1.1 Workflow optimisation - Jonathan Serjeant
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- Here We Are is a not-for-profit social enterprise that delivers NHS services including musculoskeletal services and wellbeing programs. It partners with primary care practices. - Workflow optimization is a new approach where administrators process up to 80% of clinical correspondence to enhance data quality and free up clinician time. Here We Are has trained over 300 practices in this approach. - Benefits include accurate medical records, optimized patient journeys, clinician time savings up to 40 minutes per day, and more resilient healthcare systems through collaborative communities of practice.
1.1 Workflow optimisation - Jonathan Serjeant
- 3. hereweare.org.uk About Here Not-for-profit social enterprise Membership organisation (our members are local GPs, Practice Managers, Practice Nurses and our own staff) Annual turnover of £50 million Partnered with a local practice, Benfield Valley Healthcare Hub Delivering NHS Services – MSK, MAS, Wellbeing, Community Eye Projects supporting primary care – Extended hours, Primary care integration at scale, use of pharmacists, Communities of Practice & Workflow Optimisation
- 4. hereweare.org.uk Care unbound. To create more possibilities for care in every moment.
- 7. hereweare.org.uk Summary • Workflow Optimisation is a new approach to the way administration is processed within General Practice • Up to 80% of all clinical correspondence can be processed by a Workflow Administrator • Data quality is enhanced in the medical record • Robust governance structures supported by the medical defence organisations • We have now trained in excess of 300 practices and have further training planned across the UK • Catalyst for a wider conversation about collaboration between practices
- 8. hereweare.org.uk Our Journey - Workflow Optimisation EPiC Prime Ministers Challenge Fund Pilot • Started with 1 GP working side by side with 1 administrator • Grew to 11 other local practices Access Fund • Data consistent and verified by external review • NHS England commissioned further 40 practices trained GP Forward View – 10 high impact areas • Part of the £45 million national rollout across primary care • Utilised to support STP and CCG plans to release clinical capacity and build collaborative communities of practice • Over 300 practices trained • Featured in range of national reports including NHS Alliance paper and GP Forward review in England
- 9. hereweare.org.uk Benefit for the people we serve I am supported to make decisions about my care in a timely way with a person who knows all the accurate information about me
- 10. hereweare.org.uk Benefit for the practice • Accurate and consistent information entered on medical records • Stewardship of the patient journey (including DNA checks, blood test booked there and then, follow up appointment resolved) • Clinician time saving Epic pilot - up to 40 mins per day per full time GP Access Fund - 63 practices 30 mins per day per full time GP • Up skilling of practice team • Increased resilience within practice and between practices • Ability to review other back office functions and share learning • Long term relationship ensures implementation is successful and desired impact is seen • Access to regular data to support continual improvement
- 11. hereweare.org.uk Initial Structure – Gaining Maximum Early Benefit . 0 10 20 30 40 50 60 70 80 90 100 Nov-15 Dec-15 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 %ofdocumentsfiledandcompleted Month Implementation Workflow Optimisation - % Documents Filed and Completed Completed by Workflower Completed by GP
- 13. hereweare.org.uk Community Level Benefits • Change management programme successfully implemented and maintained • Greater impact for risk stratification and risk modeling • Consistent data entry and easier audit potential across the geographical footprint • Local practice resilience increased • Network of administrators • Catalyst for a wider conversation about collaboration between practices • A method of learning where 1 administrator and 1 GP can work together to transform practice
- 14. hereweare.org.uk Our current offer • Workflow Optimisation training - 4 days for administrators and ½ day for GP Champions • A year of implementation support • Workflow Optimisation as an opportunity to bring practices together to work in a collaborative way • Establish a community around workflow teams • Looking to work with practices with the appetite to learn together and explore a new way of working • Supporting collaboration across teams, organisations and buildings
- 16. hereweare.org.uk Clinical Governance • GP Champion • Medication Protocol • Audit and Feedback Process • Significant event collection • Medico-legal assurance • Collective improvement structure with community of administrators
- 17. hereweare.org.uk • Fundamental requirement • Helps form Workflow Optimisation practice protocol • 1:1 support for administrator • Voice of the practice GPs - collates feedback from clinicians • Supports audit and feedback on weekly basis • Schedule requirements - 1 hour per week for first three months • Systm1 and EMIS Dashboard and audit process GP Champion Role
- 18. hereweare.org.uk How will we work together?
- 19. hereweare.org.uk Change programmeDesign Working with local teams to understand priorities and design best roll out plan Train Using design phase understanding to tailor a specific training programme to the skills of the teams in practice Embed Follow up and ongoing support tailored to the trainee to support embedding of methodology in practice Supporting the continual improvement of the method using clinical systems expertise and analytical consulting Learn Collation and analysis of data generated in practice to drive transformation Identification of areas to develop new communities of learners and cascade further learning Improve Acting upon the analysis developed to build resilient and supported communities of learners and practices This phase can support areas to move towards practices working at scale together and support each other towards larger systems goals
- 20. hereweare.org.uk Support offered • Signed Contract (preparation required, expectations, and benefits) • Pre training support (remote and in person) to scope implementation method and support required • Face-to-face training – 2 days implementation support in person including a 2 hour GP champion training • Manuals • CPD accreditation • Remote GP Champion support • Resource Centre and Online Forum • Support administrators to build communities of practice around Workflow Optimisation to share and embed learning • Long term personalised support to communities to develop learning environment
- 21. hereweare.org.uk I have never been involved in a change programme that has led to such a dramatic improvement in service so quickly. In one week the surgery was transformed Dr Naseer Khan – Chief of Clinical Leadership and Engagement Brighton and Hove CCG
- 22. Fourth Floor, 177 Preston Rd, Brighton, BN1 6AG +44 (0)1273 560 243 info@hereweare.org.uk hereweare.org.uk