Knowing How We Are Doing

Transcription

1 Knowing How We Are Doing Module

2 Knowing How We Are Doing Aims: ensure you understand what the module is, why it is important and what benefits it will deliver provide practical guidance on what each team member and the practice needs to do to complete the module

3 How the module links with the house

4 Benefits of the module In the same way clinicians know that before starting treatment it is vital to make an assessment, this Module uses the same principle for your practice.

5 Benefits of the module Prepare for other modules Identify how productive your processes are Identify opportunities for improvement Supports these discussions with facts Allows monitoring of progress

6 What the module does not cover Not for external audit or performance management. No blame Does not recommend specific actions to make improvements other modules within the programme will provide the relevant support for you to make improvements.

7 How will we know how we are doing? Data collection: Who are our patients? What do our patients say about us? How do staff feel about the practice? What is the demand on our service? How productive are we? What are our patient safety opportunities? How are we managing our running costs and how green are we?

8 How will we know how we are doing? Four key dimensions of quality Patient experience Patient safety Staff experience Productivity

9 How will we know how we are doing? Safe quest climate Safe quest climate survey survery

10 How will we know how we are doing? Analysis tool: Excel spreadsheet Guidance Data collection forms Data entry Analysis section with graphs

11 Data Collection Process Who is involved? Module Lead/ Practice Manager Booking/Reception Staff Clinical Staff Information System Lead

12 Practice Overview Information

13 Data external to practice Crime and employment: Scottish Neighbourhood Statistics Deprivation: Practice/Practices-and-Their-Populations/

14 Data external to practice Scottish Public Health Observatory for CHP level data

15 Patient Complaints

16 Staff sickness / absence rates

17 Staff Experience Survey Measures their perceived involvement in six domains: Decision making Decision making Team working Handling conflict Internal communication Work/life balance Change and innovation

18 Staff Experience Survey

19 Safe Quest Climate Survey Measure of attitude to patient safety Safety Improvement in Primary Care Applying new tools Safe Quest in QOF

20 Running costs

21 Booking / Reception Staff What do our patients say about us? Patient experience survey What is the demand on our service? Appointment demand front desk & telephone and internet How productive are we? Available appointments Lost appointments (eg DNA, cancellations)

22 Patient Experience Survey Surgery based, one week Accessing the appointment Arriving and checking in Information Waiting The consultation

23 Patient Experience Survey

24 Appointment demand (front desk / telephone)

25 Internet appointments

26 Available appointments

27 Lost & Extra appointments

28 Clinical Staff What is the demand on our service? Direct booking by clinician How productive are we? Inappropriate appointments

29 Direct booking demand and appropriateness of appointments How many patients seen in the week How many had further appointments booked by a clinician after the consultation How many did not need to be seen or could have been dealt with on phone How many could have seen by another professional or group member

30 Direct booking demand and appropriateness of appointments

31 Sustainability advice Carbon Trust ault.aspx Energy Savings Trust Scotland Welcome-page/At-Home Zero Waste Scotland

32 Sustainability advice

33 Timescales 4 weeks to collect all data Which week to do the appointment data collection? When to brief staff in advance of this week? When to analyse/display the data?