1. Primary Care In South Tyneside South Tyneside LEB, 24 September 2015 Helen Ruffell, Operations Manager, South Tyneside CCG

2. Overview of Primary Care in South Tyneside 154,000 patients (approx) 27 GP practices – ranging in size 39 Community Pharmacies Think Pharmacy First – delivered by all 39 pharmacies Urgent Care Hub at ST hospital (Oct) In general access to primary care services is good

3. GP access in South Tyneside GP’s are Independent Contractors; –Have the freedom to operate their own appointment system. –Must have appropriate arrangements in place to meet the needs of their patients. –Patients should be able to access services during core hours in the case of an emergency.

4. General Practice Patient Survey (GPPS) The GPPS is the Nationally accepted benchmark for access. Latest South Tyneside results July 14 – March 2015.

5. Local Survey Work (via Healthwatch) 725 responses and focused on satisfaction levels around the following key areas:

6. Key Facts from the Healthwatch survey work (interviews conducted Nov & Dec ‘14) Ease of contacting GP practice by telephone 82% of respondents were fairly or very satisfied Receptionist service at GP practice 85% of respondents were fairly or very satisfied Ease of contacting GP practice by telephone 82% of respondents were fairly or very satisfied How often patients can get an appointment or speak to their GP of choice 38% sometimes or almost never How far appointments can be booked ahead 2 – 4 weeks 49%, don’t know 51%

7. Length of wait for an urgent GP appointment less than 48 hours 72% Length of wait for a non urgent GP appointment less than one week 60%, 2-4 weeks 29% Length of wait once at the practice to be seen less than 15 minutes 73% If the patient was unable to be seen at the practice, where did the practice direct them to go instead - Community Pharmacy 24% - Walk in Centre 74% - Other clinic, eg family planning 3% - A&E 11% Satisfaction with out of hours GP services 35% satisfied, 10% not satisfied (remainder have not used) Satisfaction with support to manage long term conditions 45% satisfied, 52% dissatisfied

8. What this tells us about access: Access to GP services is in general good, timely and responsive. Better than the national and north east average We need to carefully consider how to deliver wider access to primary care services We need to focus on supporting patients with long term conditions Patients value non bookable style appointments

9. Delivery of minor ailments consultations from all 39 community pharmacies Wide range of conditions and drugs available If you don’t pay for prescriptions, you may be able to get free over the counter medicines Aim to provide better access and save the need for GP appointments

10. Posters and leaflets

11. Scheme impact Since April 1 st 2015, over 3000 minor ailment consultations have taken place Top reasons for using so far:- Fever Teething Head Lice Chickenpox Cough Skin Reaction

12. Views from you – 7 day access There are not enough GPs or nurses for every GP practice to open up 7 days a week. More practical and affordable solutions will need to be considered such as one practice/location offering evening and weekend services on behalf of a group of local practices Do patients feel more evening and weekend GP services are important and how can they be delivered within the scope of the resources we have?

13. Communication How do GP practices communicate with patients –about their long term condition –in general about services at the practice (how to book appointments on line, or new services starting etc) –About any care you may have had in the hospital? What works well and not so well? Any ideas to make communication better?

14. When you need to see someone urgently New ‘Urgent Care Hub’ at South Tyneside hospital opening on 1 st October – ‘one front door’ principle All GP practices offer urgent appointments All community pharmacies offer consultations and advice on a walk in basis Is there anything your GP practice could do better to meet your urgent healthcare needs?

15. Questions 1.Do patients feel more evening and weekend GP services are important and how can they be delivered within the scope of the resources we have? 2.What works well and not so well in the way your GP practice communicates with you? Any ideas to make communication better? 3.Is there anything your GP practice could do better to meet your urgent healthcare needs?