Key findings from the Healthwatch Southwark report Appointment systems at GP practices are they working?
|
|
- Arnold Kelley
- 5 years ago
- Views:
Transcription
1
2 About this event Key findings from the Healthwatch Southwark report Appointment systems at GP practices are they working? What the NHS Southwark CCG is doing to support general practice services and how they are going to use the HWS report Reflections from the expert panel Q&A discussion Final reflections and next steps
3 Appointment systems at Southwark GP practices are they working? Aarti (Healthwatch Manager)
4 Why did we look into this? Top issue identified when we asked Southwark residents what should be our priority areas in 2017/18. Frustrations with appointment systems. Every practice has a different system. Time to wait for an appointment. GP Patient Survey shows Southwark performs lower than the national average when it comes to the experience of making or ability to get an appointment.
5 What we did Enter and View visits to every Southwark GP practice. We spoke to 550 patients registered with Southwark GP practices. We spoke to 50 receptionists (at least one from each practice) 39 Practice Managers completed an online survey. What is Enter and View? When trained authorised representatives visit publicly funded health and social care services to talk to service users, their relatives and carers, as well as staff.
6 Information we gathered Contacting the GP practice Understanding of appointment systems Booking appointments in advance Booking same-day appointments Clinical triage Extended Primary Care Service Receptionists asking about a The role of receptionists redirecting patients Support and training for receptionists Walk-in systems Alternatives to face-to-face appointments Use of Advanced Nurse Practitioners (ANPs) Pressures and challenges patient s condition
7 Today s focus Contacting the practice Understanding of appointment systems Booking appointments in advance Booking same-day appointments Clinical triage Extended Primary Care Service Receptionists asking about a The role of receptionists redirecting patients Support and training for receptionists Walk-in systems Alternatives to face-to-face appointments Use of Advanced Nurse Practitioners (ANPs) Pressures and challenges patient s condition
8 Our findings Information is purely based on what we heard from Practice Managers, receptionists, and patients. Not our intention to recommend the ideal appointment system, or to rank practices. Not reflective of all the views and experiences of all Southwark s GP registered population and practice staff. However, we did speak to a large sample of people, and had conversations with them.
9 Booking appointments in advance ( routine )
10 Time patients wait for advanced appointment 28% of people said they waited less that 1 week for their last GP appointment....the waiting time was about 5 weeks to see my Doctor and about 4 weeks to see ANY Doctor. By that time, any ailment will probably have cleared up or killed me! (Patient) 71% waited less than 2 weeks and 5% waiting longer than 4 weeks. Some people spoke to us about not being able to book appointments far enough ahead, for convenience....their booking system is the biggest problem, e.g. if you call on a Monday, they ll only offer you an appointment for the next Monday or they say there s no appointment and tell you to call back the next day at 8am, maybe then there ll be one for the Tuesday a week later. (Patient)
11 When practices release their advance appointments Significant variation in how far ahead practices release their appointments. 13 practices told us that they stagger the release of their appointments e.g. every few days of every few weeks. When I was told that there was a minimum 4 week wait, I was told to ring at 8am and then somehow there might be appointments available? I'm really not sure how that can be the case... (Patient) the practice release appointments at least 3 times a week which they call embargo appointments but are for when patients want to book an appointment sooner than 4 weeks (Receptionist)
12 Recommendations Practices should consider: If they are operating ideal ratio of same-day vs. booked-ahead appointment system. If their system for booked-ahead appointments is fit-forpurpose and that there is a rationale for the system.
13 Booking same-day appointments ( urgent )
14 Ease of getting a same-day appointment 42% of patients said they could always or usually get a same-day appointment Those who can get a same-day appointment mentioned need to call at certain times and difficulty getting through on the phone. You have to call immediately after 8am and redial repeatedly but all the slots tend to go within 20 minutes or so, before the surgery opens for face-to-face bookings. (Patient) There will not be any appointments in the day if they miss the morning call in times. (Receptionist) You have to programme yourself to get up and get an appointment. (Patient)
15 Recommendations Practices should consider when same-day appointments should be made available e.g. if two release times (morning and afternoon) might work for patients.
16 Clinical triage
17 When do practices use triage? One practice triages all patients requesting any type of appointments. Most often used when patients want a same-day appointment. There are two main ways triage can be used: In 16 practices, all patients requesting a same-day appointment are triaged. In 27 practices, receptionists book in patients requesting a same-day appointment up to a certain point, and then triage is used once all/certain number of appointments have run out.
18 Advantages GP decides in what order to talk to each patient based on description provided to reception. It can save GP time, as some patients can be dealt with quickly over the phone as it may not require them to come in to be seen. In-surgery slots are available for those that need them. The duty doctor calls urgent cases first and leaves sick notes and blood results to the end of the day. (Receptionist) They get an advisor to call you back to decide if you need to be seen that day. (Patient)
19 Disadvantages They usually do call back. It s ok what I want gets dealt with. [But] if it s a real emergency I don t want to have to have to wait for the GP to call me back to find out I ll get an appointment I ll just go to A&E. (Patient) Patients have to wait about for the GP to call them. Some practices specify a call time and others don t (e.g. if they call in order of priority). If triage requires a referral to the Extended Primary Care Service, this could involve another phone call. It just creates more work for everyone. Often I have to call the patient back a few times to get through and book them in [at EPCS], or the patient keeps calling back. One of the GPs just booked them in himself which is much easier, its just time-wasting otherwise (Receptionist)
20 Recommendations Practices should ensure they are carefully reviewing their triage system on an ongoing basis, from both a staff and patient perspective. NHS Southwark CCG and GP federations should explore the different triage systems in operation to determine: How practices can share learning about their triage systems. What systems work well and why. Whether practices should adopt any good practice identified. Practices and GP federations should consider how triage call-back systems could be improved from both a staff and patient perspective.
21 Extended Primary Care Service (EPCS)
22 Practice feedback - referring patients to EPCS Extent of use of EPCS varied significantly. For some practices, it is the only option for same-day appointments, for others it is a final option (when their own slots have run out). During our visits we notices that practice staff refer to the EPCS in quite different ways. The hub QHS A central hub location in North Southwark What is the Extended Primary Care Service (EPCS)? We have an EPCS in the north and south of the borough at Bermondsey Spa and at Lister Primary Care Centre. Patients who can t get an appointment at their own practice can be offered an appointment the EPCS. EPCS hub IHL Peckham overflow The Lister It is open 7 days a week, 8am 8pm.
23 Patient feedback - do they know about EPCS? 38% of people said they had heard of the EPCS, and 12% of people said they had used the EPCS. Comments were made about people s experience of the EPCS and about the promotion of the service. Some said they had never been offered the service when it would have been helpful. A practice would have to get past the receptionist first...i saw a poster about EPCS in the chemist. When I asked about it at my GP the receptionist said they knew nothing about it! (Patient) Please do check with all the GP practices, their websites, their literature and what receptionists are told to tell patients. I think you will find inconsistency. (Patient) Went to the Waldron Centre when I couldn t get an appointment. It was for my baby who was 5 days old. Would have been good to have been offered an appointment at EPCS. (Patient) Surgery NEVER give me this and tell me to go to Deptford walk-in, but to phone them first for an urgent appointment that day, or I go to King s A&E! (Patient)
24 Patient feedback - would they use the EPCS? 70% of people said they would use the EPCS. Heard 47 positive comments people saying it sounded like a good idea, or would be helpful. London is a 24-hour city I m pro that. (Patient) I d go because it provides for same-day when needed it doesn t matter who you seen then. (Patient) Heard 58 negative comments people mentioning the distance, travel, continuity. I was told to go to Bermondsey Spa but I was pregnant at the time. It was too far and my child needed to be collected from school. (Patient) I want to see my doctor as I find explaining each time to a different doctor draining. (Patient) The whole point is that the GP is local to me and the Lister isn t near to me at all. (Patient)
25 Recommendations The CCG and GP federations should monitor and evaluate the impact of the upcoming EPCS communications campaign. The CCG and GP federations should provide an update on their plans to look at flexibility of using either north or south service. The CCG and GP federations should investigate how the referral route to EPCS could be further streamlined. The CCG and GP federations need to review staff training around EPCS and explore further options to avoid: Inconsistent explanations about the service. Patients being referred to out-of-borough services. Patients feeling they have no choice. Not giving patients important information about EPCS. Inappropriate referrals being made
26 Receptionists asking about a patient s condition and why
27 Practice and patient feedback Majority of receptionists (37/44 practices) said that they do ask patients questions about their condition when they want a same-day appointment. 25 practice receptionists said that did not ask the reason when patients book appointments in advance. 40% of patients said receptionists have asked them about their condition, and 63% of patients said they did not mind if receptionists asked. Some patients said they didn t like this, feeling it is personal/private, feeling embarrassed, or findings questions intrusive. On the phone this works fine. But until not long ago patients at the desk had to answer personal questions with other patients hanging on every word. This has now been resolved by having patients queue up a yard or two away. (Patient) I understand why they ask it but things don t stay as hush hush as they should. (Patient)
28 Practice feedback why do they ask? Receptionists said they do this In many cases, only to give information to the triage clinician. So they can use the information to redirect patients away from same-day appointments, e.g. filtering out admin, seeing a non-gp clinician, suggesting routine appointment or another service. [We ask] because we have a wide range of clinicians pharmacists, CPN, doctors, nurses, HCA. Only the GP is triage though. (Receptionist) Anything meds related, we see if patient is aware we have a pharmacist on offer they can do minor ailments... (Receptionist) Reception triage even though we re not supposed to. (Receptionist) We do a little bit of triage though we re obviously not clinicians. (Receptionist)
29 Patient feedback why do they ask? Some patients spoke to us about how they thought this information was being used by reception staff: Enable better decision-making Allowed for patients to be prioritised Some implied that how you communicated the problem, would determine whether you get an appointment. I normally request appointments for a reason and know how to persuade the receptionists. I worry about people without the same level of confidence (Patient) Last week...i was able to communicate a symptom which triggered an emergency response and I was seen within two hours by the GP. (Patient) I think everyone who requests an appointment needs it; no need to ask why. (Patient) It is silly to be asked, you can just manipulate the system to be seen. (Patient)
30 Recommendations The CCG and GP federations should ensure receptionists training includes techniques for how to ask patients about their condition: Explaining to the patient why they are asking. Ensuring patients understand that they do not have to give this information. Practices should explore how privacy should be improved at the reception desk. GP Federations should consider providing guidelines for practices explaining under what circumstances receptionists might (or might not) suggest: Routine rather than urgent appointments Services external to the practice It should also be made clear at which point a clinician s decision is necessary.
31 Alternatives to face-to-face appointments
32 Patient feedback 72% of patients said they would accept a telephone appointment, 28% would accept an online video chat, and 21% would accept an online typed chat. Positive comments - convenience. I work full time so anything else would be good! (Patient) Negative comments language issues, preferring interaction in person, getting to know Doctor, poor hearing/eyesight, not having internet. Talking to a computer is not as quick, you can t express yourself and the urgency. (Patient) It might not be clear who is on the other side of the messenger conversation. (Patient)
33 Recommendations The CCG and GP federations should involve patient representatives as they explore alternatives to face-to-face appointments.
34 Summary
35 Summary Findings highlight the complex nature of appointment systems. Practices operate different systems each with own benefits and challenges. Not possible to recommend a one-size-fits-all appointment system. Appointment systems need to be flexible. Practices should offer different ways for people to book and receive appointments. Our recommendations reflect ways we think practices can do this.
36 What is NHS Southwark CCG doing to support GP practices and how will the Healthwatch report be used to inform this work. Caroline Gilmartin, Director of Integrated Commissioning Dr Emily Gibbs, Governing Body Clinical Lead
37 National context GP Forward View The General Practice Forward View published in April 2016 set out plans to enable clinical commissioning groups (CCGs) to commission and fund additional capacity across England to ensure that, by 2020 everyone has improved access to GP services including sufficient routine appointments at evenings and weekends to meet locally determined demand, alongside effective access to out of hours and urgent care services. Southwark CCG has commissioned this since November 2014 in response to local needs.
38 Local context Most people in Southwark report a good experience of their GP surgery (national GP survey), however: in Southwark the % of patients reporting very good or fairly good experience has declined in recent years there is variation in experience across practices, with patient experience falling below the CCG and national average for a number of Southwark practices. There is variation across practices when comparing QoF data (National Quality and Outcomes Framework). There has been an improvement in quality as a result of the CCG commissioning services on a population basis through GP federations (Population Health Management Contract). Patients who attend the Extended Primary Care Service (8am-8pm, 7 day per week) consistently report high levels of patient experience; however, general awareness of the service and how to access it could be improved. All but one practice in Southwark has received a CQC inspection. A summary of the outcomes to date are: 4 practices are rated as inadequate overall. 6 practices are rated as requires improvement overall 27 practices are rated as good overall 1 practice has closed Where improvements are required the CCG is working with practices, the LMC and to support practices with the implementation of their improvement plans.
39 What is the CCG doing to support practices in the areas outlined in the Healthwatch Southwark report?
40 Booking appointments (urgent and advanced) Healthwatch recommendations: To review the text reminder system and its impact on appointments where patients did not attend (DNAs), in order to determine whether it should be rolled out to all practices. To review the online booking system, to explore: The interface between patients booking online and the triage system (i.e. do people booking online bypass triage?) Whether the appointments patients see available online are the same as those available via reception. What types of appointments can be cancelled online (e.g. those booked online only, or regardless of where the appointment was made?) The above should then be shared with practice staff and patients.
41 Booking appointments (urgent and advanced) CCG s response All practices have access to a text reminder service funded by the CCG. Funding the extended primary care services in Bermondsey and Peckham which provide additional GP and nurse appointments 8am 8pm, 7 days per week. Access to the service is through telephone management to ensure patients get to the right place first and reduce number of ways to access services, which patients told us was confusing. To support practices ensure patients access the right appointment - urgent on the day appointments as well as routine appointments e.g. dressings. To enable practices to spend additional time with patients that need continuity of care e.g. those with long term conditions, complex needs. Working with practices, patients and the LMC to develop an access tool for practices to inform how best to offer access to patients for local needs.
42 Booking appointments Patient Online CCG s response Hosted workshops for practice staff to raise awareness of the benefits to staff and patients. National funding was used to fund IT staff employed by GP federations to support practices put in processes to make appointments available to book online as well as introducing systems for patients to book online. Project with Age UK to train volunteers to become digital champions to work in practices and support patients with online services. Equipment for practices to support patients sign-up and test online services in practice. CCG expects that all appointments are available to book over the phone, on line or via reception directly at the same time i.e. certain appointments are not offered by each different mode.
43 Limitations to recommendations CCG s response Practices are able review and manage the number of Do Not Attends (DNA) using processes such as text message reminders. In January 2018 EMIS Web (the system practices) will provide automated data to practices on DNAs within the practice. The CCG does not receive this information and would not be able to review this across the borough. A limitation to the work is that the functionality of the system is determined nationally e.g. patient online.
44 Extended Primary Care Service Healthwatch recommendations: To monitor and evaluate the impact of the upcoming EPCS communications campaign To provide an update on their plans to look at quantifying practice/patient preference for flexible use of north and south EPCS To investigate how the referral route to EPCS could be further streamlined, particularly in light of our recommendations around triage generally To review staff training around EPCS so prevent inconsistent messages to patients and signposting to other services.
45 Extended Primary Care Service CCG s response Additional GP and nurse appointments 8am 8pm, 7 days per week Available to all registered patients An extension to Southwark general practice The services can see patient notes with permission, improving the care provided to patients. Access to the service is through clinical review by a senior clinician to make sure that patients are seen at the right place, at the right time by the right person. Working with GP federations to review implement evaluation recommendations including the review of pathways to access the service. This includes 111 being able to book patients appointments directly and training of practice staff. Launched a new communications campaign in winter 2017 to raise awareness with patients
46 Limitations to recommendations CCG s response Data sharing agreements limit ability for patients to attend both extended primary care services sites but the recommendation is being explored.
47 Clinical review Healthwatch recommendations: To explore the different triage systems in operation to determine: How practices can share learning about their triage systems. What systems work well and why. Whether practices should adopt any good practice identified.
48 Clinical review CCG s response Both federations have implemented access to different types of appointments in addition to on the day/next day appointments Reviewing the impact of this on core GP practices
49 Receptionists asking about patients condition Healthwatch recommendations: To review practices use of walk-in centres in other boroughs, including: Comparison with their use of the Southwark EPCS and the reasons for this. The implications of this for costing and future commissioning. The implications should the Lewisham walk-in centre close. To investigate whether the Pharmacy First system is being operated
50 Receptionists asking about patients condition CCG s response Practice utilisation of the EPCS and reasons for this is discussed at contract monitoring meetings with GP federations. This information informs commissioning decisions. The Walk In Centre in Lewisham is used by Southwark patients and Lewisham is currently engaging on the future of the WIC. Pharmacy First scheme is provided at all but 1 of the 62 pharmacies in Southwark. The CCG is reviewing the use of the Pharmacy First Scheme.
51 Receptionists asking about patients condition CCG s response Funding is available through the GP Forward View to up skill and train receptionists to become care navigators. A care navigator will have knowledge of local support services for patients that may support improved health and social outcomes. Customer care training is available to receptionists.
52 Alternatives to face to face appointments Healthwatch recommendations: To involve patient representatives as they explore alternatives to face-to-face appointments (Healthwatch staff have been involved in some workshops).
53 Alternatives to face to face appointments CCG s response Online Consultations specification is in development. Healthwatch and patients have been involved in the development of the specification and will continue to do so. Working with practices to develop a specification which meets needs of Southwark practices and patients.
54 How is the Healthwatch report going to be used?
55 Healthwatch report CCG s response Report to be shared with stakeholders and patients through the CCG s governance process - Locality Patient Participation Groups, Practice Manager s Forum, the CCG s Engagement and Patient Experience Committee (EPEC) and the CCG s Primary Care Commissioning Committee which meets in public Information from the report will be used to ensure that any proposed changes to practice s appointments / extended access includes further patient engagement Review recommendations to ensure focusing work in response to patient feedback Note that a lot of work already being progressed by the CCG, practices and GP federations as access is a priority area Continue programmes that we are working on: Access tool Online consultation services Recruitment and retention of staff including GP, nurses and pharmacists Training of general practice staff Formal feedback to report to Healthwatch
56 Question and Answer Session Caroline Gilmartin, Director for Integrated Commissioning, NHS Southwark CCG Tilly Wright, Practice Manager and Chair of the Practice Manager s Forum Nigel Smith, Managing Director of the South Southwark GP federation (Improving Health Ltd) Dr Emily Gibbs, Clinical Lead for Community Based Care, NHS Southwark CCG Rebecca Dallmeyer, Executive Director of the North Southwark GP federation (Quay Health Solutions)
Healthwatch Southwark. 1 year on: Have Southwark GPs improved? A review of GP out-of-hours answerphone messages what do they tell us?
Healthwatch Southwark 1 year on: Have Southwark GPs improved? A review of GP out-of-hours answerphone messages what do they tell us? June 2017 Healthwatch Southwark March 2017 1 Healthwatch Southwark:
More informationReport improving quality in general practice engagement. April 2017
Report improving quality in general practice engagement April 2017 Improving quality in general practice NHS Southwark Clinical Commissioning Group held a workshop for local people on the evening of 4
More informationSunderland Urgent Care: Frequently asked questions
Sunderland Urgent Care: Frequently asked questions What is Urgent care? We ve tried to make it as simple as possible for people to understand what it means and our definition is that urgent care is a sudden
More informationHealthwatch Southwark. A review of GP out-of-hours answerphone messages what do they tell us? March Healthwatch Southwark March
Healthwatch Southwark A review of GP out-of-hours answerphone messages what do they tell us? March 2016 Healthwatch Southwark March 2016 1 Healthwatch Southwark: Who we are & what we do Healthwatch Southwark
More informationWelcome. PPG Conference North and South Norfolk CCGs June 14 th 2018
Welcome PPG Conference North and South Norfolk CCGs June 14 th 2018 Housekeeping Packed Agenda! Quick feedback on the national patient participation conference Primary care general update and importance
More informationNHS Southwark CCG Extended Primary Care Service Evaluation
NHS Southwark CCG Extended Primary Care Service Evaluation May 2017 Important Notice from Deloitte This document presents the final summary report (the Final Summary Report ) from the final report (the
More informationSummary annual report 2014/15
1 Summary annual report 2014/15 2 Annual Report Summary 2014/15 3 St Thomas Hospital Guy s Hospital CATHEDRAL CHAUCER GRANGE RIVERSIDE ROTHERHITHE SURREY DOCKS Key facts about Southwark GP practices in
More informationLARWOOD & VILLAGE SURGERIES PATIENT PARTICIPATION REPORT 2013/14
LARWOOD & VILLAGE SURGERIES PATIENT PARTICIPATION REPORT 2013/14 SAD/LJ 1 March 2014 Development of Patient Reference Group The practice has an established Patient Participation Group (PPG) that meets
More informationAccessing Urgent Primary Care in Waltham Forest
Waltham Forest Clinical Commissioning Group Accessing Urgent Primary Care in Waltham Forest A consultation on the future of the walk-in service at Oliver Road, and improving primary care services in the
More informationHealthwatch Kent Enter & View Programme 2016 Winter Pressures Feb 2016
Healthwatch Kent Enter & View Programme 2016 Winter Pressures Feb 2016 Healthwatch Kent undertook a series of visits to Accident & Emergency Departments in Kent to talk to staff and patients about their
More informationUpton Surgery Local Patient Participation Report
Upton Surgery Local Patient Participation Report 2014-15 Introduction The Practice established an active Patient Participation Group in 2007. The current PPG chair was approached to help the Practice develop
More informationRichmond Clinical Commissioning Group
Richmond Clinical Commissioning Group South west London five year forward plan Kathryn Magson, Chief Officer, Richmond CCG 7 December 2016 South West London Five Year Forward Plan Start well, live well,
More informationListening to and collecting your views and experiences about urgent care in Newcastle
Listening to and collecting your views and experiences about urgent care in Newcastle 20 November 2017 to 10 January 2018 Right care, time and place Welcome NHS Newcastle Gateshead Clinical Commissioning
More informationKeynell Covert Surgery Practice Leaflet
Keynell Covert Surgery Practice Leaflet 33 Keynell Covert, Kings Norton, Birmingham, B30 3QT Tel 0121 458 2619 Fax 0121 459 9640 Web www.keynellcovert.co.uk The doctors and staff at Keynell Covert Surgery
More informationPatient Survey Results and Action Plan Age band Number of Patients in PRG % in the PRG Group % %
DANBURY MEDICAL CENTRE The Partnership of: Drs McAllister, Cooper, Dollery, Plate, Crane, Hunt & Mrs L Graham www.danburymedicalcentre.co.uk Danbury Medical Centre Eves Corner Danbury Essex CM3 4QA Tel:
More informationReport to: North Tyneside Urgent Care Working. Title of report: North Tyneside Urgent and Emergency Strategy Consultation-Council of Practices.
Report to: North Tyneside Urgent Care Working Date: 02/10/14 Agenda item: Title of report: North Tyneside Urgent and Emergency Strategy Consultation-Council of Practices. Author: Emma Gibson, Service Planning
More informationAnnex D: Standard Reporting Template
Annex D: Standard Reporting Template Practice Name: Limehouse Practice Practice Code: F84054 London Region [North Central & East/North West/South London] Area Team 2014/15 Patient Participation Enhanced
More informationClinical pharmacists in general practice links with community pharmacy
Introduction Pharmacists employed in the GP clinical pharmacist NHS England programme are encouraged to complete online activity recording. One of the activities records how they are working with community.
More informationAugust Planning for better health and care in North London. A public summary of the NCL STP
August 2017 Planning for better health and care in North London A public summary of the NCL STP Planning for better health and care in North London North London NHS organisations are working together with
More informationGreater Manchester Health and Social Care Strategic Partnership Board
Greater Manchester Health and Social Care Strategic Partnership Board 7 Date: 13 October 2017 Subject: Report of: Greater Manchester Model for Urgent Primary Care Dr Tracey Vell, Associate Lead for Primary
More informationSmethwick & Hollybush Medical Centres Patient Participation Report 2012/2013
Smethwick & Hollybush Medical Centres Patient Participation Report 2012/2013 Under initiatives issued by the Department of Health in 2011, GP Practices were asked to form Patient Participation Groups (PPGs
More informationTHE ACORN & GAUMONT HOUSE SURGERY PATIENT PARTICIPATION GROUP REPORT 2013/2014
THE ACORN & GAUMONT HOUSE SURGERY PATIENT PARTICIPATION GROUP REPORT 2013/2014 MARCH 2014 Report on the activity of the practice patient participation group for the year Apr 13 to Mar 14. Written by A.
More informationIntegrated Urgent Care Minimum Data Set Specification Version 1.0
Integrated Urgent Care Minimum Data Set Specification Version 1.0 1. Document control Audience Document Title Document Status Integrated Urgent Care and NHS 111 service providers and commissioners Integrated
More informationNHS 111 specification
NHS 111 specification Contents NHS 111 Specification introduction 2 Vision/aims of NHS 111 3 NHS 111: The basics 3 Who is NHS 111 for? 3 What patients can expect the new service to do: 3 Basic service
More informationWe had 7 folk on the phones (who took these calls on phones away from the public sales desk) and 3 with face to face customers.
APPENDIX F Difficulty Getting a Same Day Appointment (copied and pasted from our website) The problem with this type of appointment system seems to be that when attempting to make an appointment for not
More informationPatient Survey Analysis and Action Plan - 15 th January 2014
Patient Survey Analysis and Action Plan - 15 th January Key Areas Comments and Actions Action for Extended Hours 90% said current provision is convenient Those who didn t agree said extended hours appointments
More informationPatient survey report National children's inpatient and day case survey 2014 The Mid Yorkshire Hospitals NHS Trust
Patient survey report 2014 National children's inpatient and day case survey 2014 National NHS patient survey programme National children's inpatient and day case survey 2014 The Care Quality Commission
More informationGP appointments systems in Coventry
GP appointments systems in Coventry Good practice examples October 2010 Tel: 024 7622 0381. Fax: 024 7625 7720 Email coventrylink@vacoventry.org.uk Website: www.coventrylink.org.uk Contents Introduction
More informationEnter & View Report. The Glenfield Surgery
The Glenfield Surgery 5 January 2015 Report Details Address The Glenfield Surgery 111 Station Road Glenfield Leicester LE3 8GS Service Provider East Leicestershire and Rutland Clinical Commissioning Group
More informationReport on. Royal Berkshire Hospital
Report on Wokingham Borough residents use of Accident & Emergency Department at Royal Berkshire Hospital NHS & inability to book GP appointment causing problems? June 04 Contents. EXECUTIVE SUMMARY....
More informationPrime Ministers Challenge Fund
Prime Ministers Challenge Fund GP Recruitment - Information Pack GDoc Ltd Eastgate House, 121-131 Eastgate Street, Gloucester, GL1 1PX www.gdoc.org.uk Contents The Opportunity and Introduction 1 Background
More informationStory Street Walk-in Service
Story Street Walk-in Service Service User Engagement www.hullccg.nhs.uk NHSHullCCG @NHSHullCCG Page 2 Story Street Walk-in Service Service User Engagement Introduction The Walk-in Service is based in the
More informationOverall rating for this service Good
Dr Rajesh Sarafaf Quality Report Moorside Medical Centre 681 Ripponden Road Oldham OL1 4JU Tel: 0161 909 8388 Website: www.doctorsatmoorside.co.uk/saraf Date of inspection visit: 09/06/2016 Date of publication:
More informationIT Driving Efficiency or Efficiency Driving IT?
IT Driving Efficiency or Efficiency Driving IT? Dr. Naresh Rati CEO, Modality Partnership Mr. Paul Kemp Head of IT, Modality Partnership Case for Change The current health and social care economy is facing
More information111 Wales: Frequently Asked Questions
111 Wales: Frequently Asked Questions What is 111 and why are you introducing it now? The 111 service will join up two services that are currently provided by different parts of the NHS in Wales namely
More informationEnter and View Visit Report
Enter and View Visit Report Birmingham Dental Hospital 1. Visit Details Premises Visited: Birmingham Dental Hospital St Chads Queensway Birmingham B4 6NN Date of Visit: 29 th June 2015 Time of Visit: 9.30am
More informationSeaforth Village Practice. Enter and View Report Results, Recommendations and Response.
Seaforth Village Practice. Enter and View Report Results, Recommendations and Response. Contact Details: Date and Time of Visit: 20 Seaforth Road, Liverpool, Merseyside, Liverpool, Merseyside, L21 3TA
More informationAPMS Procurement Patient and Public Engagement Report
APMS Procurement Patient and Public Engagement Report Edridge Road Community Health Centre Impact House 2 Edridge Road Croydon CR9 1PJ Alternative Provider Medical Services (APMS) Procurement Patient and
More informationChatfield LOCAL PATIENT PARTICPATION REPORT 2013/14
Chatfield LOCAL PATIENT PARTICPATION REPORT 2013/14 1 Document Name PPI Report 2013_14.v1.doc Version No 1 Author Tim Hodgson, Practice Manager Owner Dr Waqaar Shah, Chatfield Health Care Date 28 th March
More informationPatient Guide to the Practice Appointment System
Patient Guide to the Practice Appointment System Produced in association with our Sponsored by www.charnwoodcommunitymedicalgroup.co.uk Version 1.0 Page 1of 12 About this Guide This guide is designed to
More informationPLAN DO STUDY ACT. Survey Report / Action Plan to be discussed and noted during meeting
PATIENT SURVEY ACTION PLAN Practice: The Phoenix Practice 2012/13 Patient Survey Objective: 1. Welcome back the Patient Participation Group / New Members 2 Patient Survey Questionnaire 3 Patients' priorities
More informationEnter & View. Dr K Subramanian. The Surgery, 1 Harlow Road Rainham, RM13 7UP
Enter & View Dr K Subramanian The Surgery, 1 Harlow Road Rainham, RM13 7UP 20 July 2017 What is Healthwatch Havering? Healthwatch Havering is the local consumer champion for both health and social care
More informationUrgent Care Transformation. Listening Exercise
Urgent Care Transformation Listening Exercise 21.02.18 National Context In April 2016 NHS England published further guidance in the form of General Practice Forward View (April 2016) which describes requirements
More informationHealth Checkers Report. November 2012
Health Checkers Report Westbourne Medical Group November 2012 Draft Report Health Quality Checks Healthcare is really important to people with a learning disability. People with a learning disability have
More informationThe use of Slough Walk In Centre at Upton Hospital by vulnerable people
The use of Slough Walk In Centre at Upton Hospital by vulnerable people May 2016 1 Contents About Healthwatch... 2 Background.. 2 The Slough Walk In Centre...3 Patient consultation..4 Views on Slough Walk
More information1 st July Patient Engagement Activity at Chorley and South Ribble Hospital Urgent Care Centre
Patient Engagement Activity at Chorley and South Ribble Hospital Urgent Care Centre 1 st July 2016 Contact details: Chorley and South Ribble Hospital Lancashire Teaching Hospitals NHS Foundation Trust
More informationThe online triage and consultation tool transforming general practice. View a working demo at econsult.net
The online triage and consultation tool transforming general practice View a working demo at econsult.net This project has the rare potential to both significantly enhance the quality of healthcare provision
More informationEnter and View Report Yatton Surgery Mendip Vale Medical Practice
Enter and View Report Yatton Surgery Mendip Vale Medical Practice 30 th November 207 Contents Details of the Visit... 3 Acknowledgements... 4 Purpose of the Visit... 4 Description of the Service... 4 Planning
More informationWe need: Better Access Better Health Outcomes Greater Practice Efficiency Reduced Commissioner Costs
We need: Better Access Better Health Outcomes Greater Practice Efficiency Reduced Commissioner Costs What is? 1. Self-help tools that allow patients to safely manage a proportion of their own needs without
More informationPapers for the. West Kent Primary Care Commissioning Committee (Improving Access) Tuesday 21 st August at 4 4:30 pm
Papers for the West Kent Primary Care Commissioning Committee (Improving Access) on Tuesday 21 st August at 4 4:30 pm at Hadlow Suite, Hadlow Manor Hotel Hadlow, TN11 0JH 1 of 23 Primary Care Commissioning
More informationBROMLEY CLINICAL COMMISSIONING GROUP - GOVERNING BODY MEETING THURSDAY 20 NOVEMBER 2014
BROMLEY CLINICAL COMMISSIONING GROUP - GOVERNING BODY MEETING THURSDAY 20 NOVEMBER 2014 PUBLIC QUESTIONS AND ANSWERS QUESTIONS RAISED FOR THE PUBLIC FORUM PRIOR TO THE MEETING ON 20 NOVEMBER 2014 WRITTEN
More informationBowel Independence Day A survey on bowel management in multiple sclerosis. Supported by
Bowel Independence Day 2014 A survey on bowel management in multiple sclerosis Supported by July 2014 1 Contents Introduction... 3 Overview of views from people with MS... 5 Overview of views from specialist
More informationStandard Reporting Template
Standard Reporting Template NHS England (Wessex) 2014/15 Patient Participation Enhanced Service Reporting Template Practice Name: Practice Code: Shanklin Medical Centre J84010 Signed on behalf of practice:
More informationIT ALL STARTS WITH YOU
Email: jo.curtis@nhs.net IT ALL STARTS WITH YOU Tell us about your experience Help us improve NHS services This guide takes you through the different ways you can tell the NHS about your experiences, so
More information1st January - 31st December st January - 31st December 2016
Practice Code Practice Name Practice List Size (October 2016 - Actual) Please identify ALL your available appointments by year: (please include HCA, phlebotomy, but direct employees of the practice not
More informationAddressing ambulance handover delays: actions for local accident and emergency delivery boards
Addressing ambulance handover delays: actions for local accident and emergency delivery boards Published by NHS England and NHS Improvement November 2017 Contents Foreword... 2 Actions to be taken now,
More informationThis paper explains the way in which part of the system is changing to become clearer and more accessible, beginning with NHS 111.
Unscheduled care in Haringey 1. Introduction There have been many changes to urgent, unscheduled and unplanned care over recent years. To begin with Casualty departments became Accident and Emergency departments,
More informationWelsh Government Response to the Report of the National Assembly for Wales Public Accounts Committee Report on Unscheduled Care: Committee Report
Welsh Government Response to the Report of the National Assembly for Wales Public Accounts Committee Report on Unscheduled Care: Committee Report We welcome the findings of the report and offer the following
More informationWinter Plans and Arrangements for Primary Medical Care Services during the Christmas and New Year Period
NHS England South West E mail: england.primarycaremedical@nhs.net 10 November 2017 Dear Colleague, Winter Plans and Arrangements for Primary Medical Care Services during the Christmas and New Year Period
More informationIdentification of carers in GP practices a good practice document
Identification of carers in GP practices a good practice document There are an estimated 7 million unpaid carers in the UK, however not enough carers are likely to be receiving the support they need or
More informationNHS 111 urgent care service
NHS 111 urgent care service Frequently Asked Questions (FAQs) Contents Background 2 Operational 3 NHS Direct 5 999 5 101 6 Training 7 Service Impact 7 Telephony 8 Marketing 8 1 Background Why are you introducing
More informationMinutes Fareham Locality Patient Group held on Tuesday 14 th May 2015 from pm In the Tom Smith meeting room, Fareham Community Hospital
Approved via email Minutes Fareham Locality Patient Group held on Tuesday 14 th May 2015 from 12.00 2.00pm In the Tom Smith meeting room, Fareham Community Hospital Attendees Sue Martin Wendy Culverwell
More informationREPORT ON LOCAL PATIENTS PARTICIPATION FOR THE COURTLAND SURGERY ILFORD
REPORT ON LOCAL PATIENTS PARTICIPATION FOR THE COURTLAND SURGERY ILFORD February 2012 Local Participation Report 1 Background Patients Reference Group Following the guidance by Primary Medical Services
More informationThe Future Primary Care Workforce: Martin Roland, Chair, Primary Care Workforce Commission
The Future Primary Care Workforce: Martin Roland, Chair, Primary Care Workforce Commission Primary Care Workforce Commission Aim: to identify models of primary care to meet the future needs of the NHS
More informationToolbox Talks. Access
Access The detail of what the Healthcare Charter says in relation to what service users can expect and what they can do to help in relation to this theme is outlined overleaf. 1. How do you ensure that
More informationThe Junction Health Centre. Patient guide
The Junction Health Centre Patient guide The Junction Health Centre is a health practice commissioned by NHS England and Wandsworth CCG and operated by Care UK, a leading independent provider of health
More informationNHS Southwark Clinical Commissioning Group (CCG) General Practice (GP) Services. Locality PPGs March 2017
NHS Southwark Clinical Commissioning Group (CCG) General Practice (GP) Services Locality PPGs March 2017 Our strategy is to maximize the value of health and care for Southwark people, ensuring our services
More informationInpatient and Community Mental Health Patient Surveys Report written by:
2.2 Report to: Board of Directors Date of Meeting: 30 September 2014 Section: Patient Experience and Quality Report title: Inpatient and Community Mental Health Patient Surveys Report written by: Jane
More informationNHS Rotherham. Contact Details Lead GP Richard Cullen Lead Officer Dominic Blaydon Head of LTC and Urgent Care Purpose:
NHS Rotherham Clinical Commissioning Group Committee: 3 October 2012 Care Co-ordination Centre Contact Details Lead GP Richard Cullen Lead Officer Dominic Blaydon Title Head of LTC and Urgent Care Purpose:
More informationThe PCT Guide to Applying the 10 High Impact Changes
The PCT Guide to Applying the 10 High Impact Changes This Guide has been produced by the NHS Modernisation Agency. For further information on the Agency or the 10 High Impact Changes please visit www.modern.nhs.uk
More informationReview of Patient Experience of Elective Orthopaedic Services at Manchester Elective Orthopaedics Centre.
Review of Patient Experience of Elective Orthopaedic Services at Manchester Elective Orthopaedics Centre. Report Summary The purpose of the report was to gather views from people using the elective orthopaedic
More informationABCD of Access Solutions Support Programme
ABCD of Access Solutions Support Programme SCIMP/SNUG Conference 20-21 September 2016 Dillon Sykes Managing Director Agenda Section Section Name 1. The struggle to meet patient demand 2. ABCD of Access
More informationHealth and care services in Herefordshire & Worcestershire are changing
Health and care services in Herefordshire & Worcestershire are changing An update on a five year plan to provide safe, effective and sustainable care in our area www.yourconversationhw.nhs.uk Your Health
More informationHow to implement GP triage
CHANGE PACKAGE How to implement GP triage What is GP triage? Receptionists receiving calls from patients asking for a same-day appointment offer the option of a doctor ringing them back. A GP then contacts
More informationThe Welsh NHS Confederation s response to the inquiry into cross-border health arrangements between England and Wales.
Welsh Affairs Committee. Purpose: The Welsh NHS Confederation s response to the inquiry into cross-border health arrangements between England and Wales. Contact: Nesta Lloyd Jones, Policy and Public Affairs
More informationEvaluation of NHS111 pilot sites. Second Interim Report
Evaluation of NHS111 pilot sites Second Interim Report Janette Turner Claire Ginn Emma Knowles Alicia O Cathain Craig Irwin Lindsey Blank Joanne Coster October 2011 This is an independent report commissioned
More informationHow to Report Medication Safety Incidents from a GP Practice on the National Reporting and Learning System (NRLS)
pecialist Pharmacy ervice Medicines Use and afety How to Report Medication afety Incidents from a GP Practice on the National Reporting and Learning ystem (NRL) This document provides a quick explanation
More informationTransition of Care Guide
Transition of Care Guide If you received treatment for a mental health condition while in high school or before, there are several things you can do to continue to stay healthy while transitioning to and
More informationLondon Borough of Bexley
London Borough of Bexley London Borough of Bexley Inspection report Civic Offices 2 Watling Street Bexleyheath Kent DA6 7AT Date of inspection visit: 20 July 2016 Date of publication: 23 August 2016 Ratings
More informationPrimary Care Strategy. Draft for Consultation November 2016
Primary Care Strategy Draft for Consultation November 2016 1 Introduction Welcome to the Isle of Wight CCG s draft Primary Care Strategy. The CCG is required to develop and publish a strategy that sets
More informationManor Medical Practice. Local Patient Participation Report Year 3
Manor Medical Practice Local Patient Participation Report Year 3 Report published March 2014 Contents INTRODUCTION... 3 PROFILE OF GROUP MEMBERS... 3 MALE /FEMALE PROFILE... 4 AGE PROFILE... 4 ETHNIC PROFILE...
More informationMilton Keynes University Hospital NHS Foundation Trust
Milton Keynes University Hospital NHS Foundation Trust Enter and View Review of Staff/ Patient Communication Ward 17 and 18 September 2017 Contents Contents... 2 1 Introduction... 3 1.1 Details of the
More informationBe safe in the sun! Summer Scott Road Medical Centre. Inside this issue:
Scott Road PPG Newsletter Summer 2016 Scott Road Medical Centre Be safe in the sun! Inside this issue: Be safe in the sun 1 PPG 2 FAQ folders 2 Translator required 2 Staff Changes 2 Message from practice
More informationCommunity urgent care consultation Frequently asked questions
Community urgent care consultation Frequently asked questions How will services change at Loxford Polyclinic? Are you reducing or downgrading the service at Loxford Polyclinic? Are you already making the
More informationPolicy for Patient Access
Policy for Patient Access DOCUMENT CONTROL Revision Date Old Version 10/12/2014 1.0 01/07/2016 1.1 30/04/17 1.2 Amendment General Management Review General Management Review General Management Review Authored
More informationMinutes of the Patient Participation Group Thursday 2 nd February 2017
Minutes of the Patient Participation Group Thursday 2 nd February 2017 Present: David Green, Sue Ashton, Michael Reilly, Richard Hayward, Debbie Swain and Kathryn Clark 1. Apologies: Mary Hodgeon and Ernie
More informationTHE MENTAL HEALTH PACE Setter AWARD
THE PACE Setter AWARD FOR NHS PRIMARY CARE WHAT IS THE PACE Setter AWARD? The Mental Health (MH) PACE Setter Award is an initiative, which has been funded by Health Education England and developed through
More informationNHS 111 in Northamptonshire. Practice Manager Pack
NHS 111 in Northamptonshire Practice Manager Pack Page 1 of 6 What is NHS 111? NHS 111 is a new telephone service being introduced nationally to make it easier for people to access local health services
More informationWeek Spot? Review of Access to the 7 Day GP Service
Week Spot? Review of Access to the 7 Day GP Service November 2017 Contents Recommendations... 1 1 Introduction... 2 2 Background & Rationale... 3 3 Methodology... 4 4 Key Findings... 6 4.1 Responses to
More informationImproving General Practice for the People of West Cheshire
Improving General Practice for the People of West Cheshire Huw Charles-Jones (GP Chair, West Cheshire Clinical Commissioning Group) INTRODUCTION There is a growing consensus that the current model of general
More informationWelcome to our latest Newsletter
Greensands Medical Practice NEWSLETTER February March 2015 Welcome to our latest Newsletter A&E Attendance It is estimated that almost half of all A&E attendance could have been treated by a GP, Local
More informationContents. Contents. Executive Summary page 2. 1 Introduction page 3. 2 Background information page 4. 3 What we did page 7. 4 What we found out page 8
Wexham Park Hospital Patient Discharge Report Consumer October 2014 Contents Contents Executive Summary page 2 1 Introduction page 3 2 Background information page 4 3 What we did page 7 4 What we found
More informationHealthy London Partnership. Transforming London s health and care together
Healthy London Partnership Transforming London s health and care together London-wide transformation In 2014, two publications set out London s transformation priorities NHS Five Year Forward View Better
More informationSeeking your views on transforming health and care in Bedfordshire, Luton and Milton Keynes. March 2017
Seeking your views on transforming health and care in Bedfordshire, Luton and Milton Keynes March 2017 Agenda 1. STP update October submission, feedback so far, about the March 2017 Discussion Paper 2.
More informationInteroperability White Paper February Richmond GP Alliance (RGPA) is first with end-to-end GP Interoperability
Interoperability White Paper February 2016 Richmond GP Alliance (RGPA) is first with end-to-end GP Interoperability Introduction The Richmond GP Alliance (RGPA) have announced that GPs and nurses working
More informationStandard Reporting Template
Standard Reporting Template NHS England (Wessex) 2014/15 Patient Participation Enhanced Service Reporting Template Practice Name: Practice Code: Park Lane Medical Centre J82646 Signed on behalf of practice:
More informationA meeting of NHS Bromley CCG Governing Body 25 May 2017
South East London Sector A meeting of NHS Bromley CCG Governing Body 25 May 2017 ENCLOSURE 4 SOUTH EAST LONDON 111 AND GP OUT OF HOURS MEMORANDUM OF UNDERSTANDING SUMMARY: The NHS England Commissioning
More informationGoverning Body meeting on 13th September 2018
Governing Body meeting on 13th September 2018 Report from the Chair of the Integrated Governance Committee (IGC) Date of Meetings Reported: 9 th August 2018 Key achievements Author: Martin Wilkinson, Chair
More informationWinter Planning 2017/18. Marc Hopkinson - NGCCG Barbara Goodfellow - NuTH Nichola Fairless GHFT Simon Swallow - NEAS
Winter Planning 2017/18 Marc Hopkinson - NGCCG Barbara Goodfellow - NuTH Nichola Fairless GHFT Simon Swallow - NEAS Context Newcastle and Gateshead services have a history of consistently delivering high
More informationMERTON CLINICAL COMMISSIONING GROUP PRIMARY CARE COMMISSIONING COMMITTEE. Purpose of Report: For Note
Date of Meeting: 23 rd March 2017 MERTON CLINICAL COMMISSIONING GROUP PRIMARY CARE COMMISSIONING COMMITTEE Agenda No: 7 Attachment: 6 Title of Document: Primary Care Strategy Update Purpose of Report:
More information