Place Category: Health & Social Care
We are commissioned by NHS Torbay, NHS Plymouth and Torbay Care Trust to provide the urgent out-of-hours service in Devon.We are a social enterprise. This means were run to benefit the local communities we serve. We have no share holders. Any profit is put back into the service to benefit patients.We are owned by every GP practice in Devon. They vote for GPs to represent their area on our board of directors. We are part of the NHS family.
As owners of our organisation, Devon GP practices have a direct influence over the service we provide. This means better continuity between in-hours and out-of-hours primary care.We also have a strong rota of local GPs who choose to work out-of-hours for our service.
We are an expanding organisation. We have subsidiary organisations which provide other healthcare services:
- Devon Dental
- Halton HealthSome of these services include:
- Out-of-hours dental care in Devon
- Acute care GP service in Devon and Somerset
- GP health centres in Torquay, Plymouth, Widnes and Warrington
- Prison healthcare in Devon, sub-commissioned by Devon Partnership Trust
Devon Doctors consistently achieves all of the Department of Health quality standards. In some areas we exceed these standards. We:
- aim to respond to calls for all palliative care patients within 20 minutes and provide a home visit within one hour
- ask our drivers to phone ahead with an ETA to all patients requiring a home visit
- continue to look at ways we can further improve the service.
The Primary Care Foundations 2009 benchmarking exercise into out-of-hours services reported us to be among the best out-of-hours providers in the country and to be good value for money. In 2008 the Healthcare Commission investigation into urgent care services gave Devon Doctors the best scores in the country. We achieved an outstanding level in several areas including telephone access and times for face-to-face assessments.
In 2006 the National Audit Office highlighted our out-of-hours service as an example of good practice, placing it within the top 10% of services nationally.
Social Impact Declaration: Social-Impact-Declaration_Devon-Doctors.pdf
Social Impact Statements:
Social Impact Statements
The Social Enterprise Mark criteria includes a requirement that the applicant can demonstrate that social and/or environmental objectives are being achieved.
In support of this, new applicants and renewing Mark holders must submit Social Impact Statements that summarise their headline activities and achievements, helping show how they are striving to make a difference and stand up to scrutiny of purpose as a social enterprise.
1) Providing NHS urgent out-of-hours service
We are commissioned by North East and West Devon Clinical Commissioning Group and South Devon and Torbay Clinical Commissioning Group to provide the NHS's urgent out-of-hours service across Devon.
We are a social enterprise, run to benefit the communities we serve. We have no shareholders, rather profits are reinvested into the service for the benefit of patients.
Devon Doctors is owned by all of Devon’s GP practices, who elect GPs to represent their area on our board of directors. As owners of our organisation, the practices have a direct influence over the service we provide, ensuring better continuity between in-hours and out-of-hours primary care.
2) Making urgent out-of-hours care available to over 1 million people
Devon Doctors’ urgent out-of-hours care service is available to more than 1 million people [1,135,700 mid-2014 estimate].
In 2015-16, more than 150,000 calls [152,949] came to Devon Doctors via the NHS111 service. Of these calls:
- 54.02% resulted in a GP giving advice over the phone
- 34.41% resulted in the patient visiting a Devon Doctors’ treatment centre
- 11.28% resulted in a Devon Doctors’ GP visiting the patient at home
Devon Doctors utilises surplus funds to put on additional clinical shifts above and beyond its commissioned service level. While this does not equate to a fixed percentage of surplus / turnover, in 2015-16, Devon Doctors invested in the region of £80,000-£100,000 on extra shifts in support of patient care across the county.
In addition, Devon Doctors also supports a charity each year, as well as matching all charitable donations from staff. In 2015-16, the organisation raised over £15,000 in support of Tibetan earthquake victims.
3) Patient satisfaction
Devon Doctors takes the quality of its service very seriously. During 2014-15 it completed over 13,000 audits on the work of clinicians and call operators to check that they came up to standard.
The most recent Ipsos Mori survey of out-of-hours GP services recognised Devon Doctors as one of the country’s leading providers of out-of-hours [OOH] GP care.
Across Devon, 87% of those surveyed said they had confidence and trust in their clinician – the highest figure in the south of England. 71% of correspondents said the time it took to receive care from Devon Doctors was ‘about right’, compared with just 58.9% across the country as a whole, while 85% said it was ‘easy’ to contact the OOH service, as opposed to 74.5% nationwide