04/11/2015

Insight and Involvement

Lesley Goodburn Service Partner Insight and Involvement

2

Midlands and Lancashire CSU

www.midlandsandlancashirecsu.nhs.uk

Insight and Involvement the

Journey so Far

Strategy

Patients, Carers and the Public

Access and Waiting

Clean comfortable place to be

Safe high quality care

Building closer relationships

Better info more choice

Miscellaneous

Domains of patient

experience

Community Providers

Acute Providers Mental Health

Providers

Independent Providers

Voluntary Sector Providers

NHS England Area Team

CSU

Patient Experience Social media, media, complaints, PALS, workshops, surveys – any feedback

Clinical Effectiveness GP concerns about secondary care and secondary care concerns about GP services

Safety - Incidents in primary care

Quality

Implementation and Roll Out

Completed Implementation

• 9 CCGS and 350 GP practices in Staffordshire. Shropshire, Telford and Herefordshire

• 3 CCGs in Lancashire and 88 GP practices

• Salford CCG and Salford Healthwatch

• Out of Hours providers –Lancashire

• Condition support groups Staffordshire

Planned Implementation

• 4 CCGs in Lancashire and 250+ GP practices

• CCGs in Central midlands and GP practices

• Condition support and voluntary sector groups

• Care Homes

• Work with organisations in Bristol, London, Somerset

• Discussions about provider implementations across a health economy

Results• 98% of events rated as severe and above have had follow up action

• All events and feedback are reviewed within 30 days

• All data is shared across health economies 1200 active users of the system

• Over 600 hours per year reviewing the data and setting actions across the CCGs

• Data is review at quality subcommittee and formally reported to the CCG board for primary and secondary care

• 68% of cases that require action have an action formally recorded

• 181 GP practices trained

• Over 350 GP practice staff trained

• Over 600 members of staff at CCGs trained

• Over 150 CSU staff trained

• Over 50 NHS England staff trained

• Regular qrtly reporting for 12 CCGS by theme and trends

• Over 300 individual real-time dashboards and reports

• Top ten themes and trend identified

Results• New system to inform practices when a patient dies in hospital • Changes to referral system for CAHMS • Contract review for WMAS to deal with suspected fractures • Use of locum radiographers to clear backlogs on imaging • Improved discharge reports and communications • Full clinical review of district nursing services • Review of the falls service• Themes and trends feeding into communications and engagement

strategy • Review of coding in radiology and pathway • Improvements to the paediatric discharge pathway • Improvements to confidentiality and training on information governance • Plain film reporting has been improved • Standardised format for discharge summaries• Improvements to scripts for 111 service • Contract reviews of 111 and radiography service • Assurance measures for ophthalmology service • Adult protection and safeguarding referrals

Lesley.goodburn@staffordshirecss.nhs.uk07545 423379