Keep Well – monitoring and managing performance

1. Keep Well – monitoring and managing performance Dorothy Ross-Archer, Keep Well Programme Manager

2. Monitoring and managing performance • 2008 – 2009 • - Keep Well Local Enhanced Service Contract • - developed initial performance processes • 2009 - 2012 • - HEAT targets set each year • - monthly performance reports to each practice • - individual targets set • - Community Pharmacy Specification • 2012 – 2014 • - national performance targets • - cascade of monthly performance • - targets integrated in CHP performance management • - “open” performance information • - ownership • Result - a robust performance system

3. Performance - Patients say ... • Health checks • “Glad I attended, made me think about my diet and smoking” • “ I have started to make some changes on my lifestyle” • “ I feel ready to give up smoking” • “ Found the health check very helpful and informative” • “Very likely to take up referral discussed as part of the health check” • “ Appreciated the flexibility of appointments offered (daytime, twilight and Saturday) • “ Made me feel very much at ease, would highly recommend pharmacy to anyone” • Health Coaching Service • “ Helpful non judgemental listening and guidance in a non patronising manner. This is helping me take control of my life” • “The one to one talking, making me think about things and my behaviours”

4. Signposting and referrals

5. Partnership performance • Making every opportunity count Primary Care Aberdeen city; Aberdeenshire & Moray Councils Community Pharmacies NHSG services e.g. healthpoint; Healthy Helpings; e-Health Patients Clients Staff Benefit & Employment Services VSA Carer Services Mental Health Services Aberdeen Sports Village Criminal Justice Services Scottish Prison Service 3rd sector partner organisations Integrated Alcohol & Drug Partnerships