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Community Health and Eyecare

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Community Health and Eyecare Patient Engagement Network Herts Valley CCG Community Health and Eyecare The Service One Year On 3rd February 2020 Sharon Rourke Director of Operations Welcome & Overview • Community Health and Eye Care (CHEC) – Who are we • Our Values • Herts Valley Service – Focus • Our Services • One Year On • Unique about CHEC • What’s New Community Health & EyeCare • Largest Provider of Community Ophthalmology in the UK • Clinically Led Service (focus is clinical quality & effectiveness) • Provide care from both community setting (GP practices, Optometrists, own surgical centres) & • Own outpatient Cataract and Surgical Centres (surgical procedures) • Last Year we provided over 150,000 outpatient appointments and 9000 cataract procedures • Nationwide Growth Community Health & EyeCare – Our Values CARING – for the health of the people in our local communities, treating the patient as we would want our dearest relative. Caring for our patients/families, colleagues, and communities. Making life better. PASSIONATE – about what we do, providing high, quality and safe care for our patients and families. Sharing our strengths, recognising team engagement, and being willing with our time, knowledge and skills. A willingness to give our best. TOGETHERNESS – recognising the diversity, individuality of our patients, treating patients and ourselves with respect and dignity. One inclusive team, all different, united behind a shared vision of an inclusive culture, and delivering ‘strong-patient centred services. Celebrating what brings us together every day. LISTENING – to our patients and team members, showing compassion, empathy, honesty, and integrity. Taking ownership, responsibility and committing to the promises we make to patients and each other. Being the best, we can be. FOCUS – on what we do, how we do it and what makes a difference to us all. Being accountable, believing in ourselves, and having resilience to meet daily challenges, improve now and in the future. Always striving for a better tomorrow. HERTS VALLEY SERVICE • NHS Commissioned Service • Commissioned by Herts Valley CCG – CCG Strategy move 40% outpatient care into the community – More community based provision & Care closer to home – Accessible range of sites – Reduce pressure on the local Hospitals – Free hospital capacity for complex patients • NHS Contract Start 7th January 2019 Services Provided Consultant Led Service Referral Booking & Management Clinical • Consultant Led Triage • Own RBM Centre • Minor Eye Conditions • Dedicated Team Herts Valley • Minor Operations • Personal touch • Glaucoma Assessment – Phone every patient prior to booking appointments • Glaucoma Monitoring Service – Courtesy call patients with a reminder of their • appointment, date, time and location Dry Age Macular Degeneration – Text or letter confirming appointment accompanied by a • Diagnostics – Visual Field, Ocular Coherence Tomography map to help the patient locate the clinic • Pre-Assessment Cataracts • Every patient contacted to for Satisfaction Survey & • Post Operative Cataract Follow Up Feedback • New Development - Website (live chat) New Services – January 2020 • Patient information leaflets • Wet AMD • YAG Lasers • Cataract Surgery Services Provided - Locations 1 Highfield Surgery – St Albans 1 Jacob Court 61 Russet Drive, St Albans AL4 GP 0AY 2 Highfield Surgery – Hemel Hempstead Cambrian Way, Hemel Hempstead HP2 5TA GP 3 Red House surgery 124 Watling Street, Radlett WD7 7JQ GP 4 Sheepcot Medical Centre 6 Cunningham Way, Watford WD25 7NL GP 5 Boots Opticians – Intu Centre Watford INTU Centre, Watford, WD17 2TR OPTOM 6 Community Eyecare Cataract and Surgical Intu Centre, Unit 42B 83-87 High Street, CHEC Centre Watford, WD17 2UB 7 Specsavers – Hemel Hempstead 252-254 Marlowes, Hemel Hempstead HP1 OPTOM 1BJ 8 Paul Adler Opticians 41A Abbey Avenue, St Albans AL3 4BH OPTOM 9 St Albans Eyecare Centre 38 London Rd, St Albans AL1 1NG OPTOM 10 Specsavers - Watford 86-88 High St, Watford, WD17 2BP OPTOM 11 David Pressman Opticians Unit 52 Marlowes Centre, Hertfordshire HP1 OPTOM 1DX One Year On Period January & December 2019 Patient Numbers • Total number of patient contacts– 27,510 (appointments) • Total number of patients – 13,908 Service waiting times – – Clinical triage within 2 workings days – Seen and treated within 6 weeks of referral (National Standard 18 weeks) – Urgent Referrals within 2 weeks of referral – Emergency Pathways in place One Year On – Patient Complaints Patient Complaints – 21 (1/4/19 – 20/1/20) Herts Valley Themes Thematic analysis shows Transfer of Care to be highest at 29% (6) • Transfers of Care 19% • Patients used to Hospital setting 29% • Understand Change for patients • Initial difficulties 14% Oct – Dec 2019 (Q3) saw an 80% reduction in 10% complaints with only 2 being received in that period 9% 10% 9% Clinical Administrative Behaviour/Attitude Location/Access Surgical Process/Pathway Equipment Failure Transfer of care 0% One Year On – Patient Satisfaction Friends & Family Test CHEC Own Patient Survey Highly Likely or Likely to recommend the Overall Patient Satisfaction Results service • April – June 95% • April – June 86% • July – Sept 96% • July – Sept 87% • October – December 90% • October – December 90% One Year On – Patient Feedback Pt called CHEC to express his feelings following his appointment He stated that X explained everything in detail and what would be happening at his following I was delighted with my consultation appointment next week, no waiting time, yesterday. Dr took the time to go back seen straight away and it was the best through my old records with me and the care he has ever received with the NHS tests done by your company and was able the person she saw listened to reassure me that my vision isn't to her and all of the store deteriorating. Overall my experience was were wonderful and it was very much better much better than having to go to the hospital. Patient called as she wanted to let us know she thought our service was fabulous and everyone at the clinic was lovely thank CHEC for their bookings service, she expressed how pleased she was with Patient wrote to CHEC to say he had CHEC's staff members with regards to recently attended an appointment with booking her Ophthalmology appointment. CHEC and that he thought everything was she was very grateful for the ​different excellent and then went on to describe it appointment/clinic options provided that as outstanding. He understood that he suited her needs and gave her choice would need a follow up appointment in 6 months and would be happy to attend at any time. Unique about CHEC Engagement and Educational events for Optometrists Own Engagement Team • Engagement & Educational events • Improves Pathways and local clinical knowledge • Support for Optometrists Consultant Led Service • Communication Network • Assist with queries/issues/guidance • Monthly Engagement Visits • Visit all practices Hospital and CCG relationship Hospital Clinical Commissioning Group • Excellent engagement with Hospitals in • Monthly Contract Meetings the area • Regular contact with Commissioners • Evident in the joint work to resolve any • Joint work on clinical pathways transfer issues • Joint rapid response to any issues • Joint work on clinical pathways (emergency, shared care) • Respond to feedback • Incidents – joint work to improve – Example FAQs • Consultant to Consultant engagement – Telephone message • Patient Co-ordinators contact • Good relationship (advice/management of patients) • Supportive environment • Referral Booking Management Centre Manager can call anytime What’s New We are located within the Intu Shopping Centre, Watford, next to Sole Trader and Krispy Kreme on the ground WE ARE HERE floor. We have our own patient transport service for patients who require support to travel Watford Cataract and Surgical Centre Mr Joel Beckford – Hospital Manager Further information & news visit our website https://www.communityhealthservices.co.uk/ Thank You .
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