1. Bracknell and Ascot Clinical Commissioning Group Slough Clinical Commissioning Group Windsor, Ascot and Maidenhead Clinical Commissioning Group Clinical Concerns Presented by: Jo Greengrass, Deputy Director of Nursing, Quality & Safety Simon Hawkins, Quality Improvement Support Manager

2. Bracknell and Ascot Clinical Commissioning Group Slough Clinical Commissioning Group Windsor, Ascot and Maidenhead Clinical Commissioning Group 1 A Brief Background Since July 2013 Clinical Concerns has dealt with over 450 concerns received by GPs The majority of concerns have related to – Referral Issues – Pathway Problems – Discharge Issues – Concerns relating to NHS 111

3. Bracknell and Ascot Clinical Commissioning Group Slough Clinical Commissioning Group Windsor, Ascot and Maidenhead Clinical Commissioning Group 2 How To Report Concerns are best reported using the online form – j.mp/clinicalconcerns The form can only be accessed at GP Practices, and so an email address is available baswamccgs.clinicalconcerns@nhs.net If you do email, please include – Provider and Service the patient attended – Date of Clinical Incident – Patient NHS Number and Initials – Description of Concern – Patient Outcome

4. Bracknell and Ascot Clinical Commissioning Group Slough Clinical Commissioning Group Windsor, Ascot and Maidenhead Clinical Commissioning Group 3 Information Governance Clinical Concerns is not allowed to handle patient data other than the NHS Number and Patient’s Initials If more data than this is sent Clinical Concerns is required to delete the concern This is to avoid potential fines of £500,000 per breach

5. Bracknell and Ascot Clinical Commissioning Group Slough Clinical Commissioning Group Windsor, Ascot and Maidenhead Clinical Commissioning Group 4 Reporting Online

6. Bracknell and Ascot Clinical Commissioning Group Slough Clinical Commissioning Group Windsor, Ascot and Maidenhead Clinical Commissioning Group 5 What to Report Clinical Concerns are incidents which affect patient care, outcomes and result in a poor experience – Referral issues affecting patient outcomes – Appointment issues affecting patient outcomes – Discharge issues affecting patient outcomes – Patient feedback on poor care or experience – Care not provided in a timely manner – Inappropriate care which has affected patient outcomes (any immediate issues should be followed up directly)

7. Bracknell and Ascot Clinical Commissioning Group Slough Clinical Commissioning Group Windsor, Ascot and Maidenhead Clinical Commissioning Group 6 What We Do The Quality team will liaise with the healthcare provider to discuss your specific concern and obtain a response for you The concerns are used to inform wider discussions with the provider when there are recurring themes

8. Bracknell and Ascot Clinical Commissioning Group Slough Clinical Commissioning Group Windsor, Ascot and Maidenhead Clinical Commissioning Group 7 Success Stories A number of concerns were raised relating to the quality of discharge summaries from Frimley Park Hospital, as a result Frimley Park Hospital have three CQUINs relating to various aspects of discharge.

9. 8 Bracknell and Ascot Clinical Commissioning Group Slough Clinical Commissioning Group Windsor, Ascot and Maidenhead Clinical Commissioning Group Any Questions?