Agenda item

To consider the report on the Outpatient Excellence Programme.

Members were given an update on the Outpatient Excellence Programme, including the Programme Aims and KPI benchmarking. It was noted that there were no local targets for Do Not Attends (DNAs) but a local target of 7.4%. It was noted that remote consultations had seen a decline over the last 12 months, but whilst below target, the figures were above the national average and this followed the same trajectory as other health authorities.

’Our Digital Journey’ was discussed and the Patient Electronic Platform was highlighted, particularly around quick contact through two-way messaging. It was noted that new data tools were being used for those deemed to be at high risk of DNA.

Priorities were discussed, particularly around reducing health inequalities, identifying vulnerable residents, ‘You said, we did’ and standardising appointment letters and clinic templates.

The new Advise and Guidance and the Single Point of Access were noted, in order to improve triage efficiency, and Outpatient disruption was also discussed.

Members noted remote consultations and queried whether, if this is something patients want but the target is being missed, is the ICB pushing its agenda rather than listening to patients. It was noted that the targets were set during the COVID pandemic and it was noted that it needs to be reviewed. It was also highlighted that different needs mean the option for alternatives needs to be kept open where possible.

Members also queried how it was being ensured that non-NHS app users would not suffer for not using the app. It was noted that there was system safety and that communication in writing would be triggered if digital contacts were ignored, and the time delay around posting these were also factored into this process. Members noted that 25% of appointments were cancelled, which given the waiting lists was disappointing. It was queried how messages were communicated, particularly around times of day given how busy life can be. It was noted that the nothing could be done around sending messages at particular times a day as the message is sent when the system books the appointment, but it was highlighted that the app should help with these issues.

Members noted the use of acronyms in the report and highlighted that different services sometimes use different apps, which can be difficult for those not particularly good with technology, and it was noted that an add to calendar option for appointments would be helpful. It was noted that the functionality of the app was difficult to change due to being from a private provider. It was noted that NHS services should all be on the one NHS app regardless of which trust patients were using for services. It was noted that correspondence can be from different trusts which is out of the Northern Care Alliance’s control.

Members queried how the Outpatient Excellence Programme would improve prevention. It was noted that Advise and Guidance had been used for a number of years. It was noted that different departments would have different timescales, with both Renal and Neurology being completed by February, Gastro by the end of January and Cardio in February or March.

Members noted that with a number of community diagnostic hubs open, it might be good for the Committee to see one. It was noted that the NCA had two, one in Oldham and one in Salford.

It was requested that an update be brought back to the committee in six months time.

RESOLVED: That the report be noted.