1. Quality and Outcomes Framework Assessor Training Group-oriented skills in chairmanship, time management and team-working (during the review visit) Module S2

2. To clarify the role and responsibilities of the Lead assessor To identify principles for best practice To identify practicalities To clarify the process of leading and coordinating the review visit Aims of the Module

3. The role of the lead assessor Preparing for the review visit Practicalities Setting the tone Conducting the review visit Sources of information Giving feedback to the Practice Co-coordinating the report-writing Module outline (One hour)

4. To co-ordinate the assessment process To ensure adherence to best practice Role of the lead assessor

5. Good planning is essential! Contact the Practice in advance Explain process Ask who should be interviewed and arrange timetable Check for any other issues that might affect the review Preparing for the visit

6. Meet the Practice Manager Introduce the team: identify roles and expertise Clarify purpose and process Plan how the visit will run (timings, etc) Agree what information you are seeking Agree who will collect what information, and how (interview, looking at records, etc) Address any concerns of the team members Preparation (contd..)

7. Build in time for a Practice walkabout Arrange for a private room set aside for assessors all day Ensure that at least one assessor can access the Practice computer system Manage time carefully –(e.g. approx. 20 minutes per interview) and keep close track of progress – with minimum disruption! Practicalities

8. Remember: you are GUESTS in the Practice! Treat everyone you meet (staff and patients) with respect and courtesy – smile and say Good Morning! Avoid any non-verbal expressions that might indicate disapproval – stay neutral in tone and manner Setting the tone

9. Separate to conduct respective interviews, observations and data gathering Schedule a time when assessors can meet to review progress at intervals If information is unclear or possibly biased, ask another assessor to explore area further Ensure assessors are recording their evidence (noting particular strengths or areas of doubt) At the end, co-ordinate the views of the assessors and agree what initial feedback will be given Conducting the review visit

10. Hard data from (e.g. records, critical incident register, repeat prescriptions) Observation (e.g. waiting room; telephone manner; team-working) Interviews (staff and patients) Sources of information Robust evidence is essential! Triangulate information from a variety of sources:

11. Some initial feedback is important Do this face to face Start with the areas of strength Then cover any areas for improvement Provide recommendations not criticisms Make it a dialogue not a monologue! Check to see how feedback is being received End on a positive note Giving feedback to the Practice

12. Agree who will draft the report (if not the Lead) Gather all the notes from the assessors Agree a mechanism for all members to review the draft before the final version is sent to the Practice Co-ordinating the report writing