1. Practice Access Improvement Tools and the introduction of National Practice Access Improvement and Innovation Network Susan Bishop and Jennifer Wilson

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7. How to Access the Material The full web address is http://www.psd.scot.nhs.uk/professionals/medical/qof- guidance.html

8. 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 Practice

9. Improved patient experience and outcomes Improved patient access Agreed common principles for appointments – providing a better, less variable process for patients. Benefits to Patients

10. 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.

11. The Options 1 Know your patients and practice 1 Know your patients and practice 1 Know your patients and practice 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) 2 Know how well you are doing 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) 3 Know what improvements to prioritise 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)

12. 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

13. 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

14. 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

15. 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

16. 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

17. Key terms Same day and pre-bookable appointments

18. Option B The Planning and Scheduling Tool

19. Displaying your demand and Capacity data What your demand and capacity analysis will show you:

20. 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.

21. 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

22. 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

23. Option B The Right Time/ Right Person Tool

24. 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?

25. Option A and B The Capacity tool

26. 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

27. Question Time