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

Theme
Clinical
outcomes
Staff attitudes
Patient
information and
continuity of
care
Integration and
coordination
across services
Details
led to people missing their appointments as they couldn‟t keep up.
• Participants valued quick diagnosis and onward treatment.
• Often, the most glowing reports of their experience of NHS came out of their
stories about how they (or a loved one) had been seriously unwell, and the
NHS had „got them back on their feet‟ quickly, acting with expertise and
compassion.
• Most people thought they had used an ED or UCC appropriately – i.e. they
were ill and needed urgent care. However, some people did not have a clear
understanding of what their GP could or should provide.
• Customer service was seen as really important, and rude staff were a
common complaint („they can‟t wait to get rid of me…‟, „I just want to be
treated like a human being…‟).
• A tenacious attitude was often commented on when reflecting on current
strengths, where staff take control and „gets things done‟.
• One group felt particularly let down with the complaints process, they didn‟t
feel listened to or that their complaints were effectively resolved.
• For people with an ongoing condition, they wanted to see the same clinician
so they didn‟t have to „start from scratch‟. Some clinicians were preferred for
a range or reasons – they‟re „nicer‟, „more knowledgeable‟, „they get things
done‟.
• They also wanted more written information on their condition or for the person
they cared for – this would help them to manage more things on their own.
• This tended to be a source of frustration for people, e.g. with discharge
summaries not adequately being shared with GPs or those caring for people.
• Linked to this, some people wanted to have someone actively follow them up
with a phone call to check everything was ok.
• For some, the lack of coordination with social care was a real issue, with lots
of people turning up at different times and no coordination, even making the
point about the resources wasted and negative impact on health. Quite a few
people wanted one person to be responsible, and to know who to contact,
7.9.3 Shaping a healthier future stakeholder event
Following the consultation, on 28 November 2012 the Shaping a healthier future programme
and Ipsos Mori presented back the findings from the consultation. This was proceeded by a
number of smaller sessions, which included two sessions on urgent care. Both clinical and
public stakeholders were given a short overview of the engagement and work to date, the
key themes emerging from this engagement and the resulting standards. The remainder of
the session focused on questions from the participants, including:
Protocol for transfer from UCCs to EDs
How to ensure consistency of standards (both between different providers and at
non co-located sites)
The case for change
How patients will find out which services they should use.
7.10 Evidence base
The E&UC CIG has developed recommendations based on the best available evidence. This
includes a broad range of best practice guidelines and research publications, including:
„A service model for urgent care centres – commissioning advice for PCTs‟ –
Healthcare for London; January 2010
7b. Work of the Emergency and Urgent Care CIG 145