Re-commissioning Urgent Care Services

Barnet 2009

Urgent Care Service Model

Phone Call Walk In

Urgent Primary Care Call Handling

Telephone Clinical Assessment

Telephone Clinical Advice

Primary Care Centre

Consultation

Medical Home Visit

Face to Face Clinical Assessment

District Nursing Service

Intermediate Care Service A&E

CommunityPharmacy

Social Services Call Handling

Mental Health Services Call Handling

0845 4647NHSD Advice

999LAS Emergency

Scheduled Registered GP

Premises

single telephone number access appropriate referral between services information collected once clinical assessment carried out once patient information flow between services available patient care plans feedback to care manager information to patients regarding services

Services

provision of access, clinical assessment, advice and referral to all urgent primary care services

provision of OOH GP, dentistry and pharmacy services

provision of urgent primary care services at the primary care centres including at BA&E

Additions to Telephone Service

5pm to 9am for district nursing and intermediate care call handling

Fast tracking for clinicians Prior patient records, care plans and

feedback

Links and information management

OOH Activity

Total Monthly Calls

Calls Dealt with by Telephone Clinician

Calls Requiring NP/ECP/GP Consultation

Calls Requiring Dentist Advice / Consultation

2,400 1,272 (53%)

1,032 (43%)

24 (1%)

OOH GP ServiceWalk in

Telephone

Join queue

Appointment

WIC

Reception

Next available clinicianby competence

6.30pm to 11pm, weekends and bank holidays Finchley and Edgware WICs

Home visiting by clinical need all night

OOH Dentistry and Pharmacy

Dentistry Dental treatment Saturday, Sunday and bank holiday

mornings 21% of calls

Pharmacy Pharmaceutical advice Medication dispensed Controlled drugs Palliative care

WICs

Urgent care at primary care centres GPs, diagnostics and pharmacy Currently at Finchley and Edgware and open to

all GP registration for unregistered attendees Referrals to pharmacy minor ailments schemes Links with scheduled GP services

WIC Activity

ServiceTotal Monthly Attendances

Edgware WIC 4,563

Finchley WIC 3,193

Barnet A&E

GP Registration

GP Practice Links

GP Appointment Bookings

actual registration and health check for unregistered patients

direct access to diagnostics

actual booking of appointments for assessed patients

Quality

Quarterly monitoring meetings National OOH quality requirements

Patient satisfactionClinical audit

Standards for better health Complaints, incidents, protection, risk