Issue - meetings

Purpose of the item: to inform the Committee of the impact of Urgent and Emergency Care surge on the Surrey Heartlands system during 2023/24, including reference to the previous winter pressures; and to describe the whole system measures being put in place to promote resilience throughout the upcoming winter period.

Witnesses:

Mark Nuti – Cabinet Member for Adults and Health (In person)

Ben Hill, Director – ICS Urgent Care and System Resilience will lead (In person)

Katy Neal, Associate Director – Ambulance Commissioning Surrey Heartlands ICS (attended remotely)

Radcliffe Lisk, Clinical Director UEC (attended remotely)

Jo Hunter, Director – ICS Planned Care (attended remotely)

Lorna Hart, Director of ICS Development. Email (In person)

Andrew Erskine, Deputy Chief Operating Officer SaBP (attended remotely)

Jackie Raven, Associate Director - ICS Urgent Care (attended remotely)

Rachael Graham, Director of Non Acute and Primary Care Contracts (attended remotely)

Key points raised in the discussion:

1.    The Chair asked about the Surrey Heartlands Integrated Care Board’s [ICB] 5 objectives and wanted to know about the investment in I.T. in terms of putting standardised systems in place to improve the delivery of the objectives by joining up processes and performance. In particular, the changes of how things are managed concerning the year-to-year measurement of performance, changes, and improvements. The Director of ICS Urgent Care and System Resilience provided an update on the roll-out of the new electronic patient records in two of the acute hospitals and an upgrade on their third hospital which was rolled-out last year. This will support Surrey Heartlands in its ability to record patient records electronically as opposed to using paper with clinical audits and closer performance monitoring. The Surrey Care Record would also allow for the sharing of records with providers at point of access. The Director of Non Acute and Primary Care Contracts explained that cloud-based telephony is a significant tool offering a voice-redirection option, allowing for multiple lines to be open to better manage demand. Data sharing agreements between both Federations and practices provide confidence with not having the associated risks with distance prescribing or consulting. A Member asked if cloud-based telephony had now been rolled-out across the county. The Director of Non Acute and Primary Care Contracts confirmed it had been rolled-out across the Surrey Heartlands portion of the county.

2.    A Member referred to the high level of complaints received from residents on the length of time for a call-back response. The Member questioned that as General Practitioners (GPs) are under strain, was securing more appointments realistic given recruitment issues to various roles as well as the recovery of dental activity, and how did Surrey Heartlands foresee managing more appointments for residents and patients. The Director of Non Acute and Primary Care Contracts explained that the aim is to be channel-agnostic, making services available however access to care is required. The additional roles reimbursement scheme introduced seventeen new roles with sixty-four thousand appointments from October to March managed. Surrey Heartlands was an early adopter of the Pharmacy, Optometry and Dentistry [POD] commissions, having taken it on from July 2022 and they continue to learn about the challenges faced with their dental contracts as there is an access issues for dental services. 

3.    A Member recognised there is some great technology but there are many people that  ...  view the full minutes text for item 35