NHS Pathways Reception Point James Yates NHS Pathways Julie Davies FCMS (NW) Limited 111 Service Lead Copyright 2014 Health and Social Care Information Centre
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.
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
Who is going to use Reception Point? Emergency care settings that have on-site access to primary care services. Triage clerks (supported by clinicians).
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.
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
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).
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
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.
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. 29.85% 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.
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%
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.
Contact us Website www.hscic.gov.uk/pathways Twitter @nhspathways Email nhspathwayscms@nhs.net