insight and involvement lesley goodburn - king's fund goodburn.pdf · insight and involvement...
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04/11/2015
Insight and Involvement
Lesley Goodburn Service Partner Insight and Involvement
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2
Midlands and Lancashire CSU
www.midlandsandlancashirecsu.nhs.uk
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Insight and Involvement the
Journey so Far
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Strategy
Patients, Carers and the Public
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Access and Waiting
Clean comfortable place to be
Safe high quality care
Building closer relationships
Better info more choice
Miscellaneous
Domains of patient
experience
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Community Providers
Acute Providers Mental Health
Providers
Independent Providers
Voluntary Sector Providers
NHS England Area Team
CSU
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Patient Experience Social media, media, complaints, PALS, workshops, surveys – any feedback
Clinical Effectiveness GP concerns about secondary care and secondary care concerns about GP services
Safety - Incidents in primary care
Quality
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Implementation and Roll Out
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Completed Implementation
• 9 CCGS and 350 GP practices in Staffordshire. Shropshire, Telford and Herefordshire
• 3 CCGs in Lancashire and 88 GP practices
• Salford CCG and Salford Healthwatch
• Out of Hours providers –Lancashire
• Condition support groups Staffordshire
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Planned Implementation
• 4 CCGs in Lancashire and 250+ GP practices
• CCGs in Central midlands and GP practices
• Condition support and voluntary sector groups
• Care Homes
• Work with organisations in Bristol, London, Somerset
• Discussions about provider implementations across a health economy
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Results• 98% of events rated as severe and above have had follow up action
• All events and feedback are reviewed within 30 days
• All data is shared across health economies 1200 active users of the system
• Over 600 hours per year reviewing the data and setting actions across the CCGs
• Data is review at quality subcommittee and formally reported to the CCG board for primary and secondary care
• 68% of cases that require action have an action formally recorded
• 181 GP practices trained
• Over 350 GP practice staff trained
• Over 600 members of staff at CCGs trained
• Over 150 CSU staff trained
• Over 50 NHS England staff trained
• Regular qrtly reporting for 12 CCGS by theme and trends
• Over 300 individual real-time dashboards and reports
• Top ten themes and trend identified
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Results• New system to inform practices when a patient dies in hospital • Changes to referral system for CAHMS • Contract review for WMAS to deal with suspected fractures • Use of locum radiographers to clear backlogs on imaging • Improved discharge reports and communications • Full clinical review of district nursing services • Review of the falls service• Themes and trends feeding into communications and engagement
strategy • Review of coding in radiology and pathway • Improvements to the paediatric discharge pathway • Improvements to confidentiality and training on information governance • Plain film reporting has been improved • Standardised format for discharge summaries• Improvements to scripts for 111 service • Contract reviews of 111 and radiography service • Assurance measures for ophthalmology service • Adult protection and safeguarding referrals
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