Felixstowe OTD Training Session - Agenda

Slides:



Advertisements
Similar presentations
PATIENT SURVEY When you contact the surgery do you feel that surgery staff treat you with respect and are polite and courteous?
Advertisements

Welcome to The Park Medical Practice We aim to provide comprehensive quality patient centred primary care. Delivered by happy, motivated staff who are.
December 2013 Patient Survey Results.  355 patients took part in our Surgery questionnaire. This gave them the opportunity to comment on and rate the.
Combs Ford Surgery Patient Information Screen October 2013.
A & E For SERIOUS injuries or illnesses ONLY. A & E A&E departments assess and treat patients with serious injuries or illnesses. Generally, you should.
GPAQ Survey Results & Summary Analysis for: Marple Cottage Surgery Individual Questions Analysis and Year On Year Comparison (2007/2008 – 2008/2009)
“Patient First” at Ravenswood 2013 We are a large, modern, urban practice with 15,500 patients 8.5 full time equivalent doctors 2 experienced nurse practitioners.
Blandford Medical Centre Presentation to Patient Forum Group “Patient Survey Results” 21 March 2014.
LITTLE MOOR SURGERY 10 OFFERTON LANE OFFERTON STOCKPORT SK2 5AR Tel: Fax:
Ipsos Mori NHS The GP Patient Survey. The Department of health is running the GP patient survey again this year to assess patients’ experiences of their.
Wickham Market Medical Centre Patient Survey Results February 2013.
Recording Demographic Details Back to Basics Kay Fairy & Pip Wardle ICT Services 22nd January 2010.
Bursledon Surgery FLU SEASON If you are 65 years or older, have a chronic disease like heart disease, diabetes or have a respiratory or an auto immune.
COMBS FORD SURGERY Patient Information Screen September 2015.
Wallington Medical Centre What is it like to be a patient? Thoreya Swage
Wickham Market Medical Centre Patient Survey Results March 2012.
Appointments summary Lawley Medical Practice 02Nov15.
Pharmacy Technician Pilot : Wendy Bagnall Medicines Management Technician Chris Blunt Practice Manager.
You will be triaged and assessed by a qualified nurse who will decide where you need to be in order for your condition to be best managed. The triage nurse.
On 19 th October 2015 we introduced:  Urgent Appointment System (Triage)  Named GP’s.
Dates of changes to services at Bootle Surgery Closed for all services Mon 2 nd May – Bank Holiday, **Open Tuesday 3 rd May** Friday 6 th May Tuesday 10.
Bedford House Medical Centre Thinking of Going Abroad?
East Midlands Ambulance Service
Bedford House Medical Centre
How the New Telephone & Appointment System Works!
Patient Group Meeting Wednesday 22nd March 2017.
The NHS Urgent Medicine Supply Advanced Service Pilot
Understanding Mental Health Services
Comments & Suggestions
Patient Participation meeting Monday 11 February 2013
‘Test your knowledge of New Ways’ Scenarios Workshop
Message from Dispensary
Message from Dispensary
Bedford House Medical Centre
Results of Patient Survey
LITTLE BUSHEY SURGERY CHRISTMAS 2016 AND NEW YEAR 2017 SURGERY OPENING HOURS Friday 23rd December am-12.30pm 1.15pm – 6.30pm Saturday.
Patient Survey Feedback
Merstow Green Medical Practice
PRACTICE PATIENT SURVEY CALVERLEY SURGERY DECEMBER 2013
PRACTICE PATIENT SURVEY WEST LODGE SURGERY DECEMBER 2013
Comments & Suggestions
-Addressing Patient Demand
PATIENT SURVEY Thank you to those who completed a Patient Survey Questionnaire, the response was very good and we got a total of 255 completed, so here’s.
Comments & Suggestions
CAMBRIDGE AVENUE MEDICAL CENTRE & MESSINGHAM FAMILY HEALTH CENTRE
Patient Requests for Telephone Consultations
Blackheath PMS Woodland Surgery What is it like to be a patient?
Bedford House Medical Centre EVENING & WEEKEND APPOINTMENTS
Occupational Health Management Referral Guide
Portishead Medical Group Patient Information Evening Mon 2nd Oct 2017
The Practice: a case study evaluation of a Vanguard pilot site
Central Surgery – Journey to Demand-led Access
Silverdale Medical Practice
London Ambulance Service NHS Trust
Call Management and Clinical Triage
PPG Open Meeting 4th June 2018.
Let’s plan Health and Care in Kington
Patient Group meeting agenda 8 November 2017
Township 1 & 2 Neighbourhood Wide Receptionist Forum Julie Coakley, Practice Manager, Charnock Medical Centre Helen Lenthall, Business Manager, Hackenthorpe.
Merstow Green Medical Practice
By the Right Professional
Phone: Fax: After Hours:137425
Right person, right time, right place…
People and staff Patients said: A named GP is valued
Transforming Primary Care through Specialist Paramedic Involvement Scottish Ambulance Service & Teviot Medical Practice Collaborative Project
LETS ALL STAY WARM THIS WINTER PLEASE KEEP ALL DOORS CLOSED
What you told us about proposed changes to urgent care in Newcastle
Harry Longman, Patient Access
Wootton Medical Centre
SunnyBank Medical Centre
Presentation transcript:

Felixstowe OTD Training Session - Agenda Arrival 1.30pm Overview – for all participants 1.45pm Case for Change Triage / Booking Process Walk-In Policy Rota Questions Break into 2 groups SystmOne training – for all Haven staff 2.15pm EMIS training – for Howard and Walton clinicians 2.15pm Doctors leave for Trinity Park 3.30pm

Case for Change Practices cannot recruit partners/salaried doctors as GPs retire or leave Practices without partners has an uncertain future for patients and staff – it could be taken over by the hospital or a corporation, or closed and the list passed to other surviving practices Practices are looking for ways to reduce workload on GPs The only option is to look at ways of doing things differently Any new money will be available only to practices working at scale, so it’s good to get together now Larger groups of GPs/practices will have more of a voice with the powers that be OTD is a really good start to relieving pressure on GPs right now

Felixstowe OTD Reference Guide November 2016

Triage/Booking Process

Triage Protocol - process   Patients continue to call their own surgery as usual but all calls after 3.30pm are filtered and triaged by reception staff using this OTD reception protocol. Filtering: there is a “banned list”- see Table 1.These cases are filtered and reception staff inform patients how their request can be met the following working day, or transfer the call appropriately. The remaining calls are placed on the OTD telephone list for the OTD team to triage. If it’s immediately apparent that the patient must be seen, the receptionist can book an appointment for the patient to be seen at FGH. Therefore there are two lists - one for OTD team triage, the second for patients who the receptionist has assessed as needing a face to face appointment at FGH. All entries on either appointment list should have the reason given by the patient for their call and it should be noted which practice the patient is from; Howard, Haven or Walton. Visit requests continue to be triaged by the doctor via a telephone call. Clinical work likely to come to OTD team:- On the day minors patients, face to face & phone, walk ins (refer policy) Triage visit requests after 15.30 Carry out any required visits Sink for tasks without other destination Some calls passed to the OTD team should be treated as urgent – see Table 2. This can be recorded on the OTD list and the OTD team would be contacted by telephone to let the GP know an urgent call has been added. Staff should err on the side of caution if unsure.

Triage Protocol - script   When patients are to be seen or called by the OTD team, reception staff can advise: The three surgeries are working together, so you may be seen by a doctor or nurse from another Felixstowe practice If the receptionist has triaged the call to be seen by GP or Nurse, advise they will be seen at FGH If patient requires further information about the service, a leaflet and poster is available at FGH waiting room If patient doesn’t wish to be seen by this service, alternate options are: Phone own surgery again next morning Call NHS111 Reception can offer Felixstowe GP+ appointment which can be booked (if available) all week

Triage Protocol – banned list (not for OTD)   Request Preferred call disposal Repeat medication requests Request on line Call next working day after 10am If on repeats, community pharmacy (at their discretion) can dispense a short supply whilst awaiting a new script Staff who would see their own employer working as a doctor in OTD team Receptionist negotiates alternative Med3 Call next day Routine follow ups With own GP next available day Dental issues Patient to ring own dentist Or ring 111 Medication issues except acute reactions e.g.; rash All script enquiries With own GP next day   Results Letters On-going problems that do not require urgent advice End of Life Pass call to own GP Methadone related enquiries, patients with substance misuse problems Social care background enquiries – usually a fax

Triage Protocol – for OTD but treat as urgent   Request Results faxed or phoned to the surgery from hospital or other organisations Visit requests Medical emergencies Shortness of breath Severe persistent chest pain Fitting Constantly crying infant Children floppy, rash or parental concern Uncontrollable haemorrhage Collapse or loss of consciousness New or worse confusion Severe allergic reaction Extensive burns or scalds Vomiting diabetic patient Stroke signs - FAST: weakness of face or arm, disturbance of speech. Time is of the essence Anything reception teams consider to be urgent Anything caller considers urgent or if caller insistent even if it appears on the banned list Err on the side of caution

Booking / Clinic Lists

Walk-In Policy - page 1. The Felixstowe ‘On the Day’ (OTD) service is a collaboration between Walton Surgery (managed by Suffolk GP Federation), Haven Health and Howard House GP practices. The collaboration does not currently include The Grove Medical Centre. Whilst OTD is not a walk in service it is recognised that there may be occasions where patients will present at the clinic without a pre-booked appointment. As OTD is not designed to be a walk in service it is under no obligation to see walk-ins, however, it is may be appropriate for the OTD GP to assess the patient.   1. Patient pathways 1.1 Walk-in patients registered at The Grove Medical Centre Patients registered with The Grove Medical Centre will automatically be re-directed at the point of walk-in to MIU at Felixstowe General Hospital. 1.2 Walk-in patients registered at Walton Surgery, Haven Health or Howard House As OTD is not designed to be a walk in service it is under no obligation to see walk-ins, however, it may be appropriate for the OTD GP to assess the patient. For those registered with Walton Surgery, Haven Health or Howard House the receptionist will:- advise the patient that OTD is not a walk in service there is no guarantee that an appointment can be made the receptionist will inform the OTD GP who will assess their suitability to be seen

Walk-In Policy - page 2. 1.3 Walk-in patients who are temporary residents (‘out of towners’) If Walton Surgery, Haven Health, Howard House are on duty that day for temporary residents arriving at MIU, it may be easier for the OTD doctor to deal with the patient at FGH rather than asking MIU to call the GP surgery as they usually would. The OTD GP will assess their suitability to be seen at FGH. Out of town patients attending MIU when medical cover is being provided by The Grove Medical Centre should not been seen by the OTD service and will be dealt with as they are now by MIU reception informing The Grove Medical Centre.   1.4 Clinical emergencies Patients may present with a medical emergency including: Shortness of breath Severe persistent chest pain Fitting Constantly crying infant Children floppy, rash or parental concern Uncontrollable haemorrhage Collapse or loss of consciousness New or worse confusion Severe allergic reaction Extensive burns or scalds Vomiting diabetic patient Stroke signs - FAST: weakness of face or arm, disturbance of speech. Time is of the essence. Doctors have an ethical duty, set out by the GMC, to help in a clinical emergency. Such patients will be treated irrespective of their place of registration.

Walk-In Policy – page 3. 2.0 Record keeping & signposting    2.0 Record keeping & signposting   The walk-in will be registered/recorded on SystmOne in order that the volumes can be captured for reporting/audit purposes and so that there is a record of the assessment undertaken by the OTD GP. If the OTD GP decides to see the patient, the receptionist will book an appointment and update the clinical system of the registered GP practice as per the usual process. The receptionist will advise the patient if they are not going to be seen and provide advice and signposting to other appropriate sources of help. The OTD GP may be involved if necessary. SystmOne will then be updated to reflect that the walk-in was rejected as either not appropriate, lack of capacity or advice & support given.

Rota – for first 3 months Haven Health – Monday & Thursday Howard House – Tuesday & Friday Walton Surgery - Wednesday

Questions?