Agenda item

Presentation of the Commissioning Lead – Primary Care (North East and North Cumbria Integrated Care Board)

The Commissioning Lead – Primary Care (North East and North Cumbria Integrated Care Board) attended and delivered a presentation and provided an update to Members on general practice in Darlington with an accompanying dataset.

The presentation included clear definitions of general practice, the variances in operations and contracts and regulation of practices as well as the role of the Primary Care Network (PCN) in Darlington.

Funding and expenditure for GP practices was explained with a summary of the Quality and Outcomes Framework Scheme (QOF), a points-based scheme that provides funding to support aspiration to and achievement of a range of quality standards, by rewarding practices for the volume and quality of care delivered to their patients.

Members were provided with a breakdown of the general practice workforce in Darlington, and it was highlighted that a strong focus is placed on ensuring that patients are seen by the staff member with the most effective skillset to deal with their issue in order to maximise efficiency.

Demand for general practice appointments was also covered along with the types of appointments now available to residents, namely face-to-face, phone and online appointments.  The responses from the most recent patient survey have been received and are expected to be published in July 2024, however, responses from the 1,300 from Darlington show an above average level of satisfaction with the service.

Questions were raised by Members and included highlighting variances in full time and full-time equivalent staff between practices for which we were informed that practices always aim to reasonably meet the needs of their patients with staff trained and specialised where possible to accommodate needs. Further questions included clarifying criteria for patients’ registration at a practice and we were informed that patients can register and change practices where needed and only in the case of a “closed list” would a practice be unable to take further registrations.

Discussion was raised regarding the availability of Saturday appointments and Members agreed that this could be more effectively publicised and promoted by practices.  NHS colleagues stated that the availability of Saturday appointments is included in newsletters however Members’ comments will be raised with their colleagues. 

A further discussion was held with regards to patients who do not attend (DNA) their appointments without cancelling.  Members noted that the numbers of DNA appointments are disappointingly high and asked if penalties are present for this – NHS colleagues acknowledged the numbers and highlighted that reminder text messages before and after (DNA) appointments, that practices promote the importance of properly cancelling unrequired appointments and highlighted that where possible practices are more inclined to try and resolve issues and have patients attend future appointments.

Members raised points of note to NHS colleagues which included improving online access as timeouts and navigation can be an issue and also clarifying the different types of treatment and appointments between primary and secondary care.

Further points of note included that improved phone services are being implemented in Darlington with all Darlington practices now operating with cloud-based telephony.  Additional patient surveys are in production with an aim to gather the most relevant and actionable data from patients.

RESOLVED – That the content of the presentation be noted.  NHS colleagues informed members that any additional data can be provided if requested.