PFD report

Alexander George Theodossiadis · Prevention of Future Deaths report

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Issued 3 Dec 2021•West Yorkshire Eastern

Report record

Published report and response evidence

This page connects the concerns raised in this report with statements found in recipients’ published responses. A link shows a clear evidence connection; it does not assign responsibility.

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Concerns
10

Raised in this report

Recipients
3

Named on the report

Responses found
4

Of 3 recipients

Stated actions
25

Described in responses

Source document

Full report text

This is the full text from the original published report.

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Concerns and recipient responses

Select any concern, action or position to view the source wording.

Report evidence summary

Concerns raised10

  1. Absence of clear instructions on the need for timely lumbar puncture in suspected meningitis
  2. Failure to communicate identified falls risk to the receiving ward
    Part of recurring concern: Unreliable clinical handover processesPart of recurring concern: Unreliable communication of patient-care information between clinical staff
  3. Failure to assess falls risk in confused hospital patients
Responses linked to these concerns

Each statement is shown once, even when linked to more than one concern.

Actions described in response An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.15

  1. Action

    Audit GP practice telephone calls to assess whether reception staff appropriately probe appointment urgency.

    Stated by OneMedical GroupStated completedThe respondent said that this action was complete when they made their response on 10 December 2021.
  2. Action

    Deliver refresher red-flag training to all GP receptionists and non-clinical staff.

    Stated by OneMedical GroupStated completedThe respondent said that this action was complete when they made their response on 10 December 2021.
  3. Action

    Provide bespoke training for reception and non-clinical staff on red flags, sepsis recognition and responding to patient concerns.

    Stated by OneMedical GroupStated completedThe respondent said that this action was complete when they made their response on 10 December 2021.

Respondent positions A position is what a recipient says about a concern when it does not describe a specific action.8

  1. Position

    Annual refresher training for reception and non-clinical staff is considered sufficiently frequent and appropriate to maintain vigilance.

    Stated by OneMedical GroupExisting arrangements considered sufficientThe respondent said that existing arrangements were sufficient, so no further action was needed.

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Absence of clear instructions on the need for timely lumbar puncture in suspected meningitis

Wider context from the report

“(2) Mr Theodossiadis remained in A&E for some 10 hours in total, despite the nature of his condition. Concern was expressed at the Inquest in relation to firstly, the absence of clear instructions regarding the need for a lumbar puncture within four hours of admission; secondly, a clear pathway to an appropriate treatment location; thirdly, any directions specifying the timetable in which action was required in response to a life-threatening condition. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to communicate identified falls risk to the receiving ward

Wider context from the report

“(4) Despite spending 10 hours in A&E and displaying increasing signs of confusion he was seen to be trying to get off his hospital bed which created a risk of falls, no assessment of the falls risk was carried out. In consequence, the receiving ward J27 at St James’s University Hospital, Leeds were not forewarned of the risk of falls. He fell from his hospital bed within approximately 10 minutes of being placed in a side room on his own. ”

Is this part of a recurring concern?

Yes — Unreliable clinical handover processes; Unreliable communication of patient-care information between clinical staff.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to assess falls risk in confused hospital patients

Wider context from the report

“(4) Despite spending 10 hours in A&E and displaying increasing signs of confusion he was seen to be trying to get off his hospital bed which created a risk of falls, no assessment of the falls risk was carried out. In consequence, the receiving ward J27 at St James’s University Hospital, Leeds were not forewarned of the risk of falls. He fell from his hospital bed within approximately 10 minutes of being placed in a side room on his own. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to obtain sufficient information to assess appointment urgency and priority

Wider context from the report

“(1) The Inquest heard evidence that when Mr Theodossiadis sought an appointment with a GP, he was only able to get one in three weeks time. He did not venture any details of his symptoms. Nor, however, did the GP’s receptionist probe to obtain any information which would help to assess the urgency of the situation or the priority to be given to his request. Within six days of this telephone call, Mr Theodossiadis was irretrievably overwhelmed with a meningitis infection. (2) GP receptionists must strike a difficult balance between respecting medical confidence and obtaining sufficient information to enable a judgement to be made in relation to access to medical help. In the case of fast-moving medical conditions such as meningitis afflicting otherwise healthy young people the Inquest heard concerns expressed that refresher training was regularly required but may not be provided with sufficient frequency to maintain vigilance at this important interface between patients and clinicians. ”

Is this part of a recurring concern?

Yes — Unreliable GP appointment triage for determining clinical urgency.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Absence of a clear pathway to an appropriate treatment location

Wider context from the report

“(2) Mr Theodossiadis remained in A&E for some 10 hours in total, despite the nature of his condition. Concern was expressed at the Inquest in relation to firstly, the absence of clear instructions regarding the need for a lumbar puncture within four hours of admission; secondly, a clear pathway to an appropriate treatment location; thirdly, any directions specifying the timetable in which action was required in response to a life-threatening condition. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Absence of clear national leadership on lumbar puncture practice in meningitis

Wider context from the report

“(3) The Inquest heard evidence that practice differs nationally on the need for a lumbar puncture in cases of meningitis. The absence of clear leadership on this issue nationally does not assist clinicians who may encounter this relatively rare, but serious condition. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to provide written handover instructions or briefing notes during hospital transfer

Wider context from the report

“(1) Evidence was taken at the Inquest which indicated Mr Theodossiadis was moved from one hospital within the Trust to another, close to midnight on 25th January 2020. Despite being severely unwell with bacterial meningitis and in a confused state he was not accompanied by a nurse escort, nor was any written handover instruction or briefing note provided for the nurses receiving him, in breach of the prevailing Trust handover guidance. ”

Is this part of a recurring concern?

Yes — Unreliable clinical handover processes.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Absence of directions specifying action timetables for life-threatening conditions

Wider context from the report

“(2) Mr Theodossiadis remained in A&E for some 10 hours in total, despite the nature of his condition. Concern was expressed at the Inquest in relation to firstly, the absence of clear instructions regarding the need for a lumbar puncture within four hours of admission; secondly, a clear pathway to an appropriate treatment location; thirdly, any directions specifying the timetable in which action was required in response to a life-threatening condition. ”

Is this part of a recurring concern?

Yes — Failure to provide timely clinical care.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Insufficiently frequent refresher training for GP receptionists

Wider context from the report

“(1) The Inquest heard evidence that when Mr Theodossiadis sought an appointment with a GP, he was only able to get one in three weeks time. He did not venture any details of his symptoms. Nor, however, did the GP’s receptionist probe to obtain any information which would help to assess the urgency of the situation or the priority to be given to his request. Within six days of this telephone call, Mr Theodossiadis was irretrievably overwhelmed with a meningitis infection. (2) GP receptionists must strike a difficult balance between respecting medical confidence and obtaining sufficient information to enable a judgement to be made in relation to access to medical help. In the case of fast-moving medical conditions such as meningitis afflicting otherwise healthy young people the Inquest heard concerns expressed that refresher training was regularly required but may not be provided with sufficient frequency to maintain vigilance at this important interface between patients and clinicians. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to provide a nurse escort during transfer of severely unwell and confused patients

Wider context from the report

“(1) Evidence was taken at the Inquest which indicated Mr Theodossiadis was moved from one hospital within the Trust to another, close to midnight on 25th January 2020. Despite being severely unwell with bacterial meningitis and in a confused state he was not accompanied by a nurse escort, nor was any written handover instruction or briefing note provided for the nurses receiving him, in breach of the prevailing Trust handover guidance. ”

Is this part of a recurring concern?

Yes — Unreliable healthcare patient transfer processes.

Open source report

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Audit GP practice telephone calls to assess whether reception staff appropriately probe appointment urgency.

Verbatim wording from the response

“One Medical Group takes its learning obligations extremely seriously and you heard evidence from ████████ that, since Alex's death, refresher red flag training has been undertaken with all GP receptionists and non-clinical staff. In addition, an audit of telephone calls to the GP Practice was undertaken from September – November 2021. This audit found that all calls were handled in a friendly and professional manner, and reception staff asked appropriate questions to ascertain the urgency of the appointment i.e. appropriate probing occurred. You also heard evidence from ████████ that in mid-2020 more receptionists were employed by the GP practice in order to cope with pandemic-related additional demand and the intention is for these employees to remain in their role post-pandemic.”

Source location

2021-0412-Response-from-OneMedical-Group_Published
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Deliver refresher red-flag training to all GP receptionists and non-clinical staff.

Verbatim wording from the response

“One Medical Group takes its learning obligations extremely seriously and you heard evidence from ████████ that, since Alex's death, refresher red flag training has been undertaken with all GP receptionists and non-clinical staff. In addition, an audit of telephone calls to the GP Practice was undertaken from September – November 2021. This audit found that all calls were handled in a friendly and professional manner, and reception staff asked appropriate questions to ascertain the urgency of the appointment i.e. appropriate probing occurred. You also heard evidence from ████████ that in mid-2020 more receptionists were employed by the GP practice in order to cope with pandemic-related additional demand and the intention is for these employees to remain in their role post-pandemic.”

Source location

2021-0412-Response-from-OneMedical-Group_Published
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Provide bespoke training for reception and non-clinical staff on red flags, sepsis recognition and responding to patient concerns.

Verbatim wording from the response

“One Medical Group is acutely aware of the importance of appropriate training and has implemented a rigorous training programme. As explained in the letter dated 13 August 2020 from ████████, Director of Professions at One Medical Group (pages A.95 – A.98 of the inquest bundle), NHS England identified in the 2016 'GP Forward View' Guidance² that training for reception and non-clinical staff was a "high impact" action. As a result of this 2016 Guidance, One Medical Group developed and implemented bespoke training for its reception and non-clinical staff.”

Source location

2021-0412-Response-from-OneMedical-Group_Published
Page 3 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Audit compliance with transfer-document use through a continuing rolling audit programme.

Verbatim wording from the response

“The Trust is working towards 100% compliance with use of the transfer document and a rolling audit programme has been taking place over for 12 months to monitor progress. The latest audit figures are encouraging but the Trust recognises that this improvement must be sustained and therefore the process of regular audit will continue. In addition, we are”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Embed repeated falls assessments when patients’ clinical conditions change.

Verbatim wording from the response

“I can confirm that Mr Theodossiadis did have a falls risk assessment completed at 13.14 by the assessment nurse which was entered on to the ED electronic patient record Symphony. He was not deemed to be a falls risk. However when he later became more confused, his assessment should have been repeated. The senior members of the ED nursing team fully recognise the need for repeated assessments when the patient’s condition changes and are working hard to ensure that this practice is embedded within the department.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 4 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Develop a standard operating procedure aiming to provide lumbar puncture within one hour wherever possible.

Verbatim wording from the response

“However, the Trust does recognise the potential value of an early lumbar puncture (LP) and is endeavouring to provide this diagnostic test where possible. Specifically, a lumbar puncture may allow antibiotic therapy to be rationalised, with broad spectrum treatment being replaced with more specific antibiotics. As such the Trust has developed a standard operating procedure (SOP) with the aim of carrying out a lumbar puncture within one hour wherever possible. At St James’s University Hospital during daytime hours (8am-8pm), the patient will be transferred to the Same Day Emergency Care (SDEC) unit adjacent to the Emergency Department where the LP will be carried out by a medical registrar or Advanced Practitioner.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 3 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Monitor and audit daily safety and dignity checks, including identification, risk assessment and monitoring of patients at risk of falls.

Verbatim wording from the response

“We are monitoring and auditing compliance regarding safety and dignity checks within the department on a daily basis. This includes identifying, risk assessing and monitoring concerns for patients who are at risk, including falls.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 4 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Consider how a similar lumbar-puncture arrangement could be provided at the Leeds General Infirmary site.

Verbatim wording from the response

“meningitis spend much less time in the Emergency Department and can have the lumbar puncture performed by an experienced practitioner in a timely fashion. It is hoped that in due course the service will be available in the St James’s SDEC 24 hours per day. Further consideration is being given to how a similar arrangement could be provided at the LGI site.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 4 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Provide department-wide falls education and awareness through safety huddles and dedicated falls-awareness boards.

Verbatim wording from the response

“We have improved our education and understanding of patient risk across the department regarding falls and the importance of rapid and correct assessment of patients on arrival, and the on-going assessment during their stay in ED. The risk of patient falls is continuously highlighted within the Emergency Department. Staff have regular safety huddles where vulnerable patients are discussed. In addition, dedicated ‘falls awareness’ boards have been placed throughout the departments to raise staff awareness and promote best practice. Practical initiatives that have been implemented include the provision of yellow socks for patients at risk of falls to provide a clear visual cue for staff. In addition, we now request additional Clinical Support Worker bank shifts to meet enhanced care needs of our vulnerable patients.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 4 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Require cross-city transfers to include a written nursing handover document recording the patient’s falls risk.

Verbatim wording from the response

“For cross-city transfers we must ensure a robust handover of care between nursing staff in the ED and on the receiving ward. This may take the form of a telephone conversation but this should always be accompanied by a written handover document. Currently in the Emergency Department this takes the form of a written document that is then scanned into the electronic patient record (PPM+). The Trust is currently trialling a stand-alone electronic transfer document and it is anticipated that this will be rolled out to all areas of the Trust in due course.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Seek an agreement with Yorkshire Ambulance Service not to accept transfers without a handover document recording falls risk.

Verbatim wording from the response

“seeking an understanding with YAS that they will not accept patients for transfer without a handover document which clearly records the patient’s falls risk.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 3 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Provide daytime lumbar puncture through the St James’s Same Day Emergency Care unit using a medical registrar or Advanced Practitioner.

Verbatim wording from the response

“However, the Trust does recognise the potential value of an early lumbar puncture (LP) and is endeavouring to provide this diagnostic test where possible. Specifically, a lumbar puncture may allow antibiotic therapy to be rationalised, with broad spectrum treatment being replaced with more specific antibiotics. As such the Trust has developed a standard operating procedure (SOP) with the aim of carrying out a lumbar puncture within one hour wherever possible. At St James’s University Hospital during daytime hours (8am-8pm), the patient will be transferred to the Same Day Emergency Care (SDEC) unit adjacent to the Emergency Department where the LP will be carried out by a medical registrar or Advanced Practitioner.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 3 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Record falls assessments for all Emergency Department patients and continuously audit compliance.

Verbatim wording from the response

“The Trust would like to reassure the Coroner that it takes the risks of falls within the Emergency Department very seriously. All patients within the department should have a falls assessment recorded. As in the case of the handover document, compliance is continuously audited. The latest audit figures demonstrate excellent compliance with the tool, but the department recognises that this must be sustained to prevent future harm to patients.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 4 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Trial a standalone electronic transfer document for cross-city transfers and work towards Trust-wide rollout.

Verbatim wording from the response

“For cross-city transfers we must ensure a robust handover of care between nursing staff in the ED and on the receiving ward. This may take the form of a telephone conversation but this should always be accompanied by a written handover document. Currently in the Emergency Department this takes the form of a written document that is then scanned into the electronic patient record (PPM+). The Trust is currently trialling a stand-alone electronic transfer document and it is anticipated that this will be rolled out to all areas of the Trust in due course.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Establish a five-year General Practice Development Programme supporting practice capacity and capabilities.

Verbatim wording from the response

“The 2016 General Practice Forward View strategy² provided support for practices to build the capacity and capabilities required to meet patients’ needs. As part of the GP Forward View, the five-year General Practice Development Programme was established. It included total funds of £45 million for allocation by Clinical Commissioning Groups to general practices for training of reception and clerical staff to undertake active signposting and document management. The active signposting training included an expectation for receptionists to be skilled and confident in sensitively ascertaining the nature of the patient’s need and exploring with them safe and appropriate options, including sources of advice and support outside the practice as well as within.”

Source location

Response from Department of Health and Social Care
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Annual refresher training for reception and non-clinical staff is considered sufficiently frequent and appropriate to maintain vigilance.

Verbatim wording from the response

“It is therefore apparent that, during the training, significant emphasis is placed on the relevant red flag symptoms for meningitis and other conditions and that non-clinical staff are required to err on the side of caution if they have any concerns. One Medical Group considers the training is comprehensive and thorough and notes that no concerns have been raised about the content of the training provided.”

Source location

2021-0412-Response-from-OneMedical-Group_Published
Page 4 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Further receptionist probing was unlikely to have identified symptoms requiring an urgent appointment because meningitis symptoms probably were not present then.

Verbatim wording from the response

“friendly" conversation in which Alex did not convey any urgency about the need for an appointment. This is consistent with your finding that, at the point Alex spoke to the GP receptionist, all involved (including Alex) felt he was suffering from flu like symptoms and did not consider it necessary to press the GP for an urgent appointment or to take him elsewhere to be cared for. On the balance of probabilities, therefore, had the receptionist probed to obtain further information she would likely have concluded that Alex did not require an urgent appointment.”

Source location

2021-0412-Response-from-OneMedical-Group_Published
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Immediate antibiotics should not be delayed for lumbar puncture, which is diagnostic and may be unsafe or impracticable in some patients.

Verbatim wording from the response

“1. Lumbar puncture is a diagnostic test rather than a treatment. As in the case of Mr Theodossiadis, antibiotics were administered shortly after he attended the Emergency Department in line with Trust and national guidance. In other words, treatment was commenced as soon as the team were suspicious of a serious pathology such as sepsis or meningitis. Had a lumbar puncture been carried out first and the results awaited, his life-saving treatment would have been delayed.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 3 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Cross-city nurse escorts are sometimes impracticable because they remove experienced staff for over an hour and may compromise care of other patients.

Verbatim wording from the response

“Given the large volumes of patients within both Emergency Departments across the city, it is sometimes not possible or practicable for a nurse to personally escort patients for a cross-city transfer. To do so would deplete the department of an experienced nurse for over an hour, with the potential to compromise care of other patients waiting for treatment. Instead, patients will be handed over to the care of the Yorkshire Ambulance Service who will facilitate safe transfer. For transfers within the same hospital, a now improving staff position means that, wherever possible, the patient will be accompanied to the new ward or clinical area by a member of the ED staff so that a direct handover can be facilitated.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Yorkshire Ambulance Service facilitates safe transfer for cross-city patients instead of a Trust nurse escort.

Verbatim wording from the response

“Given the large volumes of patients within both Emergency Departments across the city, it is sometimes not possible or practicable for a nurse to personally escort patients for a cross-city transfer. To do so would deplete the department of an experienced nurse for over an hour, with the potential to compromise care of other patients waiting for treatment. Instead, patients will be handed over to the care of the Yorkshire Ambulance Service who will facilitate safe transfer. For transfers within the same hospital, a now improving staff position means that, wherever possible, the patient will be accompanied to the new ward or clinical area by a member of the ED staff so that a direct handover can be facilitated.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Clinician-led initial consultation and triage provide a higher level of clinical safety, so receptionist questioning is not needed.

Verbatim wording from the response

“The system has moved from requests to receptionists to clinicians as initial point of consultation and triage. This is not the same as the suggested option of receptionists asking for information but should provide a higher level of clinical safety and service. There is no formal requirement for practices to consult in this way and they could still offer open face to face appointments, but most do not. The telephone clinician appointments are usually more rapidly available. This is in line with your request for more information to be gathered from patients when booking appointments.”

Source location

2021-0412-Response-from-Royal-College-of-GPs_Published
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

The Care Quality Commission is responsible for assessing whether practice staff have suitable qualifications, skills, knowledge, experience and training.

Verbatim wording from the response

“Under general practice contract arrangements, it is ultimately the responsibility of practices/contract holders to determine what training staff need and ensure that their staff are appropriately trained to a level that keeps staff safe and meets the needs of patients using the service. The British Medical Association has guidance to help general practitioners and practice managers make informed decisions about what mandatory and statutory training general practice staff should do. The regulator, the Care Quality Commission, is the appropriate body that considers whether practice staff have the right qualifications, skills and knowledge and experience to do their job, how the practice identifies the learning needs of staff, and whether they have adequate training to meet the learning needs.”

Source location

Response from Department of Health and Social Care
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

General practices and contract holders are responsible for determining staff training needs and ensuring staff are appropriately trained.

Verbatim wording from the response

“Under general practice contract arrangements, it is ultimately the responsibility of practices/contract holders to determine what training staff need and ensure that their staff are appropriately trained to a level that keeps staff safe and meets the needs of patients using the service. The British Medical Association has guidance to help general practitioners and practice managers make informed decisions about what mandatory and statutory training general practice staff should do. The regulator, the Care Quality Commission, is the appropriate body that considers whether practice staff have the right qualifications, skills and knowledge and experience to do their job, how the practice identifies the learning needs of staff, and whether they have adequate training to meet the learning needs.”

Source location

Response from Department of Health and Social Care
Page 2 · response
Published 10 December 2021

Open published response

Other statements in published responses

These actions and other statements could not be clearly connected to one concern in this report.

Recipient-stated actions An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.10

  1. 1

    Employ additional receptionists to increase capacity for pandemic-related demand and retain them in post-pandemic roles.

    Stated by OneMedical GroupStated completedThe respondent said that this action was complete when they made their response on 10 December 2021.
  2. 2

    Report falls through Datix, conduct root-cause analysis for each incident, and report falls metrics to the Executive Team for assurance.

    Stated by Leeds Teaching Hospitals NHS TrustStated completedThe respondent said that this action was complete when they made their response on 10 December 2021.
  3. 3

    Provide yellow socks for patients at risk of falls as a visual staff cue.

    Stated by Leeds Teaching Hospitals NHS TrustStated completedThe respondent said that this action was complete when they made their response on 10 December 2021.
  4. 4

    Request additional Clinical Support Worker bank shifts to meet vulnerable patients’ enhanced-care needs.

    Stated by Leeds Teaching Hospitals NHS TrustStated completedThe respondent said that this action was complete when they made their response on 10 December 2021.
  5. 5

    Accompany patients transferred within the hospital by Emergency Department staff wherever possible to facilitate direct handover.

    Stated by Leeds Teaching Hospitals NHS TrustStated plannedThe respondent said that this action was planned when they made their response on 10 December 2021.
  6. 6

    Publish a plan to improve patient access and support general practice through capacity, variation, good-practice and communication measures.

    Stated by Department of Health and Social CareStated completedThe respondent said that this action was complete when they made their response on 10 December 2021.
  7. 7

    Make £520 million available to improve access and expand general-practice capacity during the pandemic.

    Stated by Department of Health and Social CareStated completedThe respondent said that this action was complete when they made their response on 10 December 2021.
  8. 8

    Continue monitoring and assessing how best to support general practice and patient care.

    Stated by Department of Health and Social CareStated in progressThe respondent said that this action was in progress when they made their response on 10 December 2021.
  9. 9

    Commit £1.5 billion to expand general-practice capacity by increasing and diversifying the workforce.

    Stated by Department of Health and Social CareStated plannedThe respondent said that this action was planned when they made their response on 10 December 2021.
  10. 10

    Put arrangements in place enabling all general practices to use Microsoft Teams telephone functionality for outbound calls.

    Stated by Department of Health and Social CareStated completedThe respondent said that this action was complete when they made their response on 10 December 2021.

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Employ additional receptionists to increase capacity for pandemic-related demand and retain them in post-pandemic roles.

Verbatim wording from the response

“One Medical Group takes its learning obligations extremely seriously and you heard evidence from ████████ that, since Alex's death, refresher red flag training has been undertaken with all GP receptionists and non-clinical staff. In addition, an audit of telephone calls to the GP Practice was undertaken from September – November 2021. This audit found that all calls were handled in a friendly and professional manner, and reception staff asked appropriate questions to ascertain the urgency of the appointment i.e. appropriate probing occurred. You also heard evidence from ████████ that in mid-2020 more receptionists were employed by the GP practice in order to cope with pandemic-related additional demand and the intention is for these employees to remain in their role post-pandemic.”

Source location

2021-0412-Response-from-OneMedical-Group_Published
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Report falls through Datix, conduct root-cause analysis for each incident, and report falls metrics to the Executive Team for assurance.

Verbatim wording from the response

“In the event that a fall incident does occur, all falls are reported on the Trust’s incident reporting system Datix and a root cause analysis (RCA) is carried out for each case to identify learning points. The Head of Nursing for the Emergency Department reports directly”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 4 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Provide yellow socks for patients at risk of falls as a visual staff cue.

Verbatim wording from the response

“We have improved our education and understanding of patient risk across the department regarding falls and the importance of rapid and correct assessment of patients on arrival, and the on-going assessment during their stay in ED. The risk of patient falls is continuously highlighted within the Emergency Department. Staff have regular safety huddles where vulnerable patients are discussed. In addition, dedicated ‘falls awareness’ boards have been placed throughout the departments to raise staff awareness and promote best practice. Practical initiatives that have been implemented include the provision of yellow socks for patients at risk of falls to provide a clear visual cue for staff. In addition, we now request additional Clinical Support Worker bank shifts to meet enhanced care needs of our vulnerable patients.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 4 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Request additional Clinical Support Worker bank shifts to meet vulnerable patients’ enhanced-care needs.

Verbatim wording from the response

“We have improved our education and understanding of patient risk across the department regarding falls and the importance of rapid and correct assessment of patients on arrival, and the on-going assessment during their stay in ED. The risk of patient falls is continuously highlighted within the Emergency Department. Staff have regular safety huddles where vulnerable patients are discussed. In addition, dedicated ‘falls awareness’ boards have been placed throughout the departments to raise staff awareness and promote best practice. Practical initiatives that have been implemented include the provision of yellow socks for patients at risk of falls to provide a clear visual cue for staff. In addition, we now request additional Clinical Support Worker bank shifts to meet enhanced care needs of our vulnerable patients.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 4 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Accompany patients transferred within the hospital by Emergency Department staff wherever possible to facilitate direct handover.

Verbatim wording from the response

“Given the large volumes of patients within both Emergency Departments across the city, it is sometimes not possible or practicable for a nurse to personally escort patients for a cross-city transfer. To do so would deplete the department of an experienced nurse for over an hour, with the potential to compromise care of other patients waiting for treatment. Instead, patients will be handed over to the care of the Yorkshire Ambulance Service who will facilitate safe transfer. For transfers within the same hospital, a now improving staff position means that, wherever possible, the patient will be accompanied to the new ward or clinical area by a member of the ED staff so that a direct handover can be facilitated.”

Source location

2021-0412-Response-from-St-Jamess-University-Hospital_Published
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Publish a plan to improve patient access and support general practice through capacity, variation, good-practice and communication measures.

Verbatim wording from the response

“General practice is the cornerstone of our NHS and the Government is committed to helping staff deliver for patients. We knew before the pandemic that general practices were under pressure and that patients were finding it difficult to access services. That is why, in 2020, we announced a £1.5 billion funding to create an additional 50 million general practice appointments by 2024, by increasing and diversifying the workforce. In recognition of how challenging the past two years have been for general practices we made an additional £520 million available to improve access and expand general practice capacity during the pandemic, and in October 2021 we published our plan¹ for improving access for patients and supporting general practice. The plan included actions to increase and optimise capacity, address variation and encourage good practice and improve communication with the public.”

Source location

Response from Department of Health and Social Care
Page 1 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Make £520 million available to improve access and expand general-practice capacity during the pandemic.

Verbatim wording from the response

“General practice is the cornerstone of our NHS and the Government is committed to helping staff deliver for patients. We knew before the pandemic that general practices were under pressure and that patients were finding it difficult to access services. That is why, in 2020, we announced a £1.5 billion funding to create an additional 50 million general practice appointments by 2024, by increasing and diversifying the workforce. In recognition of how challenging the past two years have been for general practices we made an additional £520 million available to improve access and expand general practice capacity during the pandemic, and in October 2021 we published our plan¹ for improving access for patients and supporting general practice. The plan included actions to increase and optimise capacity, address variation and encourage good practice and improve communication with the public.”

Source location

Response from Department of Health and Social Care
Page 1 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Continue monitoring and assessing how best to support general practice and patient care.

Verbatim wording from the response

“As we emerge from the pandemic response, it is vital that Government continues to monitor and assess how best to support general practice as we have done throughout the pandemic to provide the best possible care for patients.”

Source location

Response from Department of Health and Social Care
Page 2 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Commit £1.5 billion to expand general-practice capacity by increasing and diversifying the workforce.

Verbatim wording from the response

“General practice is the cornerstone of our NHS and the Government is committed to helping staff deliver for patients. We knew before the pandemic that general practices were under pressure and that patients were finding it difficult to access services. That is why, in 2020, we announced a £1.5 billion funding to create an additional 50 million general practice appointments by 2024, by increasing and diversifying the workforce. In recognition of how challenging the past two years have been for general practices we made an additional £520 million available to improve access and expand general practice capacity during the pandemic, and in October 2021 we published our plan¹ for improving access for patients and supporting general practice. The plan included actions to increase and optimise capacity, address variation and encourage good practice and improve communication with the public.”

Source location

Response from Department of Health and Social Care
Page 1 · response
Published 10 December 2021

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Put arrangements in place enabling all general practices to use Microsoft Teams telephone functionality for outbound calls.

Verbatim wording from the response

“One key aspect included in the plan was putting in place arrangements that enabled all general practices to use Microsoft Teams telephone functionality for outbound calls, freeing up lines for incoming calls. The longer-term aim is to drive the adoption of cloud-based telephony across all practices which will bring benefits that support practices to improve call handling and support patients to get more timely access to appointments.”

Source location

Response from Department of Health and Social Care
Page 1 · response
Published 10 December 2021

Open published response
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Information checked against the published report and official responses · Data reviewed 7 Sep 2026 · About data quality and limitations

Official responses located
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Data last updated 7 September 2026