The Lancashire Vaccination Centre is a purpose built, covid safe, scalable vaccination centre in a convenient location providing a professional vaccination service led by qualified pharmacists.
The singular challenges presented by the 2020 flu vaccination season brought with them inspiration to innovate and take the pharmacy NHS flu vaccination service offsite. Planning and preparation began speculatively before off site permission was confirmed in the service specification however to launch at the beginning of the flu season a measured risk was necessary.
Built within a single day and configurable to a range of settings, our vaccination centre uses rapid build technology coupled with zero touch process development to maximise infection control. Any number of consultation rooms is possible with each vaccinating up to 200 patients per day between 8am and 8pm.
Our patient journey is carefully considered to ensure the highest levels of patient experience, driving safety, confidence and satisfaction. Our standard operating procedures are dovetailed with the planned patient experience to ensure we achieve both efficiency and experience. Not one or the other, but both.
The Lancashire Vaccination Centre sought to collaborate with other providers prior to the commencement of the service however the desire was not reciprocated. Without the benefit of a patient list that was easy to reach, an integrated marketing communications plan was developed using a range of media channels to reach the varying eligible groups. A bespoke brand identity was developed and applied consistently across all touchpoints.
Over a period of 14 consecutive days in the early part of the flu season the clinician team at the Lancashire Vaccination Centre vaccinated over 3,000 patients onsite with a further 1,500 at our community pharmacy site. Patterns of activity varied by day with patients self-selecting the earliest appointments during the two week period. Patient travelled from across Lancashire to visit the centre.
~45% of patients were in the ‘Aged 65 years and over (including those becoming age 65 years by 31st March 2021) group.
The remaining ~55% of patients were from the various 18 to 64 year old groups suggesting that this model particularly appeals to those groups.
Patient feedback has been overwhelmingly positive. We have had in excess of 800 patients provide feedback and have an NPS score of 95. Over 97% of patients scored their experience a 9 or 10 out of 10. Here are some patient testimonials:
‘I am a wheelchair user and found the staff most helpful in guiding me through the procedure.’ Aged 65 years and over (including those becoming age 65 years by 31st March 2021) – Attended 05.10.20
‘I felt perfectly safe entering the centre. It was very well organised and the staff were friendly, helpful and professional.’ Aged 18 to 64 with chronic neurological disease or learning disability – Attended 30.09.20
‘The whole thing went just as I wanted it, arrived at 7.56 out of the door by 8.05 at the latest. Perfect.’ Aged 18 to 64 with chronic heart disease – Attended 06.10.20
‘Excellent… Well organised, felt safe and Covid secure. Good location. Attended because I work in Preston otherwise unlikely to have visited the centre. Would be good if the service could be offered in different locations across Lancashire in future. Thank you.’ Aged 18 to 64 and a household contact of an individual on the shielded patient list – Attended 06.10.20
For more information get in touch with Michael Ball, Service Lead on 07912 180 160 or Gavin Birchall, Development Lead on 07949 641 160.