- Here We Are is a not-for-profit social enterprise that delivers NHS services including musculoskeletal services and wellbeing programs. It partners with primary care practices. - Workflow optimization is a new approach where administrators process up to 80% of clinical correspondence to enhance data quality and free up clinician time. Here We Are has trained over 300 practices in this approach. - Benefits include accurate medical records, optimized patient journeys, clinician time savings up to 40 minutes per day, and more resilient healthcare systems through collaborative communities of practice.

1. Workflow
Optimisation
hereweare.org.uk

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Who are we?

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About Here
 Not-for-profit social enterprise
 Membership organisation (our members are local GPs, Practice
Managers, Practice Nurses and our own staff)
 Annual turnover of £50 million
 Partnered with a local practice, Benfield Valley Healthcare Hub
 Delivering NHS Services – MSK, MAS, Wellbeing, Community Eye
 Projects supporting primary care – Extended hours, Primary care
integration at scale, use of pharmacists, Communities of Practice
& Workflow Optimisation

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Care unbound.
To create more possibilities for
care in every moment.

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Workflow Optimisation
Our Journey

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Video
https://www.youtube.com/watch?v=wwpkQIc
q9Qo

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Summary
• Workflow Optimisation is a new approach to the way
administration is processed within General Practice
• Up to 80% of all clinical correspondence can be processed by a
Workflow Administrator
• Data quality is enhanced in the medical record
• Robust governance structures supported by the medical
defence organisations
• We have now trained in excess of 300 practices and have
further training planned across the UK
• Catalyst for a wider conversation about collaboration between
practices

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Our Journey - Workflow Optimisation
EPiC Prime Ministers Challenge Fund Pilot
• Started with 1 GP working side by side with 1 administrator
• Grew to 11 other local practices
Access Fund
• Data consistent and verified by external review
• NHS England commissioned further 40 practices trained
GP Forward View – 10 high impact areas
• Part of the £45 million national rollout across primary care
• Utilised to support STP and CCG plans to release clinical
capacity and build collaborative communities of practice
• Over 300 practices trained
• Featured in range of national reports including NHS Alliance
paper and GP Forward review in England

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Benefit for the people we serve
I am supported to make decisions about my care in a timely way
with a person who knows all the accurate information about me

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Benefit for the practice
• Accurate and consistent information entered on medical records
• Stewardship of the patient journey (including DNA checks, blood
test booked there and then, follow up appointment resolved)
• Clinician time saving
 Epic pilot - up to 40 mins per day per full time GP
 Access Fund - 63 practices 30 mins per day per full time GP
• Up skilling of practice team
• Increased resilience within practice and between practices
• Ability to review other back office functions and share learning
• Long term relationship ensures implementation is successful and
desired impact is seen
• Access to regular data to support continual improvement

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Initial Structure – Gaining Maximum Early Benefit
.
0
10
20
30
40
50
60
70
80
90
100
Nov-15 Dec-15 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16
%ofdocumentsfiledandcompleted
Month
Implementation Workflow Optimisation - % Documents Filed and Completed
Completed by Workflower Completed by GP

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Supporting Implementation with data

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Community Level Benefits
• Change management programme successfully implemented and
maintained
• Greater impact for risk stratification and risk modeling
• Consistent data entry and easier audit potential across the geographical
footprint
• Local practice resilience increased
• Network of administrators
• Catalyst for a wider conversation about collaboration between practices
• A method of learning where 1 administrator and 1 GP can work together
to transform practice

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Our current offer
• Workflow Optimisation training - 4 days for administrators and
½ day for GP Champions
• A year of implementation support
• Workflow Optimisation as an opportunity to bring practices
together to work in a collaborative way
• Establish a community around workflow teams
• Looking to work with practices with the appetite to learn
together and explore a new way of working
• Supporting collaboration across teams, organisations and
buildings

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Governance

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Clinical Governance
• GP Champion
• Medication Protocol
• Audit and Feedback Process
• Significant event collection
• Medico-legal assurance
• Collective improvement structure with community of
administrators

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• Fundamental requirement
• Helps form Workflow Optimisation practice protocol
• 1:1 support for administrator
• Voice of the practice GPs - collates feedback from clinicians
• Supports audit and feedback on weekly basis
• Schedule requirements - 1 hour per week for first three months
• Systm1 and EMIS Dashboard and audit process
GP Champion Role

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How will we work
together?

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Change programmeDesign
Working with
local teams to
understand
priorities and
design best roll
out plan
Train
Using design
phase
understanding
to tailor a
specific training
programme to
the skills of the
teams in
practice
Embed
Follow up and
ongoing support
tailored to the
trainee to
support
embedding of
methodology in
practice
Supporting the
continual
improvement of
the method
using clinical
systems
expertise and
analytical
consulting
Learn
Collation and
analysis of data
generated in
practice to drive
transformation
Identification of
areas to develop
new
communities of
learners and
cascade further
learning
Improve
Acting upon the
analysis
developed to
build resilient
and supported
communities of
learners and
practices
This phase can
support areas to
move towards
practices
working at scale
together and
support each
other towards
larger systems
goals

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Support offered
• Signed Contract (preparation required, expectations, and benefits)
• Pre training support (remote and in person) to scope implementation method
and support required
• Face-to-face training – 2 days implementation support in person including a 2
hour GP champion training
• Manuals
• CPD accreditation
• Remote GP Champion support
• Resource Centre and Online Forum
• Support administrators to build communities of practice around Workflow
Optimisation to share and embed learning
• Long term personalised support to communities to develop learning
environment

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I have never been involved in
a change programme that has
led to such a dramatic
improvement in service so
quickly. In one week the
surgery was transformed
Dr Naseer Khan – Chief of Clinical
Leadership and Engagement Brighton and
Hove CCG

22. Fourth Floor, 177 Preston
Rd, Brighton, BN1 6AG
+44 (0)1273 560 243
info@hereweare.org.uk
hereweare.org.uk