Five year period 2009-2014, Urgent Care 24 undertook 370,735 patient consultations. These were undertaken across all of the organisation’s clinical services.
All results quoted relate to April 2013 to April 2014, unless stated otherwise.
GP out-of-hours (OOH) service
The Out of Hours GP service to the patients of Halton, Knowsley and Liverpool this year handled 87,715 patient contacts. Telephone answering performance for the period averaged at 94.7% - telephone calls to the patient line are required to be answered within 60 seconds.
Telephone assessment of patients required within 20 minutes averaged at 96.6%, and for patients requiring assessment within 60 minutes averaged at 94.7%.
Patients requiring a face-to-face consultation with a GP at an out-of-hours centre started their consultation within 2 hours of the end of their telephone assessment in 98.1% of cases; those requiring an appointment within 6 hours started their consultation in time in 99.9% of cases.
Patients needing a home visit within 2 hours of the end of their telephone assessment received one in time in 96.7% of cases; those requiring a visit within 6 hours received one in time in 95.9% of cases.
The average number of patients either advised to attend A&E or referred to hospital for admission by an out-of-hours GP was 7.9% in this period. This demonstrates the usefulness of primary care being available during the out-of-hours period and operating as an appropriate avenue of care to avoid patients attending A&E unnecessarily.
The Pathfinder service enables colleagues at North West Ambulance Service to contact UC24 24 hours a day, to refer any patients they have assessed as more suited to a primary care assessment by one of our GPs. This service is designed to divert patients away from local A&Es and as such is seen as beneficial to the local health economy and by the Clinical Commissioning Groups who commission it. 579 cases have been passed to us by NWAS under this scheme this year and 87.2% of these cases have been safely managed in the community, deflecting these patients away from hospital.
Primary Care Services
For patients registered with Knowsley CCG GP surgeries, UC24 provides a daytime service during the week for patients to access Primary care services. Patients can be booked a same-day appointment at one of four local centres, or receive a home visit to their address. From December 2013 to end of March 2014 339 patients received a home visit and 3159 patients were seen at face-to-face appointments.
Urgent Care 24 Asylum practice
This practice was set up to perform clinical assessments on asylum seekers who are initial accommodation awaiting decision on their asylum claim. The practice has been operational since 2007, was awarded the NHS Alliance award for quality for the provision of care in 2009 and nominated for the NHS Equality and Diversity award in 2014. From January to December 2013, 2708 patients received health assessments and 1229 patients received GP/midwife/counsellor appointments. From January to July 2014, 1519 patients received health assessments and 548 patients received GP/midwife/counsellor appointments.
All clinicians working for UC24 services undergo Clinical audit by fellow GPs. Over 18,600 clinical consultations were audited by clinicians during this time period.