SUIs are those solely and directly attributable to the Contractor after investigation which have. been formally reported to the Screening

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1 CHECK WITH FINAL CONTRACT SCHEDULE Managed Service KPI Measurement Frequency Target Registration R1. Registration Capitation Reports Registration Capitation Reports to be produced 5 Working Days from the end of the quarter Target 100% within 5 Working Days Min Service Level Date of production of Capitation Report via Exeter. WD 5 WD 8 Note 1. Closure is dependent upon information being forthcoming from neighbouring agencies Note 2. Assumes ABH adopts Clock House/Becketts House process for rejecting invalid GP Links Screening (Cervical) S1. Quality of To perform all screening procedures without causing any Serious service Untoward Incidents as defined within the QA Standards Target is 0 Screening (Cervical) S2. Notification of Result letters to be sent to women within 5 working days of the results receipt of the complete results with correct patient details SUIs are those solely and directly attributable to the Contractor after investigation which have been formally reported to the Screening Commissioning Officer Monthly 0 3 Measured between the date of receipt to date of Monthly printing of letter 95% 80% 95% of letters sent within 5 working days Note - For a subset of the screened population only ie results sent from in-area Primary labs for women registered with in-area GP Practices Note - To be introduced only when the report package has been created Performers List Management P1. Advise outcome of application to the Authority To provide the Authority with complete performers list documentation and recommendations within 5 working days of Measured from time of receipt of complete documentation to the time the documentation and recommendations are sent to the Authority receipt of all satisfactory responses from external parties 90% 60% 90% sent within 5 working days, subject to volumes Note 1. The KPI will not apply where there are less than 10 applications in a quarter. Instead the total will be included in the next quarter. Note 2. Not auditable Steria Limited / 14/09/2011 Page 8 of 12 / Version 1.0

2 Finance F1. Payments To build the BACS payment runs as instructed by the Authority on Measurement based on date of BACS runs for Monthly the agreed date to: GMS, PMS and Drugs payments. The BACS 0 WD 2 WD run to be 2 days before the payment date. - GMS contractors Any payment late - PMS contractors - GMS contractors (Drugs payments) - PMS contractors (Drugs payments) Payment dates and associated Cut-off dates for payment claims to be agreed by the Authority at the start of the Financial Year Target 0 days late. Finance F2. Payments To build the BACS payment runs as instructed by the Authority on Measurement based on date of BACS runs for Monthly the agreed date to: Ophthalmic contractors. The BACS run to be 2 0 WD 2 WD days before the payment date. - Ophthalmic contractors Average days late Payment dates and associated Cut-off dates for payment claims to be agreed by the Authority at the start of the Financial Year Target 0 days late. Finance F3. Advance Notification of Payment To provide notification of amount of payment to the Authority 2 Number of working days between the to Monthly days prior to making the payment the Authority and the payment. Average 0 WD 1 day days late Target 100% 2 working days before payment Finance F4. Childhood Immunisations, to print Childhood Immunisation lists (C1 and FPTPB) Any payment late by the date agreed with the Authority 0 WD 5 WD Target 100% by agreed date Registration, Finance, Performers List Management A1.Quality of service SUIs are those solely and directly attributable to To perform all Registration, Performers List Management and Finance procedures without causing any Serious Untoward the Contractor after investigation which have been formally reported to the Authority Incidents as defined within the Authorities SUI Policy 0 3 Monthly Target is 0 Note The Authority to provide the policy Steria Limited / 14/09/2011 Page 9 of 12 / Version 1.0

3 All Service Lines A2.Delivery of Reports To deliver the reports to the Authority to the schedule defined in Measurement based on date of of softcopy Part X of Schedule K (SEE REPORT WORKSHEET) reports and date of handover of hard-copy 90% 60% reports to Post Room Target 90% delivered on time All Service Lines A3 Improved Client 90% of Telephones calls answered in 15 seconds. Call logging records Monthly 90% 85% All Service Lines A4 Improved Client 90% of telephone calls returned on day of contact if message left prior to 4pm Call logging records Monthly 90% 85% All Service Lines A5 Improved Client 99% of first response to s to be responded to within 48 hours records Monthly 99% 95% All Service Lines A6 Improved Client 99% of s to be fully answered within 10 working days records Monthly 99% 95% All Service Lines A7 Improve Governance and Client engagement 10 monthly client review meetings to be held each calendar year. and minute records Annually 10 7 All Service Lines A8 Improve Governance and Client engagement 4 quarterly work stream review meetings to be held each calendar year. and minute records Annually 4 3 Registration R2 Improved Client 95% of Registration queries to be resolved within 10 working days Query correspondence report Monthly Registration R3 Reduction of <1% of patients removed from GP lists in error Flagged correspondence errors report Monthly <1% <2% Performers list management P2 Reduction of 95% of Performer applications to be completed within twelve weeks of start of application Performers application report Monthly Performers list management P3 Reduction of 100% of requests from PCTs to action removals/suspensions to be Removal requests correspondence report Monthly completed within 2 working days of receipt 100% 95% Steria Limited / 14/09/2011 Page 10 of 12 / Version 1.0

4 Performers list management P4 quantity 95% of all Performers and Contracts database transactions to be Monthly statistics subject to check Monthly completed within three working days of information receipt. Performers list management P5 quality <2% of Performers and Contracts database transactions to be Evidence monthly QC reports Monthly found to be inaccurate during monthly quality checks. <2% <4% Finance F5 Quality <1% of error in calculation of payments made on behalf of the Monthly payments error log Monthly authority <1% <2% Screening (cervical) S3 Reduction of 100% of call letters to be sent to Patients 6 weeks prior to next test Screening correspondence report Monthly due date 100% 95% Steria Limited / 14/09/2011 Page 11 of 12 / Version 1.0

5 Reports Name of Report Frequency Delivery by Method All Service Lines Activity Analysis Report WD 28 of following quarter Registration PISI Summary Annually WD 28 of following quarter Hardcopy RAUD HA/GP Links Audit Percentage of Transactions against each initial validation status (by Practice link code) WD 28 of following quarter Hardcopy OSMR Outstanding Medical Record Count by PCT WD 28 of following quarter Hardcopy OSMR Outstanding Medical Records for GPs WD 28 of following quarter Hardcopy MRST Summary Patient s Charter Statistics WD 28 of following quarter Hardcopy RAUD HA/GP Links Audit Delay Period in Processing Transactions (partitioned by Practice link code) WD 28 of following quarter Hardcopy Subject Access Requests - Provision of Medical Record to GP for review A copy of the Medical Record to be sent to the GP for review within 10 Working Days of the receipt of a valid application form and any requisite fee [Notes: The PCT to be advised of the request where the Practice is no longer operational, within the same timescale. This assumes an underpinning service level with Iron Mountain for record retrieval] WD 28 of following quarter Transfer of clinically urgent Medical Records Despatch of MR on receipt Clinically urgent Medical Record received by the Contractor to be forwarded to the new Practice/Agency on the same working day when informed by 12:00, otherwise the next working day WD 28 of following quarter Finance Journals To make journals available to the Authority within 4 working days of the end of the month. Monthly WD4 of following month Payment recipient satisfaction To provide a quality payment service that processes payments to the satisfaction of the payees expressed as a percentage of formal complaints WD 28 of following quarter Screening CWKL Inadequate Smears by Practice End of following quarter Hardcopy KC53 End of following quarter Hardcopy KC63 (for Breast screening) End of following quarter Hardcopy Prior Notification List - Timeliness Screening Invitation letters - Timeliness Percentage of Prior Notification Lists of patients eligible for cervical screening sent to Practices no more than 12 weeks before the Due Date. Percentage of letters inviting women to make appointments for cervical screening sent 6 weeks before the Due Date. The two reports above are contained in the CEQB report WD 28 of following quarter WD 28 of following quarter Performers List Management Changes to Performers Lists WD 28 of following quarter Commence Application Process To issue documentation to all external parties within 3 working days of receipt of all required and correctly completed application documentation and, where required, the application fee WD 28 of following quarter Stolen Prescription Alert To send letter with notification of a stolen prescription to all PCTs and pharmacies in the area and all local police stations. Letters to be sent on same working day when informed by 12:00, otherwise the next working day WD 28 of following quarter Steria Limited / 14/09/2011 Page 12 of 12 / Version 1.0

KPI Report November Family Health Services. South West Programme Board. NHS Shared Business Services 2013

KPI Report November Family Health Services. South West Programme Board. NHS Shared Business Services 2013 Family Health Services South West Programme Board KPI Report November 2012 Contents 1 OVERVIEW... 3 2 REGISTRATIONS... 4 3 MEDICAL RECORDS... 5 4 CALL & RECALL SCREENING... 6 4.1 BREAST SCREENING... 6