Workflow Redirection Releasing Capacity in General Practice

The Purpose Practice administration staff are trained and supported to: Read, code and action incoming clinical correspondence according to standard protocols. Up to 80% of the patient correspondence can be completed without input from the GP. The outcome is that patients next steps are facilitated in a timely way and the clinical notes are more accurate when they are needed. Workflow Redirection is… To help people to move onto the next step in their health care journey safely and efficiently and help them have the right information when they need it. Requirements & Savings  Requires on average 3.5 hrs additional admin hours per day (per 5,000 listed patients).  Saves an average of 45 mins per GP per day.  Supported by GP champion and appropriate clinical governance. © Brighton and Hove Integrated Care Service Limited (Company Number ). Registered in England and Wales. Registered offices at Fourth Floor, 177 Preston Road, Brighton, BN1 6AG

Outcomes © Brighton and Hove Integrated Care Service Limited (Company Number ). Registered in England and Wales. Registered offices at Fourth Floor, 177 Preston Road, Brighton, BN1 6AG Improved accuracy of clinical record Supports new ways of working eg Pharmacist Robust and sustainable admin processes Builds resilience in practice team Develops skills base in practice team Focus on patient safety Improved patient journey

% Clinical Correspondence Completed © Brighton and Hove Integrated Care Service Limited (Company Number ). Registered in England and Wales. Registered offices at Fourth Floor, 177 Preston Road, Brighton, BN1 6AG Data shows Ave. % clinical correspondence completed by a trained WR practitioner. Completed by WR Practitioner Completed by Practice Team Total % total

Training Stages © Brighton and Hove Integrated Care Service Limited (Company Number ). Registered in England and Wales. Registered offices at Fourth Floor, 177 Preston Road, Brighton, BN1 6AG 1-Day Follow-Up Training Implement in Practice 1-Day In-Practice Training 5-Day Classroom Training Meet & Greet Step 1Step 2Step 3Step 4Step 5

Building Capability in Practice © Brighton and Hove Integrated Care Service Limited (Company Number ). Registered in England and Wales. Registered offices at Fourth Floor, 177 Preston Road, Brighton, BN1 6AG % of Clinical Correspondence Completed by a Newly Trained Workflow Practitioner <20%35%50%65+%80% +

Training Satisfaction © Brighton and Hove Integrated Care Service Limited (Company Number ). Registered in England and Wales. Registered offices at Fourth Floor, 177 Preston Road, Brighton, BN1 6AG Graph shows trainee feedback from 5-day classroom-based training courses held in Jan & Feb 2016

Quotes “Overall the [workflow] administrator has reduced workload and vastly improved coding. I’ve noticed a big reduction in letters being sent to me” Dr. Dan Jenkinson “It has reduced the time taken to undertake this task and improved the accuracy of the coding. I no longer have to wade through letters that require no clinical input. The process for reports has made the biggest difference.” Dr. Simon Hincks “The system is still in its relative infancy, but we anticipate huge time savings in the future, which can only help in managing the continually increasing GP workload.” Dr. Paul Forsdick “There has been a very noticeable reduction in the number of letters. The quality of coding of information improved in terms of both consistency and coverage” Dr. Peter Devlin “The trainer was very thorough in her training. The course was well organised. I am going to implement the process of Workflow in my practice.” Sackville Medical Centre, Hove “The support we got was good, I didn't feel stressed at any point. I felt comfortable to ask questions. I am going to be able to teach others back at work the new system with confidence. “ Coachman’s Medical Practice, Crawley “The training staff were helpful and informative. It was a very pleasant atmosphere to work in. I feel confident to action Workflow on my own in my surgery. No improvement necessary. Very happy!” Warmdene Surgery, Brighton “All was very interesting and I will take all that I have learnt back to my practice with a view of teaching others. I think the trainers were very good even though this was a learning time for them, keep up the good work.” Bognor Medical Practice, Bognor Regis © Brighton and Hove Integrated Care Service Limited (Company Number ). Registered in England and Wales. Registered offices at Fourth Floor, 177 Preston Road, Brighton, BN1 6AG