The Riverside Improvement Programme

The Microsystem

12,000 Patients12,000 Patients 6 GPs6 GPs 40 employed staff including….40 employed staff including…. Admin staffAdmin staff CleanersCleaners DispensersDispensers Practice ManagerPractice Manager Practice NursesPractice Nurses

Our TeamPractice NursesDispensers

Patients

Admin Team

General Practitioners

cleaners

Developing the Programme

Microsystems is a welcome solution for the Microsystems is a welcome solution for the team!team!

Leaders emergeLeaders emerge Use monthly protected learning time to Use monthly protected learning time to

develop RIP programmedevelop RIP programme Establish weekly RIP council meetings to Establish weekly RIP council meetings to

keep up momentumkeep up momentum PEOPLE the focus for first sessionPEOPLE the focus for first session

Developing the Programme

Team undertook on-line workforce survey Team undertook on-line workforce survey to inform improvement workto inform improvement work

1st QIPP session focused on reviewing 1st QIPP session focused on reviewing results of survey and developing action results of survey and developing action plansplans

4 further QIPP sessions held focusing on 4 further QIPP sessions held focusing on different P’sdifferent P’s

High attendance at each session High attendance at each session

Improvements

PATIENTSPATIENTS Comments book in placeComments book in place Patient held notes for CHD patients being Patient held notes for CHD patients being

printed upprinted up Patient diaries for patients with newly Patient diaries for patients with newly

diagnosed diabetesdiagnosed diabetes Deck of cards surveyDeck of cards survey

Improvements

PATIENTSPATIENTS Deck of cards surveyDeck of cards survey Moved suggestions box/message on JX Board Moved suggestions box/message on JX Board

encouraging people to join patient participation encouraging people to join patient participation groupgroup

New role being discussed with Patient New role being discussed with Patient Participation GroupParticipation Group

Become local pilot site for chronic disease Become local pilot site for chronic disease managementmanagement

Improvements

PEOPLEPEOPLE Introduction of HousesIntroduction of Houses Learning togetherLearning together New found creativity!New found creativity! Cosmic Board/Team of the month awardCosmic Board/Team of the month award Coffee breaks for receptionists!Coffee breaks for receptionists! Shadowing of roles has led to cross cover between Shadowing of roles has led to cross cover between

dispensers and receptionistsdispensers and receptionists

PEOPLE

Improvements

PROCESSESPROCESSES Stocking of rooms to reduce time spent looking Stocking of rooms to reduce time spent looking

for forms/specimen bottles/equipmentfor forms/specimen bottles/equipment Use of instant messaging to reduce time spent Use of instant messaging to reduce time spent

waiting outside consulting roomswaiting outside consulting rooms Dispensers use practice notes rather than e-mailsDispensers use practice notes rather than e-mails Introduction of fax file has improved Introduction of fax file has improved

communicationcommunication Notice Board for CleanersNotice Board for Cleaners

PATTERNS

Patterns

1. I know exactly what is expected of me in my work at Riverside

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2. I have the materials and equipment I need to accomplish my work at

Riverside

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3. Working at Riverside I always have the best opportunity to do what I do

best everyday

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4. In the last seven days I have recieved recognition or praise for doing good

work

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The Future