Chris Hall: Evolving our clinical services - now & next
by Chris Hall, Operations Director (Clinical Services)
I am now nearly a year into my role as Clinical Services Operations Director, the time has flown by, and I have really enjoyed working with my colleagues and case managers alike. A priority for me has been to immerse myself in the case management world and to gain as much feedback as I can from case managers on our services and looking for areas of improvement. I realise I still have a lot of case managers to reach out to and I will continue to do so!
The feedback I have received has focused around making processes more efficient whilst still maintaining the high quality and effectiveness of the service. As a clinician by background, I can appreciate how important it is that your client receives the expert OT services that will make a real difference to their lives. However, that needs to be in combination with efficient processes that save time but still result in a high-quality outcomes.
Some of the improvements I have made to the service are covered below.
Customer Feedback Survey
We have conducted our first customer wide satisfaction survey. Thank you to everyone who completed this.
The great news is that many of you are satisfied or extremely satisfied with our service. Our Customer Satisfaction Score was 88 and Net Promoter score was 75.
In order to build on this, we have also launched a closed case survey at the conclusion of our input with your client. This will give us your immediate feedback and we will aim to publish the results regularly and discuss with you individually as they reflect your personal experiences.
Streamlined referral process
We have minimised the information required in our enquiry and referral process. Our new, easier to use, online referral form has also just been launched to save you time, but also ensure that the right information is captured in our assessments.
Quotations at INA stage
You told us that speed is of the essence when you are looking for assessment quotes for your INA reports. We have responded by providing a clear rate card , so you no longer need to wait for quotes to inform your INA.
What to expect from The OT Practice
You asked for clear and concise information about our assessment and ongoing provision. In the past this has been covered in 2 or 3 different documents that have now been brought together in a single, clear Case Manager guide .
Launch of specialist Neuro OT team
We have the largest network in the UK with 350+ OTs available around the country. I realise this can be daunting when you are searching for the right OT, so we have created a dedicated Neuro OT team with 100+ OTs supported by Paul Cooper (Professional Head of Practice) and 4 dedicated clinical Leads; Lois, Gillian, Laura, and Carlie. We will also be launching dedicated geographical teams covering all OT disciplines to make it easier for you to see which experts are right for you.
These are exciting times at The OT Practice and for OT generally, never have OTs been needed more than now. I hope these service enhancements will make your lives easier and we will be in touch as other changes are rolled out.
If would like a copy of the referral process, rate card or neuro document please contact me on the details below and I would be happy to provide these.
If you are interested in finding out more about how these changes can help your particular organisation or you as an individual case manager – or if you have a great idea yourself to make our service better - please do not hesitate to contact me and feel free to add me as a contact on LinkedIn as well!
Thank you for your continuing support of The OT Practice.
Chris Hall
01256 675028
Chris.H@theotpractice.com
