Quality and Outcomes Framework Assessor Training

1
Quality and Outcomes Framework Assessor Training

• Group-oriented skills in chairmanship, time
  management and team-working (during the review
  visit)
• Module S2

2
Aims of the Module

• To clarify the role and responsibilities of the
  Lead assessor
• To identify principles for best practice
• To identify practicalities
• To clarify the process of leading and
  coordinating the review visit

3
Module outline (One hour)

• The role of the lead assessor
• Preparing for the review visit
• Practicalities
• Setting the tone
• Conducting the review visit
• Sources of information
• Giving feedback to the Practice
• Co-coordinating the report-writing

4
Role of the lead assessor

• To co-ordinate the assessment process
• To ensure adherence to best practice

5
Preparing for the visit

• Good planning is essential!
• Contact the Practice in advance
• Explain process
• Ask who should be interviewed and arrange
  timetable
• Check for any other issues that might affect the
  review

6
Preparation (contd..)

• Meet the Practice Manager
• Introduce the team identify roles and expertise
• Clarify purpose and process
• Plan how the visit will run (timings, etc)
• Agree what information you are seeking
• Agree who will collect what information, and how
  (interview, looking at records, etc)
• Address any concerns of the team members

7
Practicalities

• Build in time for a Practice walkabout
• Arrange for a private room set aside for
  assessors all day
• Ensure that at least one assessor can access the
  Practice computer system
• Manage time carefully (e.g. approx. 20 minutes
  per interview) and keep close track of progress
  with minimum disruption!

8
Setting the tone

• Remember you are GUESTS in the Practice!
• Treat everyone you meet (staff and patients) with
  respect and courtesy smile and say Good
  Morning!
• Avoid any non-verbal expressions that might
  indicate disapproval stay neutral in tone and
  manner

9
Conducting the review visit

• Separate to conduct respective interviews,
  observations and data gathering
• Schedule a time when assessors can meet to review
  progress at intervals
• If information is unclear or possibly biased, ask
  another assessor to explore area further
• Ensure assessors are recording their evidence
  (noting particular strengths or areas of doubt)
• At the end, co-ordinate the views of the
  assessors and agree what initial feedback will be
  given

10
Sources of information
Robust evidence is essential! Triangulate
information from a variety of sources

• Hard data from (e.g. records, critical incident
  register, repeat prescriptions)
• Observation (e.g. waiting room telephone manner
  team-working)
• Interviews (staff and patients)

11
Giving feedback to the Practice

• Some initial feedback is important
• Do this face to face
• Start with the areas of strength
• Then cover any areas for improvement
• Provide recommendations not criticisms
• Make it a dialogue not a monologue!
• Check to see how feedback is being received
• End on a positive note

12
Co-ordinating the report writing

• Agree who will draft the report (if not the Lead)
• Gather all the notes from the assessors
• Agree a mechanism for all members to review the
  draft before the final version is sent to the
  Practice