It’s time to save! Part 2: Pool resources in real-time

It's time to pool resources and cut just a few clicks.Move work around, not people!

Last week, we discussed how to manage and cut referral costs with a central Crescendo Digital Dictation system. Today, we will focus on yet another big savings area: Pooling Secretarial Resources.

But what does Digital Dictation technology have to do with this? Everything, provided it works in real-time across multiple branches.

Let me explain…

Most Digital Dictation systems today take it easy (and lazy) when it comes to delivering voice files over to various recipients: duplication. Dictations are copied, then dispatched to as many recipients outlined in the process. So there is no way to know what’s going on with Referral # GR4505 because the document in question has turned into several files: which one are we tracking? Good question.
The same goes for overflow work: when asking Practice B to help with overdue transcription jobs, chances are secretaries at Practice A are already working on them, but the system won’t update the status until the completed report is back from its crazy journey. So instead of reducing workload, you’ve just doubled it.

Although such systems claim they work like a charm across multiple branches, it won’t take you more than 5 minutes of your free trial to realise that the words “duplication” and “multi-site” don’t go together well. For a system to work across multiple branches, it needs to be IGSOC compliant AND real-time. Full stop.

When you have a real-time system in place, all dictations are stored on one central server. Files are streamed on demand, to and from the central server directly via the NHS N3 network. While this means instant access for the secretaries, it also means real-time workload visibility for the management staff. Being dictated, dictation complete, routed, being typed, transcription complete, signed off, distributed: you now know what’s going on with Referral # GR4505 since it’s always been right where it belongs on the central server.

It’s odd to realise how few suppliers are able to provide such solutions to CCGs. Ask anyone in the corporate world and they will tell you that real-time management tools have been around for quite a while (a global HR Director catching planes to track work amongst his 1500 employees? That is so 1970…). Yet, here we are: in 2014, in Primary Care, the only supplier fitting the bill is Crescendo. Put all the other systems to the test and none will give you this when rolled out CCG wide:

Real-time visibility over workloads and available resources at any one or all of your surgeries.

You can see what referrals are scheduled to be done, waiting to be typed or being typed. The system will also alert you when predetermined turnaround deadlines are getting near, so that you can resolve potential issues before your targets are missed.

Large GP group practices such as Dr. Hillier & Partners already turned to Crescendo to do just that, as James Buggy, Practice Manager, explains: “From a management point of view, and because the system works in real-time, I can see exactly what referrals are scheduled to be done or outstanding for typing at each of our 4 surgeries, without the need for telephone calls or site visits.”

Ability to adjust workload and pool resources in real-time

Since all your dictations are stored centrally, they can be shared securely with any typing resource at any location connected to the N3. Urgent work can be automatically routed based on referral priority and type, speciality, doctor or branch.

“Should there be an overload at any of the surgeries, we can now move the work to where the required resource is available – instead of secretaries having to travel back and forth between surgeries, which was the case in the past”, Buggy underlines.

The system also alerts you to potential backlogs and approaching deadlines, letting you react immediately: in just a few clicks, you can reallocate work to where the required resource is available – and with the amount of resources you already have at each surgery, you should never have to hire another temp.

Does this mean that each surgery ceases to manage their own referrals? Not at all, and that’s another beauty of it all: having a central, real-time system won’t hinder local ways of doing things, it will simply provide a safe architecture around them while providing instant back-up for urgent and overflow work.

image1Icing on the cake: when you implement such a system CCG wide, you get to leverage group discounts while opening up a headache-free horizon for your IT Administrator.

Want to see for yourself? Feel free to fill in this form and we’ll arrange a demo for you.


The Equalizer

Previous Post: Chapter 1: Reduce Referrals

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CRESCENDO SYSTEMS LIMITED - Unit 1, Fiveways Business Centre, Feltham, TW13 7AQ - UNITED KINGDOM
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