St Austell Healthcare Responds to Healthwatch Cornwall Recommendations

St Austell Healthcare responds to Healthwatch Cornwall recommendations.

The Managing Partner/Executive Manager Bridget Sampson at St Austell Healthcare (SAH) has provided a full response to the eight recommendations made by Healthwatch Cornwall, as published in June 2016.

You can read the full report at: healthwatchcornwall.co.uk/our-work/our-reports/

Healthwatch Cornwall’s Chief Executive Debbie Pritchard also held a face-to-face meeting with Ms Sampson in April 2016 to discuss the key findings to that point, the practice’s proposed actions and the areas where they were facing difficulties.

Our first recommendation was for SAH to build relationships with the community.

The practice told us that in April an ambitious social prescribing programme had been set up to link its partners in St Austell to support patients. They explained that community/social prescribing is a way of connecting primary care patients (e.g. GP patients) to sources of appropriate, non-clinical support in the community. Staff, known as social prescribing navigators, will provide links for patients to opportunities which will support them with improving their physical and mental wellbeing. This will include courses that will be tailored to individual patient needs and will be combined with follow-up and motivational interviewing. The practice will aim to help patients take control of their own health and chronic diseases by facilitating access to physical activity, peer support networks and third sector organisations.

The initial phase of the project will focus on exercise-based initiatives, run by existing and approved community providers. Many have charges associated with their services but concessions have been negotiated for SAH patients.

In May, the practice also launched a new website staustellhealthcare.co.uk – which provides patient information while also enabling access to the clinical system to book GP appointments, order medication, obtain blood test results and access summary care records. Patients are being encouraged to register for this access.

In July, the first new style newsletter was sent out. This is available electronically via the website and in paper format from any of the surgeries.

Doctors and Ms Sampson have also accepted invitations to talk to various groups in St Austell to update them on developments at the practice.

Our second recommendation suggested holding public engagement events.

The practice told us that two public engagement events were held in July, supported by the Patient Participation Group (PPG). Both were on Saturdays and widely advertised in local media, posters at surgeries; pharmacies; libraries and supermarkets. These drop-in sessions at Wheal Northey meant where visitors could have refreshments, and meet the doctors, nurses and managers at the practice. Ms Sampson said: “They were useful sessions and we had patients attend with a variety of questions and indeed some just popped in to meet the staff.

“We plan to undertake some more public engagement events to coincide with our flu days in September.”

The third recommendation made was for Healthwatch Cornwall to consider working with the PPG.

Since making the recommendation Healthwatch Cornwall’s Chief Executive has agreed to attend a PPG meeting, hopefully in August 2016.

The fourth recommendation was for Healthwatch Cornwall to facilitate patient focus groups.

Ms Sampson said the practice would be keen to be involved once dates are advised.

Our fifth recommendations related to the telephone service.

The practice told us that after listening to patient feedback it implemented, in April, separate telephone lines for referrals enquiries, queries about prescriptions and a dedicated cancellation line. In addition, a significant number of GP and blood test appointments were made available online to reduce the volume of calls on the main phone system. All these numbers are advertised on the website, on posters in the surgery and in the newsletter. Technical problems with phone
lines have been resolved and the practices monitors daily the waiting times on
the phone.

The sixth recommendation focussed on website messaging.

In addition to the new website, the practice has told us that it has introduced text messaging for patients reminding those adults who have provided a mobile number of their appointment. This service also provides the opportunity to cancel that appointment by text should it not be needed.

The seventh recommendation suggested applying for funding for
technology upgrades.

The practice told us that it was keen to start E-consult, which is an online platform that enables patients to self-manage and consult with their own GP through the practice website, but the cost is prohibitive. They have been advised by commissioners there is no funding available for this pilot scheme but if Healthwatch Cornwall is aware of any other sources of funding to advise them
of this.

Our final recommendation looked at the transfer of services to one large and accessible site.

We were told by SAH that NHS England approved a substantial sum of money to support the development of new premises in St Austell. An initial sum of money was given to the practice to undertake the pre-planning work. Ms Sampson said the practice worked with the council to identify an ideal site in the centre of St Austell. Negotiations were underway with the council to purchase the land, surveys and architects were involved and a detailed business case was produced.
Ms Sampson added: “Unfortunately the finance has now been withdrawn by NHS England and NHS Kernow and it looks unlikely that this development will
now happen.

“Any help Healthwatch Cornwall can give us with this project to identify financial backing would be appreciated.

“We would like to thank you for undertaking the survey and face-to-face sessions and your feedback is vital in shaping our future services.”

In addition to the recommendations, Healthwatch Cornwall has offered to make a short film for SAH’s website and waiting room screens to provide information to patients and to give an insight into the day-to-day activities at the sites.