1. The Riverside Improvement Programme

2. The Microsystem 12,000 Patients 12,000 Patients 6 GPs 6 GPs 40 employed staff including…. 40 employed staff including…. Admin staff Admin staff Cleaners Cleaners Dispensers Dispensers Practice Manager Practice Manager Practice Nurses Practice Nurses

3. Our Team Practice Nurses Dispensers Patients Admin Team General Practitioners cleaners

4. Developing the Programme Microsystems is a welcome solution for the team! Microsystems is a welcome solution for the team! Leaders emerge Leaders emerge Use monthly protected learning time to develop RIP programme Use monthly protected learning time to develop RIP programme Establish weekly RIP council meetings to keep up momentum Establish weekly RIP council meetings to keep up momentum PEOPLE the focus for first session PEOPLE the focus for first session

5. Developing the Programme Team undertook on-line workforce survey to inform improvement work Team undertook on-line workforce survey to inform improvement work 1st QIPP session focused on reviewing results of survey and developing action plans 1st QIPP session focused on reviewing results of survey and developing action plans 4 further QIPP sessions held focusing on different Ps 4 further QIPP sessions held focusing on different Ps High attendance at each session High attendance at each session

6. Improvements PATIENTS Comments book in place Comments book in place Patient held notes for CHD patients being printed up Patient held notes for CHD patients being printed up Patient diaries for patients with newly diagnosed diabetes Patient diaries for patients with newly diagnosed diabetes Deck of cards survey Deck of cards survey

7. Improvements PATIENTS Deck of cards survey Deck of cards survey Moved suggestions box/message on JX Board encouraging people to join patient participation group Moved suggestions box/message on JX Board encouraging people to join patient participation group New role being discussed with Patient Participation Group New role being discussed with Patient Participation Group Become local pilot site for chronic disease management Become local pilot site for chronic disease management

8. Improvements PEOPLE Introduction of Houses Introduction of Houses Learning together Learning together New found creativity! New found creativity! Cosmic Board/Team of the month award Cosmic Board/Team of the month award Coffee breaks for receptionists! Coffee breaks for receptionists! Shadowing of roles has led to cross cover between dispensers and receptionists Shadowing of roles has led to cross cover between dispensers and receptionists

9. PEOPLE

10. Improvements PROCESSES Stocking of rooms to reduce time spent looking for forms/specimen bottles/equipment Stocking of rooms to reduce time spent looking for forms/specimen bottles/equipment Use of instant messaging to reduce time spent waiting outside consulting rooms Use of instant messaging to reduce time spent waiting outside consulting rooms Dispensers use practice notes rather than e-mails Dispensers use practice notes rather than e-mails Introduction of fax file has improved communication Introduction of fax file has improved communication Notice Board for Cleaners Notice Board for Cleaners

11. PATTERNS

12. Patterns

16. The Future