The panel to be provided with an update on the current status of NHS 111 and Urgent Care.

Sharon Matson and Caroline Dawe, NEW Devon CCG provided the panel with an update on NHS111 and Urgent Care.  It was reported that –

(a)           it was the right decision to roll out this service gently and quietly and to look at any inherent risks that might come with rolling out a new service;

(b)          650 people ring every week day and this number rises to 2,000 on a Saturday reducing to 1,600 on a Sundays and bank holidays;

(c)           NHS111 was a result of a report by Bruce Keogh who was concerned about multiple issues in general care which resulted in just one number.  This meant that you call one number and they would deal with your call and/or signpost you to the correct service;

(d)          the provider SW Ambulance Trust’s performance had worked hard to improve their performance and were an incredibly responsive service;

(e)          they were monitoring the impact of the service since it went live and undertook patient audits.  It was found that patients found the service  good and helpful and would phone again if they needed advice in a urgent care situation;

(f)            they were undertaking a lot of work over the last month on the cause and effect and there was an increase in demand since the service was rolled out.  A Summit Meeting was taking place tomorrow to address the demand over the last couple of months;

(g)           the current performance stands at 94.39% for patients seen, treated and discharged within 4 hours from A & E.  They were behind where they should be and there had been an increase in the demand all across the system not just Plymouth;

(h)          they had seen the largest increase in triage category 3 patients with a minor injury or ailment which had led to an increase in demand from early in the day towards the later end of the day.  They were looking at the staffing ratio to ensure they had the staffing levels right to meet the change in demand.

In response to questions raised, it was reported that –

(i)            public health would also be attending the Summit to understand where public health can add value;

(j)            alcohol related incidents spiked around bank holiday weekends.  There was a need to look at the whole system maybe that issues were related to alcohol.  At the Summit meeting they would need to take a holistic look as to why people were tuning up at A & E;

(k)          they were not seeing an increase with the older population in terms of them presenting themselves at A & E.  The slight increase in older people attending A & E were people from the adult age group rather than the elderly;

(l)            SWAST were performing very well but in terms of where they direct people was actually below the national average.  This was about the system and how the system was changing and to ascertain what the causes could be;

(m)         public health had undertook an analysis of NHS111 and found this to be one of the best services and one that they support.

Agreed that -

1.         Caring Plymouth note the assurance report.

2.         NEW Devon share the outcomes from the summit meeting with Caring Plymouth.

3.         Caring Plymouth panel take up the offer to visit SWAST Headquarters in Exeter.