Quality Account for NHS Choices
PART ONE
Quality Statement from Chairperson of 3V Healthcare Limited
3V Healthcare Ltd has been established by the doctors of Goyt Valley, Sett Valley and
Thornbrook surgeries to provide a range of outpatient and diagnostic services in Chapel-en-leFrith. As a provider of healthcare we are committed to providing a wide range of high quality
patient focused out-patient services, situated within an easily accessible local environment
which is all consultant led.
We have been providing these services since 2008 and have progressively increased the quality,
range and scale of our services, and situating them in purpose built premises in Chapel en le
Frith, an area convenient and central for our population base.
As these clinics are part of the NHS you will need a referral from you doctor to attend and
some of the services you can book via the NHS choices programme.
The specialities we cover in our organisation are:
Dermatology – Dr Kingston Consultant, Dr Gilmour Consultant and Dr Edwards GPSI (GP with
special interests).
Ears, Nose and Throat – Mr Parker Consultant
Gynaecology – Mr Mellor Consultant, Ms Nausheen Consultant, Mr Pickersgill Consultant
Ophthalmology – Mr Acharya Consultant, Mr Ramkissoon Consultant
Rheumatology – Dr Akil Consultant, Dr Kilding Consultant
Ultrasound – Wendy Basnett Sonographer
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PART TWO
Quality Improvement
1. Investing for the future
3V Healthcare has made significant investment in the Information Technology Infrastructure
of our organisation. As a result of this we are further developing our EMIS Web system which
enables us to have shared information between both primary and secondary care with patient
consent, enabling real time access to the patient’s medical records which results in improved
safety, better communication and between the GP and consultant treating the patients.
To improve the patient’s experience we are instigating a text prompting service of appointments
to all of our clinics, with the patient been given an appointment text both at the time of booking
and a reminder 48 hours prior to their booked appointment. This text service will supplement
and boost our contact with our patients and also enable a reduction in missed appointments.
For new patients with acute rheumatological disorders we are altering our clinic structure to
enable these patients to be seen rapidly (within two weeks of referral) to enable prompt and
effective medical treatment to limit the long term consequences of their arthritis.
When patients attend our clinics we aim to improve our opportunistic general health advice to
patients helping them to understand better how then can improve their overall health.
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PART THREE
1. Patient Safety
3V Healthcare is committed to patient safety and providing the best possible quality of care
available. As an organisation we regularly:
Analyse all reported incidents through our clinical governance lead

Identify and risk assess all of our services on a regular basis

Implement the lessons learned from these processes
Safeguarding Children & Vulnerable Adults
3V Healthcare has strengthened its commitment to Safeguarding Children and Vulnerable
Adults in the past year by promoting and adopting policies and systems to best identify and help
those individuals who may be at risk.

A named person, (Paula Potts, Operational Manager) has been identified and is
responsible for the implementation and monitoring of these policies.

Significant effort has been made in training all members of staff regarding both adult
and child safeguarding issues and this continues with all staff attending training on an
annual basis

We have adopted North Derbyshire CCG policies on vulnerable adults and children.
Complaints and serious untoward incidents (SUIS)
Any serious incident or complaint is reported to and fully investigated by the Board on a
regular monthly basis and any learning outcomes identified and implemented.
In 2012/13 we had no serious untoward incidents and only two complaints.
Due to the size
of the organisation we are able to change our working patterns quickly to respond to any
complaints or suggestions from patients.
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2. Clinical Effectiveness
Clinical effectiveness is the extent to which clinical interventions do what they were intended
to achieve.
We use clinical audits as a tool to assess our clinical effectiveness and an example of this is
detailed below with regard to the DMARD (Disease Modifying Anti-Rheumatic Drugs) audit.
This study involves the clinical safety and monitoring of the medication that is given to people
with rheumatological disorders, and checking the effectiveness of their monitoring also ensures
high patient safety levels.
3VH Monitoring Audit
We reviewed the monitoring of the patients we have listed under the Rheumatology service at
3V Healthcare Ltd and found that nearly all patients that we supplied Methotrexate to, have
had a blood test at an interval of 3 months or less.
Every patient supplied Sulphasalazine has had a blood test at an interval of 4 months or less.
There was only one patient on Leflunomide and they had a blood test every month.
In conclusion, all patients are seen within the time period specified within the guidelines of the
service.
Waiting Times
We constantly monitor patient waiting times for out-patient appointments, both new
attendances and follow up appointments and have consistently achieved all of our targets
despite an increasing demand on our services over the past 12 months.
SPECIALITY
NEW
FOLLOW UP
DERMATOLOGY
392
605
EARS, NOSE AND THROAT
239
119
GYNAECOLOGY
148
145
OPHTHALMOLOGY
211
255
RHEUMATOLOGY
93
335
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3. Patient Experience
We conducted a patient experience survey over all specialities throughout the year and the
results of this were encouraging





The patients liked the fact that they saw the same clinician every time they came. The
only speciality this does not apply to is Rheumatology but due to how closely the
clinicians work they treat patients the same way so no disruption to treatment occurs.
Clinician was sympathetic and thorough.
The clinicians listened to the patients and gave them time to question any treatment.
Clinical staff introduced themselves to the patient.
Strive to ensure that we maintain our standards at all times and treat patients as
individuals.
All clinicians explain clearly and concisely how they are going to treat the patients.
We listen to what our patients have to say regarding our services and shape these services
based on this feedback.



A patient seeing a dermatologist said they had to wait for 30 minutes before being seen
but when seen by clinician the clinician explained that a previous patient had collapsed.
As a direct response to this we now inform patients if there is a delay in seeing the
patients regardless of how long they may have to wait.
We now ensure that the clinicians let the patient know who to contact should they have
any queries as previously the patients were not sure if they should contact 3V
Healthcare or their practice.
As not all staff introduced themselves we are going to ensure staff have name badges
and clinicians have plaques so the patients know who they are dealing with.
These are some of the comments we received from patients via our surveys are:

Dr Edwards was very thorough and sympathetic and no improvements could be made to
the service.

Patient who commented on having to wait for more than 30 minutes did make a comment
that the clinician did explain that the previous patient had collapsed and therefore you
can't prevent this occcurance happening.

Seen by doctor, treatment carried out, out of premises before appointment time. Very
impressive.

No improvements could be made

I was very satisfied with my treatment in the outpatient department. In fact after my
treatment I came away feeling very relaxed as everything was explained to me in great
detail. The patient could not think of any improvements.
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
It is excellent that these clinics are provided in our local surgeries. Improvements - a
shorter waiting time. I was seen 20 minutes after my appointment time.

Mr Mellor is a fantastic clinician. He explains things fully, listens to you and gives you
time.

The support from the nurse to the patient and the understanding manner of the doctor

Everyone was polite. Have great confidence in the gynaecologist.

The waiting area was very spacious and bright. The receptionist very pleasant. No
improvements to be made.

High Standards overall

Close to home, consultant care each visit. Quick and easy

It was quick and easy service and there were no improvements we could make.

From my first appointment before my operations to this check up have been good in
every aspect.

The nurse was confident and comforting. A little more patience from the doctor and for
any other comments it was Thank you

Excellent all staff very accommodating. Doesn't think there is anything we could
improve. Excellent service

Friendly

I am very happy with my treatment from the rheumatologists. I was in a lot of pain
before seen by them a few years ago and I feel they have always looked after my health
and wellbeing with kindness and professionalism. When asked if anything could be
improved this patient commented no I have never had any problems at all. Other
comments from this patient were both doctors I have seen at 3V Healthcare in Chapel
have been amazing and have helped greatly to improve my quality of life.

Completely satisfied in the way I was treated and the doctors have my confidence
totally

The Healthcare assistant for Dr Akil is delightful and excellent at her job

Both Healthcare assistants Becky and Clare that have attended to me have been polite,
friendly and have put me at my ease.
We have recently introduced the family and friends test asking patients if they would
recommend the services and the results which we have received have been promising. This form
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also has a comments and complaints section so that we are able to improve our services
throughout the year instead of waiting for results of surveys.
Triage
All referrals into gynaecology, ophthalmology, dermatology and rheumatology out-patient
services are triaged promptly by the responsible consultant to ensure that the patient is seen at
the appropriate time and also by the most appropriate clinician, so that patients receive
comprehensive assessment and treatment on their first visit to the services, reducing the need
for unnecessary follow up attendances.
PART FOUR
COMMISSIONERS COMMENTS
On behalf of North Derbyshire Clinical Commissioning Group
NHS North Derbyshire Clinical Commissioning Group (NDCCG) is happy as requested, to provide
the commissioner statement on the first quality account provided by 3VH. NDCCG can confirm
that 3VH has produced a Quality Account that meets the required criteria.
The Quality Account is an annual report to the public that aims to demonstrate that the Service
is assessing and improving quality across the healthcare services provided. The Quality Account
is a clear and well-structured report which will enable public understanding and outlines the key
service areas and achievements and developments across the year. We are pleased to see their
progress to date in improving the quality of services they provide and their plans for the coming
year including the introduction of the Friend and Family Test.
NHS North Derbyshire Clinical Commissioning Group looks forward to working with 3VH over
the coming year to support them to continue to deliver high quality patient care.
Hayley Wardle
Head of Clinical Quality
On behalf of North Derbyshire Clinical Commissioning Group
28th June 2013
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