Exeter 2011-sentinel

Sentinel Healthcare Southwest CICGeneral Practice Led, Community Focused

Patient Opinion – our journey

Neil Parsons, Sentinel Healthcare Southwest CIC Strategic Manager

June 2011


Introduction

• Background• Our services:

•Community interest Company (CiC)•Clinical Assessment Service (CAS)•Clinical Treatment Service (CATs)

• Patient & Public• Commissioning outcomes• Questions


Background

• Sentinel owned and run by GPs and Practice Managers in Plymouth (233 shareholders from General Practice)

• Started April 2008• Community interest Company (CiC) – ‘not for profit’ • Mission statement - 'To provide a proactive and

innovative leadership role, in the planning and delivery of first class health and social care for the community'

• Wave 1 GP Commissioning Pathfinder• Local vision ‘Healthy system’ – patients to people…..

Sentinel Healthcare Southwest CICGeneral Practice Led, Community Focussed

Future Plans-The new “System”

MORE community based

choices

ReducedROTT rate

SUSTAINABLE COSTSUSTAINABLE COST

Initial Case Mix

Integrated Integrated ““CommunityCommunity”” FilterFilter

Reducing RTT

LESS reliance on face2face

Prevention Prevention and Maintenanceand Maintenance

Treating IllnessTreating Illness

Education + SupportEducation + Support More More PlannedPlannedCareCare

UnplannedUnplannedCareCare

Novel use of IT To Novel use of IT To provide provide ““livelive”” datadata


Clinical Assessment Service (CAS)Initially set up Clinical Assessment Service (CAS) to

improve quality and introduce peer to peer review of referrals

• Covers Plymouth, South Hams & W Devon and SE Cornwall practices (66 in total)

• 20 clinical staff involved with sifting •GPs, GPwSIs, Hospital Based Consultants & Nurses

• 88,000 (approx) elective care referrals per year•350 (approx) per day – very variable!!

• Referral processing 99% patients contacted within 48 hours•Approx 80% patients contacted first time, many within 24 hours•Strong drive to continue improvement


Clinical Treatment Service (CATs)• Services provided at local community hospitals

• Dermatology and Minor Ops – ‘one stop clinics’ with GPwSIs and GPs

• ENT – GPwSI• Musculoskeletal – GPwSIs and ESP Physiotherapists• Cardiology - GPwSI

• All GPwSIs supervised by secondary care clinicians


Patient & Public – Getting InvolvedStarting point• Patient feedback surveys for all services – continual• Lots of positive feedback

• Sense that it was very structured / choreographed??


Patient & Public (1)

Then we found Patient Opinion and realised we had just scratched the surface!•Registered with PO Summer 2010 – money should not be the driver on which an organisation decides whether it should do this!?•Started promoting service to patients – this takes time and needs to be nurtured!

• Link on all our patient facing documentation• Link on website• Proactive targeting in our treatment services – at reception• Targeted campaigns in month

- PO Team were really supportive



We have been astounded by how often patient feedback / comments are viewed on the website!•We have used the feedback to implement service changes•Have also been able to contact through PO patients where additional follow up seemed necessary•Have used the feedback internally to promote ongoing drive for excellence….and remind ourselves that we are doing a good job!


Clinical Commissioning – local context•Believe PO could provide a commissioning dashboard regarding patient experience of commissioned services – quality marker / outcome•Have a local interest in individual patient experience across providers•PO branding is strong – use this across the health community to promote patient feedback•Make PO mandatory for providers in the future (incl. General Practice)??????


Questions ??

Exeter 2011-sentinel

Health & Medicine

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