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NHS Pathways The Blackpool Experience

The Golden Mile!. The FCMS Way!. Better patient centric, joined up servicesOOH services for 16 years on the Fylde CoastAward winning servicesAdvanced In

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NHS Pathways The Blackpool Experience

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    1. NHS Pathways The Blackpool Experience! Helen Fogg Director of Operations Unscheduled Care FCMS (NW) Ltd Helen.Fogg@fcms.nhs.uk

    3. The FCMS Way! Better patient centric, joined up services OOH services for 16 years on the Fylde Coast Award winning services Advanced In & OOH dental services 1st Local Pharmaceutical Service – Pharmacists & Nurse Practitioners EA, Drug/Substance, diagnostics, call handling

    4. Now We do all that and …

    5. Urgent Care Centre Blackpool

    7. Call Taking National Orange Book guidelines Locally developed over 15 years, clinically based call taking protocols to prioritise and signpost Strong Clinical Governance system National recognition 2005 National Quality Standards So…… what about NQR9???

    8. The Urgent Care Gateway The entire Urgent Care Centre was based on the FCMS way, front ended by non-clinical Primary Care Operators and Receptionists We were working to paper based protocols Operators signpost and set priorities No second triage by clinician Priority changes from Operator to Clinician was negligible But what about NQR9?

    9. NQR9 PCT agenda FCMS agenda Banged on doors NHS Pathways demo in North East Pilot Clinical Governance review Stakeholder partnership Funding

    10. What happened next… Introduction to staff & clinicians Training Change management – resistance, changing outcomes, 6 month bed in Recruitment Patient perception/staff concerns Audit Feedback to Pathways Ongoing updates and refreshers

    11. Urgent Care Go Live Early days Face to face trial and development Liaison role A&E clinician acceptance Audits CMS DoS wealth of commissioning information SPA/111

    12. Helen Fogg Director of Operations Unscheduled Care FCMS (NW) Ltd Helen.Fogg@fcms.nhs.uk

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