Working Together

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Working Together

• Ken Wilson
• Business Manager Air Products Medical
• 5 October 2006

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Topics Covered

• Quality of Service
• HOOF Completion
• Patient Assimilation/Pharmacy Disengagement
• Data and Invoicing
• Performance Management

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Quality of Service

• Significant recent improvements in service
  levels
• Backlog eliminated
• Hospital discharges 96
• 4 hour emergencies 98
• Overall performance 95
• Helpline gt99

• But more still needs to be done!!

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Quality of Service Improvements

• Delivering more cylinders to our patients
• Developing our Call Centre
• Meeting our delivery service levels
• Concentrators eliminating the backlog
• Servicing
• Piping
• Contacting Air Products

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Contacting Air Products
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Quality of Service Improvements

• Delivering more cylinders to our patients
• Developing our Call Centre
• Meeting our delivery service levels
• Concentrators eliminating the backlog
• Servicing
• Piping
• Contacting Air Products
• Handling complaints
• Providing a better Holiday Service
• Planning for Winter and Christmas

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HOOF Completion

• Issue!
• Still having to reject
• 30 35
• of all HOOFs received

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Sample of Rejected HOOFS

• 
  
• Prescription reasons 51
• Other reasons 18
• Both A B 31

82 of rejected HOOFs contain a prescription
error!
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What Needs To Be Done?

• Consistent and well understood HOOF rejection
  criteria
• Air Products working with DH/other suppliers
• Consistent processing of such by Air Products
• Continue to refine the process supported by
  training programmes
• Training on how to complete a HOOF correctly
• We need your support!

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Patient Assimilation

• Air Products serving
• over 51,000 patients nationally and assimilating
  the remaining patients as quickly as we can
• But how do we identify and transfer every
  patient?

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Pharmacy Disengagement To Date

• BOC/AP Cylinders delivered per week
• 31 7 14 21
  28 4 11
• July Aug Aug Aug Aug
  Sep Sep
• 1475 1302 888 1015 440
  480 459
• Pharmacy supply chain decreasing as a matter of
  course
• Some hot spots remain
• Must plan to proactively deal with these
  remaining hot spots

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Pharmacy DisengagementNext Steps

• Suppliers sharing information/working closely
• Detailed planning between Air Products and PCTs
• Clear and consistent communication
• Phased and controlled disengagement
• Need to understand your OOH/contingency plans

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Data Quality

• Completed the correction exercise (where
  possible)
• Next set of patient data has been sent to PCTs
  for checking/correction

• ..its an ongoing refinement process!

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Invoicing Next Steps

• Invoice reconciliation process yet to be
  defined and agreed
• Path forward on emergency billing - yet to be
  defined and agreed
• And many other issues still to be resolved

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Ongoing Performance Management

• How and who do we interface with?
• ..lets agree quickly!

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Working Together
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Thank you