Scheduled Care Programme. Ken Mitchell Scheduled Care Programme Director Scottish Ambulance Service

Transcription

1 Scheduled Care Programme Ken Mitchell Scheduled Care Programme Director Scottish Ambulance Service

2 The Scottish Ambulance Service The Services which we deliver: Accident and Emergency Service Patient Transport Service Air Ambulance Service Risk and Resilience Department (Major Events and Incidents ) Community Paramedic Model (Treating People in their Community) Community Resilience Department (Supporting Community First Responders and our Education Programme)

3 Overall reduction year on year is slowing (-2.6%) YTD 11.5% increase in hospital discharges 6.7% increase in hospital transfers 4.5 decrease in admissions 3.3 decrease in outpatients 16.1% increase in stretcher patients 12.5% decrease in walking patients A2 performance 71.4% FYE 13/14 v s 52.1% 12/13 A3 performance 78.0% FYE 13/14 v s 73.0% 12/13 Cancelled by SAS 0.5% Call pick up 68.5% Activity Profiles and KPI s

4 Overview of the Scheduled Care Programme our Patient Transport Service Improvement Programme Patient, Public and Staff feedback from: Ability to access Patient Transport through the Service Information placed in appointment letters and available in Healthcare Buildings Clearer guidance on Escorts Help if a patient does not need ambulance transport

5 Feedback led us to these principles Re-establish clinically focussed service Service ownership of pre-appointment information Direct patient access through (Cancellation Number: ) Consistent application of patient needs assessment Standardisation of systems/processes/procedures Improve service responsiveness, flexibility & efficiency Improve the use of technology Improve links to other transport providers

6 So what did we do in Phase

7 Phase 1 Other Key Developments Patient pre-appointment information is now standardised, new leaflets and posters designed with patients A clinically focussed assessment process revised - The Patient Needs Assessment Circa 500 vehicles were fitted with computers (mobile data) technology

8 We established Professional Regional Ambulance Control Centres West Scotland (Paisley) - Looking after Glasgow, Argyle & Clyde, Lanarkshire and Ayrshire & Arran East of Scotland (South Queensferry) - Looking after Lothian, Borders, Fife, Forth Valley and Tayside North (Inverness) Looking after Highlands, Grampian and Islands Within each Centre, the staff look after Bookings From Patients, Journey Planning and Day Control for the Patient Transport Service

9 Provided staff with real time information, through computers in the vehicles

10 Aim Patient Needs Assessment To assist in the decision making process for the provision of a scheduled care ambulance Process - Through a structured conversation with the service user or carer which establishes their eligibility for an ambulance

11 Patient Needs Assessment Section 1 Condition Prevents Patient Travelling by Other Means Section 2 Any condition that makes it harmful for the person to travel independently Section 3 Mobility Difficulties Section 4 Breathlessness Section 5 Sensory Impairment Section 6 Side Effects from Treatment

12 What we have been doing in Phase 2 of the Scheduled Care Programme

13 Phase 2 Our Focus Continue to develop staff in communicating with patients competently & compassionately. Continue to develop staff to plan and Day Control in an effective and patient centred way. Continue to improve the use of IT Review and improve Patient Transport Vehicles in use Patient feedback led improvements (eg: Evaluate the Patient Needs Assessment) Work closely with Health Boards to make sure service provision meets current and future patient needs.

14 Phase 2 Our Focus Work collaboratively with Health Boards to make sure that appoint times are scheduled in a patient centred way Work with alternative transport providers to be able to signpost patients appropriately. Improve access to the Service for people who are Hard of Hearing/Deaf or Visually Impaired Seek ongoing patient feedback to make improvements, (eg: through Patient Opinion, Facebook, Complaints process)

15 What are the key issues for Integration? Who s responsibility is it to get Clients/patients to hospital? Do we all use the same language? Where do the resources come from? How do we break down the silo approaches? Who provides the leadership? How do we all work together?

16 Further Information can be accessed at