Enhancing Local Enhanced Services in Warwickshire North
Introduction
This case study explores the deployment and impact of Primary Care IT’s (PCIT) localisation product within Warwickshire North practices. The project focused on maximising the performance and income from locally enhanced services through digital solutions (The PCIT Toolset). The Warwickshire North practices referenced throughout this case study are members of the following three PCNs: North Arden, Nuneaton & Bedworth and Warwickshire Rural.
The project was initiated by Primary Care Warwickshire and supported by their local LMC. The capability was identified by Jeff Powell when Primary Care Warwickshire obtained their EMIS enterprise system. Upon reviewing the enhanced services, work in process mapping of the pathways and claimable services was undertaken. Effective collaboration with PCIT enabled the streamlining of templates, protocols and searches to support in capturing work completed relating to the locally enhanced services.
Background/Challenge
Warwickshire North’s practices faced challenges in fully capturing potential income and meeting key performance indicators (KPIs) for their locally enhanced services. This was highlighted through the queried results and feedback provided by the Warwickshire North Practice Managers. The existing systems were not adequately capturing service-related activities, resulting in lost revenue and unmet healthcare service benchmarks.
Initial work was completed by Jeffrey Powell (CEO – Primary Care Warwickshire) and with local LMC input working in unison to boost performance and income prior to the Digital & Transformation Lead (Bradley Hough) joining Warwickshire North. With the Digital & Transformation resource in place, the Warwickshire North team sort about working with PCIT and member practices to streamline data recording as well as data reconciliation.
Solution
PCIT meticulously analysed each KPI related to the local enhanced services contracts. A tailored digital solution was developed that included:
- Custom templates embedding all necessary KPIs for ease of data entry.
- Automated alerts to prompt healthcare providers about necessary services or missing information during patient consultations linked to templates. It was important for the alerts to not only pick up missed opportunities and incorrect coding but to offer the opportunity to change chosen codes and add additional ones where needed to secure payment.
- Advanced searches to identify missed income opportunities and monitor ongoing performance. This comprehensive toolset was developed and deployed within a month following an initial two-week assessment period and local trialling.
- Multiple virtual training sessions were held for practices which gave an overview of what was installed in the system and which alerts to action to capture work. Aimed at Practice Managers, Nurses, GPs.
- The solutions put in place were also referenced during an in-person training session.
- One to one sessions were also completed by Practice Managers and PCIT’s customer service team looking at specific areas where the individual practice was underperforming.
- Enhanced services income data analysis and benchmarking was carried out with Warwickshire North practices to target & drive engagement.
- Education pieces were completed enabling practices to use the PCIT resources e.g. The Customer Portal, specifically the Knowledge Base for local resource guides.
- PCIT also provided activity data which evidenced the frequency of alerts, by reviewing the data, the Digital & Transformation team and PCIT Customer Service team were able to work with specific practices needing support.
- Having a local input from clinicians and engagement with practices utilising the system enabled a more robust use of EMIS protocols to reduce the change of coding issues.
- In Warwickshire North IT savvy GP partners and Practice Managers continue to be involved in enhancing and maximising the functionality of the system.
Outcome
The introduction of the PCIT localisation product led to significant financial benefits for the practices:
- Immediate Impact: Noticeable improvements were evident within the first quarter post-implementation.
- Quarterly Increase: An additional £112,495.28 was generated in the first quarter after implementation.
- Annual Projection: An estimated annual increase of £449,981.10 in income, which reflects a substantial return on investment.
- Cost vs. Return: The PCNs invested £89,078.76 in PCIT services, resulting in a 5-fold return on investment. This demonstrates not only the effectiveness of the solution in enhancing service delivery and compliance but also its capability to significantly boost financial performance.
Ongoing Support
Ongoing support includes continuous updates to the digital tools to incorporate the latest medical guidelines and research findings. Primary Care IT also offers continued regular training and support sessions for healthcare staff to ensure they remain proficient in using the technology and can leverage its full potential
Conclusion
The strategic deployment of PCIT’s localisation product in Warwickshire North’s practices has not only optimised financial outcomes but also enhanced adherence to healthcare service standards. With PCIT & Warwickshire North working collaboratively, the project demonstrates how targeted digital solutions can dramatically improve the management of local enhanced services, providing a significant return on investment. This case study serves as a compelling model for other regions looking to enhance their local service delivery through innovative technological solutions.