Corresponde rrespondence nce Management nagement Releasing time in practice: Learning from success Dr Fawad Azam GP Partner Stainland Rd Medical Centre Director PGPA
Introduction to Pennine GP Alliance GP Provider organisation covering all 25 practices in Calderdale • Serving 220,000 patients • Formed 2014 • Our Vision To ensure that viable GP services remain at the heart of local communities, providing sustainable and high quality patient-focused healthcare Our Role To act as the strategic lead on behalf of our members • Delivery of high quality services and training • Improve retention and recruitment •
Why are we here? • Increasing paperwork • Retirement • Recruitment ANP • Timely response
My Journey- Stainland Road First started September 2016 after developing protocol (before GPFV) • Whole team involved in implementation • Aim to reduce correspondence to GPs • Maintain safe process using key principles START • Went ‘Live’ after 6 weeks • Results instantaneous • Headline -10% letters for GP Action! •
Key Principles START S afely • T imely • A ppropriately • Responsibly • T ransparently •
Understanding letters
Need to know basis • GP action if anything needs doing • GP for info – need to know but no action • Admin action – Process that doesn’t need GP input • Summarising – Needs Coding • File if none of above
office manager, 3, 1% Clinician action, 52, 10% Clinician action data summ, 106, 20% clinictan info high risk, 0, 0% pharmacist file clinictan info, 138, 27% high risk data summ office manager file, 199, 38% pharmacist, 20, 4%
Benefits of Implementing Correspondence Management Training Reduced workload Free up clinician time Reduced duplication Use of established and piloted safe processes Explore existing Explore new ways of Improve patient practice protocols working journey
Lessons learnt Believe and trust in the process • Fine tune throughout the year • Clinicians aren’t always the ‘safest’ or only option • Safest option should be based on a robust process regardless of staff member • role
Productive Workflows • Funded through GPFV – 10 high impact actions • Built upon success of local practice • Delivered to 22 practices • 4 training sessions • Drop in clinics following training
Your Practice How will this fit with my practice? • “We don’t do it like that in our practice” • Names/ roles may differ • Workforce / Skills may differ • Work with the principles of the protocol • Adapt to your workforce/ roles/names • Be open to new way of working • Own the Protocol •
Putting into practice Ensure all staff fully informed • All staff onboard • Aware of individual role/ responsibility • Assign Clinical Lead • Adapt for own practice •
Latest Results
Practice ctices % GP receiving iving letter ter after er Stainland 10 Boulevard 8 Rosegarth 16 Keighley Road 4 Brig Royd 4 Southowram 21 Station Rd 5 Spring Hall 18 Todmorden 31 King Cross 16 Rastrick 21
What Next? • Correspondence vastly reduced • Can concentrate on the correspondence we receive • Trained staff • Can we go one step further • Above & beyond
Can we Safer protocols Reduce medication Spot things early Reduce duplication errors Reduce admin workload
Advanced Correspondence Management Weight loss protocol • Spot things early Drug monitoring • Safer protocols • Reduce medication errors Third Party entries • Reduce duplication • Reduce admin workload
Advanced Correspondence Management • Training delivered March 2019 • Using tools from Systm1 and Emis • Explored barriers • Case studies from other practices
Summary • Developed correspondence management locally • Funded part of 10 high impact actions • Hugely successful implementation • Some practices embraced it • Training Advanced correspondence management for the next level
PGPA Training • Training available through Pennine GP Alliance • Tailored to your local needs • Delivered for clinicians by clinicians • Contact PGPA
Co Contac act hello lo@pe @penni nnineg negpa. pa.co.uk co.uk
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