIVIAM can enable transformation here.

A future built on collaboration and compassion

As the CWH celebrates five years of impact, it’s clear that its success has been driven by a spirit of collaboration, adaptability and a deep commitment to the wellbeing of the people it serves. The hub’s journey demonstrates what is possible when different sectors come together with a shared vision - to create a community where no one is left behind.

“It is hard to believe that the hub is now entering its fifth year. It has grown from strength to strength starting its journey during Covid with 6 partners it now has 37, offering a wide range of services. We believe that by working more collaboratively we can achieve better outcomes for residents in our area." 

 

- Dave Dixon, Chair of Partnership at Community Wellbeing Hub

RIVIAM is the digital enabler and partner that has enabled this to happen, and we’ll be a key part of the future as we continue to build on our services for the hub.

With continued innovation and partnership, the next five years promise even greater strides in delivering integrated, person-centered care that makes a real difference in people’s lives.

For more information on the CWH, visit communitywellbeinghub.co.uk.