Patient Safety and Satisfaction is at the core of everything we do
Information Guide – Community Ophthalmology Service Newbury and District, North and West Reading, South Reading and Wokingham CCGs
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 1
Patient Safety and Satisfaction is at the core of everything we do
CONTENTS STATEMENT FROM THE MANAGING DIRECTOR ...... 3 HEALTHHARMONIE AND EVOLUTIO PARTNERSHIP ...... 5 COMMUNITY CONDITIONS AND PROCEDURES ...... 7 SECONDARY CARE CONDITIONS AND PROCEDURES ...... 9 REFERRAL ROUTES/METHODS ...... 10 INCLUSION AND EXCLUSION CRITERIA ...... 11 REFERRAL TO TREATMENT TIMEFRAMES ...... 12 PRESCRIPTION...... 12 ONWARD REFERRED PATIENTS ...... 12 2WW REFERRED PATIENTS ...... 13 HOST SITES ...... 13 TRANSFERRED PATIENTS...... 13 REFERRAL FORM ...... 14 GENERAL PATHWAY ...... 17 OCULAR REFINEMENT PATHWAY ...... 18 COMMUNICATION ...... 20 CONTACT INFORMATION ...... 21 FEEDBACK ...... 21 CONTACTS LIST ...... 22
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 2
Patient Safety and Satisfaction is at the core of everything we do
STATEMENT FROM THE MANAGING DIRECTOR
HealthHarmonie work in partnership with CCGs to provide Community services for patients. We understand the pressures on commissioners and primary care services to deliver high quality patient care, offer patient choice and to achieve this in a cost-effective way. Patient safety and satisfaction is at the core of everything we do. We are registered with the CQC and deliver safe and efficient services for all patients. Our Medical Director Joe Jordan FRCOG FRCPI (HonDL) and Clinical Leads are leaders in their fields and actively endorse the quality standards provided by HealthHarmonie. We provide high-quality Community Services for our GPs and Optometrists to ensure a more efficient care pathway timeframe for their patients. Our Business HealthHarmonie have been working in partnership with healthcare Commissioners and providers for over 10 years, we currently are the provider of Community Services for the 47 CCGs, including:
• Luton • Birmingham South Central • Birmingham Cross City • Sandwell and West Birmingham • Stoke • Nottingham • South Staffordshire • Walsall • East Cheshire • Bradford • Telford and Wrekin • Lincolnshire • Newcastle Times and Locations of Our Clinics HealthHarmonie will undertake Community Ophthalmology Services within local and accessible GP and Optometrist locations within the 4 West Berkshire CCGs. Please see within our pack the host locations for this service. As the service embeds we will be looking for additional hosting sites to ensure our patients greater flexibility of locations and choice. HealthHarmonie aim to ensure patients do not travel more than 3 miles for their appointment, that there are good transport links, that our secured locations have ample parking and enable weekdays, evenings and weekends clinic timetables to suit patient’s busy lifestyles. Language HealthHarmonie’s service provide an interpretation service.
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 3
Patient Safety and Satisfaction is at the core of everything we do
Advantages of utilising the Community Services
Advantages for the Patient Advantages for the GP/Optometrist
✓ Seen by highly trained and ✓ Rapid response times to patient, experience Ophthalmology clinician within 20 days of referral for appointment ✓ Patient is seen within a Primary Care setting ✓ Outcome reports sent back within 48 hours of the appointment via ✓ Patient treated within 20 days from Docman receipt of referral ✓ Provides patients with varied options ✓ Locations of clinics are flexible and for care pathways provide patient with choice ✓ Direct referral pathways into ✓ Flexible appointment slots to fit in secondary care for 2WW patients with the patient’s lifestyle – evening and patients requiring secondary and weekends care identified during their care pathway with HealthHarmonie ✓ Free and accessible car parking facilities ✓ Experienced clinicians within their respective fields. ✓ Clinics held in comfortable and familiar surroundings ✓ Strong Clinical Governance with adherence to and audit against ✓ Strong clinical performance and NICE guidelines governance
✓ Friendly staff
✓ Patient education and involvement in care pathways
✓ Interpreter facilities available
✓ Access to shared electronic medical record/sage and Information Governance compliant referral methods
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 4
Patient Safety and Satisfaction is at the core of everything we do
Patient Safety and Satisfaction Patient Safety and Satisfaction is at the core of everything we do at HealthHarmonie. We ensure monthly clinical and operational audits are performed on 10% of all patients seen within the service to maintain our high-quality standards. All patients have the ability to complete a satisfaction survey with us achieving a 30% completion rate every month. This feedback will be shared with you via quarterly newsletters and be used to consistently improve the service we provide to you and your patients. We look forward to you and your patients utilising the service, enabling greater choice for the patients during their care pathway. Kindest Regards Mary Corridan, Managing Director
HEALTHHARMONIE AND EVOLUTIO PARTNERSHIP
HealthHarmonie are working in partnership with Evolutio Care Innovations for the delivery of the Community Ophthalmology Service. This partnership has been formed to ensure smooth and localised personal delivery of the service, utilising the latest technology to underpin the patient pathway from referral to treatment. We believe as a direct result of this partnership, you and your patients will see the following benefits: • Localised Service - Evolutio is based within Henley on Thames and work actively within the field of Ophthalmology, providing effective referral support and clinical triage services. This will bring improved local knowledge and accessibility for you and your patients. • Localised Knowledge - Evolutio have an in-depth understanding of the local health economy which supports the smooth integration and whole system approach to the delivery of this service • Specialist Experience - Evolutio provide innovation to the field of ophthalmology, offering seamless electronic integration across the eye care pathway, provision of an integrated shared electronic medical record and full integration with NHS e-Referral.
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 5
Patient Safety and Satisfaction is at the core of everything we do
Evolutio will be undertaking the referral management and clinical triage section of the contract, utilising innovative technology to provide an integrated pathway across primary, community and secondary care. GP’s can refer into the service using NHS e-Referral, whilst optometrists can refer electronically behind the security of the N3 network through e-Refer, a bespoke IT platform to allow electronic referrals from optometrists into community services (referrals are also accepted via fax and NHS Mail). Evolutio’s team of in-house triage team of experienced clinical optometrists and ophthalmologists review and summarise each referral against locally defined pathways and threshold policies to establish the most appropriate clinic type and urgency. Through the use of integrated systems, Evolutio and HealthHarmonie are able to ensure direct onward referrals for patients into acute providers where appropriate from point of triage and during their care pathway i.e. following a consultation within the community service, ensuring minimal delay to patient care and eliminating any further referral management during the patients care pathway. Together, we provide the foundation infrastructure, clinical expertise and sustainable platform to grow, rethink and revolutionise community ophthalmology provision.
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 6
Patient Safety and Satisfaction is at the core of everything we do
COMMUNITY CONDITIONS AND PROCEDURES
Please find below a list of procedures included within the Community Ophthalmology Service. EYELIDS AND ORBITS
Trichasis Meibomian gland dysfunction Allergies Eczema Cysts** Concretions Epiphora Dry eyes Dacrocystitis Blepharitis
CONJUNCTIVA SCLERA
Inflammation Pinguecula Cysts** Episcleritis, scleritis
VITREOUS
Flashes and floaters Posterior vitreous detachment Opacities
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 7
Patient Safety and Satisfaction is at the core of everything we do
ANTERIOR CHAMBER
Anterior uveitis
CORNEA
Abrasion Recurrent abrasion syndrome Dry eye Endothelial abnormality Dystrophy
RETINA
Pigmented abnormalities Dry AMD Vein exclusion Arterial occlusion Retinal break Disc abnormality Schisis Macular hole Epiretinal membrane
**Please note IFP policies apply to these conditions *** Community Service will see patients aged 16 or above
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 8
Patient Safety and Satisfaction is at the core of everything we do
SECONDARY CARE CONDITIONS AND PROCEDURES
EXTERNAL EYE/CORNEA
Keratitis Corneal dystrophy Keratoconus Pterygium
PAEDIATRICS
All Cases
OCULOPLASTIC
Suspected Malignancy Orbital Lesion Ectropion Entropion Eyelid Scarring Ptosis as per policy Artificial eyes/anophthalmic sockets
GLAUCOMA
All Cases
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 9
Patient Safety and Satisfaction is at the core of everything we do
RETINA
AMD Other Macular Disease Uveitis Retinal Dystrophy Retinal vascular disease Suspected Malignancy
OTHER
Cataract Posterior capsular opacity Under 16s REFERRAL ROUTES/METHODS
There are many ways in which you can refer into the Community Ophthalmology Service Referral Method Details to be used Preferred Method for Referral
E- Refer Direct electronic referral between yourself and us. Please call Evolutio to discuss connection
If Practice is unable to refer via this methods other options include:
NHS.NET [email protected]
Please contact Nicole McQueen to set up shared EMIS agreements within EMIS
Secure Fax 0333 240 7729
Evolutio The Dairy Post Stonor Park Henley-On-Thames RG9 6HF
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 10
Patient Safety and Satisfaction is at the core of everything we do
INCLUSION AND EXCLUSION CRITERIA
Inclusion
Patients over age of 16
NHS registered patients registered within Newbury & District, North and West Reading, South Reading and Wokingham CCGs
Patients presenting with conditions listed as above
Exclusion
Surgery that is deemed ‘Cosmetic’
Suspected Malignancy
Patients under 16 – Orthoptist
Conditions listed in Secondary Care Procedures
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 11
Patient Safety and Satisfaction is at the core of everything we do
REFERRAL TO TREATMENT TIMEFRAMES
Our service timeframes are detailed below: Description Timeframe
Treatment times from receipt of referral 20 days
Triage of referral Within 24 hours of receipt
GP Outcome reports issued post 48 hours after patient appointment by appointment Docman Report issued immediately post patient appointment with verbal confirmation of receipt by GP Practice Identified suspicious cases
Information passed immediately via direct 2WW pathway to secondary care
Histology results and reports 14 days post excision
PRESCRIPTION
HealthHarmonie will provide the patient with a prescription of 28 days or such shorter period for a full course of medication as appropriate. As specified by the Commissioner, the patient’s GP will be responsible for completing any further prescription needs required for the treatment of the patient’s condition. ONWARD REFERRED PATIENTS
HealthHarmonie have established onward referral pathways with local Secondary Care providers. The responsibility of onward referrals from point of triage or during patient’s Community Care Pathway will be actioned by HealthHarmonie, patient offered choice and informed of the next stages of their care. The patient’s GP and/or Optometrist will be informed of any onward referral by HealthHarmonie via post Consultation report
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 12
Patient Safety and Satisfaction is at the core of everything we do
2WW REFERRED PATIENTS
The Community Ophthalmology Service does not accept 2WW patients. If a patient is accepted into the service and during their care pathway a suspicious case is identified, HealthHarmonie have direct pathways into the local 2WW secondary care pathway. All 2WW patients will be referred into secondary care directly by HealthHarmonie with their GP informed within 24 hours of identification. HOST SITES
HealthHarmonie will be undertaking the Community Ophthalmology service in clinically appropriate settings of Minor Surgery Suites and Treatment Rooms in the host sites listed below. HealthHarmonie alongside the four CCG’s clinical team have undertaken Infection Control audits in line with CQC standards. ✓ Woosehill Surgery - Wokingham
✓ University Health Centre - Reading
✓ West Berkshire Community Hospital - Thatcham
✓ Optometrist Sites – TBC within first 3 months of service delivery
Please Note: Further sites will be added to the service throughout its lifespan with clear communication provided to GP and Optometrist Practices. TRANSFERRED PATIENTS • HealthHarmonie will have written to your patients who are currently within a care pathway with The Practice Group, to inform them of the changes to the management of their condition.
• HealthHarmonie will send you electronic versions and full packs of Patient Leaflets providing key information on the Community Ophthalmology Service and patient transfer information for those patients who are currently within a care pathway with The Practice Group for their eye condition.
• Service Posters are available for display within all practices, if you wish for this information please contact us on the details provided below.
HealthHarmonie Community Ophthalmology Information Guide – West Berkshire 13
REFERRAL FORM
Page 14 of 23
Page 15 of 23
Page 16 of 23
GENERAL PATHWAY
Please note: Patient will see a Consultant for their First Initial Consultation to ensure correct pathway first time
Page 17 of 23
OCULAR REFINEMENT PATHWAY
Page 18 of 23
Page 19 of 23
COMMUNICATION
Page 20 of 23
HealthHarmonie will ensure prompt & regular communication with all referring GPs and Optometrists. This will be completed via:
• Outcome reports issued within 48 hours post patient appointment
• Quarterly Newsletters
• Practice/Locality Meetings
• Individual Practice Key Performance Indicator Reports
• Bi annual Surveys to GPs
• Training/Education Events
CLIENT RELATIONSHIP TEAM
HealthHarmonie have a dedicated Client Relationship Team who are readily available to answer any questions from referring Practices & GPs. This is headed by our Client Relationship Manager:
Client Relationship Manager Name: Colleen Brown Email: [email protected] Telephone: 0121 201 0196
CONTACT INFORMATION
SERVICE MANAGER: Rebecca Frankenburg
• BOOKING TEAM = 0203 708 7860
• CLINICAL ADVICE LINE = 0333 015 6677
• EMAIL = [email protected]
FEEDBACK
Page 21 of 23
HealthHarmonie encourage feedback from GPs, Optomestrists and Patients. Feedback can be provided to our Clinical Governance Department using the contact details below. Clinical Governance Manager
Name: Clinical Governance Manager Email [email protected] Telephone: 0121 201 0197
COMPLAINTS & INCIDENTS
HealthHarmonie have a robust Complaints & Incidents procedure and take full ownership of any complaint/incident received into our service. All cases are investigated by our Head of Operations & Medical Director. Timeframes Acknowledge of Complaint = 3 working Days Investigation of Complaints = 21 working days Final Response Letter = 28 working days Lessons Learned All complaints & incidents have lessons learned completed as a mandatory requirement that feed into our Service Improvement action plans. On occasions HealthHarmonie may share investigation outcomes & shared learning with Practices & the CCG. Sharing of Complaints/Incidents HealthHarmonie will report complaints/incidents received into the service with the CCG as part of our monthly reporting
OTHER FEEDBACK AVENUES HealthHarmonie receive feedback on our service via other avenues including
• Patient Satisfaction Surveys – completed at 30% of monthly activity • GP Surveys – issued bi annually • Compliments
CONTACTS LIST
Page 22 of 23
Name Title Telephone Email Address Number HealthHarmonie Team
Mary Corridan Managing 0121 454 7779 [email protected] Director
Andrew Commercial [email protected] Jackman Director 0121 454 7779
Operations [email protected] Nicole McQueen Director 0121 201 0194
Rebecca Service Manager 0203 708 7860 [email protected] Frankenburg
Clinical Samantha Governance 0121 201 0197 [email protected] Paterson Manager
Operations Hayley Cutler 0121 513 0828 [email protected] Manager
Client Colleen Brown Relationship 0121 201 0196 [email protected] Manager Patient Service Patient Service Team Team 0203 708 7860 [email protected]
Clinical Advice Clinical Support Line Team 0333 015 6677 [email protected]
Jo Farrimond Finance Manager 0121 201 0192 [email protected]
Page 23 of 23