Bracknell Urgent Care Centre Bracknell & Ascot AGM September 2014
Agenda One Medical Group Mobilisation in Bracknell Activity Review Patient Experience Focus on the Future
Mobilisation of the UCC
Staffing Finance IM&T and data Premises Full ‘live’ risk register
Mobilisation
5 consulting Rooms Treatment Room & Plaster Room Patient Education Centre Administration Office Storage Facilities
Mobilisation
Activity Review
5 Months on: Exceeded the target set for attendances Established new team Reduction in A&E Attendances ? Delivering education and support to the local community Urgent Care under one roof now including Out Of Hours High patient satisfaction levels
In the first 21 weeks we have seen 13,512 patients Mondays and Saturdays have been identified as clear ‘peak’ days Peak times are 16:00 – 20:00 Data shows a 60% / 40% split for injuries and illness Successfully piloted the virtual fracture clinic
Heat Map Tool
Patient Experience
“Looked after very well from reception to treatment. Quick and efficient, minimum wait” Mr W 19 th August 2014 “Quick and pleasant service. Good to know I can come here and relieve the pressure on A&E” Mr B 15 th August 2014 Patient Experience
“X-ray closed for lunch which resulted in an hour delay. Unacceptable. I will not be using this service again. Also nowhere to buy lunch from whilst we were waiting.” Ms S 12 th July 2014 “Far too hot in the waiting area. I was in the centre for 2 hours and it was unbearable” Anonymous 4 th August 2014 Patient Experience
“I have no problems waiting for 30 minutes to be seen but please don’t make me stare at a blank wall… Give me something to look at whilst I wait!” Mr P 1 st June 2014 “Very thorough, not sure about the service from diagnostics but a reasonable wait for an urgent care centre” Ms W 16 th July 2014 Patient Experience
Patient Education Centre supported by a team of 6 volunteers Strong relationships with Bracknell Community Foundation All non-registered patients signposted to the PEC, Over 190 patients seen so far Supporting national campaigns such as Self Care Week and Bowel Cancer awareness month Patient Experience
Focus on the Future
Right care first time Developing the Operational User Group Meeting Demonstrating improved outcomes Expansion of the children's services Strengthening local relationships
Case Study 1
Case Study 2
Question and Answer Session