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Building healthier communities
Patient Experience Quarterly Report 2019-2020
Quarter 1: 1st April 2019 to 30th June 2019
Created by the Leeds CCG Clinical Governance and Patient Experience Team
August 2019
Building healthier communities
Introduction and purpose of the report
Leeds CCG is committed to delivering healthcare using an integrated approach with our local partners to improve not only the safety and effectiveness of care but the experience of care for patients and service users.
The patient experience framework describes how we commission quality care by listening, capturing and responding to feedback on experiences, views and opinions on a range of health and care services.
This report provides:
• An overview of patient experience intelligence by sector
• An overview of patient experience within Leeds health and care system
• Ongoing developments
• Appendix A: NHS National Quality Board Patient Experience Framework
To enable the CCG to understand ‘what people are telling us?’ a range of data from a number of patient experience sources needs to be collected, reviewed and analysed. This includes a number of text based feedback services and reports. Sources include Care Opinion posts (an online anonymous feedback forum), NHS Choices posts, Provider patient experience reports, Healthwatch reports and Social Media posts.
The CCG also receives feedback and intelligence directly in relation to patient experience and complaints feedback
The report includes all intelligence received between 1st April to 30th June 2019, Quarter 1.
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Leeds Health and Care System: Care Opinion and CCG Feedback
The Care Opinion site enables the CCG to monitor the feedback being posted for all services within Leeds. It also enables the CCG to monitor the service response rates and how changes have been implemented as a result of the feedback. In Q1 184 stories were published on Care Opinion (or NHS Choices). This shows that there is a high level of patient feedback being provided. None of the stories this quarter have initiated a change within a service or provider. This is something that our providers will be focusing on during 2019/20 and which the CCG will continue to monitor. In Q1 the CCG received 122 contacts relating to services and providers across Leeds.
184
63
25
96
Stories have been added
stories have not beenread
stories have been readonly
stories have been readand a response provided
story has been read,responded and a changein practice confirmed
Q1 Care Opinion
52
28
10
96
Complaints
Concerns/Comments
Compliments
PALS Queries/Pt ExpQueries
Q1 122 CCG Complaints/Patient Experience Activity
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Leeds Health & Care System Citywide Patient Experience Reports – Healthwatch Leeds In 2018, the government announced the NHS’ budget would be increased by £20 billion a year. The following January, the NHS in England published a 10 year plan for spending the extra money. West Yorkshire and Harrogate (WYH) Health and Care Partnership were asked to come up with a local plan explaining how the priorities in the NHS Long Term Plan will be delivered in the area, specifically a 5-year strategy. In order to make sure that this plan responds to what local people want, six local Healthwatch organisations (Leeds, Bradford, Kirklees, Calderdale, Wakefield and North Yorkshire) were commissioned by Healthwatch England to find out local people’s views of priorities in the plan. Key Findings include:
• Support to make it easier and affordable to keep fit and eat healthily
• Commitment to self care
• Easier access to appointments Next steps: West Yorkshire & Harrogate Health & Care Partnership will share the report for discussion at leadership meetings, including the Joint Committee of the nine CCGs, The Mental Health Learning Disability & Autism Collaborative as well as the Partnership Board who will then act on the findings where possible
People with visual impairment experiences of accessing health and care – Healthwatch Leeds (HWL)
According to statistics there are 5684 adults with registered sight loss and severe sight loss in Leeds. Between January & March 2019 HWL, working
with other organisations, gathered patient experience from 113 people.
Key findings include :
• Communication needs,
• Physical access,
• Access to Support and Information.
Recommendations include:
Reviewing policies, procedures , staff behaviour and electronic systems to implement the Accessible Information Standard (AIS)
All services to consider making staff training for AIS & impairment training an annual mandatory training package
See link for more details https://bit.ly/2YWL3X3
The report has been shared with relevant health and social care providers and commissioners and will be presented at various boards and forums,
such as Adults, Health & Active Lifestyles Scrutiny Board and Forum Central to inform service improvement.
The CCG is currently developing the AIS Group to include a wider remit across the health and social care in leeds. An update will be provided within
the next report.
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Care Opinion provides a forum for patients, families and carers to provide feedback (negative and positive) anonymously. The website asks users to post or tag words to describe ‘what was good?’ and ‘what could be improved?’. The bubbles below shows a summary, for all providers in Leeds, of the feedback provided during Q1. The size of the bubble represents the level of feedback within that area.
During Q1 ‘knowledgeable, care, staff and explanations’ were all areas reported as good. ‘Communication’ was the area reported as requiring the most improvement, including ‘complaints process, kept informed, and apology’.
Did you know?
A recently published CQC report highlighted reasons why people don’t feed back on their standard of care include not knowing who to raise it with (33%) and not wanting to be a ‘troublemaker’ (33%). Additionally, a third of people asked (37%) felt that nothing would be changed by speaking up. However, when people did raise a concern or complaint, the majority (66%) found their issue was resolved quickly, it helped the service to improve or they were happy with the outcome.
Leeds Health and Care System: Care Opinion
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Planned Care and Long Term Conditions – CCG Complaints and Care Opinion data
Care Opinion published 29 posts during Q1 relating to LTHT, 62% of those were positive comments . Trust responses have risen this year to a 66% response rate, an increase of 38% on last year’s figures. There were no changes planned for any of the Q1 posts by the Provider.
0
change
24 responses
4 read
1 unread
3 2
1
4
1 1 1
6
1 2
1 1
3
1 1
6
01234567
Total number of comments received via Care Opinion for Planned Care services
Care Opinion allows patients across Leeds to post comments relating to any service, in any area they have visited. In Q1 there were six posts relating to Pontefract Hospital services which Leeds patients had accessed via the e-Referral system. The CCG Patient Experience team have shared these posts with Pontefract Hospital.
The CCG received 33 complaints during Q1 relating to LTHT. These included care and treatment, waiting times and the urgency of appointments. The increase of contacts regarding LTHT is due to the changes to the CCG PALS service which ended March 2019. 45% (17) of the contacts were PALS type queries.
“Spoke to a secretary in Rheumatology to clarify an issue for a patient but was not allowed to finish a sentence, was talked over and then she hung up! Needs training in telephone skills and learn to listen before answering. Never mind just being polite. She has let the hospital and her department down with her rudeness. Not a helpful interaction at all with a patient at risk due to amber drug medication dose confusion.”
“This is my second time to attend the radiation oncology dept . I can’t say how sad I was to be there All I can say is thank you . The guys in -2 reception are so kind and helpful . This time I am in room 2 . You are all so helpful . I met with a member of staff
today . , because my nurse referred me . The nurse read me right . I would not be able to write this if they were not so
skilled . I literally owe you all my life . They helped me see a future . Xx”
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Planned Care and Long Term Conditions - LTHT and Friends and Family Test data
A continued increase in the number of Trust complaints received, saw April 2019 report the highest level in 13 months. Communication and treatment remain the most frequently raised concerns. Neurosciences and Women’s CSUs continue to report the highest rate of complaints when compared with activity (for bed-holding CSUs).
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Complaints by Subject (Apr-19)
Vital Few Useful Many Cumulative% Cut Off % [42]
Source: LTHT
The ability for patients to provide real-time feedback via the Internet, which has been progressed across LTHT utilising online links via hand held tablets, are now available for use in all adult inpatient wards, including Critical Care.
41.3
20.8
33.3
0
5
10
15
20
25
30
35
40
45
80
82
84
86
88
90
92
94
96
98
April May June
LTHT Inpatient FFT
% recommended
% national average
response rate
4.5
2.8
3.2
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
93
93.5
94
94.5
95
95.5
96
96.5
April May June
LTHT Outpatient FFT
% nationalrecommended
% recommended
response rate
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Provider Issue reported by patients Outcome/Changes
Leeds
Teaching
Hospital Trust
(LTHT)
Delays for a patient when referred
to physiotherapy
Physiotherapy are introducing an electronic referral system which will reduce the
time it takes for referrals to be received into the department and shorten the
overall waiting time for patients.
Patient given four telephone
numbers to call but no one
answered any of them
The Ophthalmology team are reviewing the processing of calls to their service
and will meet the telecommunications team to consider any technological
solutions available to respond to calls and quickly signpost patients to the correct
person or department
Patient experienced interruptions
during their procedure on the
ward
Trolleys have been purchased to hold dressings and equipment at the bedside.
This will prevent staff needing to interrupt patient procedures within the treatment
room to obtain these items. Work has also taken place to create a separate
treatment room and a clinical store room.
Concerns raised about delays in
patient care and discharge from
Emergency Department (ED)
• A process called ‘intentional rounding’ has been implemented into the
Emergency Departments (ED) for any patients in the department longer than
four hours. This is a document that the nursing teams use to check patient’s
comfort, care needs and dignity on an hourly basis to ensure all of our
patients are kept comfortable during their stay in the department.
• The non-clinical support worker team has now been extended to cover a 24
hour, 7 day period within the ED.
• An enquiries desk has now been put in place in the ED at St. James’s
hospital. The desk is manned by an administrative member of staff who can
direct any queries from patients or their families to the correct member of
staff promoting early communication.
• A Frailty unit has an established process to ensure when patients are
discharged they are provided with advice about what to do if their condition
deteriorates and any signs to watch for.
Leeds Teaching Hospital NHS Trust: You Said We Did
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Unplanned Care - Care Opinion & Complaints and Healthwatch Patient Experience report Information
1
2 2
0
0.5
1
1.5
2
2.5
April May June
Care Opinion posts Q1
1
2
1 1 1
2
1 1 1 1 1 1 1 1
Apr-19
May-19
Jun-19
Source: YAS 111 Governance reports
2 2
4
0
1
2
3
4
5
April May June
Q1 CCG Complaints
There were five Care Opinion posts in Q1 with negative 2 posts regarding Out of Hours treatment/ information. All were passed to the relevant organisation for response
There were 8 CCG complaints recorded in Q1, with patients dissatisfied with the information provided by clinicians, records accessed without consent before consultation and incorrect information noted in the patient records. Consent was sought from patients to share with relevant organisation for investigation and response.
The Healthwatch report ‘Mental Health in Crisis’ received comments from people relating to services at A&E when accessing treatment for mental health. People commented that a busy, clinical environment in A&E was found to be very distressing with many commenting that they didn’t feel as though A&E was equipped to deal with mental health issues and were more concerned with the physical health.
“I was in pain after a bad fall the previous evening when my wife took me to the LGI early one morning. The care I
received from everyone was very kind and professional, considerate and informed me every step of the process.
Several staff were involved including in the x-ray department and I had to receive morphine as sedative for
the actual reset. As a result I was kept in a quiet area under observation while the drug left me for a few hours and here
too staff were considerate.”
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Unplanned Care 111 and FFT
Details of issue Outcome Lessons learned
Patient does not see the point of 111 reassessing her symptoms all the time when she calls back to put this through to the GP OOH that aren't helping.
Health advisor relayed information back to patient and gave instructions and details of WIC however selected the GP OOH option on DOS
Call audit to be reviewed
Patient has been suffering from back problems and has seen her own GP and is waiting for an MRI scan. At around 11pm the patient called for advice as symptoms had worsened. The patient was offered an appointment at Airedale or Leeds, but this was too far. So the call was passed for a GP callback.
This was booked as a Category 2 and took an hour to come. The patient was admitted to hospital and needed spinal surgery. The patient feels they could have ended up paralysed due to the delay in treatment.
Failed audit – To be reviewed
89 89
87
85
86 86
26.2
20.8
24.3
0
5
10
15
20
25
30
83
84
85
86
87
88
89
90
April May June
Unplanned and Urgent Care FFT
Trust level % recommended
National Level % recommended
% Response rate
The 111 Governance report noted sixteen incidents for the 111 service in Q1. There were also two compliments. The most common themes recorded included: delayed response affecting the patient and failure to follow YAS protocol . Other common themes were out of date drug given and wrong dose of drug given following ambulance attendance at a care home.
Overview of Unplanned Care YAS received a response rate of three out of a potential 36,081 eligible contacts for See & Treat during April, May and June 2019. In the same period the Patient Transport Service received a response rate of two from 229,872 eligible contacts.
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Mental Health and Learning Disabilities Care Opinion, CCG Complaints and FFT Data
15 posts were published on Care Opinion during Q1, of which two were positive. Trust responses have, unusually, fallen to 53% in this quarter , although all of the posts have been seen by LYPFT staff. Locations mentioned this quarter were Newsam Centre, Becklin Centre and St Mary’s Hospital.
3 3 2
7
0
2
4
6
8
Becklin Centre Newsam Centre St Mary's Hospital Unnamed location
Services stories are about
8 5
2
How Care Opinion individuals felt at the time of accessing
services
Crisis
Put off
Distress
A recently published CQC report, which forms part of their year-long campaign, “Declare your Care,” shows that BME patients are less likely to raise concerns about healthcare, especially mental health services . Find link here https://bit.ly/2KS803C
Q1 saw four CCG complaints which related to LYPFT. These related to lack of support, patients feeling that clinicians were not listening and care & treatment of family members.
Change from user feedback: TOO INSULAR: YCED restored my weight but didn’t fix my mind. I was raised in a Jewish household and put onto the FREED program, a food program which broke all kosher laws. Although the staff adjusted the program to try to make the meals more kosher it was not that simple. Judaism has lots of rules, you don’t need to know them but should try to work within them. OUTCOME: Service offered apologies for the service user’s experience. FREED programme was part of a care pathway that operated in the east of the community at the time through the CONNECT service. LYPFT explained they listen to feedback and invited service user if they would be willing to work with the service to discuss their experience sand concerns in more depth in order for LYPFT to make improvements to the service service users receive.
75
100
75
0.00%
0.02%
0.04%
0.06%
0.08%
0.10%
0.12%
0.14%
0.16%
0.18%
0
20
40
60
80
100
120
April May June
Trust level %recommended
National Level %recommended
% response rate
Inpatient Mental Health FFT Data
90
86
85
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
82
83
84
85
86
87
88
89
90
91
April May June
Trust level %recommended
National Level %recommended
% response rate
Community Mental Health FFT Data
Building healthier communities
In the Healthwatch Long Term Plan report, Mental Health was a recurring theme throughout responses to many of the questions in the survey with themes including:
• People want Mental Health to be more accessible for people of all ages, with shorter waiting times and easier and quicker assessments. Waiting times for counselling and therapy were far too long and services need to be more appropriate and accessible for people with autism, deaf people and speakers of other languages who may need an interpreter.
• There needs to be better emergency support for people in mental health crisis and current services are not working well.
• More investment is required in community support before people reach crisis point
Mental Health and Learning Disabilities Citywide Patient Experience Reports
Ask, Listen, Do NHS England is leading on the above project with partners across health, social care and education. The project supports organisations to learn from and improve the experiences of people with a learning disability, autism or both, their families and carers when giving feedback, raising a concern or making a complaint. See link for more details https://bit.ly/30i0N3e
Healthwatch Leeds – Mental Health Crisis in Leeds The aim of this report was to find out what services are available for people in mental health crisis and identify where some of the gaps and issues were. Key questions not only asked about people’s experiences of accessing mental health services in the past year but also asked would you know how to access support and services if it was ever required.The report shows that there are still a significant number of people who do not know where to go for support in a crisis and there is a lack of clarity about what is available. Key findings include: • Almost half of the people experiencing or supporting someone in crisis for the first did not know where to go for support • Many comments , both positive & negative, were about staff and the impact those interactions had on the experience. • Quicker access to support when in a crisis was a strong recurrent theme Key Recommendations include : • More 24/7 services for people in crisis • New waiting time targets for mental health treatment • Extra funding for talking therapies
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Provider Issue reported by patients to service area Outcome/Changes
Leeds & York PFT (LYPFT) Specialist/LD care group – request to set up a local
monthly meeting with Interserve and Yorkshire Centre
for Eating Disorders. The aim to improve
communication and partnership working resulting in
improved service delivery
A regular meeting has been set up to ensure that the ward team and
Interserve are able to discuss catering issues on a regular basis, which
has been a consistent complaint theme.
Leeds Care group – communication to the team
reinforcing the need to ensure that bank staff check the
identity of individuals attending the Crisis Assessment
Unit (CAU)
This was raised in the staff meeting which is circulated to all the staff at
CAU. A more comprehensive bank induction pack has also been created
for bank staff on the ward which includes this instruction.
Corporate/Estates - continue to be a respectable
neighbour following concerns raised by resident close to
St. Mary’s House.
Working closely with the local council and police, regular monitoring of the
situation has taken place, with the Council agreeing to add double yellow
lines to assist with parking issues in the vicinity
Leeds and York Partnership Foundation Trust: You Said We Did
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Children and Maternity: Care Opinion, FFT & CCG data
Care Opinion received one post regarding Maternity services during Q1. The post was a positive experiences and related to midwifery. The CCG received one concern regarding the service s provided to children with Foetal Alcohol Spectrum Disorder(FASD). Support for children four weeks to two years receive support with onward referrals as informed by the needs of the child from Springfield Clinic. Children over the age of two would have referrals into the Integrated Children with Additional Needs (ICAN) service.
19
20
21
22
23
24
25
94.4
94.6
94.8
95
95.2
95.4
95.6
95.8
96
96.2
June May April
% recommended
% nationalaverage
response rate
0
50
100
150
200
250
91%
91%
92%
92%
93%
93%
94%
94%
95%
95%
96%
June May April
% recommended
% national average
response rate
0%
10%
20%
30%
40%
50%
60%
70%
95%
96%
96%
97%
97%
98%
98%
99%
June May April
% recommended
% national average
response rate
100% 100% 100%
0
5
10
15
20
25
97%
98%
98%
99%
99%
100%
100%
101%
June May April
% recommended
% national average
response rate
“The midwife who saw and dealt with me today was absolutely amazing and
has sat and spoke to me about everything and anything i was concerned about or what i wanted to know and she has not
only made me feel so much more relaxed and prepared but also my included and explained everything to my partner a swell. I can not thank her enough for
something as simple as communication and understanding”
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Healthwatch England started a project in 2016 to find out about people’s experiences of using mental health services. Of the areas highlighted from the findings it was decided to look in more detail at mental health support available to people planning on having a child, who were pregnant are new parents.
The Yorkshire & Humber Mother & Baby Unit provides an inpatient environment where mothers experiencing severe mental health difficulties can receive treatment and support while continuing to care for their baby. Based at Mount Hospital in Leeds the eight bedded unit has specialist staff enabling mothers to recover and return home with appropriate support.
Key Findings include:
• Mothers not sure if they had care plans,
• not feeling involved in decisions about their care,
• anxiety caused by lack of communication, understanding of their issues and what the long term outlook would be
Key Recommendations include:
Ensuring that all mothers had a care plan and know what is in that plan, continue to ensure that all mothers feel included in decisions relating to their care and treatment and review communication procedures so that mothers are updated about their condition.
Next steps: The report will be shared with the service providers and commissioners. HWL will agree the next steps to be taken in response to the recommendations to ensure that agreed actions are implemented. The report will also be shared with the Care Quality
Commission (CQC).
Children and Maternity – Healthwatch Leeds (HWL) Patient Experience Report information
The Mental Health Partnership Board in Leeds have been working for several years to plan and design mental health services that better meet the needs of children and young people in Leeds and how it feels to transition from children’s mental health services. Future in Mind has been developed with the voice of children and young people with lived experience of mental health at the centre of the plan.
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Continuing Care and Neighbourhood Care: Care Opinion, CCG Complaints and Friends and Family Test Data
Neighbourhood Care Overview: There were no posts for Q1 on Care Opinion regarding an LCH service or another community provider. The CCG has received three complaints relating to neighbourhood care. These concerns related to Continuing Healthcare with families raising concerns regarding assessments, delayed hospital discharge due to LCH issues and an appeal regarding rejected funding. The number of complaints and concerns raised have remained static compared to previous quarters.
Procurements for Services The Patient Experience team is now actively involved in the CCG procurement process to ensure that services are delivered in a patient centred and responsive way for patients, families and Carers. The National Strategy of providing care closer to home has led commissioners to transfer services where appropriate out of secondary to community settings. This reduces the number of referrals to secondary care of patients whose condition does not require that level of specialist treatment or intervention. In Q1 the Patient Experience team was involved in the Community Chronic Pain Management Service procurement. Care Home Quality Visits
The Patient Experience team is working closely with CCG Contract team and Quality team colleagues, as well as the Local Authority, to ensure the safe and effective care and treatment of residents in care homes.
4.80%
5.80% 5.40%
0.00%
1.00%
2.00%
3.00%
4.00%
5.00%
6.00%
7.00%
93.5
94
94.5
95
95.5
96
96.5
97
97.5
98
98.5
April May June
%national recommended
% recommended
response rate
Community FFT
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Continuing Care and Neighbourhood Care: Healthwatch Leeds (HWL) Patient Experience Report Information
The Recovery Hub is a new type of service for older people who
have left hospital and who need extra care and support before
returning home. HWL Leeds were approached by Leeds City
Council (LCC) who requested an independent review for two
hubs, one in the south of the City and one in the Northwest.
Key Recommendations include:
• Reviewing the activity programme with service users and their
families
• ensure service users are aware of their progress towards
independent living
Next Steps: The report will be shared with both the service
providers, LCC and the CQC
RecoveryHub@SouthLeeds https://bit.ly/2KVlTOu
RecoveryHub@NorthWestLeeds https://bit.ly/2ZnfzZe
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Provider Issue reported by patients Outcome/Changes
Leeds Community
Healthcare (LCH)
Appointment issues • A number of services have in place the option for patients to access an emergency appointment subject
to clinical need.
• A single point assessment clinic has been developed in the Dental service to reduce the number of
individual appointments required.
• A new foot protection service has been commissioned for people with diabetes who are classed as
moderate to high risk which has significantly reduced the waiting list for this group of patients.
• Services have triage tools and online systems to ensure patients are directed to the correct service in a
timely manner therefore reducing the need for multiple waits.
Attitude, conduct, cultural and dignity
issues (including staff attitude and
communications with patients
The complaint was related to the insensitive manner of the service about a patient’s impairment (deaf) and
no interpreter being at the appointment when this had been booked prior.
Following investigation it was found that outside provider was booked for an interpreter, this was reported
and followed up. The Nurse that attended the appointment wrote things down so that the appointment
could proceed.
A gap in knowledge for reception staff was identified and mandatory equality and diversity training was
completed by the staff member. A suggestion of further deaf awareness training was accepted by senior
management. The learning/actions were shared with other teams and with reception staff to ensure all are
equally trained and supported to assist and empower patients with hearing difficulties.
Issue relating to confidentiality of
information
A patient request for test results to be given in writing was ignored and they were instead given verbally,
and without the option to discuss these in a private room with an appropriate staff member.
Following investigation it was acknowledged that this was due to a misunderstanding by the member of
staff who had been under the impression that the patient had chosen to receive these results verbally.
As an outcome further training was introduced for all service administration staff regarding patient requests
for results and communication methods. A new process was introduced whereby all results will now be
passed to the Nurse in charge who will see the patient in a private setting to give them their results
verbally, or arrange for a results letter/email to be sent within 2 working days.
Leeds Community Healthcare NHS Trust: You Said We Did
Building healthier communities
Primary Care within Leeds: Care Opinion
In Q1 there were 123 Care Opinion posts, 44% of the stories were responded to with 5% of posts not read, this is an increase of 9% on this time last year . The highest number of posts reported was 18 for an individual practice, 14 of which were positive posts related to the surgery and the team working there. The second highest number of posts reported (9) were regarding Shakespeare medical practice, of which 6 posts related to the Walk in Centre and were in regards to waiting times and poor staff attitude.
0
50
100
April May June
Number of Care Opinion stories posted per month Q1
1 2 3 1
3 2 3 2 2 2 1 1 2 1
18
3 4 2 1 1 1 2 1 1
3 1
3 3 3 1
3 3 2 3 1 1 1 1 1 1 1 1
3 1 1
9
1
5
1 1 2 2 1 1 1
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Q1 Total number of comments received via Care Opinion by GP Practice
123
54
5
64
Q1 Care Opinion stories
Stories posted
Stories with response
Story read but no response
Stories unread
Building healthier communities
Primary Care Within Leeds: Friends and Family Test
FFT average response rates for Q1 fluctuate between 100% recommended and 0%. There are still some providers that are reporting as nil return and these have been shared with the primary care team. Response rates have also varied significantly from 0 to 7.4%
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Series1
Series2
Building healthier communities
Primary Care Leeds: CCG Complaints and Healthwatch Leeds (HWL) Patient Experience Report information
NHS England is the organisation that has statutory responsible for primary care complaints. During Q1 the CCG received 19 primary care complaints. These were either responded to by the CCG or, following consent, passed to the GP practice or NHS England for investigation and response. Complaints were regarding appointments, care and treatment, medication issues and general advice queries.
Issues Outcome/Response
Constituent concerns regarding the rumour that Adel practice would close within the next year. It is understood that constituents have been told that Adel are actively encouraging patients to move to another practice
The CCG confirmed that there had not been any formal request from Adel practice regarding closure. A branch site can only be closed following a formal and robust process which includes patient engagement and agreement from the CCG as the commissioner of the service.
Practice was refusing to provide a blood test (PSA) due to funding. Patient requires this test every 6 months due to a watch and wait with the consultant.
Arrangement is in place between primary care and secondary care that primary care perform bloods to stop patients having to access Leeds Teaching Hospital NHS Trust (LTHT) for these services.
Patient unhappy with the stoppage of ‘over the counter’ medications (OTC)
Practice to discuss issues with patient direct
Patient unhappy that GP Practice is not providing communication in their required accessible format.
Practice contacted and are to contact patient for discussion on their future communication needs.
“South Queen Street Surgery- This is top surgery with very good GPs and nurses. One of the receptionists however needs to go back to charm school, her telephone manner is appalling, should I dread calling up in case I get her? She acts like we are all just one big nuisance and her life would be much easier if the patients didn't call in, great practice otherwise.”
“Absolutely fantastic staff. I have an anxiety disorder and when mentioning that before procedures, the staff couldn’t have been more caring and supportive. Long opening hours are great as it means I don’t have to miss work to go to the surgery and have more chance of getting an appointment. Doctors are respectful and courteous and always make me feel welcome”
Support for Mental Health by GPs The GP surgery was the most contacted service , according to the HWL report on the Mental Health Crisis report, with people finding their GP being helpful, understanding when they were looking for support. There was also a feeling that although GPs made quick referrals to appropriate services, some mental health was not fully understood by GPs
Building healthier communities
Leeds Clinical Commissioning Group: Patient Experience The CCG received 15 comments, concerns and
complaints during Q1 which related directly to commissioning activity. The most common area of complaint for Q1 was Individual Funding Requests and Medicine Management queries regarding prescribing of over the counter (OTC) medicines and black light drugs. Commissioning queries were the second highest theme.
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9
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Meds Management Individual FundingRequests
Childrens & Maternity Commissioning
The CCG Patient Experience team use Care Opinion (which encompasses NHS Choices), Social Media, Datix and any other relevant feedback mechanisms to provide reports for Commissioners, Contract Managers and Quality Managers when they attend meetings with our providers. This ensures that feedback is provided in real time.
The Patient Experience team is working with CCG colleagues to ensure that the patient’s voice is heard wherever possible. 1. The team discussed with Quality colleagues how their skills could be utilised to assist in hearing the voices of residents, their families and carers as
well as the care home staff. The PE team completed three visits to Care Homes across Leeds in Q1 ensuring that the feedback received is included , both in the feedback to the care home following the visit and through continued monitoring to ensure that any recommendations from the visit are implemented.
2. The team was involved in the process of tendering for a community chronic pain service for patients registered with a Leeds GP
3. The Patient Experience team is also involved in a joint project between the CCG and Healthwatch , ‘How does it feel for me’, which aims to collect real time feedback following a small number of patients as they move through the Leeds health and care system for 6 months , commencing June 2019. Further information will be reported in q2 report.
During Q1 the Patient Experience team received nine compliments from patients, their families and carers for the support given in accessing care and treatment, updates on appointments and providing information.
Building healthier communities
Ongoing Work and Next Steps of Patient Experience Team
The Patient Experience team continues to participate with a number of groups to support the patient experience function, especially on a West Yorkshire and Harrogate Health and Care Partnership footprint.
Leeds Healthwatch Complaints forum: This group consists of all Leeds providers and commissioners (CCG, social care and NHS England) and is chaired by the Chief Executive of Healthwatch Leeds. The group ensures that we are applying consistent processes to support the Leeds ‘no wrong door’ policy when patients are providing feedback.
Heads of Patient Experience (HOPE) Network: The network is open to people working in NHS trusts or clinical commissioning groups (CCGs) whose role includes significant responsibilities for patient experience. The network:
• offers peer learning and support to members in their work, by enabling them to meet with others working in similar roles with similar challenges
• provides an opportunity to learn from innovations and best practice • provides members with an opportunity to collectively develop solutions to the problems and challenges they face in their
work. • provides opportunities to meet national and international experts in the field of patient experience research and
improvement. Information regarding the HOPE network can be found here.
West Yorkshire Patient Experience Network: This forum is led by NHSE and is made of 2 parts; local on a West Yorkshire footprint but also forms part of the Yorkshire an Humber forum. This group aims to share good practice for patient experience and engagement.
Next Steps: The report will continue to be developed throughout the year. A number of areas have been identified which require changes to our internal systems and processes to further align our reporting of patient experience:
• Relaunch of Patient Insight Group – October 2019 • Review internal CCG systems and processes to align all patient feedback, including complaints, to the themes within the Patient Experience Framework • Continued development of the ‘How does it feel for me’ • Continue to develop , collate and report patient experience data aligned to pathways rather than individual organisations • Development of GP leaflet to support and signpost patients to appropriate patient experience teams regarding complaints and feedback
National Complaints Managers Forum: Support network for complaint managers with two national events each year. Information about the forum can be found online.