strategic framework for gp out-of-hours public meeting 13th august 2012 dr e.g.j. o’neill...
TRANSCRIPT
Strategic Framework for GP Out-of-Hours
Strategic Framework for GP Out-of-Hours
Public MeetingPublic Meeting13th August 201213th August 2012
Dr E.G.J. O’NeillDr E.G.J. O’NeillConsultant Medical Adviser Consultant Medical Adviser
Directorate of Integrated CareDirectorate of Integrated CareHealth & Social Care BoardHealth & Social Care Board
Public Consultation
Public Consultation
Closing date – Closing date – 2828thth September September
20122012
Public MeetingsPublic Meetings
OutlineOutline
1. Introduction and background
2. Our plans – Strategic Framework
3. Your say
BackgroundBackground
1. GP Out-of-Hours – for urgent primary care conditions when GP practices are closed
2. 5 provider organisations
3. Last year over 574,000 calls
Call VolumesCall Volumes
When When you you contact contact us…..us…..
TriageTriage Immediately life-threatening:
these calls should be passed to 999 ambulance within 3 minutes.
Urgent: appointment given at initial contact or triage within 20 minutes by a health professional
Less urgent: triage within 1 hour by a health professional
Face-to-face consultationFace-to-face consultation
The health professional will determine if a person needs a face-to-face consultation and the appropriate timescales.
A face-to-face consultation, if required, usually takes place at an Out-of-Hours centre or occasionally at a patient’s home or place of residence.
Face-to-face consultationFace-to-face consultation
Urgent: within 1 hour if required after completion of triage.
Less urgent: within 2 hours if required after completion of triage.
Routine: within 6 hours if clinically appropriate after completion of triage.
How do we do?How do we do?
How do we do?How do we do?
ComplaintsComplaints
In 2011/12 – 99 complaints
574,811 contacts
Complaint rate is approx 0.017%
Strategic FrameworkStrategic Framework
1. Simplify access to GP Out-of-Hours e.g. single telephone number
2. Improve operational efficiency
3. Improve alignment with other healthcare services
Simplify access to GP Out-of-Hours
Simplify access to GP Out-of-Hours
Simplify access to GP Out-of-Hours
Simplify access to GP Out-of-Hours
Simplify access to Simplify access to GP Out-of-HoursGP Out-of-Hours
reducing current telephone numbers from 7 to 1 access number
consolidating the Out-of-Hours six computer systems to one regional system
sharing call handling workload among call centres at busier times
Simplify access to Simplify access to GP Out-of-HoursGP Out-of-Hours
implementing more sophisticated telephony to manage this sharing of call handling workload
improving communication with the public in terms of appropriate use of the service and how to access the service
Operational efficiencyOperational efficiency
continuing to develop standard protocols and processes
standardising clinical governance: including best practice pathways for common presentations and performance management systems
standardising the triage process, through decision support tools, agreed performance management processes, and refinement of triage processes
Operational efficiencyOperational efficiency sharing triage workload across the region
at busier times (calls and consultations) consolidate the number of triage centres
at times of low demand e.g. overnight using technology to co-ordinate and
facilitate home visits: progress towards mobile working at quieter times, where GPs travel to see patients, and Out-of-Hours centres are only opened as required for clinical consultations
ensuring the service is developed in a way that best meets patients’ needs
Alignment with servicesAlignment with services aligning call handling and triage processes with
Northern Ireland Ambulance Service
enhance collaborative working and agree protocols
to facilitate the easier transfer of appropriate calls to the ambulance service
transfer of appropriate “Category C” ambulance calls to the GP Out-of-Hours service
Alignment with servicesAlignment with services retaining provision by local organisations of
home visits to see patients, and the facility to see GPs in local Out-of-Hours centres
allows for future development, to complement and align with the development of A&E (ED) and unscheduled care services
retains flexibility to enable clinical provision which is responsive to local need (through Local Commissioning Groups) and to primary care providers
Alignment with servicesAlignment with services considering the expansion of service
provision (review interface with other services)
staff and infrastructure could be used, for example, to provide a call handling service for other services such as social services contacts during the Out-of-Hours period
Co-location and integration of other services would simplify and improve patient access
Expected benefitsExpected benefits
Service More efficient and better quality serviceBetter management of peaks and troughs Formal common standardsBetter governancePerformance managementFinancial efficiencyDevelopment of the operating modelOptimised use of workforce and centres
Patient Clear patient pathway (single phone number)Removal of geographic boundariesPatient focused informationConsistent processesFaster response at peak timesChoice of centre to attendMore coordinated joined up service
Your SayYour Say
Respond to the consultationRespond to the consultation
Closing date – 28th September 2012
Dr Sloan Harper (GP Out-of-Hours Consultation)Health and Social Care Board
12-22 Linenhall Street
Belfast, BT2 8BS
E-mail: [email protected]
Website: www.hscboard.hscni.net