Guide to getting started with OneRecall

Guide to getting started with OneRecall

Information within this training package is colour coded:

Blue is for information and includes hints and tips                                                                                                                                                                                                                                                          
Orange is an action that is required                                                                                                                                                                                                                                                                                  
Yellow is resource that you can use to send internal communications to others within your practice                                                                                                                                                                        
Red will detail any warnings you need to consider                                                                                                                                                                                                                                                         

Introduction

Background

We have put together a collection of tools and utilities that will help you to recall a diverse population, with varying health needs, conditions and intervals for their health checks in a way that fits into the workflow of a busy practice.  All members of the primary care team have a role and so there are roles for everyone in the smooth running of the OneRecall system.  No recall system can hope to be all-encompassing or responsive to each of the detailed individual needs of all patients but this system helps to logically address many key health needs included in the NHS England Quality and Outcome Framework and some additional common population areas. 


When implementing, care should be taken to understand what the recall system does and doesn’t do.  Training is essential in each of the key team roles, including Recall Administration Team, Reception, Clinicians and clinical support staff such as Health Care Assistants.   We've written this guide to give you the resources and suggested timelines for deployment of OneRecall within your practice.

Follow our step by step guide to implementation below to get OneRecall up and running in your practice.  We recommend taking 4 weeks to embed OneRecall within your surgery.  It is essential to start sending the recall letters in the first week of the month, so make sure you start this process at least 4 weeks prior to the planned month of starting.                                              
If you experience any issues or have any queries throughout this process, please click here select tickets, and raise a new ticket including as many details as possible.


Week 1 

This is the beginning of the process to getting OneRecall up and running and embedded within your surgery. 

If you haven't already, make sure the lead person for implementing the recall system has signed up for the implementation support package here: 

This will ensure that you get weekly reminders detailing the steps that are required to achieve deployment of the OneRecall package.
Hopefully you will have already seen our introductory video, if not we would suggest that the core management team within the practice watch this together to understand an overview of the tools and how they work:
Click on the   button to make the video full screen and see the detail better                                                                                                                                                                                                            

Watch this video and consider if you need to send it to others in your management team                                                                                                                                        



If you're sending this to others within the practice to watch you may wish to use the following email (highlight and copy and paste into your email programme):                                                                       
Dear **INSERT NAME**
Our practice is implementing the OneRecall system from PrimaryCare IT.  This system involves a number of resources to support us in recalling our patients safely.  There are prompts for reception team members, alerts and information for clinicians, all of which links in to recall searches for us to send out invitations to patients.  This will streamline the way that we recall our patients and make sure that everything gets done with minimal of visits to the surgery, as well as highlighting things that we could have otherwise missed.  It also supports the transfer of care from clinicians to health care assistants in a safe and structured way.  As one of the members of the management team we would suggest that you watch this video so that you can understand the various features this toolset brings.  It is about an hour long, but if we are to undertake this work successfully then it is important that the key people involved in the project are well informed as to how the system works - so we'd ask you to make the time to watch it in full.  The link is:  https://vimeo.com/419944492

Thanks
**INSERT YOUR NAME**

Localise Care Homes                                                                                                                                                                                                                      


Go to population reporting and find the PrimaryCare IT Folder.  Within this you will find the sub folder OneRecall Package - PrimaryCare IT.


The following searches both need to be localised with the details of any care homes, where you would not expect patients to come to the practice, i.e. those who would always have routine care brought to them.

  • A) Surgery List (Not Housebound, DN Caseload, Residential Institution) and

  • H) Housebound, DN Caseload, Residential Institution


To add your care home details, right click the search names above and click “Edit”.

Double click on any of the four rules noted with *PCode*  and * Insert Street No. of institution here *  :



Then double click on each of the elements and add in the details for one care home, removing the asterisks (*):




Use one rule for each care home, completing both Postcode and Number & Street


Note: This is case specific, if postcodes are recorded in your systems with lowercase characters, you will need to add these as a rule as well. All formatting used for postcodes and street names will need to have its own rule e.g. Nr152uy, NR15 2UY, NR152UY.

Adding Additional Care Homes

More rules can be added if you have more than 4 facilities by clicking on one of the rules and pressing copy and paste in the top menu bar




If you do this, make sure you adjust the rules for passing and failing as shown below


Rule: A) Surgery List (Not Housebound, DN Caseload, Residential Institution)



Rule: H) Housebound, DN Caseload, Residential Institution



Week 2

Meet as a management team and discuss any issues arising out of watching the video and reading through the guide materials.  Decide on who is responsible for communicating information out to the wider practice team. 

Send out email communication to practice teams to introduce OneRecall to them                                                                                                                                                      

Suggested email for clinical teams:                                                                                                                                                                                                                                         

Dear **INSERT NAME** 
Our practice is implementing the OneRecall system from PrimaryCare IT.  This system involves a number of resources to support us in recalling our patients safely.  Moving to this recall process affects all members of the practice team - there are prompts for reception team members, alerts and information for clinicians, all of which links in to recall searches for us to send out invitations to patients.  This will streamline the way that we recall our patients and make sure that everything gets done with minimal of visits to the surgery, as well as highlighting things that we could have otherwise missed.  As one of the members of the clinical team we would suggest that you watch this video so that you can understand the various features this toolset brings and the changes to your working practice (these are minimal - promise!) that are required.  It is only 9 minutes long and if we are to undertake this work successfully then it is important that everybody involved in the project is well informed as to how the system works - so we'd ask you to make the time to watch it in full.  The link is:  https://vimeo.com/420628941

We are planning on going live with this system at the beginning of next month so time is limited!  If you want fuller details of the system, you can watch an extended video here:  https://vimeo.com/419944492  and a complete guide can be found here:  https://docs.google.com/document/d/1RfaSr-KghOjV1XAE-QJIg3VModzmHJkhEhf81pD0Ubk/edit?usp=sharing

Thanks
**INSERT YOUR NAME**

Suggested email for reception staff:                                                                                                                                                                                                                                                                                  

Dear **INSERT NAME**
Our practice is implementing the OneRecall system from PrimaryCare IT.  This system involves a number of resources to support us in recalling our patients safely.  Moving to this recall process affects all members of the practice team - there are prompts for reception team members, alerts and information for clinicians, all of which links in to recall searches for us to send out invitations to patients.  This will streamline the way that we recall our patients and make sure that everything gets done with minimal of visits to the surgery, as well as highlighting things that we could have otherwise missed.  As one of the members of the reception team we would suggest that you watch this video so that you can understand the various features this toolset brings and the changes to your working practice that are required (these are minimal - promise!).   It is 5 minutes long and if we are to undertake this work successfully then it is important that everybody involved in the project is well informed as to how the system works - so we'd ask you to make the time to watch it in full.  The link is:  https://vimeo.com/420627740

Thanks
**INSERT YOUR NAME**
Suggested email for team members running the searches:                                                                                                                                                                                               

Dear **INSERT NAME**
Our practice is implementing the OneRecall system from PrimaryCare IT.  This system involves a number of resources to support us in recalling our patients safely.  Moving to this recall process affects all members of the practice team - there are prompts for reception team members, alerts and information for clinicians, all of which links in to recall searches for us to send out invitations to patients.  This will streamline the way that we recall our patients and make sure that everything gets done with minimal of visits to the surgery, as well as highlighting things that we could have otherwise missed.  As one of the members of the team responsible for running the searches that underpin this system, we need you to watch this video so that you can understand the various features this toolset brings and the changes to your working practice that are required (these are minimal - promise!).   It is only 8 minutes long and if we are to undertake this work successfully then it is important that everybody involved in the project is well informed as to how the system works - so we'd ask you to make the time to watch it in full.  The link is:  https://vimeo.com/420592011

Thanks
**INSERT YOUR NAME**

Suggested email for team members sending the recalls:                                                                                                                                                                                                      
Dear **INSERT NAME**
Our practice is implementing the OneRecall system from PrimaryCare IT.  This system involves a number of resources to support us in recalling our patients safely.  Moving to this recall process affects all members of the practice team - there are prompts for reception team members, alerts and information for clinicians, all of which links in to recall searches for us to send out invitations to patients.  This will streamline the way that we recall our patients and make sure that everything gets done with minimal of visits to the surgery, as well as highlighting things that we could have otherwise missed.  As one of the members of the team responsible for sending out the recalls that underpin this system, we need you to watch this video so that you can understand the various features this toolset brings and the changes to your working practice that are required (these are minimal - promise!).   It is only 8 minutes long and if we are to undertake this work successfully then it is important that everybody involved in the project is well informed as to how the system works - so we'd ask you to make the time to watch it in full.  The link is:  https://vimeo.com/420593817

Thanks
**INSERT YOUR NAME**

Week 3

Meet with management team, discuss any concerns or feedback from your teams, raise a ticket here  if you need assistance from PrimaryCare IT. 

Your OneResults and OneMonitoring tools will be turned on during this week, please email theteam@primarycareit.co.uk and ask for OneRecall to be activated, stating your site number (EMIS organisation ID).

Week 4

This should be your starting week - so ensure that the team members who are sending recalls understand their job and what needs to happen                                           

All tools will now be set live on your system and the recall process begins!                                                                                                                                                              

Overarching resources:

Complete guide and documentation (click to download PDF)

OneResults, OneMonitoring and OneRecall Video:


OneRecall - Searches and reports


OneRecall - sending the results


OneRecall - Reception guide


OneRecall - reception guide (with more technical detail - for reception manager)


OneRecall for clinicians


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