NHS Oldham CCG

 We held two public events on 26 June 2013. More than 70 members of the public, with a range of experience, attended and shared their experiences and view with us. This is the presentation used:

General thoughts and experiences – top issues raised

  • Access to care at weekends and out of hours.
  • The need for a single point of contact who is ‘here to help’ rather than being passed around the system with nobody taking ownership.
  • Sharing patient records so that all clinicians have the full story and patients don’t have to repeat themselves.
  • Communication needs to be well signposted, reliable and consistent.
  • Geography –  locations where care is delivered can be really varied sending patients across Oldham/GM.
  • Complex needs – patients with lots of different conditions feel as though they have a mountain to climb currently, with lots of paperwork and phonecalls that don’t seem to be linked together properly. The ideal would be to have someone that could help pull this together for them and make things easier.
  • Lack of confidence in staff getting back to patients, taking ownership of their case – across health and social care. Would like to see a change in attitude, so that they feel cared for and prioritised.
  • Some GPs co-ordinate care better than others at the moment, could this be audited/standardised?
  • Staff could and should be utilised more effectively, so use the skills of existing teams to help build the integrated care teams.
  • Recognition needed of the role of self-help  in the integrated care process, to try and prevent patients from going into hospital in the first place.
  • Need to swing the feeling of ownership of healthcare back to the patient.

 

Themes - issues rasied

Locality teams

  • What exactly are they? Who will be involved? At what level?
  • Who is the face of co-ordinated care? Teams, services or individual clinicians?
  • Need to ensure it’s about 121 point of contact.

Patient involvement

  • Involvement has come too late, feels a bit like a ‘tick box’ exercise.
  • Continuing involvement is needed now, not just engage and then disappear, want to hear more.
  • What are the next steps in the WCAY plan? How will we tell patients?
  • Suggested an integrated care forum for Oldham.
  • Patients felt that involvement should generate confidence that the teams involved in integrated care will deliver high quality services.
  • How did Macmillan achieve their status around 121 point of contact? Can we tap into that from a clinical/patient involvement perspective?

Access

  • This new integrated service needs to be accessible 24/7 365 days a year.
  • There needs to be a person, not a machine, available all the time for it to be a good enough service.
  • Physical locations – it should be able to go to peoples’ homes and into community centres.
  • Communications – needs to be quick response, cited telehealth as a good example of this.
  • Records need to be up to date, otherwise the integration bit of it will fall down at the first hurdle.
  • Appointments via web, phone or walk in so that you can arrange to see your care co-ordinator in either of these three ways.
  • Needs to be one phone number, lack of confidence following 111 situation.

Working together

  • How will the integrated care model work? Hub and spoke model?
  • Will the CCGs work together?
  • Uncertainty around how patients will tap into the service, so will CCGs and providers work together to make sure patients know what the process looks like?
  • How will the databases be synchronised?

 

 You can view some related stories from this work on our YouTube Chanel