Walking with the Wounded

The challenge

In 2019, Walking With The Wounded (WWTW) introduced a new Care Coordination (CC) programme. The CC programme connects service people, veterans, or family members of service people to a paid Care Coordinator to help UK veterans reintegrate into UK society following military service. WWTW wanted to understand the primary outcomes of the Care Coordination pathway. They needed support for building an outcome survey to provide the basis for a monetary estimate of the economic benefits received by beneficiaries.

NPC’s approach

We adopted a 4-stage approach to estimate the added value of the CC programme, starting with creating a theory of change (ToC) for the CC programme.  We facilitated a half-day workshop with key WWTW staff and stakeholders and used the feedback to draft the ToC.

This theory of change drove the development of an outcome survey which asked for CC users’ views about the extent to which outcome was achieved for them. To create this short outcome survey, we drew on established practice in outcome measurement and public service use and provision. We analysed the 806 responses across 4 points of time–before, during and 6 months and 12 months. The analysis included a quantitative view of multiple wellbeing measures and the role CC played in improving their wellbeing. The qualitative analysis focused on how quality of CC services varied across different user vulnerabilities and the viewpoints behind positive or constructive feedback for CC.

This was followed by the economic quantification which consisted of measuring the quantitative value of users’ sustained wellbeing increases over time, discounting for the extent to which this could be attributed to the CC programme. We also used the data for a cost-benefit analysis of running the CC programme.

The result

Our analysis indicated the CC programme has substantial positive outcomes, with improvement made in the lives of service users across a variety of areas: life satisfaction; knowledge, use and trust of care services; and ability to deal with challenges. The data also shows the results are largely sustained 6 months after the programme ends.

The majority of service users are positive about the quality of the service, praising the level of support, quality of staff, and improved outcomes. Some service users indicate they would like better follow-up or more extensive support.

Although it is difficult to determine the extent to which these positive outcomes can be attributed to the CC programme, both service users and care coordinators consistently indicate the programme plays a role. Through a break-even analysis and the calculation of the monetary value of wellbeing, we estimate a break-even point at an attribution value of only ~2%. This low value indicates that it is highly likely that the CC programme’s value vastly outweighs the cost.

We made the changes as part of the process with NPC. Now we’re happy with how we measure impact and need to keep this up.

Director of Operations (Walking with the Wounded)