Practice Access Improvement Tools
and the introduction of National
Practice Access Improvement and
Innovation Network
Susan Bishop and Jennifer Wilson
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How to Access the Material
The full web address is
http://www.psd.scot.nhs.uk/professionals/medical/qofguidance.html
Benefits to Practice
• Fewer interruptions, fewer queries
and better use of resources
• Less stressful environment for staff
• Information to help you create the
right solutions to the right problems
• Increased team knowledge, skills
and working
• More patients being seen by the
right person in the right place at
the right time
• Improved job satisfaction
Benefits to Patients
•
•
•
Improved patient experience and
outcomes
Improved patient access
Agreed common principles for
appointments – providing a
better, less variable process for
patients.
Options for 2015/2016
• Option A : Involves doing exactly the same as last year and
completing Practice Access Action Report
• Option B : Provides Practices and Practice/Business
Managers who want to build on their analysis skills with the
opportunity to use tried and tested analysis tools
• Option C : This is an exciting opportunity for Practices who
feel that they have a good understanding of measurement for
improvement and the capability to undertake two cycles of
significant change to improve access. Practices choosing this
option should be in a good position to share learning, having
collected, used and presented data.
The Options
•
•
•
•
•Review patient flow diagram to identify new constraints/bottlenecks. (Option A and B)
•Record queries coming into the practice. (Option A and B)
•Use the data collection form provided to record whether or not people have been seen at the right
time, by the right person (Option A and B)
•Use the data collection forms provided to record appointments (Option A and B)
1
Know your patients and practice
1
Know your patients and practice
1
Know your patients and
practice
2
Know how well you are
doing
3
Know what improvements
to prioritise
•Use the Queries Tool to analyse queries (Option A and B)
•Use the Capacity Tool to analyse resources available for cinical assessment and care (Option A and B)
•Analyse appointment demand, activity and capacity using the Planning and Scheduling tool (Option B)
•Analyse the right time, right person data using the Right Time/ Right Person tool (Option B)
•Agree priorities, key actions and timelines (Options A, B C)
•Prepare, use and share Practice Access Action Report (Options A and B)
•Implement two PDSA access cycles of change by Jan 16 (Option C)
•Complete Access Story Board and share with virtual access network (Option C)
•Attend regional face-to-face network session (Option C)
Option B
•
•
•
•
•
•
•
•
•
Plan the work, communicate with the team and set date to start
Review high level patient flow map
Record incoming queries from all routes
Collect available appointments
Record appointment requests from all routes and lost / extra
appointments
Record appropriateness of consultations
Review / analyse the data using the additional analysis tools
provided
Discuss the analyses and any additional information
Complete Practice Action Report form
Option C
• Plan and undertake two cycles of change by January
2016
• Use access and improvement tools and
measurement for improvement to prove that
change has been successful
• Complete the Story Boards, including
measurements, and share with peers via Practice
Access Improvement Network
• Attend one regional event to share learning
Purpose of the Planning and Scheduling Tool
The planning and scheduling tool has been
developed to help you collect and display the data.
It includes:
• A section to help you enter your data so it is
collated and stored in one place.
• Automatically generated charts to help you
display your data
What is meant by Planning and Scheduling?
Planning:
• Focused on long term plans which are often
quite predictable
Scheduling:
• Concerned with how appointments are
allocated and is therefore looking at daily or
weekly periods
Key Terms
• Demand - what we should be doing
• Capacity – what we could be doing
• Activity -
what we are actually doing
• Backlog – what we should have done
Key terms
Same day and pre-bookable
appointments
Option B
The Planning and Scheduling
Tool
Displaying your demand and Capacity data
What your demand and capacity analysis will show you:
Purpose of the Right time/right person tool
• The Right time / Right person tool has been
specifically developed to interpret and display
data in a more visual and engaging way.
• Gathering more detailed data on your
consultations can help identify specific areas for
improvement.
Reason for appointments and inappropriate
consultations
Understand the type of appointments you
currently manage including:
• The type of problem the patient presented with
• Whether the consultation was a new problem or
a follow-up
• Whether the patient or clinician initiated the
appointment
Reason for appointments and inappropriate
consultations
Understand whether the patient could have been
managed in another way, for example:
• By another healthcare professional
• Over the telephone
Option B
The Right Time/ Right Person
Tool
Purpose of the capacity tool
The capacity management tool helps you to
understand the person resource you have for the
practice.
It can help inform the following questions:
• How much do we need?
• How it is spread across the year?
• What options do we want to consider?
Option A and B
The Capacity tool
Recap
•
•
•
•
•
•
•
•
•
Plan the work, communicate with the team and set date to start
Review high level patient flow map
Record incoming queries from all routes
Collect available appointments
Record appointment requests from all routes and lost / extra
appointments
Record appropriateness of consultations
Review / analyse the data using the additional analysis tools
provided
Discuss the analyses and any additional information
Complete Practice Action Report form
Question Time