2. Building an effective Team Mags O’Callaghan Operations Manager Livinghealth Clinic 19/02/2011

3. Agenda Background to Livinghealth Clinic Challenging Staff Situations Overcoming obstacles Driving improvements

10. 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

11. Challenging Staff Situations Constant Change Feeling of multiple reporting lines Different expectations/ priorities from different stakeholders Loyalties High seniority

12. Overcoming Obstacles

13. COMMUNICATION/ ENGAGEMENT

14. 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

15. 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

16. Elements to Measure Check in Charging patientsAre all appropriate charges posted on the system Cash reconcilliationIf payments taken - does cash reconcile 100% Waiting room statsAre 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 outsAre 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 accountsFrom aged debtors report Patient identification info updatedAre there truncated tel numbers on patient files who have visited clinic

17. OJS Form Livinghealth Clinic On Job Supervision form Secretary Name Date of OJS YN 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to put up next of kin info Secretary checks GMS number for validity and expiry date Secretary informs patient if card out of date or nearing expiry date For Walk ins secretary checks availability of requested GPs Secretary checks for next available apt with requested GP Secretary checks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

18. Conclusion Staff engagement Clear open communication Listen Involvement / input Objective rating of performance Regular feedback

19. Thank You