Administrative procedures
Errors have a tendency to compound themselves, so it is worth taking the time to ensure that essential tasks are carried out carefully (see Box 15). Many complaints arise from simple mistakes that could have been easily avoided.
The most common administrative failures are:
Many complaints arise from simple mistakes that could have been easily avoided
- Failure to pass on important information
- Failure to arrange appointments, investigations or referrals with the appropriate degree of urgency
- Failure to review the results of investigations
- Failure to arrange follow-up and monitoring
- Mislabelling, misfiling and failure to check labels
Develop appropriate systems
In a busy practice, it is easy to dispense with protocols or overlook a crucial administrative procedure in the interests of speed. If your staff are unaware of the rationale for introducing a protocol, they are less likely to adhere to it. The best way to gain their compliance is to involve them in drawing up the protocols in the first place (that way, you also ensure that they are workable from the staff’s point of view).
Carry out an assessment of routine procedures and protocols to identify potential problems, and develop systems for averting them. Particular risk elements are:
If your staff are unaware of the rationale for introducing a protocol, they are less likely to adhere to it
- Telephone use – eg, logging and passing on messages, discussing patient-identifiable information within hearing range of other patients, non-professional staff giving medical advice, documenting telephone advice
- Communicating results of investigations
- Following up missed appointments
- Prescription renewals and reviews
- Maintaining medical records – filing, tracking and security
- Making and following up on referrals
- Keeping relevant people informed about changes in a patient’s condition or circumstances.