Bracknell UCC4 months onCommunity Partnership ForumAugust 2014

Agenda

• Activity Review

• Accommodation Issues

• Signage

• Patient Experience

• Focus on the Future

Activity Review

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 ReviewTop 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

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

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

Patient Experience

“Looked after very well from reception to treatment. Quick and efficient, minimum wait”

Mr W19th August 2014

“Quick and pleasant service. Good to know I can come here and relieve the pressure on A&E”

Mr B15th 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 S12th July 2014

“Far too hot in the waiting area. I was in the centre for 2 hours and it was unbearable”

Anonymous4th 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 P1st June 2014

“Very thorough, not sure about the service from diagnostics but a reasonable wait for an urgent care centre”

Ms W16th 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

Focus on the Future

Ryan and Christian leading on engagement plans with local practices

First service user group meeting on August 21st

First Operational User Group Meeting in September 2014

Expansion of the children's clinic

Training centre for clinicians

Question and Answer15 minutes