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Service design

Workshop. Clare Morrison NHS Near Me Lead, NHS Highland Near Me National Lead, TEC Programme. Service design. Agenda 5 x 12-minute discussion areas. Tight time! For each: Introduction and examples (3 minutes) Discussion (7 minutes) Sharing ideas (2 minutes). Planning clinics.

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Service design

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  1. Workshop Clare Morrison NHS Near Me Lead, NHS Highland Near Me National Lead, TEC Programme Service design

  2. Agenda • 5 x 12-minute discussion areas. Tight time! • For each: • Introduction and examples (3 minutes) • Discussion (7 minutes) • Sharing ideas (2 minutes)

  3. Planning clinics Booking appointments 5 Discussion Areas Patient entry Patient support Patient location

  4. Planning clinics All video or Mixed video and face to face? Video facilities for clinicians Administrative support within the clinic

  5. Booking appointments Decision process: is video appropriate? Coding of appointment in PAS Patient letters, email, phone calls, texts

  6. Patient entry Single website, reception model? Single website, self service? Direct access to service?

  7. Patient entry Single website, reception model? Single website, self service? Direct access to service?

  8. Patient entry Single website, reception model? Single website, self service? Direct access to service?

  9. Patient support Patient information content? Patient information types? Test calls in advance?

  10. Patient location Home? Remote clinics? Clinical support?

  11. PLAN FOR ONE SYSTEM

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