SaHF DMBC Volume 1 Edition 1.1.pdf - Shaping a healthier future

No. Standard Adapted from source
services with paediatric competencies for children over 12 years old).
Training should be provided to all clinical staff to ensure that they able to recognise patients that
may require a mental health referral.
The 30 minutes response time starts at the first attempt to contact the mental health liaison team.
A response is classified as a phone call answered/referred accepted, a conversation regarding the
patient and a plan for further assessment in place.
Figure 7.14: Shaping a healthier future urgent care centre standards, patient experience:
No. Standard Adapted from source
18
Patient experience data to be captured,
recorded and routinely analysed and acted
on. Data is to be regularly reviewed by the
board of the urgent care provider and
findings are to be disseminated to all staff
and patients.
Healthcare for London (2010) A service delivery
model for urgent care centres
Primary care foundation (2012) Urgent care
centres: what works best
2011 Adult and emergency services clinical
quality standards
Developed by adult patient experience panel
NICE (2012) Patient experience standards
Supporting information:
Information is going up the hierarchical chain to the provider board and back down again to staff
working in the urgent care service in terms of reasoned guidance so that staff feel both informed and
involved.
It should be possible to identify changes made as a result of the feedback collected.
Patient experience tools should be updated regularly based on the data and findings captured.
In cases where the patient is too ill to communicate (or too young), families‟/carers‟ experience data
is to be captured, recorded, and routinely analysed and acted on.
19
All patients to be supported to understand
their diagnosis, relevant treatment options,
ongoing care and support by an appropriate
clinician.
Healthcare for London (2010) A service delivery
model for urgent care centres
2011 Adult and emergency services clinical
quality standards
NICE (2012) Quality standard for patient
experience in adult NHS services
Developed by adult patient experience panel
Supporting information:
Support to include the provision of appropriate material, including patient information leaflets.
The provision of patient information leaflets should be available on the most common urgent care
presentations.
Provision of any information leaflets should be available in an appropriate format and should be
available in languages appropriate for the providers‟ local population.
All communication with patients and their families and carers should be compliant with local policy.
Support to include phone interpreting services during opening hours.
This standard does not supersede existing patient confidentiality policies and protocols.
From arrival to discharge all patients must be treated with dignity, kindness and respect from all
members of staff.
20
Where appropriate, patients to be provided
with health and wellbeing advice and signposting
to local community services where
they can self-refer (for example, smoking
cessation services and sexual health,
alcohol and drug services).
Healthcare for London (2010) A service delivery
model for urgent care centres
Developed by adult patient experience panel
Supporting information:
Advice on health and well being and self-care to include the provision of appropriate material,
including information leaflets.
Verbal and written communication to be provided on local community services which patients can
7a. Clinical vision, standards and service models 111