Tag Archives: One Care

One Care support for our practices: October-December 2021

We have published our latest quarterly round-up of strategic changes, information about new One Care projects and a one page infographic showing the direct support we’ve provided to practices.

The last three months have continued to present general practice with extreme challenges and pressures. The highly transmissible Omicron variant of Covid-19 has driven unprecedented levels of infections globally, resulting in NHS England and the government asking general practice, along with the wider system, to focus on vaccinations and urgent care.

In mid-December, to support practices with their booster rollout targets, One Care staff temporarily stood down from normal duties to provide extra resourcing to practices. One Care staff offered their services to PCNs, helping with various administrative, marshalling and reception tasks. In total, 57 shifts were covered at 14 venues and the feedback we received from practices about our staff was fantastic. Similarly, members of the team enjoyed going into the surgeries and vaccination centres, meeting new people, gaining new experiences, and witnessing first-hand the demands of the booster programme.

Click here to enlarge infographic.

At the same time, One Care worked alongside NBT and VANS to create a more efficient process for PCNs and practices to request staff and volunteers for the mass vaccination programme. The newly-launched model sees One Care act as a single point of access for mass vaccination staffing requests rather than there being multiple avenues to request cover from, which often resulted in double bookings. This makes the process more efficient and time effective for general practice, staff, volunteers and system partners. This process was enabled by the staff sharing agreements One Care contributed to during the pandemic, which allow healthcare professionals to work across the different organisations in our region.

To help practices prepare for the potential impact of Omicron, One Care established an escalation framework to assist practices with a pragmatic checklist of operational considerations during the surge. To ensure general practice was well represented and involved in system decisions during this period of system pressure, we relaunched the SitRep to get a better understanding of the issues faced by practices. We used this information alongside the general practice activity report to represent general practice at all system bronze, silver and gold meetings.

It has been widely recognised that Covid-19, and the wider effects of the pandemic, have significantly impacted mental health, aggravating pre-existing conditions as well as affecting people who have not previously experienced poor mental health. One Care has been working with a PCN in South Bristol to identify patients with an active mental health condition who might benefit from a tailored intervention. The practice has provided us with great feedback about this piece of work, so please do get in touch if you would be interested in looking at something similar in your PCN.

Our business intelligence team have also added a Serious Mental Illness (SMI) dashboard to the General Practice Intelligence Dashboard. The dashboard shows what proportion of people on practices’ SMI register, who should receive a set of six physical health checks, have had each of the health checks and how many have had the full set. Easy access to this data supports practices to focus on where uptake of physical health checks can be improved, which will help maximise on available income and improve patient outcomes.

A key priority for One Care in recent months has seen the successful rollout of community phlebotomy – a new process for taking bloods in community settings. For many years, general practice has taken outpatient bloods on behalf of secondary care, despite not being contracted for the work. But the community phlebotomy programme has addressed the governance of this work, ensuring blood results are returned to the requester in secondary care and general practices are resourced for this programme.

One Care have further saved general practice time by creating, updating and sharing templates to the latest referral forms through Resource Publisher, meaning practices don’t need to maintain these templates themselves. To publish resources to a practice, technical data sharing agreements are needed. One Care now has these in place with 99 per cent of practices, as well as most PCNs and localities.

During this period, our subscription model for the next three years was signed off by our Board. We had intended to start meeting with PCNs in December to discuss this, but these meetings were postponed due to the booster programme and have been taking place throughout January and February. Many of you will have now responded to us regarding your intentions for next year. We’ve found these discussions really valuable and will be looking at how we can continue these discussions at more regular intervals moving forward.

We’re also inviting all practices to join us to hear about the work we’ve done throughout 2021/22 and our plans for 2022/23 onwards at our shareholder event on the afternoon of Thursday 28 April 2022. For now, please hold the date and we will share more details in due course.

We’re pleased to say that the One Care team has continued to grow in recent months in line with our development, and all current staff can be found on our website. In recent months, this has included particular growth of our project management capacity in our transformation team. As always, a huge thanks for your continued support. If you would me or a member of the team to visit your practice or attend a locality meeting to talk more about our work and how we can support you, please get in touch.

One Care helping practices benchmark telephony demand

One Care has updated the telephony information available to practices in their General Practice Intelligence Dashboard (GPID).

The dashboard enables practices to benchmark themselves against other anonymised practices in BNSSG on incoming and unanswered call volumes, as well as the overall percentage of calls unanswered. The data can be tracked and measured over a week, month, quarter and year.

Practices will be able to see where they sit in comparison to each other, including in relation to patient demand and how it is being dealt with (using a rate per 1,000 patients).

This information may inspire a deep dive into practice call volume and how calls are being handled. It could also highlight specific time frames where demand has increased or decreased.

One Care’s business intelligence support analyst Kelly Hawkes commented on the new dashboard saying: “The analytics teams are incredibly excited to launch this dashboard as it offers something to practices that previously they’ve been unable to see.

“Practices are inundated with calls on a daily basis and this dashboard enables them to track this data in line with other practices. This dashboard is available to all Bistech practices and PCNs that have provided consent for One Care to process their telephony data.

“We would encourage as many practices to utilise this dashboard as possible as it offers a further insight into their practice.”

If you would like more information on the dashboard and how to use it, please contact onecare.analytics@onecare.org.uk.

One Care supports practices with learning disability health checks

GP surgeries are required to deliver free health checks once a year to anyone aged 14 or over who is on their doctor’s learning disability register.

To help practices identify eligible patients, keep track of health check completion percentages, and visualise insights, One Care launched a dashboard in January 2022, using data exported from EMIS.

Going forward, practices will be able to use the dashboard and its useful features to keep a record of patient information and invite them for their annual health check when appropriate.

While the dashboard enables practices to calculate how many of their patients are eligible for these checks, and how many have been completed, there are other benefits too. Users can sort the data by a range of criteria, for example: ethnicity, deprivation, age and gender – which can highlight inequalities and where targeted support is most required. The dashboard also enables practices to compare different patient groups using the built-in filters, which will offer a greater overview of the BNSSG population and potentially inform future studies.

Speaking about the new dashboard, One Care’s Head of Business Intelligence Rhys Lewis, said: “People with learning disabilities have poorer physical and mental health than others and this has been particularly highlighted by the Covid-19 pandemic. Annual health checks can improve their outcomes by spotting problems early, enabling appropriate treatment and management, and preventing premature and avoidable death.

“The learning disability dashboard provides clinicians and managers with up to date information on how many of their eligible patients have received a health check and how many are outstanding, ensuring maximum uptake by the end of the financial year.”

Eligible patients do not have to be ill to have their health check – in fact, most are well when they accept it. The annual health check can help patients stay well by talking to a doctor or other healthcare professional about their health and medication, and if any concerns are spotted, treatment can be administered before any condition worsens.

If you would like more information on the learning disability health check dashboard and how to use it, please contact onecare.analytics@onecare.org.uk. To learn more about these health checks, visit the NHS website.

Wellbeing service available for health and care staff

Clinical and non-clinical staff in general practice settings across Bristol, North Somerset and South Gloucestershire (BNSSG) can access a Healthier Together Support Network – a recently-launched health and wellbeing service for all NHS staff.  

As a result of the extraordinary pressure health professionals have been put under by the Covid-19 pandemic, national funding was awarded to set up a new confidential and free wellbeing service, which is there to help staff manage stress caused by or impacting their work, offering:

To learn more about the services, click here (Healthier Together Support Network) or call 0117 342 4740.

There is also a Team Net page with information regarding all wellbeing support available to general practice staff.

One Care support BNSSG practices with booster rollout

Some One Care staff have temporarily stood down from normal duties in recent weeks to provide extra resourcing for the accelerated booster programme in Bristol, North Somerset and South Gloucestershire (BNSSG). This support has been offered in addition to One Care’s usual role in coordinating elements of the PCN Covid-19 vaccination programme.

From the week commencing 13 December, staff have been offering their services to Primary Care Networks (PCNs), helping with various administrative, marshalling and reception tasks. To date, 56 shifts have been covered by One Care staff at 14 venues.

Eighty per cent of eligible patients have now received their booster jabs across BNSSG. Just shy of 200,000 vaccinations were given between 12 December 2021 – 4 January 2022, with more than half administered by PCNs.

One Care’s Chief Operating Officer Scott Godley, said: “It’s been fantastic seeing so many of our staff volunteer with the booster rollout programme.

“The feedback we’ve received from practices about our staff has been fantastic and similarly, members of the team have enjoyed going into the surgeries and vaccination centres, meeting new people, gaining new experiences, and witnessing first-hand the demands of the booster programme.”

“The vaccination figures are truly remarkable, particularly in the last few weeks, so a huge thank you and well done to everyone involved,” he continued.

“One Care will continue to make its staff available to volunteer at practices across BNSSG for the next couple of weeks, when it will then be reviewed, and I would encourage practices to take up the offer of support as it’s proven to make a positive difference.”

If your PCN would like to request additional help, please click here.

All adults are reminded they are eligible for their booster jabs, with 12-15 year olds able to receive their second doses.

If you’re yet to receive your first, second or booster vaccination, please visit grabajab.net or call 119. Vaccinations and boosters are the best way to protect you, your friends and family.

Bristol City support Covid-19 booster programme

One Care and our local vaccination programme teamed up with Bristol City Football Club today (20 December) as the Sky Bet Championship outfit visited Tyntesfield Medical Group’s Brockway Medical Centre.

 

City’s players and staff arrived in Nailsea on their branded team coach to receive their Covid-19 boosters and lend their support to the vaccination programme, helping encourage people in Bristol, North Somerset and South Gloucestershire (BNSSG) to have their Covid booster as soon as possible.

 

In BNSSG – as with the rest of the country – there’s a real drive to scale-up booster vaccinations in response to the Omicron variant by increasing the capacity of booked appointments in existing vaccination sites.

 

With 65% of total vaccinations administered through Primary Care Networks (PCNs) in BNSSG to date, Brockway Medical Centre’s lead GP Dr. Jon Rees said: “We’re delighted to have boosted the Robins today. We hope the team making such a strong public statement about having their boosters, will help encourage others to have their Covid-19 booster vaccination as soon as possible.

 

“Bristol City and other local sports teams have been fantastic advocates since the start of the Covid-19 vaccination campaign. It’s great that our local sports teams are encouraging vaccine uptake in Bristol, North Somerset and South Gloucestershire.”

 

Bristol City’s Chief Executive Offer Richard Gould added: “I’m really pleased that so many of the team have had their booster today. A lot of football games were cancelled over the weekend, and we wanted to come down today to help keep football going. I’d like to give credit to the NHS and to our players for being so informed and making the choice to have their Covid-19 booster.”

 

If they haven’t already, your GP surgery will be in touch very soon to offer you an appointment. It’s extremely important to accept your invitation to receive the booster, rather than wait.

 

 

Alternatively, you can use the online National Booking Service, call 119 or visit www.grabajab.net for more vaccination options in your area.

 

Vaccines are the best way to protect yourself, friends, and family from this dangerous virus. Do not put it off until the New Year. Getting your booster is a quick a pain free process.

 

With focus being on vaccinations in the coming weeks, general practice staff are focusing on delivering booster appointments. While you may need to wait until the New Year to get a routine appointment, please be assured that practice teams are still available to look after your urgent care needs, including symptoms that may indicate cancer.

Supporting new practice staff

A popular programme One Care offers to practices across Bristol, North Somerset and South Gloucestershire (BNSSG) is new staff support.

Launched in April 2020, the new staff support programme consists of six one-hour meetings to new staff joining key roles in the practice – such as a practice manager, partner or lead nurse. These sessions are delivered by our practice support team (PST) and are designed to introduce One Care and the expertise we offer in business intelligence, practice finance, practice operations and more.

Furthermore, the team also offers expertise on working in general practice in BNSSG for those that are new to the area, or are new to the healthcare sector.

One Care have provided ten new staff support programmes to date and a further 15 are currently running across practices and Primary Care Networks (PCNs).

A practice employee who completed the new staff support programme said: “Talking to the One Care experts about practice business, operational and finance management has really helped me to make sense of quite an overwhelming amount of information.”

As well as helping with many different aspects of running practices and offering mentor support to employees, these discussions help One Care to understand the reality and day to day challenges that practices are facing which helps inform and shape the services we offer.

Our One Care Senior Delivery Manager Linda Ruse (nee Buczek) said: “The new staff support programme is very popular and participants consistently tell us how worthwhile they find the support sessions.

“We monitor practice vacancies and contact practices when positions are filled to see if we can help.

“It’s a great opportunity for us to learn about the individual and their respective practice. We develop a positive and ongoing relationship with staff members to ensure One Care helps wherever it can.

“Our practice support team have supported all bar one practice and one PCN in BNSSG, providing more than 300 hours of time and expertise.

“It’s hugely satisfying to help an individual and practice with something they are unsure of, or need more of an insight into, so I would encourage practices to get in touch to see if we can help.”

The new staff support meetings can be virtual, or in-person. The frequency and agenda is very much led by the individual who often has a list of things to discuss. We can also update and answer questions on current BNSSG initiatives.

If you would like more information, please email practice.support@onecare.org.uk.

Resource Publisher improving efficiency

One Care is giving general practices access to the latest referral forms through Resource Publisher (RP).

One Care is responsible for ensuring standardised referral form templates are available to practices and kept up to date, saving time for individual practices as they don’t need to maintain these templates themselves.

RP is a piece of EMIS software, and as a publishing organisation, One Care uses this package to create, update, and share templates and protocols centrally with practices.

To publish resources to a practice, technical data sharing agreements (DSAs) are needed and in Bristol, North Somerset and South Gloucestershire (BNSSG), One Care have DSAs with 99 per cent of practices. One Care also has agreements that allows sharing to Primary Care Networks (PCNs) and each geographical locality.

Reflecting on this achievement, One Care’s Senior Digital Consultant Colette Buckley said: “We are delighted to have reached the milestone of having 99% of practices signed up to receive resources from One Care via Resource Publisher. This will enable us to share a wider range of EMIS resources to practices and PCNs across BNSSG in an efficient and standardised way.”

EMIS-friendly referral form templates are the most commonly published item. However, One Care also creates and shares data entry resources via RP to assist record codes correctly and efficiently, helping improve data quality in BNSSG.

For more information, visit the TeamNet page for RP.

Community Phlebotomy successfully rolled out

One Care has been involved in supporting general practice and system partners to develop a new process for taking bloods in community settings. 

Prior to the Covid pandemic, there were 18,000 bloods taken across general practice and acute outpatient departments every week via the North Bristol Trust (NBT) and University Hospital Bristol (UHB) labs, with additional bloods being done at Weston General Hospital.

For many years, general practice has taken outpatient bloods on behalf of secondary care (hospitals), taking responsibility for both the phlebotomy but also the interpretation, communication and risk holding associated with these blood results.

This has been a significant workload for practices, but they have not been contracted to do the work. It is beneficial for patients to have their bloods taken in general practice as it means they can access care closer to home.

The community phlebotomy programme – otherwise referred to as secondary care bloods – has sought to address the governance of this work, ensuring blood results are returned to the requester in secondary care and to properly resource general practice to deliver this service. Over the last year primary and secondary care have been working together, supported by the CCG, to establish a standard process for this, putting patient experience and safety at the heart of the programme. This collaborative approach saw general practice and the trusts working as equal partners in the design of this new way of working.

The community phlebotomy service was fully launched on 31 October after a soft launch on 1 July, which saw primary and secondary care all working to the same standard operating procedure. Primary and secondary care will continue to work together with the CCG in this new phase of the programme to ensure a smooth transition into this new way of system working and to scope out further potential for development.

One Care have been well placed to support practices in the programme’s development due to the trusted relationships already established with practices.

As an integral part of the working group, One Care was involved in the first aspects of building up the business case for the programme, including initial data collection to confirm phlebotomy volumes and negotiating an item of service fee so practices were sufficiently remunerated for the work.

Throughout the programme, which has supported the outpatient transformation in a clinically safe, understood, and funded way, One Care has provided support for practices, in the form of regular communications, training for practice staff, trouble-shooting issues practices are having and developing EMIS resources to support the programme.

The next steps will see One Care analyse the data being collected to monitor the numbers of secondary care bloods being done in primary care and develop a dashboard to present this information back to practices. This data will also be used to monitor the success of the programme and will highlight any areas for improvement.

GP Collaborative Board Coordinator Rosie Southwell said: “A huge thanks goes to Nicola McGuinness (GP Collaborative Board lead) and Geeta Iyer (CCG Primary Care Development Clinical lead) for their leadership in the programme.

“It’s been really inspiring to see how general practice can influence positive change in the system when we come together with one voice. This has been one of the first programmes of work driven forward by our newly formed GP Collaborative Board.

“Practices have been really supportive and engaged throughout the programme – the feedback we’ve received has been extremely encouraging.

“We have lots of learning to take forward into the future as partners across our system begin to work even more closely together in an Integrated Care system. This is a great example of what can be achieved when we work collaboratively to find a solution that works for our population.”

One Care support for our practices between July and September 2021

We have published our latest quarterly round-up of strategic changes, information about new One Care projects and a one-page infographic showing the direct support we’ve provided to practices.

This year has continued to be extremely challenging and pressured for the NHS, including in general practice. In early August, One Care reinstated a situation reporting process which our practices could use to escalate any workforce and workload issues they were facing. This enabled One Care to contact practices in need of support throughout August and September, leading to several new guides and tools being published, including the development of the practice activity graphics in the General Practice Intelligence Dashboard.

Through One Care’s new staff support service, twenty-one new members of staff have had their induction to Bristol, North Somerset and South Gloucestershire (BNSSG) general practice. This is a brilliant opportunity for those who are new to general practice or to the area to get a feel for the landscape they will be working in and to understand what One Care can offer to their practice or PCN.

Click to enlarge infographic

This year, we have provided a range of resources to support practices with managing flu season. This included EMIS searches and protocols, which were published earlier than in any previous year. We also launched the improved flu page in the General Practice Intelligence Dashboard. This year’s data will be updated twice a week and reports on additional cohorts aligned to the 21/22 Investment and Impact Fund indicators.

One of One Care’s key priorities for this financial year is to develop a longer-term subscription model for the organisation that is separate from improved access. We will move to this new model from April 2022. As part of this work, we need to identify current and future practice needs and the value that our members put on different elements of our offer. We started this work earlier in the year by looking at data from the last year around usage of our current services. In July, we met with a working group of practice representatives, who provided us with some initial feedback about what they value most now, and what they would like to see us develop moving forward.

More recently, we sent a survey to all practices to understand which of our services practices value most and how we should structure our subscription. The results will be used by the One Care board and executive team to inform our subscription offer for next year onwards.

There have been several changes within the One Care team in recent months. We appointment our new Medical Director Dr Mark O’Connor in August and some of our existing team members’ role titles have changed to better reflect the work that they and their teams are currently doing: Rhys Lewis is Head of Business Intelligence; Bryony Campbell is Assistant Director (Transformation); and Emma Goulden is Head of Marketing and Communications.

One Care has continued to offer support to the GP Collaborative Board. In July, the GPCB appointed their substantive Vice-Chair, Dr Katrina Boutin, who has now taken up this post. At the end of September, the GPCB announced the appointment of Dr Jonathan Hayes to the role of Chair. Jon will take up his post at the beginning of December. One Care has been offering project management and coordination support to the system-wide initiatives, such as community phlebotomy. Over the summer, this has included running training sessions and publishing additional guidance for all members of the practice team. We have also been part of several projects to support staffing in general practice (including for Covid-19 vaccinations). This has included setting up ten different staff sharing agreements to enable safe movement of staff between practices and other NHS organisations.

If you would like to learn more about One Care, how we work and how we can support your practice, please get in touch.