Darwen Healthlink – Engagement Event Feb 2018

Summary of Improvements and Innovations

Practice Name: / Darwen Healthlink / Date / 22nd Feb 2018 1:30 pm
Undertaken by: / Laura Neal
What works well / Activities to be undertaken / Lead / Measures / Timescale
Staff helpful and friendly /
  • Feedback to the staff in meeting and via newsletter
/ FP
Emma /
  • Staff Engagement
  • Friends and family
  • Questionnaires
/ March – June 2018
Staff empathy- they will find a way to help and navigate to the right service /
  • Feedback to all staff in meetings, email and via newsletter
  • Improve on this by having a cancellation list for receptionists – call back patients who require urgent on the day appointments
/ FP /
  • Friends and family
  • Audit the response to cancellation appointments after 3/12 instillation
/ Ongoing monthly review
GP continuity – patients feel comfortable to see the same clinician but then also equally happy to see others GP’s as consultation notes are thorough /
  • Feed back to the partners
  • Feedback in meetings to the nursing team
  • Feedback to Monitor via questionnaires
/ FP
LN /
  • Friends and family test
  • Questionnaire
/ Ongoing monthly review
Short waiting times to see all clinicians/ nurses – with waiting times to get an appointment acceptable /
  • Congratulate staff for keeping timely appointments, monitoring the flow of patients waiting and addressing issues in a timely and effective manner
  • Monitor waiting times for patients
  • Improve on this by having a cancellation list for receptionists - call back patients who require urgent on the day appointments
/ FP
TK /
  • Audit 1) appointment waiting time and 2) time whilst waiting for an appointment
  • Audit the response to cancellation appointments after 3/12 instillation
/ Sept 2018
Consultations where clinicians are looking at you rather than the computer- patients felt listened too. /
  • Monitor to keep to high standards of care and quality
/ FP
LN /
  • Audit
  • Friends and Family
/ Sept 2018
Follow up aftercare good /
  • Ensure staff have the time and resources to provide compassionate follow up care.
/ FP/ LN /
  • Audit
  • Questionnaire
  • Patient feedback to be obtained before leaving the health centre (to enable a more timely effective feedback cycle)
/ October 2018
What does not work well / Activities to be undertaken / Lead person / Measures / Timescale
  • Car Park – Prescription delivery van taking up patient spaces, not enough spaces on the car park for the health centre. This can cause distress if the patient is on time for the appointment, but then running behind when struggling to park. The health centre is used by many different services all having access to the patient car park
/
  • Feedback to the building services
  • Feedback information to the local CCG
/ FP/ LN /
  • To be taken from Feedback and recommendations from the highlighted concerns from patients
/ July 2017
  • Prescription dispensing and ordering issues.
  • Chemist in the health centre many ongoing issues
/
  • Noted to be one particular on site chemist not delivering services that other locality services offering – causing delay in prescriptions
  • To meet with pharmacy
/ Prescription team / FP /
  • Outcomes of the meeting
/ July 2018
  • Patient Access online
/
  • Service to offer patients that are struggling to have a drop-in session to speak to one of the dedicated administration team
/ TK /
  • Audit patients using online access
/ Sept 2018
  • Signage to the building & website information
/
  • Check the signs which state seating to go to and also signs on the walls for prescriptions desk and checking in desk
  • Area on the waiting boards which shows the who the staff are and on the website
/ FP/ TK/ IT /
  • Observation study
  • Website review
/ June 2018
  • LED screens
/
  • Patients to have the option to have their name displayed
/ FP /
  • To seek advice from IT
/ Sept 2018
  • Xray – confusing at times – not enough information given by locums e.g walk-in clinics
/
  • Email to Pathology services
  • Action to be taken on ICE forms regarding whether walk in and place to goeg BCW or BRH
/ LN /
  • Await outcome from Pathology services
/ Sept 2018
  • Letter from consultant – secondary services: felt that information and letters not acted on in a timely manner- eg > 2wks
/
  • Data collection via audit of workflow and implement a PDSA cycle
/ LN/ FP/ LG /
  • PDSA activity with SMART objectives
/ November 2018
  • Notice boards to promote what the practice is undertaking eg late smear clinics, Spoke clinics, local services eg 111 (not all participants were aware of services)
/
  • To be monitored and updated frequently
  • Advertise in waiting rooms with leaflets for service
  • Advertise in local shops
  • Electronic newsletter to be sent to patients via email with permission
/ FP/ TK/ LM /
  • Measured against local and national standards eg Public Health England.
  • Quarterly Newsletter updated
/ Ongoing - at least quarterly

Darwen Healthlink Engagement Event 22.2.2018/ LN