Building an effective Team Mags OCallaghan Operations Manager Livinghealth Clinic 19/02/2011.

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