1. Patient Experience in Primary Care Lisa Cooper Assistant Director Nursing, Quality & Safety 24 February 2014

2. Introduction Patient Experience Time for Change? Role of NHS England Area Team in Patient Experience Complaints/Concerns Facts & Figures (CWW Area Team) Lisa’s big plan ………. Questions 2

3. Patient Experience Time for Change? The Robert Francis Independent Inquiry reviewed care provided by Mid-Staffordshire NHS Trust from January 2005 to March 2009 Two reports February 2010; 2013 Second report patient and public empowerment Warning signs: Increased complaints Poor patient experience No focus on patients (system wide) 290 recommendations – how many related to patient experience? 3

4. Role of NHS England Area Team Direct commissioners of Primary Care Responsibility to ensure that services commissioned provide patients with a positive experience Patient’s advocate for provision of high quality care Investigate complaints/concerns raised regarding Primary Care (Nursing Team) Demonstrate learning from complaints and how this improves services for patients Leadership of the whole healthcare system Provide challenge to providers of services regarding quality & patient experience 4

5. Complaints/Concerns Anyone can raise a complaint or concern Clearly advertised how to make a complaint/raise a concern Can go via Primary Care providers or direct to NHS England Complaints regulations Care Quality Commission registration Responsibility to investigate, resolve, learn and improve Health Service Ombudsman Separate to any legal process 5

6. Facts & Figures (CWW Area Team) Since 01 April 2013: 188 complaints GPs Access/clinical care/communication Currently 40 complaints under investigation Oldest complaint 2011 Since 01 October 2013: All clinically reviewed 100% acknowledged in 3 working days Average response time 60 working days 6

7. Lisa’s Big Plan ………. Decrease response times (25 working days) Identification of themes/trends/hot spots Identify learning and share across all providers Links with medical teams (performance) Customer service training for primary care staff Involve patients in feedback and learning Influence commissioning of services Links with CCGs regarding quality improvements in Primary Care 7

8. Questions? 8