NHS Pathways Reception Point
|
|
|
- Loraine Weaver
- 9 years ago
- Views:
Transcription
1 NHS Pathways Reception Point James Yates NHS Pathways Julie Davies FCMS (NW) Limited 111 Service Lead Copyright 2014 Health and Social Care Information Centre
2 Provides consistent, accurate triage for every patient accessing urgent and emergency care services. What is Reception Point? NHS Pathways = clinical decision support Currently used over telephone 999/111 Reception Point - a new presentation of NHS Pathways tailored for face-to-face use with patients arriving at direct access services. Clinical content allows staff to direct patients to the most appropriate service for them.
3 Why bother? Telephone access to Urgent Care but they don t all call 9pm: walk in with D&V 9am: walk in with shoulder pain 111 ED Joint reception for co located ED and primary care centre NHS Pathways Assessment in reception host system Primary Care ED
4 Who is going to use Reception Point? Emergency care settings that have on-site access to primary care services. Triage clerks (supported by clinicians).
5 What are the benefits? Reduces burden on ED by directing nonemergency cases to other on-site services. Decreases patient waiting time. ED staff treating more appropriate cases. Cost savings. Data collected by the system during assessments can help in many areas. Supports key Government policies.
6 What has happened so far? Staff from NHS Pathways have been working with FCMS (NW) Limited to pilot NHS Pathways and develop it from a telephony product to one that can be used face-to-face. This is their story
7 A user s point of view: FCMS (NW) Limited FCMS are historically a GP OOHs service FCMS used NHS Pathways to meet OOHs QR9 (2009) FCMS saw the benefits of using NHS Pathways to deflect appropriate patients at UCC from ED to primary care (2010) Used telephony version with local workarounds (until 2014) Worked with NHS Pathways to produce a dedicated version of Reception Point to eliminate the need for workarounds FCMS are now using the dedicated Reception Point version at the Gateway to the Urgent Care Centre (July 2014).
8 A user s point of view: FCMS (NW) Limited Organisational changes Using the telephony version of NHS Pathways TUPE of hospital receptionists Short timescales 20 staff members to train Workarounds/protocols had to be developed to manage patients correctly (which were not catered for in Pathways) Using the dedicated Reception Point version Service was already set up to work with Reception Point 30 staff were trained on the conversion module Adopted a phased approach to go live due to staff training
9 A user s point of view: FCMS (NW) Limited Organisational changes Working with commissioners and hospital/primary care services is really important. Not doing so can result in friction between services.
10 Findings from Blackpool pilot Telephony version pilot 17.3% deflection rate for all unscheduled attendances to UCC/ED. 27% deflection rate for all walk-in patients to UCC/ED triaged through NHS Pathways. Dedicated Reception Point pilot 17.9% deflection rate for all unscheduled attendances to UCC/ED % deflection rate for all walk-in patients to UCC/ED triaged through NHS Pathways. Reception staff prefer to use this version. Ongoing analysis to understand wider impacts.
11 Findings from Blackpool pilot Reception Point - overall and walk-in deflection Apr 13- Oct 14 35% 30% Telephony version RP version 25% % Deflection Walk-ins % Deflection all 20% 15% 10%
12 What are the plans for Reception Point? Fast follower sites Three additional sites to go live in approximately six to nine months (to prove the concept and gain further evaluation). Full availability to the NHS This will ONLY commence towards the end of the fast follower period when evaluation has confirmed the key benefits and dependencies.
13 Contact us Website
Case study Blackpool PCT Developing an urgent care centre
Case study Blackpool PCT Developing an urgent care centre Introduction This project was developed to support the remodelling of unscheduled care for the Fylde coast health economy. An audit of patients
Stour Access System: a new way to manage GP appointments Better for GPs, better for patients, better all-round
12:56 Page 1 Stour Access System: a new way to manage GP appointments Better for GPs, better for patients, better all-round Take control of your time, improve the flow of patients, improve access and whats
Factsheet 7: Commissioning out-of-hours services
Gateway Reference 5917 IMPLEMENTING LOCAL COMMISSIONING FOR PRIMARY CARE DENTISTRY 1. Background Factsheet 7: Commissioning out-of-hours services 1.1 Primary Care Trusts are formally responsible now and
Primary Care Urgent Care - Case for Change
Primary Care Urgent Care - Case for Change Primary Care-led Urgent Care services are those which provide unscheduled care for patients with an urgent need, in a primary (rather than a secondary) care setting.
Summary of Malago Surgery Patient Satisfaction Survey
Summary of Malago Surgery Patient Satisfaction Survey Introduction Malago Surgery conducted a Patient Satisfaction Survey during February and March 2013. Questionnaires were made available to all patients
Report to Trust Board 29.11.12. Executive summary
Report to Trust Board 29.11.12 Title Sponsoring Executive Director Author(s) Purpose Previously considered by Transforming our Booking and Scheduling Systems Steve Peak - Director of Transformation Steve
The CQC s approach to regulating urgent care. Ruth Rankine Deputy Chief Inspector for Primary Care CQC
The CQC s approach to regulating urgent care Ruth Rankine Deputy Chief Inspector for Primary Care CQC NHS Confederation Urgent and Emergency Care Forum Ruth Rankine Deputy Chief Inspector of General Practice
Introduction to the NHS 111 Service
Introduction to the NHS 111 Service Introduction NHS 111 aims to make it easier for people to access healthcare services when they need medical help fast, but it s not a life-threatening situation. In
Patient satisfaction survey
Please answer the questions by ticking the box next to your answer. Section A: The triage system 1. Are you aware of the triage system? (If no, please move onto Section B) Yes No 2. What do you feel is
A locality approach to tackling childhood obesity: London Borough of Hackney
A locality approach to tackling childhood obesity: London Borough of Hackney LGA/ADPH Annual Public Health Conference 3 rd February 2016 Amy Wilkinson Head of Service (Children s) Public Health Hackney:
Update on NHSCB Key features of (proposed) NHSCB operating model for primary care
Aim to cover Update on NHSCB Key features of (proposed) NHSCB operating model for primary care NHSCB dental commissioning strategy all dental services Concept and context of local professional networks
Improving Urgent and Emergency care through better use of pharmacists. Introduction. Recommendations. Shaping pharmacy for the future
Improving Urgent and Emergency care through better use of pharmacists The Royal Pharmaceutical Society (RPS) believes that pharmacists are an underutilised resource in the delivery of better urgent and
webgp: the virtual general practice
webgp: the virtual general practice 1 Executive summary Over the course of 6 months, the Hurley Group piloted a suite of online patient services to 20 London GP practices (including 5 non-hurley Group
Tong Medical Practice. Local Patient Participation Report 2012-2013
Tong Medical Practice Local Patient Participation Report 2012-2013 Tong Medical Practice has an active Patient Reference Group since 2005. The group is chaired by Dr Moulson and includes representation
EARNSWOOD MEDICAL CENTRE PATIENT PANEL GROUP DES 2014 STEP 1 PPG RECRUITMENT
EARNSWOOD MEDICAL CENTRE PATIENT PANEL GROUP DES 2014 STEP 1 PPG RECRUITMENT Earnswood Patient Participation Group continues to meet every couple of months but has now commenced to work more closely with
University Hospital of North Tees Arrangements for Discharge from Hospital
University Hospital of North Tees Arrangements for Discharge from Hospital Toni McHale and Joanne Shaw-Dunn October 2014 Contents 1. Executive Summary 2. Aim of report 3. Methodology 4. Findings 5. Recommendations
PLAN DO STUDY ACT. Survey Report / Action Plan to be discussed and noted during meeting
PATIENT SURVEY ACTION PLAN Practice: The Phoenix Practice 2013/14 Patient Survey Objective: 1. Welcome back the Patient Participation Group / New Members 2 Patient Survey Questionnaire 3 Patients' priorities
PROMS: Patient Reported Outcome Measures. The Role, Use & Impact of PROMs on Nursing in the English NHS
POLICY AND INTERNATIONAL DEPARTMENT Policy Briefing 1/11 PROMS: Patient Reported Outcome Measures The Role, Use & Impact of PROMs on Nursing in the English NHS Patient Reported Outcomes Measures (PRO or
Ambulance Trust Feedback Report. Progress in improving stroke care
Feedback Report Ambulance Trust Feedback Report Progress in improving stroke care Progress in improving stroke care Ambulance Trust Feedback Report Introduction In February 2010 we published a report on
Clinical Solutions - A Case Study on the Future of Cancer
Clinical Solutions Midpoint Alencon Link Basingstoke RG21 7PP United Kingdom 12 November 2007 Main +44 (0) 1256 337300 Fax +44 (0) 1256 337399 Email [email protected] View www.csdss.com `Better Health, Better
Big Chat 4. Strategy into action. NHS Southport and Formby CCG
Big Chat 4 Strategy into action NHS Southport and Formby CCG Royal Clifton Hotel, Southport, 19 November 2014 Contents What is the Big Chat? 3 About Big Chat 4 4 How the event worked 4 Presentations 5
Sue Ryder s example of good practice in end of life care in domestic settings: joint and integrated working between health and social care.
Sue Ryder s example of good practice in end of life care in domestic settings: joint and integrated working between health and social care. About Sue Ryder Sue Ryder is a charitable provider of health
The London Ambulance Service NHS Trust
The NWL JOINT HEALTH OVERVIEW & SCRUTINY COMMITTEE 14 th October 2015 London Ambulance Service - West & Northwest Sectors 2 Our purpose The London Ambulance Service (LAS) is here to care for people in
Time to Act Urgent Care and A&E: the patient perspective
Time to Act Urgent Care and A&E: the patient perspective May 2015 Executive Summary The NHS aims to put patients at the centre of everything that it does. Indeed, the NHS Constitution provides rights to
Report. Note for adult safeguarding boards on the Mental Health Crisis Concordat
Note for adult safeguarding boards on the Mental Health Crisis Concordat Report Note for adult safeguarding boards on the Mental Health Crisis Concordat 1 Introduction The Mental Health Crisis Concordat
DR. PMA SIMPSON AND PARTNERS NEWSLETTER SUMMER 2016
DR. PMA SIMPSON AND PARTNERS NEWSLETTER SUMMER 2016 TEST RESULTS The practice sends of approximately 500 test samples every week, and when the results come back they have to be checked by one of the GPs.
1300 MH CALL 1300 MH CALL. Model of Care Community Summary. Models of care set the standard for care
1300 MH CALL Model of Care Community Summary Models of care set the standard for care Metro South Addiction and Mental Health Services Resource and Access Service Academic Clinical Unit 1300 MH CALL 2
The practice looked at the following factors that make up the groups which are a representation of the wider patient population:
HILLSIDE PRACTICE Local Patient Participation Report, April 2011 to March 2012 Background information Hillside Patient Forum is a practice patient group which has been in existence since soon after the
Patient survey for Moss Valley Medical Practice using the General Practice Assessment Questionnaire (GPAQ)
Patient survey for Moss Valley Medical Practice using the General Practice Assessment Questionnaire (GPAQ) Standard report and analysis for GPAQ Consultation Version 3 Contents: How the survey was carried
Patient Access Policy
Patient Access Policy NON-CLINICAL POLICY ACE 522 Version Number: 2 Policy Owner: Lead Director: Assistant Director of Operations Director of Operations Date Approved: Approved By: Management Executive
Questions often asked by patients and answers from the Randolph Surgery
Questions often asked by patients and answers from the Randolph Surgery 1. Why does the Randolph Surgery insist that everyone over 40 (or anyone who requires prescribed medication under 40) has a comprehensive
We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.
Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Royal Free Hospital Urgent Care Centre Royal Free Hospital,
Dementia. Post Diagnostic Support. HEAT Target
Q ue S T Q uality and E fficiency S upport Team Dementia Post Diagnostic Support HEAT Target Information Flow Mapping Guide February 2013 DRAFT ID: A5110749 Version: 5 Page 1 of 11 Contents 1.0 Background...
Improving patient access, health outcomes and efficiency in general practice. Dr Arvind Madan CEO Hurley Innovations
Improving patient access, health outcomes and efficiency in general practice Dr Arvind Madan CEO Hurley Innovations We need a technological revolution Royal London waiting room in 1907 GP waiting rooms..
Urgent Care Challenge
Urgent Care Challenge Selecting the Right Path in Pre-Hospital Care Dr David Ratcliffe FRCGP Deputy Medical Director NWAS receives almost 1.3 million 999 calls each year manages over 950,000 patient episodes
Health and Care Experience Survey 2013/14 Results for Arran Medical Group- Arran
Results for Arran Medical Group The Medical Centre Lamlash Isle of Arran KA27 8NS This report gives a summary of the results of the for. The survey was sent to 329 people registered with the practice.
Governing Body Organisational Development Programme 2015/16
Governing Body Organisational Development Programme 2015/16 Governing Body meeting 5 February 2015 C Author(s) Julie Glossop, Senior Commissioning Manager Sponsor Idris Griffiths, Chief Operating Officer
Urgent Care Centres: What works best?
Urgent Care Centres: What works best? A discussion paper from the Primary Care Foundation October 2012 Review of Urgent Care Centres 1 P a g e Contents Page Executive summary 3 1 What does good urgent
Gloucestershire Health and Care Scrutiny Committee
Gloucestershire Health and Care Scrutiny Committee Report Title Purpose of Report Is this for information or decision? Author Organisation Gloucestershire Clinical Commissioning Group update on Non- Emergency
Estuary View Minor Injury Unit
Estuary View Minor Injury Unit Introduction I have been asked to provide an article about the history of the Minor Injury Unit in Whitstable and to describe the current facility at Estuary View Medical
Copyright 2013 wolfssl Inc. All rights reserved. 2
- - Copyright 2013 wolfssl Inc. All rights reserved. 2 Copyright 2013 wolfssl Inc. All rights reserved. 2 Copyright 2013 wolfssl Inc. All rights reserved. 3 Copyright 2013 wolfssl Inc. All rights reserved.
Intensive Rehabilitation Service & Community Treatment Team
Intensive Rehabilitation Service & Community Treatment Team Caroline O Donnell Integrated Care Director North East London Foundation Trust Carol White Deputy Integrated Care Director North East London
15. What is the best thing about your GP surgery?
15. What is the best thing about your GP surgery? - Friendly and local, it's history (via various changes) goes back over a century! - Really helpful - Quick appointments, friendly receptionists - Availability
A fresh start for the regulation of ambulance services. Working together to change how we regulate ambulance services
A fresh start for the regulation of ambulance services Working together to change how we regulate ambulance services The Care Quality Commission is the independent regulator of health and adult social
Improving Emergency Care in England
Improving Emergency Care in England REPORT BY THE COMPTROLLER AND AUDITOR GENERAL HC 1075 Session 2003-2004: 13 October 2004 LONDON: The Stationery Office 11.25 Ordered by the House of Commons to be printed
We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards.
Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Eastham Walk In Centre Eastham Clinic, Eastham Rake, Eastham,
UNIVERSITY MEDICAL CENTRE PATIENT PARTICIPATION GROUP ANNUAL REPORT & ACTION PLAN 2012-13
UNIVERSITY MEDICAL CENTRE PATIENT PARTICIPATION GROUP ANNUAL REPORT & ACTION PLAN 2012-13 Introduction & Recruitment of the Patient Participation Group Review on how and why the Patient group was established:
Part 1... 3 Statement and Introduction from the Chief Executive... 3 Services Provided... 6
1 Contents Part 1... 3 Statement and Introduction from the Chief Executive... 3 Services Provided... 6 Part 2... 8 Looking Forward - Improving Quality in 2016/17... 8 Part 3... 9 Looking Back 2015/16...
Urgent Care. A Brief Overview of Urgent Care and Opportunities in an Era of Health Care Reform. Presented at NCSL, August 2014 A SNAPSHOT
Urgent Care A Brief Overview of Urgent Care and Opportunities in an Era of Health Care Reform Presented at NCSL, August 2014 A SNAPSHOT 1 What Is Urgent Care? Health care provided on a walk in, no appointment
THE SPA MEDICAL PRACTICE 2012/2013 PATIENT SURVEY REPORT
THE SPA MEDICAL PRACTICE 2012/2013 PATIENT SURVEY REPORT Report prepared by Lynnette Taplin, Operations Manager On behalf of The Spa Medical Practice March 2012 INTRODUCTION The purpose of this report
PPG / vppg Patient Survey Report Updated 22 nd March 2012
Dr A Augustine Jenner Health Centre Dr M V Edwards 201 Stanstead Road Dr C Lamptey Forest Hill Dr R M Rowland SE23 1HU Dr A Sykes Tel: 020 3049 2960 Dr S Van Cooten Fax: 020 3049 2961 Dr A Warsop Practice
Healthwatch North Somerset. Public Board of Directors Meeting. Local 111 Service (Care UK) Talk. James Head Deputy Clinical Lead
Healthwatch North Somerset Public Board of Directors Meeting Local 111 Service (Care UK) Talk James Head Deputy Clinical Lead Caroline Pike - Business Relationship Manager Tuesday 14 th April 2015 Nailsea
Guide for general practice staff on reporting patient safety incidents to the National Reporting and Learning System
Guide for general practice staff on reporting patient safety incidents to the National Reporting and Learning System NHS England INFORMATION READER BOX Directorate Medical Commissioning Operations Patients
Review of Non-Emergency Patient Transport Service in Bassetlaw
BASSETLAW DISTRICT COUNCIL Agenda Item No. HEALTH AND PUBLIC SERVICES SUB-COMMITTEE 10 MARCH 2014 Review of Non-Emergency Patient Transport Service in Bassetlaw The Health & Public Services Sub Committee
Overall rating for this service Requires improvement
Pedmore Medical Practice Quality Report 22 Pedmore Road Lye Stourbridge DY9 8DJ Tel: 01384422591 Website: www.pedmoremedicalpractice.co.uk Date of inspection visit: 22 October 2015 Date of publication:
What does the NHS Constitution mean for me? Can I get involved in decisions about my care?
What does the NHS Constitution mean for me? Can I get involved in decisions about my care? Why do we need an NHS Constitution? The NHS belongs to all of us The NHS is there for us from the moment we re
Integrating NHS 111 and out-of-hours services in North Central London. Dr Denise Bavin
Integrating NHS 111 and out-of-hours services in North Central London Dr Denise Bavin NHS 111 and GP Out of Hours NHS 111 NHS 111 is a free telephone number to help people with urgent, but not lifethreatening,
Important Information about Home Oxygen Services
Important Information about Home Oxygen Services To: Cc: PCT Chief Executives CCG Leads HOS Commissioning Leads Respiratory services staff in both community and acute settings GPs and Practice Managers
A&E Recovery & Improvement Plan
Engagement and Patient Experience Committee (A Sub-Committee of NHS Southwark CCG Governing Body) ENCLOSURE B A&E Recovery & Improvement Plan DATE OF MEETING: September 2013 CCG DIRECTOR RESPONSIBLE: Tamsin
Enhanced Recovery and CQUIN The Wirral Way
Enhanced Recovery and CQUIN The Wirral Way Sheena Hennell Commissioning Manager Wendy Lewis Enhanced Recovery Programme Lead Wirral University Teaching Hospital & Advancing Quality Alliance (AQuA) Wirral
LANGTON MEDICAL GROUP PATIENT SERVICES QUESTIONNAIRE REPORT MARCH 2015
Dear patients LANGTON MEDICAL GROUP PATIENT SERVICES QUESTIONNAIRE REPORT MARCH 2015 Thank you to all the 244 patients who completed our Patient Services Questionnaire on-line and the 29 patients who completed
If someone has collapsed, has chest pain or difficulty breathing, dial 999
Dr Fiona Cornish MA MB BChir 1984 (Cantab) DRCOG DCH MRCGP DFFP Dr Sally Barnard MB BS 1987 (Melbourne) DCH MRCGP DFFP Dr Adrian O Reilly MB BChir 1984 DRCOG MRCGP DCH DPH (Cantab) Dr Paul Linehan MB BCh
The Marlborough Medical Practice Patient Participation Group (PPG) Survey 2015 RESULTS
The Marlborough Medical Practice Patient Participation Group (PPG) Survey 2015 RESULTS Introduction The PPG Survey was carried out to allow patients and their carers to feedback on key aspects of the service
Estates & Facilities Directorate Non Emergency Patient Transport Service Action Plan
Management Communication There needs to be an improvement in the structured Communication between Trust and Mary Kyne (General Manager Facilities) and Penni Harris ( Manager) to meet formally on a weekly
YORK HOUSE MEDICAL CENTRE PPG REVIEW 2013/2014. Prepared 24 March 2014
YORK HOUSE MEDICAL CENTRE PPG REVIEW 2013/2014 Prepared 24 March 2014 York House Medical Centre PPG 24 MARCH 2014 In 2013 / 2014 the Patient Participation Group has been very active in seeking the views
GREENBANK MEDICAL PRACTICE
LOCAL PHARMACIES Boots the Chemist Tel: 633 6136 Lloyds Pharmacy Tel: 624 3529 1 Town Square 282 Lees Road Oldham Oldham Boots the Chemist Tel: 652 1620 Lloyds Pharmacy Tel: 626 5426 Elk Mill 20 High Street
Phoning the Practice
Pakuranga Medical Centre Patient Survey June 2013 Phoning the Practice 6 51% 52% 5 4 4 34% 3 2 12% 1 3% 1% 0 Never Sometimes Usually Always Never Sometimes Usually Always Phone Answered Promptly Ability
HEALTHCARE IMPROVING PATIENT EXPERIENCE AND OPERATIONAL EFFICIENCY
Patient Experience Management HEALTHCARE IMPROVING PATIENT EXPERIENCE AND OPERATIONAL EFFICIENCY A QMATIC WHITEPAPER 2013 Qmatic. All rights reserved. Version 1.0 Abstract When improving the patient experience,
Accident & Emergency Department Clinical Quality Indicators
Overview This dashboard presents our performance in the new A&E clinical quality indicators. These 8 indicators will allow you to see the quality of care being delivered by our A&E department, and reflect
NHS Constitution Patient & Public Quarter 4 report 2011/12
NHS Constitution Patient & Public Quarter 4 report 2011/12 1 Executive Summary The NHS Constitution was first published on 21 st January 2009. One of the primary aims of the Constitution is to set out
An Implementation Guide and Toolkit for Making Every Contact Count: Using every opportunity to achieve health and wellbeing
An Implementation Guide and Toolkit for Making Every Contact Count: Using every opportunity to achieve health and wellbeing Maintain or improve mental and physical wellbeing Maintain or improve mental