Our staff - Leicestershire and Rutland

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1Deliveringquality throughfeedbackInformation about the quality of ourservices is key to improving them. Wewant our patients to be informed abouttheir health services so that they canmake choices about their own healthand their care. For this reason, we willbe publishing much more of theinformation that we collect.This year >We will onlydeliver clearimprovementsto our serviceif we respondto what ourpatients tell usStandards for better healthThis year, in addition to our own review of our performance againstour objectives we also assessed our compliance with the Departmentof Health’s national set of standards – these are called Standards forBetter Health and they set out core standards for NHS healthcare.In May 2007, we submitted a declaration to the Department ofHealth which reflected the combined positions of all three PrimaryCare Trusts operating within the financial year.We declared that we complied with 32 of the 44 standards; hadinsufficient assurance that we complied with 11 and did not meet 1of the core standards. This is a fair representation of a very difficultand challenging year.Patient feedbackWe are currently developing a process for capturing our patients’experience of our services and we should be able to report this inmore detail next year. In the meantime, our most valuable sourceof patient feedback is the complaints that we receive.10 Leicester City PCT Annual Report 2006 - 07
ComplaintsBetween October 2006 and March 2007, we received 142complaints. Of these 55 were about PCT services and 87 wereabout doctors, dentists, optometrists and pharmacists.Of the complaints about PCT services, 12 were about the serviceprovided when doctors’ surgeries are closed. Eight complaintswere received about access to speech and language therapy.Of the complaints about doctors, over a quarter were about theunhelpful attitude of staff. Other main areas of complaint wereabout diagnosis & treatment and appointment systems (13complaints).Of the 11 complaints made about dentists, 4 were about thequality of dental healthcare. In response to these complaints, wehave introduced a process whereby a patient can be examined bya dental referral officer who reports their findings to the PCT.Patient Advice and Liaison ServiceOur Patient Advice and Liaison Service (PALS) has continuedto support our patients and our public with issues relatingto the health service. Throughout the last year they dealtwith 1,853 enquiries.The team will be working throughout 2007-2008 on developingour patient and public involvement strategy to ensure that welisten to, and act on, what patients tell us about our service.PCTGPLeicester West PCT1 April - 30 Sept 2006Eastern Leicester PCT1 April - 30 Sept 2006OptometristsDentistsPALS are based at St Peters HealthCentre and can be contacted on0116 295 7011 or by email,PALS@leicestercitypct.nhs.uk.All enquiries are confidential.District nurses delivering qualityAn investment of nearly £300,000 has meant that district nursingteams can now work with GPs to identify people with chronicillnesses who would benefit from home visits to help themmanage their condition.Supporting people in their own homes means that they are lesslikely to be admitted unnecessarily to hospital. This is transformingthe care of housebound people with chronic illnesses.Teresa Smith, Head of Adult Services, explains "Our aim is to manageour patients who have chronic illnesses using the skills and experienceof our district nursing teams."Historically, many district nurses have looked after patients withleg ulcers or a skin tear, for example. The focus of care has beento heal the wound, and once healed, the patient would be discharged."This is now changed. We are looking after people for longer,helping them to manage their chronic illness."This is just one example of how quality healthcare services arebeing developed in the community so that people don’t have togo to hospital unnecessarily.Additionalinvestment plannedfor the financial year2007-2008Doctors, pharmacists,optometrists and dentists£4.8mMental health andlearning disabilities£7mAmbulance services£1mHospital services£6.3mCommunity-based services£2.8mwww.leicestercitypct.nhs.uk 11
Page 1: 2006-2007review of the year.The Ann
Page 7 and 8: The achievements of our first six m
Page 9: We achieved this tremendous milesto
Page 13 and 14: Professional Executive CommitteeFro
Page 15 and 16: Construction work continued on the
Page 17 and 18: What we are going to achieveWe will
Page 19 and 20: Name and PositionCouncillor Ross Wi
Page 21 and 22: Eastern Leicester PCTName and posit
Page 23 and 24: Name and PositionMichael CookeNon-E
Page 25 and 26: Leicester City PCTOperating cost st
Page 27 and 28: Independent auditor’s statementto
Page 29 and 30: Eastern Leicester PCTManagement cos
Page 31 and 32: Leicester City West PCTOperating co
Page 33 and 34: Independent auditor’s statement t
Page 35 and 36: Remuneration Report cont.2006/2007
Page 37 and 38: 4Statement of the Chief Executive
Page 39 and 40: Meeting the health needs of the peo

Our staff - Leicestershire and Rutland

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