Agenda item

This item is part of the review into Healthcare Services in Southwark. Papers are attached from Southwark Clinical Commissioning Group and Healthwatch.

7.1  Dr Patrick Holden, CCG clinical lead for Urgent care; Hayley Sloan 111 lead and Andrew Bland, Chief Officer, SCCG briefly presented on the 111 service plans.

7.2  Hayley Sloan explained that a Southwark resident accessing the national NHS 111 service would receive advice from a non clinician, who will redirect patients to service end points. She explained that the provider NHS Direct has left the market and commissioners are negotiating with new providers - often ambulance providers .Members asked if there is a cost overlap because of the need to commission duplicate services and she said that there was.

7.3  Members asked how the service was being reviewed for quality and she reported that the service conducts surveys and there is an 80 % call back satisfaction rate. She referred to the Healthwatch report and explained that the online form has been modified following the feedback received. A member asked if all adverse incidents were recorded and she assured the committee that they were.

7.4  Andrew Bland commented that the test of the 111service is if it will generate demand, or if it will it help route people to the right service. He said he thought it was too early to say. Hayley Sloan concurred and said that they are looking at a winter campaign -but they don't want to put too much pressure on the service and over direct people to 111. Andrew Bland reported that Lewisham have had a very good urgent care campaign however they have also had a larger rise in emergency attendance.

7.5  A member asked where calls are handled from and Hayley Sloan explained that there is a call centre in Beckenham, with an overflow to a Milton Keynes call centre.

RESOLVED

Provide the results of the call back survey on the service.