ICE Overview of Services 2015 NHS England

1. Specially prepared for you by team
Nurturing
brand
growthmake
better
happen

2. ICE is a marketing, communications and engagement
specialist that delivers social change strategies for
health and social care organisations.
• We are pioneers of social change at individual, pathway and
community level: delivered through insight based
communications and engagement. Over 50 specialists work
with organisations to connect with patients, citizens and
stakeholders to change attitudes and behaviour and drive
sustainable change within the communities they serve.
• ICE specialise in changing behaviour for the better.
• It’s what we do and it works. We use our ‘people-shaped’
methodology so that clients achieve real and tangible outcomes.
• We have over 15 years experience of working with over 100
health and social care organisations.
• Our approach works; our team has won numerous awards for
pushing the boundaries of what’s possible.
About ICE Creates

3. We are able to offer a range of services to support health and social care commissioners to deliver high
quality projects and campaigns.
Services
Design and Print
• Design and branding
• Graphic visualisation and
recording (rich picture)
• Print and merchandise
Marketing Communications
• Research and insight
• Strategic communications
• Social marketing and community
activation
• Film/animation production
• Marketing evaluation
Engagement
• Health and lifestyle interventions/
outreach
• Social media pathways
• Patient experience tools
• Patient and public engagement
events
• Co-Creation and co-design
Digital
• Websites
• Digital and social media
• Interactive software
• Bespoke web applications
• Intranet /extranet

4. Clients

5. The Patient Experience Challenge
How to embed’ ‘experience’ into
commissioning decisions: In primary,
secondary and community care
How to increase the volume and
diversity of patients sharing their
experiences
How to feedback responses,
improvements & changes
The ICE ‘SO Experience’ Model
• We create and deliver interventions so that local patients want
to talk about and share their experiences of local services with
you and your providers.
• We target seldom heard groups by generating conversations in
their preferred style using our ICE INSIGHT DECK.
• We convert opinions into active participants in decision
making and reducing the risk of challenge and reputational
damage.
What results can you expect?
• A substantial increase in the population ‘actively’ providing feedback about local services
• Real time hard and soft data reporting to inform plans and contracting value drivers
• Full compliance with statutory requirements and best practice

6. The Patients in Control Challenge
How to involve people in decisions
about their own care
How to create self care networks
and involve careers
How to support clinicians to ‘prescribe’ self
care, self management and access
non NHS services
How to integrate self management into
discussions and ongoing lifestyle change
The ICE Pathways for Life Service
• We recruit, train and support patients with long term conditions to
actively contribute to discussions and decisions about their care.
• Our digital personalisation tool PUFFELL connects people to each
other and to support services to proactively stay healthy for longer,
change their lifestyle and manage their health and care support
(reducing their reliance on traditional services).
• We connect services together so individuals and clinicians can be
signposted or prescribe a passport for non clinical interventions
and alternatives.
• We develop proactive and targeted campaigns to encourage
patients to take ownership of their own health and adapt their
behaviour and subsequent use of services.
What results can you expect?
• Real time access to how patients and citizens are managing their health and well being
• ‘Live’ intervention opportunities to support patients before they need clinical services
• Measureable cost avoidance initiatives directly linked to practice populations and providers

7. The Patient Engagement Challenge
What results can you expect?
• A proactive and sustainable patient/citizen inclusion in strategy that can withstand scrutiny.
• A strong evidence base to support the integration of health and social care services.
The ICE ‘SO Change’ Service
• We interrogate relationships to understand what’s working and
what isn’t and why.
• We proactively target those who are most reliant on services and
resources.
• We bring the public and professionals together to create a shared
but achievable vision.
• We look at the whole person to understand health and social
determinants on access and choice of services. Patients are
educated and supported to add real value to change programmes.
• We capture, co-create and co-design using innovative and proven
methodologies.
• We create continuous dialogue: gathering insight, working with
professionals to use it and feed back to the communities they serve.

8. Marketing Communications Services
Strategic planning
Copywriting
Graphic Design and Illustration
Print and Merchandise Services
Film and animation production
Our team of marketing communications specialists can support you to create
high impact content and designs that connect with your audiences.
• Our in house team of writers and designers are able to provide art working
services for individual pieces of design and print, or create new brands
from scratch.
• We are comfortable working within brand guides and are up to date with
the latest NHS guidance.
• We source imagery and merchandise and will produce a range of
conceptual ideas and print options for you to choose from.
• We offer film and animation services from scriptwriting to storyboards,
production and editing.
• Our quality control procedures include internal proof reading measures
and we work hand in hand to deliver a high quality output. We are
committed to meeting timescales and budgets and will work with you to
define the scope of any project from the outset, so that you can be
confident of achieving your project objectives.
What results can you expect?
• Campaigns that connect with people making a demonstrable impact
• Creative options for copy, design and print

9. Outreach Services
Ideas for interventions based on
experience and insight
Planning, scheduling and delivery of face
to face interventions in communities
Production of materials and merchandise/
stock management
Staff trained in motivational
interviewing/NICE guidelines and
workforce competency standards
Full evaluation reporting against KPIs
Our health and lifestyle services team create and deliver interventions
with a wide range of communities across the Country.
We take time to understand your brief and review insight to understand
why people think and behave the way they do, before
we create an intervention method that works for a specific
audience group.
We deliver a full range of interventions options; from basic promotional
work through to clinically approved intervention methods.
The majority of team members work full time as permanent health
advisors, working with people from all walks of life, every day. They
specialise in out of hours and working with marginalised and
excluded groups.
We are outcomes driven – it’s part of our DNA.
What results can you expect?
• High quality interventions that take individuals through change
• Fully briefed and trained staff
• Robust evaluation and recommendations

10. Insight
Our behavioural insights team delivers research
and recommendations for organisations that wish
to make decisions based upon an in depth
understanding of why people think and behave the
way they do.
Services: Behavioural analysis, feedback and
testing, intervention development and delivery.
Communications
Our creative and communications specialists build
messages, brands and conversations that support
organisations to connect with people from all walks
of life.
Services: Branding and design, multi-channel
content, social activation campaigns, outreach and
community interventions, social media pathways.
Engagement
Our engagement and change specialists help
organisations to leverage their relationships, work
towards common goals and drive sustainable change -
inside and out.
Services: Audit and co-design tools, co-creation and
visioning events, stakeholder mapping and
management, advocacy and self-management
programmes.
ICE supports NHS transformation and integration
We make better happen for individuals, communities and organisations.
The world of health and social care is changing and so are we. ICE specialise in making better happen. We have
adapted our ‘people-shaped’ methodology and expertise in design, marketing and engagement to support the
changing needs of health and social care commissioners and their partners.
Systems thinking
Our system and organisational design specialists work
with organisations that want to mobilise their people
and systems to drive improvements in quality,
efficiencies and innovation.
Services: Audit and data analysis, behavioural
modelling, pathway and system redesign, values based
culture change, leadership development.

11. As a team, we have a passion for creating effective marketing communications, using insight, creativity and
innovation, combined with a robust approach to project delivery. As a values-led collective, we are passionate about
the relationships we have with our clients and we always strive to provide a first class, client-focused service.
Why ICE
Creativity - Connecting with people to drive change is the
cornerstone of all our work. It’s what we do and it works. We use
our expertise of understanding our audience through insight to
design solutions that are proven to really make an impact.
Innovation - We regularly and proactively look for new ideas
and ways of engaging people and have delivered successful
projects that involve non-traditional approaches such as viral
films, apps, appreciative enquiry, road shows and infographics.
Tailored to the right channel, all of this creates additional
interest from stakeholders and the target audience segments that
we want to engage - so your budget works harder for you.
Quality Support - We have a strong heritage and track record
of working in and with partnerships, and we use a wide range of
co-design and co-creation skills to ensure that our programmes
are valued internally and externally. Engagement and shared
ownership is inbuilt into our solutions.
Effective implementation – Our blended account
management model means that you will benefit from strategic
thinking, creative direction and strong project management, but
only pay for them when you need them.

12. Call: 0845 5193 423
Email: heidi.king@icecreates.com