North West SHA

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North West SHA Choose and Book Workshop February
1st 2007 Jane Cummings National implementation
Director
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Contents

• How far have we come
• The national performance of Choose and Book
• The Priority Review of Choose and Book
  utilisation
• Next Steps

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National CAB Performance w/e 28th January

• 37 Utilisation
• 65,502 outpatient referrals booked via Choose and
  Book last week
• 12,500 referrals per day
• 19 utilisation using direct booking
• 63 of Trusts receiving direct bookings
• 37 of Trusts receiving indirect bookings
• 7,262 GP practices (86) with bookings in last 6
  weeks

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Headlines then and now..
January 2007 2,418,716 37 100 84 100
December 2005 52,000 3.3 86 23 83
Total Bookings
Utilisation
PCTs Live and Booking
Practices Live and Booking
Providers Receiving Bookings
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Choose and Book Priority Review

• Visits to six health communities
• Interviews with key stakeholders
• Series of hypotheses tested
• Report and recommendations being drafted

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Key Hypotheses
Choose and Book to become the everyday method of
referral and provide a positive experience for
patients
Benefits of change outweigh the cost of change
and encourage utilisation.
NHS clinical and non-clinical experience of the
technology and application is encouraging use
The centre has got the right levers and
incentives in place and they are being used
appropriately and effectively
Expanding the scope of CAB and maximising its
functionality increases usage.
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Key Actions to take locally

• Provide strong leadership and prioritisation
• Undertake diagnostic assessment operational and
  technical
• Utilise new operational guidance / toolkits
• Implement technical guidance using new toolkit
• Review capacity and implement directly bookable
  services in all specialities
• Review and update the Directory of Services
• Review performance of IBS call centres against
  national standards
• Position Choose and Book in the context of wider
  reform eg, Choice and 18 weeks

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Next Steps

• New Support team to be recruited
• Choose and Book review report finalised and
  communicated
• SHA and PCT improvement plans where necessary
• Keep going it is the right thing to do!

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Patient Experience - Sarah Thirkill

• Choosing the hospital I wanted for my outpatient
  appointment and treatment meant I did not have to
  worry about who would look after my new baby.
• It made so much difference to me being able to
  choose a hospital nearer to my parents. I was
  astounded when I went into the surgery and left
  with my appointment. What an improvement in
  service. Its great
• More people should know about this. I really
  felt I was being considered as a person and not
  just a number for the convenience of the NHS

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Patient Experience - Kelly Kirk

• He gave me a booklet and said I could choose
  from a number of hospitals and then gave me a
  password for the Choose and Book appointments
  line which I could use when I had sorted out my
  domestic arrangements
• I felt more involved through the whole process.
  Normally you are just told what to do and where
  to go

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Technical Update Nic Fox Deployment Assurance
Lead
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How things have changed
January 2007 Focus on Live Service Reliance on
local trainers and technicians N3 Capacity
Quality of GP System live service 111 (65)
Acute Trusts direct booking v2 PAS and BAU use
of DBS 10 SHAs, 152 PCTs
January 2006 Focus on deployment Cluster
provided training and technical support N3
Deployments GP System ordering and deployment
48 (28) Acute Trusts direct booking v1 PAS
Deployments 28 SHAs, 303 PCTs
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Current technical challenges

• National
• Unplanned downtime in live
• Release rollercoaster
• Displaced appointments
• Integrated GP System Performance
• Local
• IBS to DBS Migrations
• Operational management of Message Handler
• Ensuring local support models are understood
• Resolving perennial grumbles

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Current enablers

• Making it work for you in Secondary Care DVD
• YourView Pilot
• Benchmark timings from GP System Suppliers
• Electronic quick reference guides
• Independent Sector DBS deployments
• Exciting future release programme

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Development Roadmap 1

• Release 3.4 24th Feb 07
• Changes to Support 2WW Referrals
• Returning Services Grouped by Organisation
• Changes to Patient Printouts
• Referrer details on Appointment Search screen
• Release 3.5 May 07
• Advice and Guidance Enhancements, inc attachments
• Slot Enquiry to Support 2WW Referrals
• Support for Telephone CAS
• Transferring Services between organisations
• Standardisation of Cancellation Code

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Development Roadmap 2

• Release 4.0 Long list (subject to concluding
  design)
• Usability changes
• Finding Services Effectively
• Pragmatic support for Diagnostic booking
• Linked Appointments
• Closer Integration with GP Systems
• Latest version of PDS
• Patient Web Application
• Significant enhancements planned Summer 07
• Currently exploring an additional release prior
  to Release 4.0

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Roadmap Feedback to date

• What other core operational NHS processes could
  Choose and Book support?
• NCRP and DSG/User-group feedback
• High RIS Integration (huge undertaking )
• Referral access from PSIS
• Booking into Tertiary Care
• Patient Reminders
• Medium Decision Support
• Follow Up Appointments
• Social Care
• Low Booking into Primary Care
• Call Centre Integration
• DiTV
• The conversation will be kept open, and the
  roadmap revised

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Preparing for releases Influencing the Roadmap

• User Groups and Enhancement Requests (RFAs)
• Recognise existing local expertise and structures
• Provides emphasis on end users (clinical and
  admin)
• User Groups have responsibility to manage RFAs in
  their region
• Central RFA tracking mechanism being improved
• User involvement needed. Contact you SHA User
  Group Chair / Design Steering Group Rep
• Full information available at http//nww.chooseand
  book.nhs.uk/staff/future
• Training
• Training materials updated 4 weeks prior to a new
  release
• Full details available at http//www.chooseandbook
  .nhs.uk/staff/training