NHS 111
Niall Smith Communications Manager BHH CCGs 14 June 2016
Welcome Tonight’s agenda Time Item 11.00am Doors open 11.30pm Welcome and introduction 11.35pm Engagement so far 11.45pm Setting out the draft specification 12.00pm Roundtable discussion – specification 12.30pm Feedback – one key point per table 12.40pm Quick break for lunch 1.00pm Urgent and Emergency Care plans 1.15pm Roundtable discussion – urgent care 1.45pm Feedback – one key point per table 2.00pm Close and Thanks 3
Introduction #NWLNHS111
Confusing and piecemeal system Who are you going to call? Where should I go? 999? NHS 111? A&E, or MIU, UCC? Out of hours GP? 5
Overall timetable All dates are provisional Milestone Date Go live Summer 2017 Mobilisation Spring (March) 2017 CCG Governing Body approval November 2016 Governance process October/September 2016 Business case sign off September 2016 6
Today’s event Giving you more information • Draft specification • How NHS 111 will link up with urgent care • Patient reference group 7
You said – engagement so far
Local patient engagement so far Local and national • 19 separate events across NW London – focus groups, sessions with local groups and larger scale public events Key themes that have arisen from local workshops and focus groups: • Access • Technology • Workforce • Service integration Also key point from public that new service is easy to use for those with learning disabilities and sensory impairment 9
Local engagement so far You said – key themes from focus groups meetings • Access – One call wherever possible – Only tell my story once – Direct transfer to pharmacist or dentist • Technology – With your consent, everyone has the right information for your care – Seamless transfer from one service to another – no repeating of my story, no waiting – Cloud based computing • Workforce – Direct referral to the right clinician or healthcare professional • Communication – Wide scale education and communication campaign • Service Integration – Joined up NHS 111, out of hours and urgent care – Funding allocated where it is needed to support new services. 10
Local engagement so far You said – larger public event key themes • People with learning disabilities/hearing impairment/lack of sufficient knowledge of English are not accessing the service. How will this be facilitated? • Important to communicate new service to patients effectively/education campaign • More links and signposting to other services – including third sector (child line, silver line), social care, palliative care, Police and Samaritans • Set up a patient group to review and check calls and development of specification • Mental health – ensuring people get appropriate care • Special patient notes – how will everyone who needs to see special patient notes have secure access to them? • How will it improve in particular care for illnesses such as sepsis and meningitis? 11
We’re doing – improving the service as it is now
High profile service we constantly seek to improve Introduction 13
Introduction – What’ve done to improve End of Life care Issue: Patients complained at having to repeat their story when phoning NHS 111 if they had a coordinate my care end of life care plan What we’ve done: updated our software so all coordinate my care patients are flagged up when they call Benefits: All calls from a recognised coordinate my care patient phone number are automatically put through to a clinician – quicker for patients and no need to repeat your story. In the future: we’ll link NHS 111 with the palliative care team so they can speak to the right person 14
Introduction – What’ve done to improve Medication queries or complex long term conditions Issue: For both these groups of patients, a recurring theme of taking too long to get through to the right person. Too many steps What we’ve done: For medication queries now, the service will put you through to a community pharmacist as quickly as possible. For complex long term conditions, we’ll put you through to a GP. We’ll also tag the number you call from so the process is quicker next time. Benefits: Care from the right place more quickly In the future: Pharmacists are part of the new NHS 111 service. It will also link up more with our major programmes of work to join up care for people with complex health issues. 15
Introduction – What’ve done to improve Patients with suspected Sepsis including Meningococcal Sepsis. Issue: It is vitally important to spot these cases as quickly as possible. What we’ve done: We’ve improved staff training so staff can consistently “red flag” the symptoms. Benefits: Significant safety improvements. We’ve also been shortlisted for an award for these changes. In the future: We’ll keep these training requirements. Also under the new service model, any call for a child under five will be transferred to a clinician. 16
We’re doing – setting out the draft specification
The NW London Vision Less confusing, easier to use, quicker A service that is: • Less confusing • Quicker • Easier to use • Able to share information where appropriate and we have your consent • Joined up – Primary, Planned, Urgent, Intermediate, Mental Health, Social Care, Community and Paediatric care services and other parts of the healthcare system. 18
Introduction – What the new service will do Right care, right place from people with the right skills Improve access to unplanned care so the right care is in place for your needs. Enhance quality of life for people with long-term conditions People with long-term conditions are treated in-line with their care records and wishes and get the most appropriate treatment for their needs first time. Help people to recover from episodes of ill-health or following an injury NHS 111 responds to your immediate need in a timely way and arranges for any follow-up care and support required in one go. 19
Context Urgent and Emergency care vision Ensure you have a positive experience of care NHS 111 will make using the urgent and emergency system easier for patients – booked appointments, direct access to GPs, nurses, pharmacists and dentists. Patients get information and options for self-care and are supported to manage an acute or long-term physical or mental condition. NHS 111 will ensure the early input of the most appropriate senior clinician when required. Treat and care for people in a safe environment and protect them from avoidable harm NHS 111 will provide the same quality of care to all patients using the service. Your needs are met within a single episode of care – fewer handovers and less telling your story over and over. 20
How it’ll work locally Before and after Before After 21
How it’ll work locally We’re doing • “You said – we’re doing” available on your tables Access Technology Workforce Communication Service Integration • We’re also addressing the key themes from the larger public events 22
How it’ll work locally We’re doing • People with hearing impairment, learning disabilities or who need a translator – Translator must be available within 15 minutes. – Staff trained to handle calls properly from people with hearing impairment. – National deaf service for NHS 111 http://www.interpreternow.co.uk/nhs111/ • We’ll book an appointment or transfer to the right person – We’ll review the service – play back calls etc. are built into the specification – We want your help to improve – patient reference group and further engagement will take place – Accessible Information Standard – new contractual requirement for all NHS providers http://www.brentaccessibleinformation.nhs.uk/ 23
How it’ll work locally We’re doing • AIS – Five key steps Ask – if there are any information and communication 1. needs Record – needs in a standardised way 2. Notify/flag – on a person's file 3. Share info – about people across organisations 4. Meeting needs – people receive information they can 5. understand and receive communication support. 24
Over to you Group discussion • What have we missed? • What needs to be clearer? • What would give you greater confidence to follow NHS 111 advice? 25
Group discussion
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