Exeter 2011-dart
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Presentation to Exeter workshop from John Tovey, Devon Access and Referral Team. 9 June 2011.

Presentation to Exeter workshop from John Tovey, Devon Access and Referral Team. 9 June 2011.

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  • Ann to introduce
  • Ann to talk to this slide Running since: April/May 2010 – Initial in North Devon Reason for creation Handover to Frank
  • Ann to talk to this slide Running since: April/May 2010 – Initial in North Devon Reason for creation Handover to Frank
  • Frank As I start I would like to ask each of you a question to answer to yourselves – how many of you think you work within a Learning organisation? I will return to this issue at the end DART is a referral management system and is the Devon Access and Referral Team As a jobbing GP I know that Referral management schemes tend not to be popular, especially when first introduced and by some DART has even referred to as a four letter word. It is not just jobbing GPs and Consultants who are not too keen on Referral Management Centres. Here are the opinions of some important and influential bodies, most notably the recent King’s Fund report.
  • Frank To talk through the slide- Ann could explain the future vision if not enough time we could have it as a backdrop after the thank you slide
  • Frank To talk through the slide- Ann could explain the future vision if not enough time we could have it as a backdrop after the thank you slide
  • Frank To talk through the slide- Ann could explain the future vision if not enough time we could have it as a backdrop after the thank you slide
  • Thank you for listening And a special thanks to the Devon Access Referral Team – it is not a nebulous concept or a a four letter word but a team of excellent, enthusiastic and highly motivated NHS staff.

Exeter 2011-dart Exeter 2011-dart Presentation Transcript

  • Devon Access and Referral Team (DART) & Patient Opinion John Tovey, Business Manager, NHS Devon Susan Pearce, Project Support Manager, NHS Devon
  • History
    • DART is part of the Choice and Access Service which
    • provides services on behalf of Torbay Care Trust and
    • NHS Devon.
    • Choice and Access team was established in South Devon in 2001. 2004-5 Choose & Book introduced and rolled out across Devon and Torbay and referral management put in place for Orthopaedics in South Devon.
    • Nov 2009 - a pilot of the full DART service, covering all specialties for North Devon practices, commenced
    • April-June 2010 - recruited choice facilitators, moved to new building, installation of phone system and phased rollout to the rest of Devon practices
  • Aims
    • DART is a GP led service which supports the quality and consistency of referrals in Devon, ensuring a smooth pathway for the patient into the correct service.
    • GP practices create a new referral on Choose and Book and pass contact details for DART to the patient. Referrals are submitted to DART using a standard referral template. Patients then ring DART, who review the referral letter while the patient is on the phone and offer the choice of all appropriate services.
    Booking Model View slide
  • Headlines
    • 91 Devon practices and around 600 GPs
    • Around 3300 incoming calls and 2500 new referrals processed in a typical week
    • Patient Opinion URL included on standard referral letter template for practices
    • Aim was to seek early patient feedback on DART service
    • All DART-related postings on PO receive a response within 2 working days
    View slide
  • How did Patient Opinion Help?
    • Immediate feedback on issues around phone configuration
    • Using 01* numbers / errors in queue set-up / long waits
    • Identified issues for some patients with contacting DART
    • PO phoned us with patient details
    • Gives us real time information to share with clinical board
    • All postings are reviewed by clinical board each month
    • Gives us patient perspective to share with local providers
    • Issues around slot availability
  • Patient Opinion Positives
    • Tagging of postings to DART and automated e-mail to
    • all registered users
    • Immediate feedback channel
    • Not “NHS Devon”
    • Easy to reply
    • Reporting
    • PO Team are very helpful and responsive
  • Patient Opinion - “Less positives”
    • Anonymity affects ability to investigate fully. BUT we do offer in our response to contact a named person on a specific phone number with more detail where appropriate
    • Patients generally more motivated to post negative
    • comments
  • Thank you for listening