KUP

Key 12 – Developing External Services

Originally key 12 was for developing suppliers so that raw material suppliers are improved to same level as the factory itself. In the realm of General Practice there are plenty of opportunities to improve how external services or suppliers can be improved, by sharing best practice, enhancing cooperation. The nearer these bodies can mirror the processes used by the practice the higher the quality of the patient care.

In this key there are 2 different groups we will speak of external services and suppliers.

Level 1

For any service/ supplier, the only time they are interacted with is when there is an issue, a query or a request is made to the service/ supplier. The main issue at level one is that both the practice and the external service spend time blaming the other for problems instead of trying to improve the service itself. Both are in the dark about how they work and the reasons behind them.

  • Normalise relations with the service/ supplier. Treat them as you would as any other team in the practice.
  • Give instructions to allow the service/ supplier to improve how they provide their service.
  • Facilitate a mechanism where the service/ supplier is able to meet their own goals.

It is of upmost importance to work towards cooperation and goodwill.

Level 2

At level 2 issues raised by the supplier/ service are treated as if they had originated from the practice itself. Although at first this may seem normal but unless the patients care is severely compromised, it is then that root cause analysis takes place.

  • Provide support and leadership as if they are part of the practice. This includes full providing feedback and advice for everything from minor issues to Significant Event Analysis.
  • Encourage the service to do the same. Some services/ suppliers may feel reluctant to share their internal processes. Therefore only encourage, over time as trust builds they will start to engage. It is of vital importance at the early stages of this process that feed back from the practice does not reverse the progress made. Again, leadership is required and this best demonstrated by leading by example.
  • Share PPORGP keys and promote their usage for the service/ supplier to implement themselves. Ensure they see this as promotion and not an attempt to take control.
  • Invite representatives (not sales) from the service/ supplier so they can have a better understanding of how the practice works. If they return the invitation be certain to take it up.

Level 3

Practices at level 3 routinely offer both technical support and the sharing of best practice on a regular basis. It is realised that patient care/ services can only be improved by improving other services around it.

  • Offer technical support, share technical information (as long as this does not compromise security)
  • If possible provide a means of the service/ supplier to reduce their costs which allows them to improve their product/ service.
  • If an issue is raised the practice asserts a proactive role in problem solving
  • If there are objections from service to the suggestions/ offers to improve their service. It is important to move to level 4 as quickly as possible.
  • Offer the same leadership that you give your own practice.
  • Cooperative teams are needed to support drastic and sweeping reforms, if needed or accepted.
  • Other services/ suppliers are mirrors for the service you provide to patients. The more they can adopt the 20 keys or look to otherwise improve the better service the practice can provide to patients.

Level 4

Mutual development with the supplier/ service has begun in actuation of the 20 keys.

  • The practice provides training in the 20 keys.
  • Audit the services in terms of the 20 keys.
  • Help the suppliers/ services management to pick the areas that need the most improvement.
  • Keep in mind the services/ suppliers own goals and do what is needed to help them attain them.
  • Offer to provide staff who can solve implementation problems of the 20 Keys. If needed invite their staff to see how it works at the practice.

Level 5

To achieve level 5 you must obtain level 4 in at least 10 keys and have the services that have implemented some if not all the 20 keys.