Place Category: Health & Social Care
DHU 111 (East Midlands) CIC is a subsidiary of DHU Health Care CIC , with its own in house call centres providing a high quality NHS 111 service designed to fit patient needs.
Working across the East Midland covering patients in Derbyshire, Nottinghamshire, Leicester, Leicestershire, Rutland, Northamptonshire and Lincolnshire, the call centres allow for a locally provided service whilst maximising the utilisation of staff.
Our call centres deliver a valuable service by ensuring our patients remain our main priority. Working alongside other providers we offer a completely integrated solution with state-of-the-art technology delivered by highly trained employees. DHU 111 is always motivated to provide a superior patient service of which we are very proud.
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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 February 2017
1) Providing out of hours primary care services
Derbyshire Health United (DHU) provides Out of Hours primary care services across the county of Derbyshire from a total of 13 locations. These services operate when your local GP surgery is closed between the hours of 6:30pm & 8am Monday to Friday with services being available 24 hours a day weekends & bank holidays.
DHU is also the parent company of DHU 111(East Midlands) CIC service and the current provider of the evening / overnight District Nursing service for Derbyshire. Integration of the three services has allowed DHU to improve the patient journey encompassing a multidisciplinary approach to ensure referral to the appropriate healthcare professional.
All of DHU services are available to the residents of Derbyshire and can be accessed by contacting the NHS 111 Service. Following a thorough and detailed assessment of a patients healthcare requirements, a NHS 111 Advisor can recommend to each patient the most appropriate course of action such as:
- Self-care advice
- Contact a local pharmacy
- Contact a local dentist
- Contact own GP during daytime opening hours
- Arrange an appointment with a GP or Nurse
- Practitioner Out of Hours
- Arrange an advisory telephone call from DHU’s
- Clinical Team if Out of Hours
- Advise attendance at an Emergency Department
- Arrange an Emergency Ambulance for a Life Threatening Emergency
If a patient requires an appointment DHU local service is supported by a vast group of healthcare professionals working together to deliver a comprehensive service to patients across the county. This service comprises of a number of health care professionals:
- General Practitioners (GP’s)
- Emergency Care Practitioners (ECP’s)
- Advanced Nurse Practitioners (ANP’s)
- Minor Conditions Nurses (MCN’s)
- District Nurses (DN’s)
- Nurse Advisors (NA’s)
- Mental Health Specialist Nurses
- Healthcare Assistants (HCA’s)
- Support Staff
- Dental Nurses
- Pharmacy Technicians
2) Key performance indicators
During 2016 DHU were able to fully achieve the majority of the National Quality Standards requirements for Out of Hours primary care services including the local key performance indicators.
DHU are continually reviewing our clinical services and internal processes to improve the delivery of the services we provide. This is to ensure appropriate clinical staffing provision to meet the needs of the significant increase in patients accessing DHU’s services.
During 2016 105,624 patients attended an appointment in one of our Primary Care Centres (PCC) and have been assessed and treated by one of DHU’s many General Practitioners (GP) and Advanced Nurse Practitioners (ANP). In addition to patients attending our PCC’s, our clinicians have also visited 26,765 patients in their own homes, Nursing, Residential Homes or Community Hospitals across the county. Our GP’s and ANP’s have also undertaken 80,892 consultations over the telephone.
National Quality Standard 10, Face to Face Clinician assessment for Urgent Walk in Patients and Routine Walk-In Patients seen continues to be a challenge. Although the out of hours services are for patients attending with a pre-booked appointment patients do on occasion attend without an appointment.
During 2016 DHU achieved 93.7% of all urgent walk-in patients seen within 1 hour of arrival and 97.9% for all routine walk-in patients were seen within 2 hours of arrival, against a target of 95% for National Quality Standard 12, booked face to face consultations within a PCC or while a clinician is consulting a patient within their own home ‘home visit’. During 2016 DHU has consistently achieved all of the 8 elements within this standard against a target.
During 2016 DHU achieved the following
- PCC Appointments:
- Emergency 100%
- Urgent 94.7%
- Routine (6 hours)
- Home Visits:
- Emergency 100%
- Urgent 94.8%
- Routine 95.6%
For 2016/2017 financial year, DHU to date has consistently achieved an improvement in the agreed three CQUINS which were issued by the CCG at the beginning of the year. One of the three CQUINS relate to antibiotic prescribing, which is a key factor in the increase in Clostridium Difficile infections and also the increase in antibiotic resistance. Presently we are at amber status however we are continually improving. To date DHU are fully achieving the remaining two CQUINS.
3) Patient and regulator feedback
Care Quality Commission (CQC) independent review of services asked the following 5 questions:
1) Are services safe?
- CQC; “The service had clearly defined systems, processes and practices in place to keep patients safe from harm and abuse. Staff understood their responsibilities and had received training relevant to their role”
2) Are services effective?
- CQC; “Staff had the skills, knowledge and experience to deliver effective care and treatment”
3) Are services caring?
- CQC “Staff treated patients with kindness and respect, and maintained patient and information confidentiality at all times”
4) Are services responsive to people’s needs?
- CQC; “The provider undertook continuous engagement with patients to gather feedback and held regular patient and public involvement sub-committee meetings to review suggestions for improvements. Changes were made to the way it delivered services as a consequence of this feedback. Patient satisfaction, patient safety, friends and family test results and healthwatch information were also discussed”
5) Are services well-led?
- CQC; “It had a clear vision with quality and safety as its top priority. The service was responsive to feedback and used performance information proactively to drive service improvements. There was an overarching governance and performance management framework which supported the delivery of the strategy and good quality care. This included arrangements to monitor and improve quality and identify risk.”
Access to the full report can be found on the CQC website.
The Friends and Family Test is an important opportunity for patients to provide feedback on the care and treatment they receive. Introduced in 2013, the test asks patients whether they would recommend health services to their friends and family if they needed similar care or treatment. This test enables patients to give feedback on the quality of the care they receive, giving service managers and employees a better understanding of the needs of their patients to enable improvements.
The test asks the standard question, “How likely would you recommend Derbyshire Health United to friends and family if they needed similar care or treatment?” We are extremely pleased with our results throughout the year overall on average 83 patients agreed they would recommend the service they have received to friends and family.