The Riverside Improvement Programme

1. The Riverside Improvement Programme

2. The Microsystem • 12,000 Patients • 6 GPs • 40 employed staff including…. • Admin staff • Cleaners • Dispensers • Practice Manager • Practice Nurses

3. Our Team Dispensers Practice Nurses cleaners Patients Admin Team General Practitioners

4. Developing the Programme • Microsystems is a welcome solution for the team! • Leaders emerge • Use monthly protected learning time to develop RIP programme • Establish weekly RIP council meetings to keep up momentum • PEOPLE the focus for first session

5. Developing the Programme • Team undertook on-line workforce survey to inform improvement work • 1st QIPP session focused on reviewing results of survey and developing action plans • 4 further QIPP sessions held focusing on different P’s • High attendance at each session

6. Improvements PATIENTS • Comments book in place • Patient held notes for CHD patients being printed up • Patient diaries for patients with newly diagnosed diabetes • Deck of cards survey

7. Improvements PATIENTS • Deck of cards survey • Moved suggestions box/message on JX Board encouraging people to join patient participation group • New role being discussed with Patient Participation Group • Become local pilot site for chronic disease management

8. Improvements PEOPLE • Introduction of Houses • Learning together • New found creativity! • Cosmic Board/Team of the month award • Coffee breaks for receptionists! • Shadowing of roles has led to cross cover between dispensers and receptionists

9. PEOPLE

10. Improvements PROCESSES • Stocking of rooms to reduce time spent looking for forms/specimen bottles/equipment • Use of instant messaging to reduce time spent waiting outside consulting rooms • Dispensers use practice notes rather than e-mails • Introduction of fax file has improved communication • Notice Board for Cleaners

11. PATTERNS

12. Patterns

13. Patterns

14. Patterns

15. Patterns

16. The Future