Draft UKMI/NHSD Project Outline

Project 1: UKMI National Audit of NHS Direct Nurse Advisor Medicine Calls.

Purpose

To review the calls handled by nurse advisors that involve the use of medicines in order to identify areas for improvement and areas of best practice. The results of the review will then be used to develop a plan to improve the clinical effectiveness and quality of the service with respect to handling medicine calls.

Scope

This audit includes 0845 and OOHs calls. The review will include an evaluation of standards used to handle medicine calls, the appropriateness of the audit tool, use of resources, the use of the new medicines algorithm (V15), how the calls were streamed at front end, referral to UKMI and appropriateness of advice provided.

Process

The lead UKMI pharmacists for NHS Direct will undertake a review of 30 calls for each site identified and agreed with the National Pharmaceutical Advisor and Regional Directors of Nursing. A Minimum of 11 sites will take part in the audit. The audit tool is based on the tool used to audit the medicine calls handled by the AAMW Helpline for 2005. The tool has been agreed with the NHSD Medicines and Pharmacy group in consultation with:

  • NHSD Research and Audit Group
  • Clinical Directorate and Regional Directors of Nursing Forum
  • NA Call review group
  • NHSD National Clinical Governance Lead
  • NHSD Caldicott Guardian

The audit at site will be carried out with a member of staff nominated by the NHSD Clinical Lead available for support and to observe the process. The site may wish for the member of staff to be present for the whole audit.

The audit results from individual sites will be discussed and compared at a “moderating group forum” to ensure consistency of approach.

Moderating Group: Membership to be drawn from UKMI and NHSD staff experienced with NA Call Review and audit.

Reporting

Individual site results will be reported to the NHSD Medicines and Pharmacy Group as the audits are completed and issues raised for clarification or decision dependent on urgency of issues. Site Clinical Leads will be informed of the audit outcome for their site and any recommendations for learning and development.

Final report of national audit to be produced March 2007 and presented to the National Pharmaceutical Advisor, NHSD Clinical Director, NHSD Clinical Governance Lead and Regional Directors of Nursing.

Sites identified for audit 06/07- Phase 1

NHSD Region / NHSD site / UKMI lead
North West / NWC / Jill Rutter
North West / West Midlands / Jane Farris
North East / Newcastle / Paula Russell
North East / Wakefield / UKMI- Leeds
North East / SYSH / Ruth Cheema
Eastern / Beds and Herts / Wynn Pevreal
South Region / Hants IOW / Simon Wills
South Region / TVN / Kelly Broad
South Region / AGW / Alison Alvey
South Region / West Country / Caroline Metters
London / South London / Davina Wraight

If time and resource allow additional sites may participate.

Timescale

The audit tool for Nurse Advisors will be agreed by end of August 2006. [Currently under review with NHSD national groups – see Process].

Anticipated review of calls to take place from September 06 to January 07

Moderating group to meet February 07 to consider final report and agree outcome

Feedback to individual sites to take place within 1 month of each audit to include Clinical Lead for site.

Feedback to Regional Directors of Nursing February – March 07

Final Report with recommendations produced by UKMI March 07

Post review action plan

Action plan for learning and development to be agreed with ETD Forum for implementation 07/08.

Recommendations to be discussed with Clinical Directorate and RDNs Forum to agree next steps.

Prepared 17th July 20061