Communicate and reassure The main reason identified practices that referrals are not for paper referrals continuing higher priority/seen quicker/less was due to high locum likely to be missed if they are on workforce but GPs try to refer If they have any concerns back to them. GPs also the e-RS referral would be report they feel more missed, advise practices to still with the referral use e-RS and follow up on the “confident” on paper. Key message for phone/email to team. anything critical use e-RS – and then for anything urgent follow up on the phone/email to team. 15 New operating It was not possible to achieve Revise and approve trust National project processes / approval of the revised trust access policy prior to plan revised to “going access policies access policy by both trust live” with PSO status. This ensure this at board and CCG governing needs to be right at the start of the body before live’. Only process due to all the approvals. ‘go relatively minor words changed but due to the review process being only every 3 months, plus the number of committees, this takes significantly longer. (Although this was not business critical for live’ in ‘go this particular situation as changes were minor). 16 CCG The CCG used a number of Ensure that GP practices are Added to communications channels to reach practices, communicated to early on in the implementation ie. weekly newsletter, direct project, regularly, and also pack telephone conversation, consider direct communication clinical exec committee. to ensure they are aware of the revised process. Some FAQ’s were also developed and shared based Use as many different kinds of on GP practice queries communication as possible to
The main reason identified for paper referrals continuing was due to high locum workforce but GPs try to refer back to them. GPs also report they feel more “confident” with the referral on paper. Key message for anything critical – use e-RS and then for anything urgent follow up on the phone/email to team. Communicate and reassure practices that referrals are not higher priority/seen quicker/less likely to be missed if they are on If they have any concerns the e-RS referral would be missed, advise practices to still use e-RS and follow up on the phone/email to team. 15 New operating processes / access policies It was not possible to achieve approval of the revised trust access policy by both trust board and CCG governing body before ‘go live’. Only relatively minor words changed but due to the review process being only every 3 months, plus the number of committees, this takes significantly longer. (Although this was not business critical for ‘go live’ in this particular situation as changes were minor). Revise and approve trust access policy prior to “going live” with PSO status. This needs to be right at the start of process due to all the approvals. National project plan revised to ensure this at the 16 CCG communications The CCG used a number of channels to reach practices, ie. weekly newsletter, direct telephone conversation, clinical exec committee. Some FAQ’s were also developed and shared based on GP practice queries Ensure that GP practices are communicated to early on in the project, regularly, and also consider direct communication to ensure they are aware of the revised process. Use as many different kinds of communication as possible to Added to implementation pack
e-rs_pioneer_lessons_v1.0_final.docx