Sentinel Healthcare Southwest CIC
General Practice Led, Community Focused
Patient Opinion – our journey
Neil Parsons, Sent...
Sentinel Healthcare Southwest CIC
General Practice Led, Community Focused
Introduction
• Background
• Our services:
•Commu...
Sentinel Healthcare Southwest CIC
General Practice Led, Community Focused
Background
• Sentinel owned and run by GPs and P...
Sentinel Healthcare Southwest CIC
General Practice Led, Community Focussed
Future Plans-The new “System”
MORE
community ba...
Sentinel Healthcare Southwest CIC
General Practice Led, Community Focused
Clinical Assessment Service (CAS)
Initially set ...
Sentinel Healthcare Southwest CIC
General Practice Led, Community Focused
Clinical Treatment Service (CATs)
• Services pro...
Sentinel Healthcare Southwest CIC
General Practice Led, Community Focused
Patient & Public – Getting Involved
Starting poi...
Sentinel Healthcare Southwest CIC
General Practice Led, Community Focused
Patient & Public (1)
Then we found Patient Opini...
Sentinel Healthcare Southwest CIC
General Practice Led, Community Focused
Patient & Public (2)
We have been astounded by h...
Sentinel Healthcare Southwest CIC
General Practice Led, Community Focused
Patient & Public (3)
Sentinel Healthcare Southwest CIC
General Practice Led, Community Focussed
Clinical Commissioning – local context
•Believe...
Sentinel Healthcare Southwest CIC
General Practice Led, Community Focussed
Questions ??
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Exeter 2011-sentinel

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Presentation to Exeter workshop from Neil Parsons, Sentinel CIC. 9 June 2011.

Published in: Health & Medicine
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Exeter 2011-sentinel

  1. 1. Sentinel Healthcare Southwest CIC General Practice Led, Community Focused Patient Opinion – our journey Neil Parsons, Sentinel Healthcare Southwest CIC Strategic Manager June 2011
  2. 2. Sentinel Healthcare Southwest CIC General Practice Led, Community Focused Introduction • Background • Our services: •Community interest Company (CiC) •Clinical Assessment Service (CAS) •Clinical Treatment Service (CATs) • Patient & Public • Commissioning outcomes • Questions
  3. 3. Sentinel Healthcare Southwest CIC General Practice Led, Community Focused Background • Sentinel owned and run by GPs and Practice Managers in Plymouth (233 shareholders from General Practice) • Started April 2008 • Community interest Company (CiC) – ‘not for profit’ • Mission statement - 'To provide a proactive and innovative leadership role, in the planning and delivery of first class health and social care for the community' • Wave 1 GP Commissioning Pathfinder • Local vision ‘Healthy system’ – patients to people…..
  4. 4. Sentinel Healthcare Southwest CIC General Practice Led, Community Focussed Future Plans-The new “System” MORE community based choices Reduced ROTT rate SUSTAINABLE COSTSUSTAINABLE COST Initial Case Mix IntegratedIntegrated ““CommunityCommunity”” FilterFilter Reducing RTT LESS reliance on face2face PreventionPrevention and Maintenanceand Maintenance Treating IllnessTreating Illness Education + SupportEducation + Support MoreMore PlannedPlanned CareCare UnplannedUnplanned CareCare Novel use of IT ToNovel use of IT To provideprovide ““livelive”” datadata
  5. 5. Sentinel Healthcare Southwest CIC General Practice Led, Community Focused Clinical Assessment Service (CAS) Initially set up Clinical Assessment Service (CAS) to improve quality and introduce peer to peer review of referrals • Covers Plymouth, South Hams & W Devon and SE Cornwall practices (66 in total) • 20 clinical staff involved with sifting •GPs, GPwSIs, Hospital Based Consultants & Nurses • 88,000 (approx) elective care referrals per year •350 (approx) per day – very variable!! • Referral processing 99% patients contacted within 48 hours •Approx 80% patients contacted first time, many within 24 hours •Strong drive to continue improvement
  6. 6. Sentinel Healthcare Southwest CIC General Practice Led, Community Focused Clinical Treatment Service (CATs) • Services provided at local community hospitals • Dermatology and Minor Ops – ‘one stop clinics’ with GPwSIs and GPs • ENT – GPwSI • Musculoskeletal – GPwSIs and ESP Physiotherapists • Cardiology - GPwSI • All GPwSIs supervised by secondary care clinicians
  7. 7. Sentinel Healthcare Southwest CIC General Practice Led, Community Focused Patient & Public – Getting Involved Starting point • Patient feedback surveys for all services – continual • Lots of positive feedback • Sense that it was very structured / choreographed??
  8. 8. Sentinel Healthcare Southwest CIC General Practice Led, Community Focused Patient & Public (1) Then we found Patient Opinion and realised we had just scratched the surface! •Registered with PO Summer 2010 – money should not be the driver on which an organisation decides whether it should do this!? •Started promoting service to patients – this takes time and needs to be nurtured! • Link on all our patient facing documentation • Link on website • Proactive targeting in our treatment services – at reception • Targeted campaigns in month - PO Team were really supportive
  9. 9. Sentinel Healthcare Southwest CIC General Practice Led, Community Focused Patient & Public (2) We have been astounded by how often patient feedback / comments are viewed on the website! •We have used the feedback to implement service changes •Have also been able to contact through PO patients where additional follow up seemed necessary •Have used the feedback internally to promote ongoing drive for excellence….and remind ourselves that we are doing a good job!
  10. 10. Sentinel Healthcare Southwest CIC General Practice Led, Community Focused Patient & Public (3)
  11. 11. Sentinel Healthcare Southwest CIC General Practice Led, Community Focussed Clinical Commissioning – local context •Believe PO could provide a commissioning dashboard regarding patient experience of commissioned services – quality marker / outcome •Have a local interest in individual patient experience across providers •PO branding is strong – use this across the health community to promote patient feedback •Make PO mandatory for providers in the future (incl. General Practice)??????
  12. 12. Sentinel Healthcare Southwest CIC General Practice Led, Community Focussed Questions ??
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