Bracknell UCC 4 months on Community Partnership Forum August 2014

Agenda Activity Review Accommodation Issues Signage Patient Experience Focus on the Future

Activity Review

In the first 19 weeks we have seen 11,824 patients An average of 622 per week, 88 patients per day Mondays and Saturdays have been identified as clear ‘peak’ days Peak times are 10:00 – 12:00 and 16:00 – 20:00 Data shows a 65% / 35% split for injuries and illness Staffing model has adapted since service commencement to take into account skill mix required Out of 605 referrals to the virtual fracture clinic, 300 have been managed without the need for inappropriate follow up appointments

Activity Review Top 10 Presentations Sprain / Strain Soft Tissue Inflammation Skin / Subcutaneous Infection Laceration Fracture of Limb Acute Tonsillitis Upper Respiratory Infection Muscle Strain / Injury Pain in Limb Dressing of Wound

Accommodation Issues

Temperature Concerns escalated to the CCG and to our landlord Mobile air-conditioning units purchased Water cooler available in the waiting area Patient Advisors perform regular visits to patients in the waiting area to offer water

Accommodation Issues No parking related complaints to date No issues regarding accessing the premises Compliments received in relation to modern and clean environment

Signage

Road Signage Now in place Patient feedback being obtained via the Patient User Group Internal Signage Part of the RBH internal directional boards Canvas banners on the perimeter fence

Patient Experience

“Looked after very well from reception to treatment. Quick and efficient, minimum wait” Mr W 19 th August 2014 “Quick and pleasant service. Good to know I can come here and relieve the pressure on A&E” Mr B 15 th August 2014

Patient Experience “X-ray closed for lunch which resulted in an hour delay. Unacceptable. I will not be using this service again. Also nowhere to buy lunch from whilst we were waiting.” Ms S 12 th July 2014 “Far too hot in the waiting area. I was in the centre for 2 hours and it was unbearable” Anonymous 4 th August 2014

Patient Experience “I have no problems waiting for 30 minutes to be seen but please don’t make me stare at a blank wall… Give me something to look at whilst I wait!” Mr P 1 st June 2014 “Very thorough, not sure about the service from diagnostics but a reasonable wait for an urgent care centre” Ms W 16 th July 2014

Patient Experience Patient Education Centre Supported by a team of 6 volunteers Strong relationships with Bracknell Community Foundation All non-registered patients signposted to the PEC, Over 160 patients seen so far Bracknell Forest – Programme for delivering Health Checks in the community Supporting national campaigns such as Self Care Week and Bowel Cancer awareness month

Focus on the Future

 Ryan and Christian leading on engagement plans with local practices  First service user group meeting on August 21 st  First Operational User Group Meeting in September 2014  Expansion of the children's clinic  Training centre for clinicians

Question and Answer 15 minutes