How the whole OOH team contributes to good clinical care Dr Simon Abrams Director of Clinical Services, Urgent Care 24 and Medical Director Urgent Health UK (UHUK) 17/03/2018 Providing Quality OOH Primary Care 1
Good Clinical Care Cum Scientia, Caritas – “With Scientific care, compassion” 17/03/2018 Providing Quality OOH Primary Care 2
Roger Neighbour “The Inner Consultation” (Ex President of RCGP) 17/03/2018 Providing Quality OOH Primary Care 3
Connect - establish rapport with the patient – listen to what they have to say and show you are interested. Summarise – obtain the clinical information, review it, understand what the problem is, (make the diagnosis), work out options for managing the problem. Discuss this with the patient and agree what to do Handover – ensure the patient understands what they are doing Safety Net – give the patient advise as to what to expect is the normal progress and what to do if it does not go as expected House keep – ensure that the clinician is in a fit state to provide good clinical care 17/03/2018 Providing Quality OOH Primary Care 4
Taught at Medical School • Take a history • Examine the patient • Make a differential diagnosis • Do investigations • Make a diagnosis • Develop the management plan 17/03/2018 Providing Quality OOH Primary Care 5
Drivers Equipment check (Doctor) Script check (Doctor) Get there quickly and safely (Patient) Inform new doctors of processes and procedures (Doctor) Patients reassurance – on patient transport (Patient) Service to patients – stopping off at the chemist (Patient) Culture of service (Patient) Security of Doctors – look around for K**b H**ds (KH) Safety of Dr in patient’s house Good relationships – offloading for Dr – what gets said in the car stays in the car (Doctor) Confidentiality – trust you’ve got to trust the doctor, doctor has to trust you (Doctor) Contribute to development of service (Patient) Suggestions for health and safety (Everyone) 17/03/2018 Providing Quality OOH Primary Care 6
Shift Supervisors Setting the tone of the shift Matching resources to demand Problems solving Directing traffic MAKING THINGS WORK 17/03/2018 Providing Quality OOH Primary Care 7
Dispatcher Helping prioritise the calls, driving past postcodes Negotiating politely with patients to get them to come to UCCs Comfort calls 17/03/2018 Providing Quality OOH Primary Care 8
Receptionists Signposting patients Greeting patients Advising patients of delays Informing doctors of condition and mood of patients Providing chaperone services Reassuring patients 17/03/2018 Providing Quality OOH Primary Care 9
Admin: Supporting the OOH service Ensuring the focus is on service when service is running Running rotas Paying wages Keeping the team happy 17/03/2018 Providing Quality OOH Primary Care 10
What Are You Really Doing to Contribute to Clinical Care? Keeping the patient happy – what would you like if it was your mother/grandmother/sister/child How would you want them treated by non clinical staff? Enabling the Clinician to do their job 17/03/2018 Providing Quality OOH Primary Care 11
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