Finalising OneRecall: Reporting, Performance Review, and Continuous Improvement

Introduction

The Primary Care IT lesson on implementation of OneRecall contains more detailed stepped instructions

Once OneRecall is fully implemented, it is essential to regularly review performance, track recall completion rates, and refine processes for continued efficiency. This article outlines best practices for finalising the recall process, ensuring accurate reporting, and making ongoing improvements.

Key Performance Metrics to Track

To assess the effectiveness of OneRecall, track the following metrics:

Recall Completion Rate: Percentage of patients who attended their recall appointments.
Non-Responder Rate: Number of patients who did not respond to invitations after multiple attempts.
DNA (Did Not Attend) Rate: Percentage of patients who missed scheduled recall appointments.
Exception Reporting Rate: Number of patients appropriately coded as exceptions (e.g., clinical unsuitability, informed dissent).
Time to Recall Completion: Average time taken from initial recall invitation to completed review.

Reviewing and Optimising OneRecall Performance

1. Regular Practice Meetings

Schedule monthly or quarterly meetings to discuss recall performance.
Review patient feedback and identify any barriers to attendance.
Discuss any emerging trends in recall effectiveness and adjust processes accordingly.

2. Identifying Bottlenecks and Areas for Improvement

High DNA rates? Consider sending additional reminders or offering more flexible appointment slots.
Low engagement in specific demographics? Tailor communication methods (e.g., increase SMS use for younger patients, offer phone calls for older patients).
Delays in processing recalls? Ensure recall searches are scheduled automatically to reduce administrative workload.

3. Adjusting Recall Processes Based on Insights

Modify recall invitations and messaging to improve patient understanding and engagement.
Increase opportunistic recalls by training clinicians and reception staff to check OneRecall alerts during patient visits.
Streamline follow-up workflows to ensure non-responders are contacted efficiently.

Continuous Improvement Strategies

Audit recall data quarterly to assess long-term trends.
Gather patient feedback to refine communication and scheduling approaches.
Update recall templates and workflows in EMIS to incorporate best practices based on performance data.

Final Steps: Ensuring OneRecall is Sustainable

Assign a recall lead within the practice to oversee performance monitoring and process optimisation.
Ensure all staff members are trained and confident in using OneRecall effectively.
Maintain open communication channels between clinical and administrative teams to adapt to evolving practice needs.

Conclusion

With ongoing monitoring and refinement, OneRecall can become a highly effective and sustainable system for managing patient recalls. By tracking performance, addressing challenges, and making continuous improvements, practices can enhance patient care while maintaining operational efficiency.