Care on Call - the OOH Service for Kent

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Care on Call - the OOH Service for Kent Sussex

• Dr Stephen Bellamy
• Medical Director Susdoc

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Care on Call - the OOH Service for Kent Sussex

• Carolyn Clarke
• Chief Executive - Maiddoc

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Consortium Co-ops

• 4 separate providers-
• TTDOC 125,000
• MAIDDOC 175,000
• SUSDOC 300,000
• MIDSXDOC 100,000 patients

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Consortium Co-ops

• 4 full cover bases
• 3.5 satellite bases
• nurse triage on incoming calls
• paramedic visiting service
• NHSD hub at Maidstone
• Emergency Care Centre at Maidstone AE

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Where did we start?

• Written proposal document for the provision of
  the new service
• Selection process by the PCT
• 19th December selection process complete
• Consortium born!

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Managing Change - self

• Confident and excited
• Overwhelmed
• Support from peers reassurance
• Not alone any more
• Specialists more defined roles

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Managing Change - staff

• Redundancy costs
• Consultations with staff
• Importance of local knowledge
• Administratively jobs for all
• Increased responsibility/career opportunities
• Important to retain experienced staff

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SO WHAT DO WE DO NOW?
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Implementing Change

• Regular meetings as managers
• Division of workload
• Involvement of PCT
• Integration with other service providers

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Care on Call - the OOH Service for Kent Sussex

• Jane Harris
• Nurse Manager Susdoc

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Clinical excellence Quality Assurance

• Take approximately 50 calls out of the Co-op
• Resolution rate 65-75
• Patient GP satisfaction-
• Patient / GP Satisfaction Questionnaires
• Nurse Audit Sheets
• Voice Recording

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Protocols

• Research Based
• Agreed by Medical Directors
• Tool to provide structure to Consultation
• Aids Clinical Decision Making
• Exclude Red Flags early
• Prompt referral if Tel Adv not appropriate
• Call Back
• Open Door policy

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Recruitment Training

• Knowledge base and experiences paramount to
  success
• 30-40 hours training One-to-One with ongoing
  assessment
• Voice Recording used for reflective practice at
  the end of each session
• 3 Formal assessments 41 separate criteria

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The Future

• Face to Face Consultations
• Paramedic and Nurse team visiting
• Support to local practices to meet targets
• Travel Clinics / IMMs / Minor Ops
• Practice Nurse Bank