Join us to hear from Saffron Health who used Quality Improvement (QI) tools to manage patient telephone calls better and make more referrals to the Community Pharmacist consultation Service (CPCS). They will talk about how they achieved a number of impacts including the following:

  • The number of patient dropped telephone calls reduced from an average of 7% to less than 1% per day.
  • A more consistent approach to making CPCS referrals across the reception team has increased referrals to the service from an average of just 18 per month to 178 a month
  • Patients are complaining less as their telephone calls are being answered. Staff are also happier as fewer patient calls are being lost.
  • 5 hours per week of admin time have been freed up which is being used to answer more calls.
  • 5 hours of clinical time per week have been freed up which allows paramedics and GPs to see more complex patients who need their care.
  • The practice has created a quarterly practice quality improvement schedule, to maintain the momentum gained from the Accelerate Programme
  • (further details are available in their case study at available here).