Urgent care

Transcript

The current pressures on the NHS urgent and emergency care system are unprecedented. Urgent or unplanned care leads to at least 100 million NHS calls or visits each year, representing about one third of overall NHS activity and more than half the costs. Approximately one quarter of accident and emergency attendances could have been treated elsewhere.

NHS England is implementing the recommendations of the Keogh Urgent and Emergency Care Review and it is important that pharmacy professionals engage proactively in the development of new urgent and emergency care systems. For those working in community pharmacy, NHS England is developing a national pharmacy urgent care programme linking services to NHS 111 to support people to get the right care in the right place, first time.

Pharmacy teams in all sectors have potential to support the urgent care agenda by raising awareness of existing services, extending those services and being confident about when and where to refer people whose needs are more complex.

Our learning programmes aim to help you understand your role in urgent care and recognise the opportunities to provide effective support for people presenting with urgent care needs.

This programme will help to update your knowledge and skills on the common clinical conditions and minor ailments that present themselves in community pharmacy. It contains practical tips and advice on how to identify, recognise and manage minor ailments.

Please note: this e-learning programme has been developed and provided by NHS Education for Scotland. Users should recognise that this programme will refer to Scottish policies and organisations. CPPE does not maintain control over the accuracy and currency of this programme.

Learning Outcomes:

• identify the common minor ailments that present themselves in community pharmacy
• recognise, manage and advise on the signs and symptoms of minor ailments
• identify danger signs and symptoms, know how to manage these and when to refer patients
• offer advice, support and evidence-based over-the-counter treatment to patients with minor ailments
• know where to find relevant information and resources on minor ailments.

This programme enables community pharmacy professionals to identify how to deliver the NHS CPCS to high standards of practice and how to integrate into the multidisciplinary team to support urgent care. It provides facts about the referral process between NHS 111 and the NHS CPCS. It also supports community pharmacists and their teams to ensure people have a positive journey through the system when they need an urgent supply of a medicine, or support in managing a low-acuity (minor) illness.

Learning Outcomes:

• summarise the context for reforms to urgent and emergency care in the NHS
• explain the role of community pharmacy in supporting urgent care pathways in the NHS that contribute to better patient experiences and outcomes
• access resources to help you deliver the NHS Community Pharmacist Consultation Service (NHS CPCS) effectively to patients and other healthcare providers
• plan how your pharmacy team will support the delivery of the NHS CPCS
• reflect on and identify the skills that you need to develop or enhance to deliver high-quality, person-centred clinical assessments of patients referred to the pharmacy.

This is a video-based programme where you will watch experts demonstrating the key phrases, skills and techniques for a person-centred approach to consultations. The interactive activities will help you apply your learning to practice and make best use of the time during a consultation. You will also be able to explain the concept of clinical empathy and how to demonstrate this in practice.

Learning Outcomes:

• apply key phrases to facilitate a patient-centred approach to your consultation
• demonstrate appropriate skills and behaviours to ensure the best use of time in the consultation
• explain the concept of clinical empathy and how it can be demonstrated
• rate consultation skills and techniques more confidently in preparation for the Consultation skills for pharmacy practice assessment.

This programme has been developed by NHS Education for Scotland to support you in the management of over-the-counter (OTC) consultations. The programme includes a distance learning pack providing information and suggestions to help you refresh your management of OTC consultations, and a prescription-only medicine to pharmacy (POM to P) product guide for specific OTC medicines.

Please note: this learning programme has been developed and provided by NHS Education for Scotland. Users should recognise that this programme will refer to Scottish policies and organisations.

Learning Outcomes:

• describe strategies for gathering information during OTC consultations
• describe the Calgary-Cambridge model and its application to OTC consultations in the pharmacy
• provide examples and recommendations regarding methods that could be used to influence your own practice and identify areas of improvement.

In this video-based e-learning programme, we consider the key skills you can use to take an effective clinical history. The program uses the Calgary-Cambridge guide to take you through the clinical history-taking process and introduces you to tools and resources to help you demonstrate a patient-centred approach to the consultation.

Learning Outcomes:

• describe the clinical history-taking process
• explain the structure of the clinical history consultation
• apply key tools and techniques to the clinical history-taking consultation
• identify how to apply a patient-centred approach to taking a clinical history in practice through video observation
• develop a questioning sheet to use in practice.

Pharmacy professionals, as an integral part of the NHS Long Term Plan, are now routinely working in GP practices, care homes, secondary care, community and commissioning within a multi-disciplinary team. This growing infrastructure demands the need for effective communication between healthcare professionals working in different sectors. This programme will support you with documenting in patient clinical records to enable continuity of patient care in integrated local services.

Learning Outcomes:

• summarise the legal and regulatory requirements for patient clinical records
• describe the information required for clear, concise and appropriate patient clinical records
• recognise the required structure expected when writing in patient clinical records
• document details of patient consultations and clinical interventions concisely and accurately in patient clinical records.

Excellent communication and consultation skills are a key part of providing safe and effective services. CPPE has developed this set of cards to help all pharmacy staff improve their skills. All members of the pharmacy team should find this resource useful for improving their communication and consultation skills. The cards can be used by individuals, or as a tool to facilitate a training session.

This learning resource is also freely available for all pharmacy staff to download from the Consultation skills for pharmacy practice website.

Learning Outcomes:

• describe what patient-centred care means
• be more confident when communicating with the people who come into your pharmacy
• recognise good communication and consultation skills, compared with those that need improvement
• explain how facial expressions and body language can improve communication and help to build a rapport
• apply good listening skills
• know how to close a consultation effectively and safely
• discuss some of the challenges and barriers to good communication in community pharmacy.

This e-learning programme provides information about how to access and use Summary Care Records (SCRs) in community pharmacy to support patient care. The programme defines the NHS policy and context for using SCRs in community pharmacy and the practicalities of how to access and interpret the record are explained. The programme addresses information governance to ensure correct record keeping and confidentiality of patient data.

Learning Outcomes:

• understand the policy and context behind using Summary Care Records in community pharmacy
• know when and how to obtain consent to access Summary Care Records
• apply effective communication and consultation skills to any consultation requiring access to Summary Care Records
• demonstrate how to maintain secure records for information governance purposes
• document accurate information for consultation recording and follow up
• know how to produce a standard operating procedure governing the use of Summary Care Records in community pharmacy
• review case studies to see how Summary Care Records have been used successfully.

This e-assessment is not linked with a particular CPPE minor ailments learning programme.

Why should I do this assessment?

This e-assessment is linked with the CPPE Summary Care Records in community pharmacy programme and assesses you on the learning outcomes within that programme.

Why should I do this assessment?

This e-assessment is linked with the practice standards for consultation skills and the CPPE consultation skills learning programmes.

Why should I do this assessment?

Access and successful completion of this assessment will contribute to your own personal development plan, be recorded in your My CPPE record and will enable you to complete a CPD entry on the learning. It may also provide evidence for achieving competencies in the RPS Foundation or Advanced Pharmacy Frameworks. If you are working towards completing a Declaration of Competence for a pharmacy service, successful completion of this assessment will provide evidence of your learning.

This page will bring together all the PrescQIPP self care resources and campaign materials as well as showcase good practice examples of projects in self care and signpost to self care resources.

Ask NHS provides you with improved access to NHS 111 and your local NHS services. You can talk through your symptoms in complete confidence with Nurse Olivia, a virtual nurse. If needed, Olivia will arrange for a call back from a 111 nurse to discuss your symptoms further. You can also search NHS-approved healthcare advice, schedule GP appointments and search opening times/locations of local healthcare services.