Provision of an Emergency & Urgent Care Centre and Out of Hours Service to Walsall CCG by Badger Healthcare Ltd

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1 Provision of an Emergency & Urgent Care Centre and Out of Hours Service to Walsall CCG by Badger Healthcare Ltd 1. Introduction Monthly Performance to Contract Report November 2014 This report covers the month of November 2014 for both the Out of Hours service and the Emergency Urgent Care Centre service. The vacant shift report, activity data and complaints log have been detailed in the Appendices. 2. National Requirements (NQRs) & Key Performance Indicators (KPIs) Performance against NQRs and KPIs is shown in the table below. KPI No. KPI Description Page Numbers NQR 8 - All Calls to service will be answered in according to response times and standards set out in the National Standards see KPIs & NQR 9 Telephone clinical assessment see KPIs & NQR 11 patients are treated by the clinician best suited to meet their needs, in the most appropriate location see KPIs & NQR 10 face to face clinical assessment see KPI Includes walk in patients of Walsall CCG, seen at any PCC or EUCC. Excludes non-walsall patients and A&E diversion patients. see KPI & NQR 12 face to face consultations see KPIs & NQR 2 information to practices by 8am see KPIs & NQR 6 number of complaints see KPIs & and Appendix Activity case volumes for EUCC & OOH services see KPI All patients requesting advice and information only will be provided with up to date information on local services and how to access these that satisfies the enquiry see KPI & NQR 9 Patient registered by GP Surgeries KPI NQR 13 number of patients using an interpreter and language used Serious Untoward Incidents Prescribing is safe and cost-effective Never events Number of patients whose presenting complaint is a category 2, 3 or 4 11 pressure ulcer 1

2 Appendix 2 Vacant Shift 12 Appendix 3 Complaints Appendix 4 Financial Activity Report 19 2

3 KPI Performance Summary Walsall CCG (OOH) Monthly Service Report for November 2014 Cases Total % of Total Total Cases Handled 2838 Cases on Priority of Receipt Total % of Total Emergency Urgent Routine Total % Case Type - Final Disposition Total % of Total 999 Action/Accident & Emergency % Advice % Home Visits % PCC Consultations % Total % Standard Clinical Information to GP Practice by 8am Target Total % of Total s NQR 2 Call information to practices by 8am 95% % Standard Complaints Target Total % of Total s NQR 6 Total number of complaints received 3 100% NQR 8 Telephony Statistics not reported due to NHS111 Standards NQR 9a Telephone Clinical Assessment Target Total Compliant Emergency calls passed to 999 in 3 minutes Non - Compliant % of Total 95% % NQR 9b Urgent calls handled within 20 minutes 95% % NQR 9c Routine calls handled within 60 minutes 95% % Total Standards NQR 10a NQR 10b NQR 10c PCC Consultations without prior Clinical Assessment Target Total Compliant Non - Compliant % of Total Walk In Emergencies passed to 999 in 3 minutes 95% % Walk In Urgents cases assessed within 20 minutes 95% % Walk In Routines cases assessed within 60 minutes 95% % Total

4 Standards NQR 12a NQR 12b NQR 12c PCC Consultations with prior Clinical Assessment PCC Emergencies consulted within one hour PCC Urgent cases consulted within two hours PCC Routine cases consulted within six hours Target Total Compliant Non - Compliant % of Total 95% % 95% % 95% % Total Enclosure 2 Standards NQR 12d NQR 12e NQR 12f Home Visits Target Total Compliant Non - Compliant % of Total Home Visit Emergencies consulted within one hour 95% % Home Visit Urgent cases consulted within two hours 95% % Home Visit Routine cases consulted within six hours 95% % Total

5 KPI Performance Summary KPI/NQR Performance Summary for OOH services Target Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Case Volumes (OOH) Reporting on NQRs for CCG Y/N Y Y Y Y Y Y Y Y Y Y Y Y Y 2 % Call information to practices by 8am 95% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 3 Special patient notes available Y/N Y Y Y Y Y Y Y Y Y Y Y Y Y 4 Clinical Audit of patient contacts Y/N Y Y Y Y Y Y Y Y Y Y Y Y Y 5 Patient experience audited Y/N Y Y Y Y Y Y Y Y Y Y Y Y Y 6 Number of Complaints handled % Complaints handling Y/N Y Y Y Y Y Y Y Y Y Y Y Y Y 7 Matching capacity to demand & contingency Y/N Y Y Y Y Y Y Y Y Y Y Y Y Y 9a % Emergency calls passed to 999 within 3 minutes 95% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% N/A 100% 9b % Urgent calls assessed within 20 mins 95% 99.3% 94.0% 98.4% 98.3% 98.0% 97.7% 98.1% 98.0% 100% 95.1% 95.7% 95.1% 99.2% 9c % Routine calls assessed within 60 mins 95% 97.0% 95.6% 99.2% 98.0% 97.5% 97.3% 96.9% 95.9% 96.0% 97.3% 97.6% 98.3% 97.1% 10a % Walk In emergencies passed to 999 within 3 mins 95% 100% N/A N/A N/A 100% 100% 100% 100% N/A N/A N/A N/A 100% 10b % Walk-in Urgent cases assessed within 20 mins 95% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% N/A 100% 100% 10c % Walk-in Routine cases assessed within 60 mins 95% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 11 % GP consultations available at all times & places Y/N Y Y Y Y Y Y Y Y Y Y Y Y Y 12a % PCC Emergencies consulted within 1 hour 95% N/A N/A 100% N/A N/A N/A N/A N/A 100% N/A N/A N/A 100% 12b % PCC Urgent cases consulted within 2 hours 95% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 12c % PCC Routine cases consulted within 6 hours 95% 100% 98.2% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 12d % Home Visit Emergencies consulted within 1 hour 95% N/A N/A N/A 100% N/A 100% 100% N/A N/A N/A N/A N/A 100% 12e % Home Visit Urgent cases consulted within 2 hours 95% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 97.0% 100% 12f % Home Visit Routine cases consulted within 6 hours 95% 98.5% 98.2% 96.6% 97.4% 98.8% 96.1% 96.2% 98.6% 97.9% 97.6% 100% 100% 98.8% 13 Patient communication - Special needs met Y/N Y Y Y Y Y Y Y Y Y Y Y Y Y Performance Summary for EUCC Target Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Case Volumes (EUCC)

6 KPI Activity Levels Monthly OOH & EUCC Case Volumes Case Volumes (OOH) Case Volumes (EUCC) Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 EUCC Volumes - OOH Volumes - This includes all patients treated at the centre including Walk-In, A&E diverts and patients referred for face to face consultations through the OOH contract regardless of whether they are registered to a Walsall GP or not. This includes all patients dealt with by Badger under the OOH contract including Advice Calls, Home visits and face to face consultations at the Walsall PCC. This volume only includes patients registered to a Walsall GP and patients not registered with any GP. It excludes patients covered under other OOH contracts. 6

7 KPI Final Disposition of Cases (OOH) Priority on Receipt (OOH) Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Emergency Urgent Routine Totals Final Case Type (OOH) Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Advice Home Visit PCC Consultation Total Final Disposition (OOH) Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov Action Accident & Emergency Advice Dental Home Visit PCC Consultation Totals

8 KPI Final Disposition of Cases Final Disposition Data for OOH Services 2013/ Action Accident & Emergency Advice Home Visit PCC Consultation Volume Month 8

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