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Care on Call - the OOH Service for Kent & Sussex. Dr Stephen Bellamy Medical Director – Susdoc. Care on Call - the OOH Service for Kent & Sussex. Carolyn Clarke Chief Executive - Maiddoc. Consortium Co-ops. 4 separate providers:- TTDOC 125,000 MAIDDOC 175,000 SUSDOC 300,000

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care on call the ooh service for kent sussex

Care on Call - the OOH Service for Kent & Sussex

Dr Stephen Bellamy

Medical Director – Susdoc

Local Care, Local Doctors

care on call the ooh service for kent sussex1

Care on Call - the OOH Service for Kent & Sussex

Carolyn Clarke

Chief Executive - Maiddoc

Local Care, Local Doctors

consortium co ops
Consortium Co-ops

4 separate providers:-

TTDOC 125,000

MAIDDOC 175,000

SUSDOC 300,000

MIDSXDOC 100,000 patients

Local Care, Local Doctors

consortium co ops1
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 A&E

Local Care, Local Doctors

where did we start
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!

Local Care, Local Doctors

managing change self
Managing Change - self
  • Confident and excited
  • Overwhelmed
  • Support from peers – reassurance
  • Not alone any more
  • Specialists – more defined roles

Local Care, Local Doctors

managing change staff
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

Local Care, Local Doctors

so what do we do now
SO WHAT DO WE DO NOW?

Local Care, Local Doctors

implementing change
Implementing Change
  • Regular meetings as managers
  • Division of workload
  • Involvement of PCT
  • Integration with other service providers

Local Care, Local Doctors

care on call the ooh service for kent sussex2

Care on Call - the OOH Service for Kent & Sussex

Jane Harris

Nurse Manager – Susdoc

Local Care, Local Doctors

clinical excellence quality assurance
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

Local Care, Local Doctors

protocols
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

Local Care, Local Doctors

recruitment training
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

Local Care, Local Doctors

the future
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

Local Care, Local Doctors