1. Assessing the impact of a change management procedure on homecare medicines patients Michael Butterfield Specialist Technician for Homecare Medicines Jane Kelly Procurement Project Pharmacist

2. Background What is ‘Homecare’? 5000+ patients 30+ therapy areas 32 million spend (¼ of overall medicine spend) Services often covered by local or regional contract

3. Aim of project Develop and implement a Standard Operating Procedure to ‘manage’ the change Evaluate the effectiveness of SOP Ultimate objective: Change should be seamless and virtually invisible to the patient

5. HELP!!!

7. Objectives Stage 1: Review current practice Stage 2: Write the SOP Stage 3: Evaluate the SOP

8. Stage 1: Review current practice Completed in 2008 45 patients ‘Low Tech’ medicine Regular quarterly deliveries Observed ‘learning points’

9. Stage 2: Write the SOP Mapped out the process observed Tasks grouped by: Clinical team Homecare providers (incumbent and new) Pharmacy 2 sections –Detailed description of each activity –Summary and checklist of tasks by task group

10. SOP ensures that: Project manager assigned Transfer of patients data Informed patients Seamless delivery schedule Transfer of hardware New service specification Clear agreed start date

11. Stage 3: Evaluate the SOP Spring 2009 700+ patients ‘High Tech’ medicine Regular quarterly deliveries Patient survey conducted

12. Stage 3: Evaluate the SOP Surveyed 514 patients Questions on service and changeover No previous evaluation work

13. The Survey Clinical waste collection Quality of product (packaging, labelling, ease of use etc) Quality of ancillary items Driver assistance Delivery times Patient care coordinator 4 Good 2 Poor 1 Very Poor How do you rate (new supplier) on the following areas of service? 3 Av’ge 5 Excel’

14. The Survey Clinical waste collection Quality of product (packaging, labelling, ease of use etc) Quality of ancillary items Driver assistance Delivery times Patient care coordinator 5 Much Better 4 Better 2 Worse 1 Much Worse Is the service you receive from [new supplier] better or worse than [old supplier]? 3 Same

15. The Survey How do you think the changeover to the new provider was managed? –Very Well –Well –Could have been better –Poor Comments……. –Free text section

16. The Responses….. 286 out of 514 returned (57%) Shared with new provider and clinical teams Patient feedback document

17. The Results?.....

21. Comments Resistance to change ‘Why are we changing?’

22. Summary of results High level of satisfaction with changeover 96% of patients experienced seamless service

23. Limitations Scope of survey No ‘before’ data to compare

24. Progress…… Shared with Yorkshire and Humber consortia Included in tender specifications Shared with National Homecare Medicines Committee Available on Commercial Medicines Unit (CMU) Website

27. Questions?