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 onward 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 on-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 overall 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
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