Transcription of Integrated Urgent Care Service Specification
1 Integrated Urgent care Service Specification Document number: 1 Issue/approval date: 25/08/2017 Version number: Status: approved Next review date: dd/mm/yyyy Page 2 NHS England INFORMATION READER BOXD irectorateMedicalOperations and InformationSpecialised CommissioningNursingTrans. & Corp. & InnovationFinancePublications Gateway Reference:07092 Document PurposeDocument NameAuthorPublication DateTarget AudienceAdditional Circulation ListDescriptionCross ReferenceAction RequiredTiming / Deadlines(if applicable)Policy0113 824 Urgent care Delivery Team4N04 Quarry HouseLeedsLS2 7UE0By 00 January 1900 Integrated Urgent care Delivery Team25 August 2017 CCG Clinical Leaders, CCG Accountable OfficersNHS England Regional Directors, NHS England Directors of Commissioning OperationsIntegrated Urent care Comissioning Standards00 Integrated Urgent care Service SpecificationSuperseded Docs(if applicable)Contact Details for further informationDocument Status0 This is a controlled document.
2 Whilst this document may be printed, the electronic version posted on the intranet is the controlled copy. Any printed copies of this document are not controlled. As a controlled document, this document should not be saved onto local or network drives but should always be accessed from the intranet. Document number: 1 Issue/approval date: 25/08/2017 Version number: Status: approved Next review date: dd/mm/yyyy Page 3 Integrated Urgent care Service Specification Version number: First published: Prepared by: Integrated Urgent care delivery team This information can be made available in alternative formats, such as easy read or large print, and may be available in alternative languages, upon request. Please contact 0300 311 22 33 or email stating that this document is owned by the Integrated Urgent care Delivery Team, Operations and Information Directorate.
3 Document number: 1 Issue/approval date: 25/08/2017 Version number: Status: approved Next review date: dd/mm/yyyy Page 4 Contents Executive Summary .. 11 Introduction .. 11 Key elements of an Integrated Urgent care Service - Action required by all NHS 111 and OOH commissioners .. 12 The Clinical Assessment Service present and future .. 12 14 Clinical Governance .. 15 Delivery Targets .. 15 Developing a Lead Commissioner Arrangement .. 16 Developing a Collaborative Provider Arrangement .. 16 2. Service Specification .. 18 Introduction .. 18 3. National/Local Context and Evidence Base .. 20 4. Outcomes .. 22 NHS Outcomes Framework Domains & Indicators .. 22 Locally Defined Outcomes .. 23 5. Scope .. 24 Aims and Objectives of Service .
4 27 Service Description/ care Pathway .. 27 Access and Hours of Operation .. 27 Access Channels .. 27 Mapping Service Boundaries .. 27 Opening Hours .. 28 Population Covered .. 28 Clinical Assessment, Diagnosis and Advice .. 28 Face-to-Face Consultation and Treatment .. 29 Home Visits .. 30 Operating Model 111 Call Handling .. 31 NHS 111 Call Handling Process .. 32 Operating Model Clinical Assessment Service .. 41 Appointment Booking .. 41 Document number: 1 Issue/approval date: 25/08/2017 Version number: Status: approved Next review date: dd/mm/yyyy Page 5 Streaming .. 42 Low Acuity Ambulance Validation .. 42 Clinical Decision Support System (CDSS)/Clinical Triage and Assessment 44 Operational 44 Role Based Workflow.
5 44 Commissioning and Procurement of CDSS .. 46 Safety Standards .. 46 Governance .. 46 Service Directory & Capacity Management .. 46 Workforce .. 49 Introduction and Underlying Principles .. 49 Non-clinical Telephone/Remote Workforce .. 50 Clinical Telephone/Remote Workforce .. 50 Mental Health and Wellbeing .. 51 IUC Clinical Assessment Service (CAS) workforce .. 51 IUC CAS / NHS 111 Workforce Blueprint .. 53 Recruitment, Retention and Vacancies .. 53 Medicines and Poisons training .. 53 Other Specialist Training .. 54 Interoperability .. 54 Referrals and Transfers (covering Sending, Receiving, Content, and Endpoints) .. 54 Transferring/Referring Patients between Services .. 54 Directory of Services .. 55 Appointment Booking.
6 55 Ambulance Requests .. 55 Continuation of Triage .. 55 Repeat Caller Service (RCS) .. 56 Post Event Messaging .. 57 Online/Digital 57 Telephony & IT Systems .. 57 The Function of the National 111 Telephony Platform .. 57 Hosting and charge reversal .. 57 Document number: 1 Issue/approval date: 25/08/2017 Version number: Status: approved Next review date: dd/mm/yyyy Page 6 Other users of 111 .. 58 Location based routing .. 58 Location Unknown Calls .. 59 Call Steering - Interactive Voice Response (IVR) .. 59 Resilience .. 59 National Contingency .. 59 Maintenance of The 111 Carrier s Platform .. 60 Local Planned Engineering Works (PEW) .. 60 Receiving calls from 111 .. 60 Local provider telephony and IT .. 61 Lines.
7 61 Automatic Call Distribution/PBX .. 61 Desktop IT Systems .. 62 Call Steering - Interactive Voice Response (IVR) & Announcements 62 Voice Recording .. 62 Records Management .. 62 Reporting Systems .. 63 Resilience and Capacity Planning .. 63 Security .. 63 British Sign Language (BSL) .. 64 Referral to Other services .. 64 Ambulance Services .. 64 Primary care Response .. 65 Dental Services .. 66 Other Services .. 67 Booking Workflow .. 68 Technical Interoperability .. 69 Cancellations and Amendments .. 69 Notifications and Reminders .. 69 Reporting and Data .. 69 Access to Records .. 70 Personal Demographic Service (PDS) .. 70 Document number: 1 Issue/approval date: 25/08/2017 Version number: Status: approved Next review date: dd/mm/yyyy Page 7 Summary care Record (SCR).
8 70 Permission to View (PTV) .. 71 Patient Flags/Special Patient Notes (SPN) .. 71 Access to Patient Records .. 72 Medicines Management .. 73 Prescribing .. 73 Repeat Prescriptions .. 74 Electronic Prescription 74 Post Event Messages (PEM) .. 74 Overview .. 74 Format .. 75 Content .. 75 When to send .. 75 Recipients .. 76 Transport Only where patient transport is already commissioned for local GP OOH services .. 76 Acceptance and Exclusion Criteria and Thresholds .. 77 Interdependencies with Other Services/Providers .. 77 Intelligent Commissioning .. 77 Improved Patient Experience .. 78 Communications, Engagement and Marketing .. 78 Staff and Patient Feedback Surveys .. 80 IUC for Carers .. 80 Service Development and Changes.
9 81 Future Technology .. 82 Clinical Triage Platform .. 82 Access to Service Information .. 82 NHS 111 On-line .. 82 New Services/Helplines .. 82 6. Applicable Service Standards .. 84 Applicable National Standards .. 84 Applicable Standards set out in Guidance and/or Issued by a Competent Body (for example: Royal Colleges) .. 85 Document number: 1 Issue/approval date: 25/08/2017 Version number: Status: approved Next review date: dd/mm/yyyy Page 8 Statutory Duties .. 85 Information Governance .. 85 Safeguarding Children and Vulnerable Adults .. 88 care Quality Commission .. 90 Serious Incidents .. 91 Health and Safety .. 91 Infection Control .. 92 Complaints .. 92 Record Keeping .. 93 7. Applicable Quality Requirements and CQUIN Goals.
10 94 Applicable Quality Requirements/Standards .. 94 Applicable CQUIN Goals .. 95 Clinical Governance Quality Requirements .. 95 Governance Arrangements .. 97 End to End Reviews and Process to Share Learning .. 97 Privacy Impact Assessment (PIA) .. 98 Equality Impact Assessment .. 98 Performance Management .. 98 Principles .. 99 Reporting and Coverage .. 100 IUC Minimum Data Set .. 101 Data Submissions .. 102 Disposition and Outcome Monitoring .. 102 Staff and Patient Feedback and 102 Staff and Financial Metrics .. 102 Syndromic Surveillance .. 103 Remote Health Advice Syndromic Surveillance System .. 103 Integrated Urgent care Surveillance System .. 103 Emergency Department Syndromic Surveillance 103 Technical Standards.
