Bath and North East Somerset Urgent Care Service Tees Resilience Event 14 October 2014
Dec 14, 2015
Bath and North East Somerset Urgent Care Service
Tees Resilience Event
14 October 2014
Content
• Background • An overview of the service• The streaming process• Impact so far• Challenges• Learning• The future
• An ageing population• Increasing demand and expectations• People living longer with long term conditions• Finite resources and inequitable use• Support of local clinicians• Fragmentation of services • Right care, right place, right person, right time• Services due to be re-commissioned: walk in centre,
GP out of hours
Drivers For Change
Urgent Care Service
• Purpose– To help people with urgent care needs to get the right advice or
treatment in the right place, first time• What It Is
– An Urgent Care Centre based at the front door of but separate from ED
– Staffed by GPs, Nurse Practitioners, Operational staff• What Does It Provide
– Streaming of ED attenders – to discharge– Urgent care by appointment– Home visits– Telephone advice
Accessing The Urgent Care Service
Referral to the Service Self presentation to ED or UCC
The Streaming Process
Step 1: Patient walks into centre
OTHER ROUTES OF REFERRAL:
Other healthcare professional
GP out of hours
GP in hours
Ambulance
NHS 111
The Streaming Process
Step 2: Receptionist checks if the patient has an appointment or is expected and collects demographics accordingly
The Streaming Process
Step 3 - The UCC Streaming Nurse: a. Reviews all cases in Patient First
and will select those with minor illness, minor injuries of more than 7 days duration, long term conditions, contraception and sexual health issues, and dental problems
b. Undertakes a brief assessment of the patient’s symptoms and advise on the best course of actionc. Completes and closes the case in Patient First and on the ED case cardd. Provides advice on how to access services in the future
The Impact So Far
• Streaming activity:– capturing13.5% of all ED attendances
= 23% of all self referral/walk in ED attendances
Note: 2% of activity arrives by ambulance
• Complaints = 0.19%
• Previous WIC activity (2.5k pm) hasn’t arrived at ED
The Impact So Far
The Impact So Far
• Developing the integrated approach
• Treating urgent as urgent
• Cultural change:– Patients– Staff– Other providers
The Challenges
• Maintains primary care focus
• Allows workforce to maintain and develop urgent care skills
• Avoids creep into emergency care
• Bridges work between primary and secondary care
Benefits Of GP/UCC Integration
• Fully integrated with NHS 111 • NHS 111 books appointments• PEMS to GP Practices• Access to Summary Care Records,
Special Patient Notes and soon GP records • Fully integrated with GPOOH• Economy of scale with GPOOH• Joint Clinical Governance (CCG, ED, UCC)
Benefits Of Vocare’s BDUC Model
• Further developing the integrated approach:
– Joint governance
– Joint training and education
• Improving patient flow
• Developing the workforce:
– Competency framework
– Clinical supervision
– Performance reviews
– Individual development plans
The Future
ANY QUESTIONS ?