Place Category: Health & Social Care

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Social Impact Declaration
Social Impact Statements
  • PELC is a not-for-profit social enterprise which was formed in 2004 by a group of local GPs who wished to share resources to provide quality Out-of-Hours GP services for their local communities. The formal structure is that of a Registered Society with a membership drawn from GPs, healthcare commissioners, patients and staff.

    The organisation reinvests all profits into improving its services, there are no shareholders. Today, the service extends to the area of Waltham Forest, Barking & Dagenham, Redbridge, Havering and West Essex, providing services to over 1.1 million patients in the region.

    The range of services we provide have also grown to include the urgent care centres at Whipps Cross and King Georges Hospitals and the NHS 111 service in East London. We have an extensive range of skills within our team, including reception staff, highly trained call operators, GPs, nurses, drivers and admin. We work collaboratively with commissioners and local NHS healthcare providers to provide integrated, high quality care to the patients we serve.

    PELC is a certified social enterprise with the Social Enterprise Mark. This means that PELC has proved it is genuine against an independently-assessed criteria for social enterprise. As a social enterprise we ensure that our profits are used to improve the lives of the people in the local communities we serve, we have no shareholders.

  • Address: 16 A118
    United Kingdom
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  • Social Impact Declaration: Social-Impact-Declaration_PELC.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.


    Updated September 2016

    1) Delivering NHS healthcare services

    NHS 111 service

    The NHS 111 service is available 24 hours a day, 7 days a week. The 111 service is staffed by a team of fully trained advisers and experienced clinicians. On dialling 111, a member of the team will assess your condition and direct you straightaway to the local service that can help you best, when you need it. That could be your GP surgery, an out-of-hours GP, A & E, a local urgent care centre, emergency dentist or a late opening pharmacist.

    GP Out Of Hours Service (OOH Service)

    PELC provide the GP out-of-hours service for patients registered to surgeries in Barking and Dagenham, Havering, Redbridge, Waltham Forest and West Essex. We are here to help if you develop an urgent medical need when your surgery is closed.

    The GP out of hours service is available: Weekdays: 6.30pm - 8am, Weekends: 6.30pm on Friday - 8am on Monday and Bank Holidays: 24hrs

    Urgent and Emergency Care

    PELC provide Urgent Care services at King George hospital. On arrival at the hospital, one of our clinicians will assess patients and direct them to the most appropriate department, based on clinical needs to ensure patients receive the care from the right service.

    The Urgent Care Centre is an essential service helping to ease pressure on A&E hospital departments and deliver rapid, appropriate care to patients at their time of need. Our clinical streamer may send you off site for your care where appropriate, for example, you may be directed to a local chemist. This ensures that patients with more severe symptoms are seen more quickly, diagnosed, treated and discharged or if necessary admitted directly to hospital.

    Telephone answering services (TAS)

    PELC offer a Telephone Answering Service for periods when a surgery is closed during in hours (8am to 18.30pm). Our team will take all calls to the surgery during these periods and provide the caller with surgery opening times and, where necessary, the surgery On-call GP will be contacted. This service is available for GP surgeries between 8am – 9am and 12.30 - 14.30pm Monday to Friday

    Community Services

    PELC provide a Single Point of access (SPA) and Outbound calling service for a variety of community services including District Nurses, Community Matrons, Emergency Dentist and Rapid Response Teams. Using our large call centre, high quality telephony and experienced call operators, we offer a 24/7 telephone answering service to enable patients or clients to access these services at any time

    Dentistry Services

    The PELC team handle all calls from patients who need urgent assistance when their dental surgery is closed. If a dentist visit is required at the weekend or evenings because of pain or discomfort, the PELC team will provide access to the most appropriate care.


    2) Measures of key activities

    The PELC Council is accountable for the quality of all services provided. Our Clinicians deal with over 50,000 cases every year at King George Hospital Emergency and Urgent Care and PELC handles more than one million non-emergency patient journeys through 111 calls, Out of Hours and Urgent care appointments.

    Out of hours performance (April 2015- March 2016)

    • The monthly compliance target for local and national quality indicators is 95%
    • Telephone clinical assessments within 20 minutes- The target was met for eight of the twelve months with the highest compliance rate at 113.24% and lowest at 88.16%
    • Telephone clinical assessments within 60 minutes- The target was met for eight of the twelve months with the highest compliance rate at 110.39% and lowest at 90.59%
    • Base walk in – Base time to consultation within 2 hours- The target was met for eight of the twelve months with the highest compliance rate at 120.11% and lowest at 83.26%
    • Base walk in- tine to consultation within 6 hours- The target was met throughout the year with the highest compliance rate at 101.3% and lowest at 98.98 %
    • Home visit time to Consultation within 2 hours (urgent)- The target was met for eight of the twelve months with the highest compliance rate at 108.75% and lowest at 91.95%
    • Home visit time to Consultation within 6 hours(less urgent) - The target was met for eight of the twelve months with the highest compliance rate at 108.86% and lowest at 91.86%.
    • 111 Service - the 111 Service handled 199,733 calls for ONEL NHS and 96% of the calls were answered within 90 seconds. 157,747 calls were handled for ELC and 94.4% of calls were answered in 90 seconds
    • Emergency and Urgent Care Centres - performance against the 4 hour target was achieved at 98.41% at Whipps Cross Hospital and at 98.98% at King George Hospital


    3) Safeguarding patients, staff and the public

    PELC has a legal duty to protect patients, staff and the public from harm.

    In 2015/16 there were 132 safeguarding adult referrals made by PELC to social services for sexual assault, inadequate care packages, people being assessed as neglecting themselves, concerns about care being given at residential homes, situations where carers were not coping with their responsibilities and referrals for people with mental health issues.

    93 referrals were made for children safeguarding and these related to unexplained injuries, falls from heights, behavioural issues, suspected drug use, concerns over neglect and parenting skills, under age sexual activities, suspected sexual assault and mental health issues.

    Feedback from service users: 78% of service users stated that they were likely to recommend our services to friends and family

    We provide Apprenticeship training in areas like Finance, and NVQ training for students.