1. How the whole OOH team contributes to good clinical care
Dr Simon Abrams
Director of Clinical Services, Urgent Care 24 and
Medical Director Urgent Health UK (UHUK)
08/05/2018
Providing Quality OOH Primary Care

2. Good Clinical Care
Cum Scientia, Caritas – “With Scientific care, compassion”
08/05/2018
Providing Quality OOH Primary Care

3. Roger Neighbour “The Inner Consultation” (Ex President of RCGP)
08/05/2018
Providing Quality OOH Primary Care

4. Handover – ensure the patient understands what they are doing
Connect - establish rapport with the patient – listen to what they have to say and show you are interested.
Summarise – obtain the clinical information, review it, understand what the problem is, (make the diagnosis), work out options for managing the problem. Discuss this with the patient and agree what to do
Handover – ensure the patient understands what they are doing
Safety Net – give the patient advise as to what to expect is the normal progress and what to do if it does not go as expected
House keep – ensure that the clinician is in a fit state to provide good clinical care
08/05/2018
Providing Quality OOH Primary Care

5. Taught at Medical School
Take a history
Examine the patient
Make a differential diagnosis
Do investigations
Make a diagnosis
Develop the management plan
08/05/2018
Providing Quality OOH Primary Care

6. Drivers Equipment check (Doctor) Script check (Doctor)
Get there quickly and safely (Patient)
Inform new doctors of processes and procedures (Doctor)
Patients reassurance – on patient transport (Patient)
Service to patients – stopping off at the chemist (Patient)
Culture of service (Patient)
Security of Doctors – look around for K**b H**ds (KH)
Safety of Dr in patient’s house
Good relationships – offloading for Dr – what gets said in the car stays in the car (Doctor)
Confidentiality – trust you’ve got to trust the doctor, doctor has to trust you (Doctor)
Contribute to development of service (Patient)
Suggestions for health and safety (Everyone)
08/05/2018
Providing Quality OOH Primary Care

7. Shift Supervisors Setting the tone of the shift
Matching resources to demand
Problems solving
Directing traffic
MAKING THINGS
WORK
08/05/2018
Providing Quality OOH Primary Care

8. Dispatcher Helping prioritise the calls, driving past postcodes
Negotiating politely with patients to get them to come to UCCs
Comfort calls
08/05/2018
Providing Quality OOH Primary Care

9. Receptionists Signposting patients Greeting patients
Advising patients of delays
Informing doctors of condition and mood of patients
Providing chaperone services
Reassuring patients
08/05/2018
Providing Quality OOH Primary Care

10. Admin: Supporting the OOH service
Ensuring the focus is on service when service is running
Running rotas
Paying wages
Keeping the team
happy
08/05/2018
Providing Quality OOH Primary Care

11. What Are You Really Doing to Contribute to Clinical Care?
Keeping the patient happy –
what would you like if it was your mother/grandmother/sister/child
How would you want them treated by non clinical staff?
Enabling the Clinician to do their job
08/05/2018
Providing Quality OOH Primary Care