Dr Tony Davies 22.11.2007Dr Tony Davies 22.11.2007

HERTS URGENT CAREHERTS URGENT CARE

‘‘Local clinicians working Local clinicians working together with you to together with you to develop high quality develop high quality

Urgent Care Services in Urgent Care Services in Hertfordshire’Hertfordshire’

Three into OneThree into One

• HOOHsHOOHs Herts Out of HoursHerts Out of Hours Service based in HertfordService based in Hertford

• STARDOCSTARDOC St Albans and RegionSt Albans and Region Doctors On CallDoctors On Call

• Primary CarePrimary Care PCT led OOHs servicePCT led OOHs service based in Stevenagebased in Stevenage

HERTS URGENT CARE – HERTS URGENT CARE – WHY?WHY?

Satisfaction with the person you Satisfaction with the person you saw or spoke tosaw or spoke to

Visits Telephone PC

Our mean % Nat mean % Our mean % Nat mean % Our mean % Nat mean %Warmth of greeting 67 55 54 49 63 52Ability to listen 83 58 58 52 64 55Explanations 83 56 60 52 63 54Reassurance 79 54 61 48 59 52Confidence in their ability 75 56 60 48 61 54Express your concerns 75 56 55 49 61 52Respect shown to you 83 64 61 54 67 58Length of consultation 67 55 53 48 61 54Consideration shown to you 75 56 58 49 64 55Concern shown 71 58 55 50 65 54Recommendation to others 79 59 61 53 65 57Satisfaction with help 79 61 63 55 67 58

Satisfaction with initial Satisfaction with initial telephone contact and post telephone contact and post

consultationconsultationVisits Telephone PC

Our mean % Nat mean % Our mean % Nat mean % Our mean % Nat mean %Information provided by GP 67 51 39 50 42 49Ease of contact of OOH 75 54 57 55 52 57Manner of treatment by call op 75 61 61 62 60 62Explanation of next step by call op 75 61 66 61 63 61

Getting Medicines 44 45 45 42 43 45If worsening condition 67 54 60 50 60 51When to contact GP about call 57 50 63 46 58 46

Overall Score 72 55 58 51 58 53

HERTSHERTS URGENT URGENT CARE AND THE CARE AND THE

NQRsNQRs

NQRs 9 & 12NQRs 9 & 12PATIENT

TELEPHONE I of

ILTC999

3 MINUTES

CALL HANDLER

ACPP

URGENT OTHER

DCA 20 MINUTES

DCA60 MINUTES

CLEAR OUTCOME FOR PATIENT

F2F

EMERGENCY 1 HOUR

URGENT 2 HOURS

LESS URGENT 6 HOURS

NQR quarterly report NQR quarterly report

Figures for July - September 2007

Achieved Missed Total Calls STARDOC % Target % Variance (%)

Urgent DCA (within 20 minutes) 165 91 256 64 95 (-31)

All Other DCA (within 60 minutes) 909 80 989 92 95 (-3)

Response Emergency (60 minutes) 3 1 4 75 95 (-20)

Response Urgent (120 minutes) 247 5 252 98 95 3

Response Less Urgent (360 minutes) 871 19 890 98 95 3

HERTS URGENT CAREHERTS URGENT CARE

September 2007…September 2007…

Conservative leader David Cameron said Conservative leader David Cameron said he would “renegotiate the GP contract to he would “renegotiate the GP contract to transfer responsibility for out-of-hours transfer responsibility for out-of-hours from primary care trusts to GPs”…and from primary care trusts to GPs”…and that he would…“allow GPs to hold that he would…“allow GPs to hold budgets on behalf of their patients, budgets on behalf of their patients, making them responsible for making them responsible for commissioning out-of-hours either commissioning out-of-hours either through their own practice or, say, a GP through their own practice or, say, a GP co-operative.”co-operative.”

Now there’s a novel idea…!Now there’s a novel idea…!