Customer Care Engagement Scheme 2014/15

Transcription

1 Introduction Customer Care Engagement Scheme 2014/15 This engagement scheme has been developed to support and encourage member practices to allow all their administration and reception staff to attend the customer care training programme that has been commissioned by Bradford Districts and Bradford City CCG to improve the patient experience when accessing GP services. Aims To encourage the maximum number of non-clinical staff to attend the customer care training To provide non clinical staff with the skills and confidence to deal with difficult situations Improve patient and practice staff communication Improve the patient experience when accessing GP services Practices will agree and deliver objectives which should lead to sustainable change to improve the patient experience Support the CCGs to deliver the strategic priorities around improving the patient experience Rationale for developing this scheme Bradford Districts and Bradford City CCGs have strategic priorities to improve the patient experience. Attendance on the customer care training programme and development of key objectives for improvement at an individual practice level will contribute to improving both the staff and patient experience. Background A review of recent data from the GP NHS survey, the Healthwatch Invisible at the Desk report, patient engagement work, Grassroots reports and the Bradford Districts CCG GP Access Review indicate that access, appointments and continuity of care are key issues for patients. A fundamental issue raised in all of these studies is the need to improve the quality of communication between staff and patients. The Healthwatch report raised issues around communication and attitude of staff. A recurring theme in the Grassroots report relates to staff attitude and behaviour and this is mainly attributed to reception staff. Details of the scheme Following attendance at the training practices will be required to: Submit details of the staff who have attended the training (see appendix A) Meet staff who attended the course and Patient Participation Group (PPG) members to agree and submit a minimum of 3 Specific, Measurable, Achievable, Realistic and Timely (SMART) objectives to the CCG management team. This will detail the actions that the practices are proposing to take as a result of attending this training and will include the timescales and proposed outcomes. Practices should provide the CCG management team with an update of these objectives by the 30 th of September 2015 These objectives and the key changes that have been made within the practice should be communicated to the wider practice community e.g. through the practice website, newsletter etc. 1

2 Customer Care Engagement Scheme 2014/15 Timescales for delivery November 2014 January 2015 Delivery of customer care training programme Phase 1 Before 31 st March 2015 practices will submit the completed template (see appendix A) Phase 2 Before 30 th September 2015 practices will submit an update to the CCG management team detailing the achieved outcomes. ] Finance The engagement scheme will be worth 40 per attendee. Phase 1 Payment timescales Full payment will be made to practices following submission the completed template (appendix A) Phase 2 Payment timescales Practices will submit an update summary detailing the achieved outcomes and failure to submit the required information within the designated timescale could result in payments being taken back from practices. 2

3 Appendix A Practice Name Name of person completing form Date Name of person attending the course Date of attendance 3

4 Name of person attending the course Date of attendance 4

5 Objective Action/s Timescales for delivery Responsible individual Expected outcomes/benefits EXAMPLE OBJECTIVE The Practice will have expected values/behaviour included in induction process. Review will be made an integral part of follow up appraisal system Attendee will discuss learning with PM and admin Team Teams agreed values/behavior will be written into induction booklet Review of staffs progress will be discussed and documented in their appraisal Within 1 week of attending learning session Within 2 weeks of above meeting date At the time of the staffs appraisal date Attendee and PM Admin team and PM Appraiser and appraise Current and new staff will understand and demonstrate expected behavior and understand the value of customer care within the practice. Introduced within the induction process, and agreed by the team will help embed expected customer care value and behavior The appraisal system will facilitate the continuity of customer care behavior within the practice. Will place importance and delivery of good practice within job roles and development. 5

6 Objective Action/s Timescales for delivery Responsible individual Expected outcomes/benefits 6