Our Performance Waiting Times Despite continuing high numbers of - - PowerPoint PPT Presentation

Our Performance – Waiting Times

• Despite continuing high numbers of referrals – in the region of 5500

each month, since February Healthshare have consistently been seeing over 85% of urgent patients within one week of referral

• Routine wait times continue to drop for many, in April & May over a

1000 patients were seen each month within the CCG designated KPI and Healthshare expect to be fully within KPI for wait times by the end of the summer

• All other KPI; triage times, time to onward refer etc. have been

consistently within target now for many months

Our Performance - Referrals

• A recent review of over 1500 patients showed over 90% of

Healthshare paper triage outcomes were as the GP requested

• The majority of difference was where orthopaedics were requested

and the patient was suitable for physiotherapy due to the local lavender statements or national guidelines

Our Performance - Referrals

• Our secondary care partners and the CCG all advise of a drop in the
• nward referral rate to secondary care, demonstrating Healthshare

are maximising conservative MSK assessment and treatment.

• In May 2019 we had over 850 self-referrals, potentially saving almost

150 hours’ worth of GP patient contact time.

• Since launch there have been close to 2500 self-referrals made via the
• n-line portal with month on month increases in numbers referred via

this method and a commensurate drop in the number of referral received from GP surgeries. Overall we have not seen an increase in total referrals.

Our Performance – Locations

• A survey of several thousand finished, cancelled and DNA’d appointments

showed 37% of our patients travel within 2 miles of their home address for their appointment, 50% were within 5 miles of their home address and c.80% were seen within 10 miles.

• These figures are expected to be maintained and improved with the imminent

launch of our Wantage site over the next six weeks.

• All sites have mix of clinicians and a clinician hotline available should they require

advice from a specialist.

Our Performance – Clinical Governance

• Healthshare’s self-referral online form has a number of clinical safety features to

ensure patient safety that will redirect the patient to 111 or their GP if there are safety concerns. We have a series of red flag questions, for example for cauda

• equina. If these symptoms are selected by the patient, the form will automatically

alert the patient to seek urgent medical advice.

• The self-referral form also asks questions based on the EQ5D questionnaire,

ensuring that outcome measures are collected at the point of initial contact.

• The detail on this form allows the clinical team to assess the patient based on key

clinical information.

Our Performance – Clinical Governance

• All our diagnostic results are red flag screened within 48 hours, any serious

pathology findings have immediate action taken and the GP is informed

• Patients with a new onset of spinal pain with a history of cancer are always seen

urgently and safety checked

• We also have a robust significant findings pathway to ensure visibility to our
• verall clinical and governance teams

What our patients say

• We consistently have a high and positive response rate to the Friends

and Family survey with an overall satisfaction rate of 91% from over 6000 responses in the four months from February to May.

• This satisfaction rate for our service compares favourably to primary
• care. The NHS National GP survey reports patient satisfaction

nationally and for Oxfordshire respectively at 84% and 87%.

What our patients say

• “Fantastic service this morning could not have asked for better”
• “Very efficient and short waiting time. Attended to in kind and gentle manner, listened and provided useful

feedback which helped”

• “The physiotherapist I saw was brilliant, she explained everything clearly to me”
• “From the receptionist to the physio it was a very caring and professional place. Also very, very clean, and

very well stocked with leaflets etc.”

• “It was good to get a quick diagnosis”

Our Performance – Call Data

• The call answering rate between November 2018 and March 2019 has

consistently been above 85%

• The exception being January when it dropped to 70%. However we received a

substantial increase of 6000 calls in this period.

• However, despite receiving close to 15,000 calls, Healthshare Oxfordshire stayed

equal to the overall national (70%) GP call satisfaction as reported on the NHS national survey.

Our Performance – Innovation

• We have developed a series of Joint Pain Advisory groups for patients

with shoulder or hip and knee pain.

• Eligible patients are directly triaged in to these advisory groups, then

seen within 2 weeks of referral.

• The group sessions are lead by a senior physiotherapist and Sport &

Exercise Therapists.

• The patients are individually screened for serious pathology and then

provided with an education session about their MSK issue and then provided with evidence based rehab programmes.

Our Performance – Innovation

• The design of these sessions, allow quicker access to our

physiotherapy service, ensuring that they have the most appropriate treatment.

• We are able to see up to 25 patients at these sessions.
• These groups are based on current clinical evidence and are being

developed by our clinical directors and clinical team and do not prohibit access to any other services if required.

• We plan to expand on this incorporating new sites