Agenda item

Patricia Davies (Accountable Officer, NHS Dartford, Gravesham & Swanley CCG and NHS Swale CCG) and Julie Hunt (Interim Director of Performance, NHS Dartford, Gravesham & Swanley CCG and NHS Swale CCG) were in attendance for this item.

(1)       The Chairman welcomed the guest to the Committee. Ms Hunt began by providing an update about the award of the contract for adult community services to Virgin Care Services. She explained that there had been a legal challenge by Kent Community Health NHS Foundation Trust which resulted in the contract award being suspended pending the conclusion of the legal process; the CCGs’ applied to the High Court to have the suspension lifted and were given leave to proceed in June. The transfer of services to Virgin went live on 26 September 2016.

(2)       Ms Hunt reported that it had been a complex process to transfer services from Kent Community Health NHS Foundation Trust and Medway Community Health to Virgin as services had previously been provided through a block contract and the cost of individual services was not available at the point of transfer. She noted that all records were transferred to Virgin including the full HR record of staff so that they could carry over continuous service and keep the same terms and conditions of employment. She reported that a care coordination centre in Dartford was established which included the creation of a new telephone number; when the telephone system collapsed shortly before the go live date and Virgin was able to replace the whole telephone system in advance of 26 September.

(3)       Ms Hunt stated that any residual issues had been approached pragmatically by Virgin and the service had coped well despite the NHS facing one of the most challenging winters. She noted a monthly performance meeting was held with Virgin where activity, performance, safeguarding and monitoring were reviewed; there were a number of initial complaints regarding mobilisation but these had reduced and 23  out of 28 respondents to the Friends & Families Test had been extremely positive. She highlighted that anecdotal feedback from staff had been very positive. She reported that staffing was the most challenging issue; Virgin had inherited significant vacancies due to the proximity to London and the associated pay weighting but improvements had been made. She explained that since mobilisation Virgin was continuing to consolidate the service, manage winter pressures and improve service delivery; Virgin had also become part of the STP to enable them to deliver change through that process.

(4)       Members enquired about liaison with GP practices and KCC. Ms Hunt explained that Virgin had sent out information to all practices when the service was transferred; some GPs initially had difficulties referring patients due to the telephone issues. The CCGs’ were encouraging Virgin to go out and speak with practices in order to build relationships. Ms Hunt reported that Virgin was very engaged and committed to building relationships with social services and the CCGs and had subsequently become part of the A&E Delivery Boards and Executive Programme Boards.

(5)       A number of comments were made about patient flow, performance and patient experience. Ms Davies reported that there was a shortage of domiciliary care in North Kent which caused delayed discharges from acute hospitals; there were opportunities for KCC to work Virgin, domiciliary care providers and the voluntary sector to make improvements which would help to improve flow in the acute hospital. In terms of holding Virgin to account, Ms Hunt explained that Virgin was asked to provide reports which were reviewed and were asked to develop actions to address any issues which they had to provide an update on. An area of focus had been staffing and Virgin had presented a plan to improve this which included working with the university and holding recruitment days at Bluewater and in Sittingbourne to fast-track the appointments process.  Ms Hunt highlighted that there was a higher number of respondents to the Families & Friends test  and feedback had been positive.

(6)       RESOLVED that:

(a)          the report be noted;

(b)          NHS Dartford, Gravesham and Swanley CCG and NHS Swale CCG  and Virgin Care Services be requested to provide an update about the performance of the provider in September;

(c)          NHS Dartford, Gravesham and Swanley CCG and NHS Swale CCG  be requested to provide the Committee with an update about the development of any new service model at the appropriate time.