How can we improve access and choice?
An outstanding range of treatments
Dr. Kenyon and Partners is a six-partner General Practice with over nine
thousand patients based at two surgeries in Coventry. The range of choices
on offer to patients with respect to access and treatments is outstanding.
They are achieving this in two ways: one is by bringing extra services into
the surgery; the other is by taking services out to patients.
The practice has increased patient choice by running a wide range of
specialised clinics at the surgery, including clinics for drug users,
prevention of coronary heart disease and diabetes. The surgery is working
in partnership with the local hospital diabetes consultant to stop
inappropriate referrals going to the hospital. 'We like to bring the
services to the surgery rather than send patients to hospital where they
might have long waits,' says Business Manager Maureen Price.
'It's much better for patients because not everybody has cars,
which makes getting to hospital difficult, and this is a much more familiar
environment, which makes the whole experience less stressful'
The practice has also reacted by taking services out of the surgery to
locations, which make them more accessible to patients. Up until recently,
the Teen Talk clinic has been run at the surgery with the aim of providing
young people aged 12-18 with confidential advice on sex education and
pregnancy. But extensive consultation revealed that teenagers were
reluctant to come to the surgery, where they may see a neighbour or
relative.
The decision was taken to operate the clinic within a local comprehensive
school where the incidence of teenage pregnancy is extremely high. Working
closely with the staff and Headteacher of the school, the nurse-led clinic
has since expanded with the addition of a drug counsellor, and is
successfully advising young people and acting as a gateway to other
services they might need.
Want to know more? Contact: Maureen Price, Business
Manager
Tel. 02476 516925, Email: maureen.price@gp-m86015.wmids.nhs.uk
Post offices make passports accessible
As part of the recovery plan from the crisis of 1999, the UK Passport
Service introduced an appointment-only service at their new headquarters,
Globe House in Victoria. Since travelling the London office is not
practical for everyone, they have increased the options for customers with
a new check and send service through local post offices and by offering
online applications via the website.
'To use the 'check and send service', you pay four pounds and
someone at the post office counter will make sure your application is all
correctly filled in and you have included everything,' explains Head of
Communications Christine Nickles. 'We do offer this service at our
offices, but they are far fewer in number than the local post office, which
is a much easier way for people to access the service.'
The service has also altered its rules to allow people to apply much
earlier before their passport runs out. Customers can now for a new
passport up to nine months before it expires, without losing any validity.
Not only does that allow greater choice to the customer, but also earlier
applications help to make the service more predictable and thus more cost
effective.
Want to know more? Contact: Christine Nickles, Head of
Communication
Tel. 020 7901 2470, Email: christine.nickles@ukpa.gsi.gov.uk
Promoting access in a rural area
The Dyfed Powys Police serves mid and west Wales, operating 55 stations,
including a new police station in a remote rural area opened in response to
public demand. 'Our force is the largest in the whole of England and
Wales,' explains Strategy and Planning Officer Paul Morris. 'We
have 1,100 officers to police that area, so the thinking behind this is to
have a programme to open new police stations and place officers in as many
areas as possible to provide the reassurance of a visible police presence
in their communities. We have also made successful bids for mobile police
offices - locations for people to go and see police officers - which are
part-funded by the National Assembly for Wales.'
The force provides special interview rooms for children and vulnerable
witnesses at five locations remote from police stations. 'In cases of
domestic violence or child abuse, you are dealing with very vulnerable
victims and witnesses,' says Paul Morris. 'Instead of bringing them
to the main police station which can be a very intimidating atmosphere,
these are more family friendly, so for example they have rooms decorated
like a home, toys for the children and so on.'
Want to know more? Contact: Paul Morris, Strategy and
Planning Officer
Tel. 01267 226638, Email: paul.morris@dyfed-powys.pnn.police.uk
A comprehensive service
Preston Disablement Services Centre puts a premium on providing a
comprehensive, easily accessible service for its patients. The Centre has
its own full-time Consultant in Rehabilitation Medicine who leads the
clinical team comprising rehabilitation engineers, occupational therapists,
physiotherapists, nurses and prosthetists. The Artificial Limb Service is
almost entirely provided at the Centre. The Wheelchair Service is organised
from the Centre but operates through locally based contractors. Wheelchair
clinics are held at nine locations throughout the catchment area.
Access to the service is made as easy and convenient as possible by
providing outpatient clinics throughout Lancashire and South Cumbria.
Children are also given special consideration with an attractive
environment and special facilities. A recently developed information pack
is available to patients and a great variety of information is displayed
within the Centre. This includes information on local voluntary
organisations and information for members of ethnic minorities and patients
with special needs.
Want to know more? Contact: Kim Hoyles, Business Planning
and Quality Manager
Tel. 01772 716921, Email: kim.hoyles@lthtr.nhs.uk
