Wefacilitatetheprovisionofclinicalserviceswithin primarycareandthelocalcommunity. Wedelivercare thatbestsupportsthepatient,thecommunityandthe system
ThePCLQualityReportevidencesthequalityofthe servicesthatweofferthroughourprovidersofNHS fundedactivity.Thisreportisanimportantwayfor ustomeasurethe qualityofourproviderservices andevidenceserviceimprovements,ensuringthat thepatientisattheforefrontofallwedo
Therightcareattherighttime,intherightplace
WhoisPatientCareLocally?
Weareacommunityinterestcompany(notforprofit)whowork intandemwiththeNHS.Weidentifywhatpatientcareneeds canbelookedafterinlocal,primarycareenvironments.Wewere foundedin2011byagroupofGeneralPractitionerswhowanted toprovidecareclosertothecommunity.
Althoughweareaprivatecompany,weonlyprovideNHS fundedservicesanddonotofferanyprivatefundedservices. PCLfacilitatestheprovisionofnumerousservicesacross Leicester,LeicestershireandRutlandandbeyond.
WhoisPatientCareLocally?
PCLwascreatedbyLLRGPsin2011 In2021webecameaCommunity InterestCompany. Wecurrentlyhave93shareholdingpracticesinthe company
PCL'saimistoprovidetherightcareattherighttime,intherightplace. WeprovidearangeofserviceswithinGeneralPracticeandCommunity settings. WecontractservicesfromlocalGeneralPracticeswherever possible,whichkeepsNHSfundinginlocalorganisations.
PCLworkswith73healthcareprovidersacrossLLR In2023/24,PCL providersdeliveredover87,000patientcontactsthroughitsPrimary Care+contracts
PCLalsoworksatscale,providingservicessuchasthePatientContact HubandRovingHealthcareUnits,ataSystemlevel.
AsaCommunityInterestCompany,PCLreinvestsprofitsintothelocal healthcaresystem.
Ourservicesfitintothecompanyethosofthefourpillarsofservice delivery
PCL's4PillarsofServiceDelivery
GENERALPRACTICE+
Facilitationofnon-coreGMScontracts
eg: Anticoagulation
CommunityCardiorespiratory DiagnosticSpokes
OfferedtoallGeneralPractice/PCN/Feds -butdeliveryofserviceisoptional.
PRIMARYCARE+
FacilitationofspecialisedGP,Consultant andimagingdiagnosticservicesin primary/communitycaresettings,eg: Dermatology
EarNose&Throat
Musculoskeletal
OfferedtoallGeneralPractice, Primary CareNetworks,Federations. Onlythose withthespecialistskills/qualifications willbeconsidered.
SYSTEMFACILITATION
Providingservicesonbehalfofthe System,deliveringatsystemlevel,eg:
PatientContactHub
RovingHealthcareUnits
DIRECTCOMMISSIONEDSERVICES
GeneralPractice/PCNs/FedscontractPCLto deliverservices,eg:
ProvidingEnhancedAccess(inanalliance withDerbyshireHealthcareUnited& PhoenixHealthPartnership)onbehalfof GeneralPractice
ProvidingBackOfficefunctionsonbehalf ofGeneralPracticesuchas: Payroll
HumanResourcesAdministration BusinessIntelligence Health&Safetycompliance
InfectionPreventionandControl
AllofourprovidershaveanannualIPCinspectiontoensurethat servicesareadheringtotheHealth andSocialCareAct2008: CodeofPracticeofInfectionPreventionbyHealthservice Providers.
Allourprovidersarecurrentlyrankabove90%-thegreenline onthegraph-forcompliancetotheIPCcodeofpractice.By undertakingtheIPCvisits,weareabletoidentifywhereour providersmaybestrugglingwiththeirInfectionPreventionand Controlandcompliance.Thisisindicatedwhenaprovider falls below80%-theredlineonthegraph.80%waschosenasour “requiresimprovementandtargetedsupport”markerasitfalls inlinewithmostNHSproviders.Tofallbelow80%indicates complianceisstartingtodecline.PCLwillthenoffertargeted supporttoourproviderstoensurethattheirperformance improves.
PatientSafety
PCLcontinuestoseenormalvariationinoverallincident reportingratesandtheotherkeyindicators.
PCLhastriaged,seen,andtreated144,046patients throughout2023-2024.
PatientSafety
Thesemetricssupportandevidencethehigh-qualitycarethat ourprovidersaredelivering.PCLworkedwithproviderswho experiencedaneventofmoderate/significantharmand assistedthemwiththeirinvestigationsandmitigatingactions toensuretheriskoftheeventre-occurringwasreduced.
PatientExperience
Fromthe144,046patientsseenbyPCLservicesthrough 2023/24,ourprovidersFriendsandFamilyresponseratewas 96.4%forNon-diagnosticprovidersand97.6%forDiagnostic providers.
PCLserviceshaveconsistentlyachievedover95%positive feedbackforextremelylikelyorlikelytorecommendour providers.
PatientExperience
PCLserviceshaveconsistentlyachievedover95%positive feedbackfrompatients,statingthattheyareextremelylikelyor likelytorecommendourproviders.
Positivefeedbackreceivedfromourpatients
PCLcontinuestoseenormalvariationincomplaintreporting. Thecomplaintsrateremainslowforourproviders. NumberofComplaints
Complaints
People&WorkForce
PCLcompleteditsfirststaffsurveyin2023withverypositiveresults. Allstaffwereeligibletocompletethesurvey. Thesurveygenerateda 64%responserate.
WORK
Themajorityofpeoplefeelverypositiveabouttheirrole
Themajorityofpeoplefeelthattheyareinvolvedindecisionmakingabout theirwork
Themajorityofpeoplearehappywiththerecognitionandvaluethey receiveintheirrole
Themajorityofpeoplefeelthattheyhaverealistictimespressuresanda choiceindecidinghowtheywork
Themajorityofpeoplefeelthattheirrolemakesadifferencetopatients
TEAMWORK
Themajorityofpeoplefeelthattheirteamhassharedobjectives,often meetstodiscusseffectivenessandtounderstandeachother’sroles.
Mostpeoplefeelrespectedbytheirteam,enjoyworkingwithintheirteam andtheteamhasenoughfreedominhowtheywork
Manypeoplefeelvaluedintheirteam
EVERYONEfeelsthattheirteamsworkwelltogethertoachieveobjectives, peoplearekindandunderstandingtooneanother,peoplearepoliteand showappreciationtooneanother.
PCLASAWHOLE
MostpeopleagreethatPCLofferschallengingwork,withopportunitiesfor careerprogressionandsupporttodeveloppotential
ThemajorityagreethatcareofthepatientsisPCL’soppriority,thatPCL actsonconcernsraisedbypatientsandwouldALLrecommendPCLtoa friendorrelative
People&WorkForce
Whilstthiswasaverypositivesurvey,thereweresomeactionsidentified forimprovement. Thesepointswereaddressedandafollowupsurvey waslaunchedinJune2024. Havingadispersedworkforcemeansitis vitalthatwehaveclear,accessiblecommunicationchannels. PCLholds anall-staffDevelopmentDaytwiceayear. Thisallowsallstaffachance togettogetherandnetwork. Teammeetingsareheldface-to-faceto ensurewemanageprioritiesaccordingly.
LEARNING&DEVELOPMENT
Allstaffareexpectedtocompletestatutoryandmandatorytraining.
AnewtrackingsystemfortrainingwasimplementedinApril2024,allowing staffandlinemanagerstoviewtrainingrequirementsmoreeffectively. However,weareawarethatthereismoreworkrequiredtobecomefully trainingcompliant. Staffhaveaccesstoanannualtrainingbudgetfor developmentoutsideofstatutoryandmandatorytraining.
People&WorkForce
STAFFFEEDBACK&COMMENTS
Aswellasfeedbackfrompatients,PCLalsoreceivesfeedbackfromstaff:
Considermoreface-to-facedevelopmentsessions
Veryhappyinmyrole. Cangetalittlelonelyattimesworkingfromhomebut that’smyonlycomplaint. Thepositivesofworkingfromhomeoutweighthe negatives I’mproudtoworkforPCL. Idon’texperiencetheSundaynightreturntowork bluessincejoiningPCL
Ifeelsupported,happyandvaluedinmyrole-andifIeverhaveanissue,Ifeel comfortabletakingittomylinemanager
AllIhopeforisifourtemporarycontractscometoanend,wearegivenenough noticetofindsomethingsuitable
EQUALITYANDDIVERSITY
UndertheNHSstandardcontract,PCLisrequiredtoadheretotheNHSequalityand diversityinitiativesinrelationtopatientsandworkforce.TheseincludetheEquality DeliverySystem2022(EDS),theWorkforceRaceEqualityStandard(WRES),andthe WorkforceDisabilityEqualityStandard(WDES).
TheseinitiativesaredesignedforlargeNHSTrustsanddonotnecessarilyfitwell withaSmall,Medium,Enterprise(SME),butPCLendeavourstoadheretothe principlesbehindthem,ifnotthespecificrequirements (Thecomparativereporting forbothWRESandWDESisn’tsuitableforasmallworkforce.Thestaffcohortsare toosmalltobesignificant,andthereisariskofindividualsbeingpersonally identifiable).
TheworkforceRaceEqualityStandardandtheWorkforceDisabilityEquality StandardaremonitoredthroughtheStaffsurveyandthroughtheHRDashboard. TheStaffSurveyallowsPCLtomonitorstaff’sfeelingsandensurethatweare workingwithstafftoachievetherightresultforthem SimilarlytheHRdashboard canbeusedasathermometerforstaffdiversityandensuringthatweareadiverse, inclusiveandequitablecompany.
FreedomToSpeakUp
During2023/24PCLreceived1FreedomtoSpeakUpconcern–the staffsurveyindicatesthatstafffeelsupportedtospeakupandare awareofthedifferentroutesthatareavailabletoraiseaconcern. PCLhasoneNationalGuardianinpostandtwolocaltrainedguardians. FreedomtoSpeakUpisactivelypromotedwithinPCL.
Summary
PCLisextremelyproudofthequalityofservicesitfacilitates. Werecognise andthankthehardworkofourprovidersandthesupportgivenbyour team.
PCLcontinuestostriveforoutstandingqualityinallwedo Weare committedtoensuringweconsistentlyinnovateandimproveinordertobe thebestthatwecanbe.
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