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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. 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

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  1. Care on Call - the OOH Service for Kent & Sussex Dr Stephen Bellamy Medical Director – Susdoc Local Care, Local Doctors

  2. Care on Call - the OOH Service for Kent & Sussex Carolyn Clarke Chief Executive - Maiddoc Local Care, Local Doctors

  3. Consortium Co-ops 4 separate providers:- TTDOC 125,000 MAIDDOC 175,000 SUSDOC 300,000 MIDSXDOC 100,000 patients Local Care, Local Doctors

  4. 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

  5. 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

  6. Managing Change - self • Confident and excited • Overwhelmed • Support from peers – reassurance • Not alone any more • Specialists – more defined roles Local Care, Local Doctors

  7. 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

  8. SO WHAT DO WE DO NOW? Local Care, Local Doctors

  9. Implementing Change • Regular meetings as managers • Division of workload • Involvement of PCT • Integration with other service providers Local Care, Local Doctors

  10. Care on Call - the OOH Service for Kent & Sussex Jane Harris Nurse Manager – Susdoc Local Care, Local Doctors

  11. 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

  12. 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

  13. 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

  14. 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

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