Case Study
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50%
Reduction in staff time
1 day
Of work saved per recall cycle
Multiple SMS's
Consolidated into one per patient
Ashville Surgery is a GP practice in Manchester, partnered with Suvera for long-term condition management. Wendy Roberts, their Data Quality Lead, manages recalls covering conditions including asthma, diabetes, and other chronic diseases requiring reviews.
"You could spend near enough, probably a whole day on [recalls]. By the time you've done the SMS, the email ones and the letters, printed out the letters and got those ready to be sent out as well, it was pretty much a whole day."
The recall process required nearly a full day to complete each cycle, with two staff members working in shifts.
"It was quite difficult to understand. I had to sit with somebody and they had to show me how to do it, and I couldn't get my head round the dates that you were supposed to do."
The previous system required different searches for each condition, with time frame configurations that were difficult to understand.
"We were always a month behind, so we always seem to miss a month as well... March patients never got called in the right space of time, so we could never get to see them before the year end."
Despite best efforts, the practice consistently ran a month behind schedule.
"If they were having an annual review, they'd get one for asthma and one for diabetes – they'd get two separate messages because they were on different recall lists."
Patients with multiple conditions received separate recall messages for each condition. Messages were generic, simply stating they needed an annual review, not for what.
Ashville Surgery implemented Planner as part of their Suvera partnership. Wendy uses it for recall batches and can personalise messages for individual patients based on their specific needs.
"Now I can just go on for each area each month and just click on them all and recall, so it is a lot easier."
"Steph did the recalls before as well so we'd take it in turns and do half each, whereas now it's down to just me."
What previously took nearly a full day with two people now takes manageable increments with one.
"I like that it does it for the separate areas as well, so it tells the patient what they're coming in for. Because our messages before just said ‘you need an annual review’, not for what."
Patients now receive one clear message listing everything they need to come in for, rather than multiple separate messages.
"You can personalise it as well to that patient. So if I go on a patient, I can see they need something... If it's just a diabetic foot check, I can just ask them to come in for that, or send them the questionnaire for the diabetes, whereas before they would get recalled for a whole diabetic review, which they didn't need."
No longer running a month behind schedule, with patient cohorts now receiving timely recalls.
Wendy's recommendation to other practices?
"Yes, because it is so easy. It makes life so much simpler than having to sit and go through your searches."
Sign up for access here or contact us at partnerships@suvera.co.uk to book a demo and see how Planner can work for your practice.
