Direction of Travel for Urgent Care

1. Direction of Travel for Urgent Care Discussion Document

2. Our health our care our say, White paper principles • Focus on peoples experience • Examine simple access so that people are assessed and directed first time to the right service • Build on best practice • Ensure consistent quality • Promote system wide integrated approach • Joint PCT, Local Authority commissioning

3. Our health our care our saywhite paper • Develop a multi disciplinary workforce strategy • Address IT requirements • Make best use of NHSd, particularly in supporting self care and better information on services • Support health and social care economies develop integrated urgent care services

4. Definition of Urgent Care • Urgent Care is the range of responses that health and care services provide to people who require – or who perceive the need for – urgent advice, care, treatment or diagnosis. People using services and carers should expect 24/7 consistent and rigorous assessment of the urgency of their care need and an appropriate and prompt response to that need

5. Questions • Do you agree with this definition? • If not what would you change about it? • Is it right to remove the distinction between in-hours and out of hours urgent care so people have access to a consistent and rigorous assessment of the urgency of their need at any time of day or night • Please explain why you agreed or disagreed

6. Questions • Do you think health and social care services need to work better together to deliver an effective 24/7 urgent care service? • If so please explain how this could be achieved

7. Flow Chart • Please turn to page 14

8. Conceptual model of urgent Care • Page 14/15 • Do you agree with the model • If not, please explain what you would change about it

9. Implementing the Six Principles • My voice as a service user or carer is clearly heard and acted on • I know how to access services if I have an urgent need • If I have an urgent need I can access care quickly and simply • My safety is paramount to everyone who cares for me

10. I can rely on getting the right care (including support for self care), whenever I need it whoever I am • The care I receive meets my needs appropriately, taking account of the urgency and value for money

11. My voice as a service user or carer is clearly heard and acted • Where we should be • People are in control and informed of their care choices • All providers of urgent care regularly assess users experience of their services • Findings are made public • Members of the community and people using services are involved at every level

12. I know how to access services if I have an urgent need • Commissioners provide clear, accurate up-to date info on range of services • Users and carers know when where and how to access services, providers can give this information • People with long term conditions have agreed personalised care plan, which they hold along with relevant records

13. If I have an urgent need I can access care quickly and simply • Commissioners map demand, and develop a range of local services inc diagnostics that give people quick access • Telephone provides one form of access and everyone knows what number to call • Most services are provided in the local community or at home by a flexible workforce in multidisciplinary teams

14. My safety is paramount to everyone who cares for me • Standards for better health • Services configured to allow care as close to home as possible • Appropriate governance and supervision are in place • Joint commissioning to ensure integrated health and social care response • Electronic information transfer

15. I can rely on getting the right care whenever I need it • Provide users with 24/7 access • Consistent rigorous assessment • People take grater responsibility for maintaining their own health • Service provision is tailored to the needs of the community • Disadvantaged groups are catered for

16. The Care I receive meets my needs appropriately • Taking account of the urgency and Value for money • Services offer rigorous assessment and care as close to home as possible • Co-location of services to reflect peoples behaviour • Whole system approach to resourcing care shifting away from hospital

17. Turning the model into reality • Pg 26- 37 • Do you agree with the description of “where we should be” for principle one, through six • If not explain what you would add or change about them • Have we identified the right national and local actions to address where we should be.

18. If not explain what you would add or change about them? • What else would make this difficult to deliver? • Can you tell us about any examples where people or services are already doing things like this?

19. Supporting implementation of the strategy • How do we put this into action? • Attitudes to risk • Integrated service responses • Rural and urban communities (and then there is Kirklees) • Are there sufficient leavers for change? • Difference between urban & rural settings • How can we deliver improved urgent care?