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Agenda Background to Livinghealth Clinic Challenging Staff Situations Overcoming obstacles Driving improvements
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Building an effective Team
Mags O’Callaghan Operations Manager Livinghealth
Clinic19/02/2011
Agenda
• Background to Livinghealth Clinic• Challenging Staff Situations• Overcoming obstacles• Driving improvements
Background to Livinghealth Clinic
• Phase 1– 4 distinct Practices in different areas of the building– GPs continued to work with their individual secretaries
• Phase 2– All practices brought together in one area of the building – Secretaries workload split into different tasks but rotated
• Phase 3– Rotation eliminated, Secretaries assigned permanent roles
Challenging Staff Situations
• Constant Change• Feeling of multiple reporting lines• Different expectations/ priorities from
different stakeholders• Loyalties• High seniority
Overcoming Obstacles
Overcoming Obstacles
COMMUNICATION/ ENGAGEMENT
Communication
• Monthly stakeholder meetings• Define Organisational Structure• Monthly staff meetings• Clarity of reporting line• Define and agree procedures for each role /
task - Protocols
• Listen more than talk
Driving improvements
• Define roles and expectations• Complete retraining where appropriate• Set expectations for performance in each role
with individual staff members• Monitor performance to goals through
objective measureable criteria – reports/OJS• Provide feedback in regular appraisals –
motivational and formative
Elements to MeasureCheck in
Charging patients Are all appropriate charges posted on the system
Cash reconcilliation If payments taken - does cash reconcile 100%
Waiting room stats Are all patients checked in immediately on the system
Secretary aware of reason for longest waiting time - eg emergency
Appropriate allocation of walkins
Monitoring of print outs Are all referral letters made available to GPs as soon as they
print off? Are there ever printouts on the printer during
spot checks
Number of charges incorrectly allocated to accounts From aged debtors report
Patient identification info updated Are there truncated tel numbers on patient files who have visited clinic
OJS FormLivinghealth Clinic On Job Supervision form
Secretary Name
Date of OJS
Y N
Secretary double checks correct chart is attached to file
Secretary double checks which HCP patient is going to see
Secretary requests PPS Number when missing
Secretary requests tel number when missing / truncated
Secretary puts up new patient information
Secretary ensures to put up next of kin info
Secretary checks GMS number for validity and expiry date
Secretary informs patient if card out of date or nearing expiry date
For Walk ins secretary checks availability of requested GPs
Secretary checks for next available apt with requested GP
Secretary checks for availability of non partner GP
Secretary checks for availability of partner GPs
Secretary offers all above alternatives together to patient
Secretary puts patient into waiting room as walk assigning them to a HCP
Conclusion
• Staff engagement• Clear open communication• Listen• Involvement / input • Objective rating of performance• Regular feedback
Thank You