Joy Social Prescribing Platform

What does Joy stand for?

It’s not an acronym. Joy seemed appropriate like an appropriate word since social prescribing is so positive.

What is the name of the company that created / manages Joy?   do they work on other projects / what are those projects?  do they have a community mission statement or similar?

The name of the company that created Joy is Pungo Ltd.  You can find out more about Joy’s beliefs here: https://www.thejoyapp.com/about. Joy’s aim is to do their part to increase average UK live expectancy by 10 years through social prescribing.

How to access it? (App, Website, explanation)

 The Joy Marketplace can be accessed via the website and has open access to all and individuals can self-refer – here is the link  https://services.thejoyapp.com/

 Is it only available to access when Joy links with clinical systems?

 No, the marketplace can be accessed by anyone via the website, if your GP practice uses the Joy clinical management system then the marketplace can integrate with clinical management systems to support GP direct referrals.

Have you got to access Joy through your GP?

 No, anyone can use the marketplace.

There is a GP App that links into the clinical system that GPs can use, this is not public facing. GPs would need to agree a pathway with the service provider, we already have a pathway for GP direct referrals in Joy for Livewell and Live Life Better Derbyshire.

 What if the patient self-referring has high needs? What protection is there for the activity provider?

 Joy is a conduit; it is the responsibility of the provider to run their own eligibility assessment. Joy supports this by enabling multiple self-referral options which services can choose from, including a tailored referral form in Joy or a link to an external form created by the service.

What is the minimum information that is required to create a service entry?

An email address and a location for a signposting entry.

How do I create a full, new service entry on the Market Place?

More information will be required to complete a full-service entry to provide information to individuals searching service entries. You will need to complete the following steps:

• Create a Joy account via the website
• Click new service button (top right of screen)
• Then complete the following information
• If it is paid or free
• Title
• Detailed description
• Website link
• Service access criteria
• Categories
• Waiting times in weeks
• Key words that are searchable
• Location (Post Code)
• Any images/photos
• Contact details
• The service entry can be Public and open to all (whether signpost only or with a referral pathway). It can also be unlisted if the provider does not want ti to appear in public search results.
• Click “Post Listing”

The listing will be reviewed and approved/declined, usually within 48 hours.

How can I get support to create a service entry on the Marketplace?

Joy run regular “Intro to Joy Marketplace” sessions to help get the most out of the directory. If you would like to attend one, please email the Joy Team at the following email address support@thejoyapp.com There are monthly “onboarding” sessions for service providers to outline the benefits of the Marketplace and walk them through how to create a service entry

How does a member of the public or a provider add a service entry to Joy?

There is an add a new service button on the Joy website or a link here https://share.hsforms.com/17Ezk-c84TLq_sk2paTmXpQ59qgq

My service isn’t listed why might that be?

There are two options when a service is added to the marketplace, listed or unlisted, it could be that the entry is unlisted or suspended. This would make the information private and not searchable. Contact the Joy team to change the listing status support@thejoyapp.com 

What if a service has reached full capacity?

Service providers can freeze their entry and include a note on the listing about waiting times.

Can a service entry be suspended or deleted?

Yes

1. The service provider can either delete the service entry or temporarily suspend the listing, for example, if demand is high and wait times are long. Alternatively email support@thejoyapp.com to request this.
2. If after the AI scan of websites of service entries, changes are identified, the service provider is sent an email reminding them to edit their service entry and confirm they have made these. The service entry is suspended until the service provider confirms or edits the record.
3. If a service declines five referrals in a row Joy sends the provider an automatic reminder email and pauses the listing.

What does signposting mean to a member of the public? Information and contact details for a service provider without a referral process. Then the individual should make contact directly themselves through these details.

 How can smaller service providers create a service entry?A “signposting” entry can be created telling people how to contact you. This needs an email address and a Post Code location of the activity to help signpost. If smaller groups are more informal and therefore do not have a website, they can still add a listing on Joy in the same way as larger organisations to be able to provide more information to the public and increase access, if this is appropriate for the group.

How are service entries kept up to date?

There are two ways Joy proactively supports this:

1. There is AI that will scan the websites of service entries to check for updates and changes. If changes are identified, the service provider is sent an email reminding them to edit their service entry and confirm they have made these. The service entry is suspended until the service provider confirms or edits the record. This remote checking will include contact details.
2. If multiple referrals/self-referrals made via Joy are not responded to by the service provider, the service listing is suspended, and an email is sent to the service provider requesting that they confirm they are still operational to put the listing live again on the Joy website.

How do I know that service entries are up to date?

This is the responsibility of the service provider, but there are certain mechanisms in place to support the provider such as auto prompting and AI scanning to scan the website and update the information automatically.  If a service declines five referrals in a row Joy sends the provider an automatic reminder email and pauses the listing.

How do I know that signposting links are up to date?

Without a website linked to the listing, the AI checking program will not run for this listing and identify changes. There will be a 3 monthly manual check of these listings to keep them up to date as possible. If you find something out of date, email the support team support@thejoyapp.com Joy will suspend the listing and email the service provider to clarify if they still want to be listed and are operational.

Can you social prescribe yourself / make self-referrals?

On the website you can find information about services and activities without going to your GP and you can self-refer directly.  If you would like to find out more about your local social prescribing team have a look at the below spreadsheet.

SPLW Contact List

xlsx, 900.76 KB

Download

 What if a service provider does not respond to someone self-referring?

Joy sends automatic email reminders to services about referral they have not responded to. If a service does not respond to a referral within 30 days Joy automatically declines the referral. If multiple consecutive referrals are not responded to, Joy will suspend the listing and email the service provider to ask them to confirm they are still operating.

 Can you report something out of date in the service entries? (e.g. a service that has finished / temporarily stopped?)

If you find something out of date, email the support team support@thejoyapp.com Joy will suspend the listing and email the service provider to clarify if they still want to be listed and are operational.

Can you search for offers only available by public transport?  Or can you see very clearly where the sessions are based?   (So, you can plan your own transport via public transport)

This relies on the integrity of the data.  A postcode is required, and the listing will show the distance from the postcode provided by the service provider.

 Can you search for Free offers only?  (As opposed to paid). 

Yes, there is a filter for this.

 Can you search for offers under certain amount of money?

You can filter for free and paid, Joy only tends to include low-cost services

Can you search for offers of women-only sessions?

No – there is not currently a filter for this.

Can you search for offers that are Remote only, on Teams / Zoom or similar?

No, there doesn’t seem to be a demand for this at the moment, but Joy is open to developing the site should the demand increase.

How is the marketplace different to other community directories such as Derbyshire Community Directory?

Joy has the potential to link with GP clinical systems this is really the unique selling point.  Joy also has some modern tech features utilising AI to update entries.  Joy would like to work in collaboration with other directories, as Joy is compliant with the Open Referral UK data standard there is potential in the future for databases to feed into each other and update changes collectively much like when you book a holiday online.

Can information from Community Directories be added to the Marketplace?

Spreadsheet of information can be updated, and an automatic email is sent to each provider to check that they want to be part of the marketplace.  Monthly onboarding sessions for service providers. Once a listing is live it is the responsibility of the service provider to update it.

Joy run regular “Intro to Joy Marketplace” sessions to help get the most out of the directory. If you would like to attend one, please email the Joy Team at the following email address support@thejoyapp.com There are monthly “onboarding” sessions for service providers to outline the benefits of the Marketplace and walk them through how to create a service entry

In the meantime you can find out more about Joy for community organisations here – https://explorejoy.co.uk/Welcome-to-Joy-84509402ab144614bfda06dc6b5a0727

I do not have time as a Social Prescriber to add new service entry records to the Marketplace. How can that be promoted to Service providers, so they add themselves?

If Social Prescribers or other individuals have details of service providers, perhaps through a Community Directory or other publicly available information, this information can be cleansed and collated on a spreadsheet and uploaded/onboarded to the Marketplace. A link will be sent by Joy to the service provider to claim the service entry and then be able to edit it as required. If the service provider does not wish their service to be on Joy, they can email support@thejoyapp.com to request it be removed.

For service providers that Social Prescribers refer to regularly here are the benefits for the service provider to register on the Marketplace.

Top reasons to promote your service on Joy Marketplace:

1. It’s free! There is no cost to you for using the Joy Marketplace to promote your service to local communities and professionals like GPs and Social Prescribing Link Workers
2. You can ensure quick and easy referrals reach you, always containing the information you need to assess the referral and support the client
3. You get access to some powerful data to support funding bids and business cases

You can request The Joy Team to add your service by filling out this form – https://share.hsforms.com/17Ezk-c84TLq_sk2paTmXpQ59qgq

How do I raise a question/query about the Joy system?

Support from Joy support at the joy app email address support@thejoyapp.com this is always monitored.

What are the response times back from the support team?

Usually within 3 working hours Monday to Friday.

What if a patient self-refers and the provider does not contact them?  How confident can the user feel when making a referral that the provider will respond?

 That is down to the service stats and the response times. Joy encourages service providers to include as much information as possible about response times, waiting lists etc

Is there any feedback about whether the patient has accessed the service following a referral?

All referrals that go through the Joy referral process trigger an automatic email to be sent to the service provider to ask if the patient attended. Any response feeds into the insight’s dashboard and attendance statistics.

Should Social Prescribers get a confirmation of referrals?

This depends on how the individual referred interacts with that service. Initially the Social prescriber will be in discussion with the individual referred. The referral opens a communications channel with the service provider through which Social Prescribers can receive feedback and make enquiries about the individual referred and their engagement and confirmation that they attended. The individual once they have attended will be asked to score the service provider and whether the service met their needs.