Improving the Consumer Experience

Fitness, competence and conduct

Philip PigouMarch 2015

Protecting the public – New Zealand

Our vision isProvide leadership to the medical profession and enhance public trust by promoting excellence and openness in medical practice

Our functions include• Promote competence• Ensure ongoing competence• Set standards

Recertification

Council interventions should be targeted to situations where there is an elevated risk, and where the profession and other stakeholders may not be effective at mitigating that risk.

A dual economy – vocational cf general registrants

Concern that general scope doctors were not undertaking similar structured programmes as vocationally registered doctors

Regular Practice Review

• Focus is on quality improvement by helping individual doctors identify areas of improvement and build them into PDP

• A mandatory requirement of the recertification programme for doctors registered in a general scope of practice

• In early stages of evaluation

Attitudes to the review (RPR)A positive experience for participating doctors and reviewers

The [reviewer’s] skill made the experience honest and collegial rather than inquisitorial and adversarial or judgemental. I accepted [reviewer’s] suggestions as being given with my interest and that of my practice at heart (Doctor).

It gave me an opportunity to compare my practice with that of others and to hone my skills and make me a more efficient doctor (Reviewer)

Before your visit, how useful did you think the RPR would be?

0% 20% 40% 60% 80% 100%

3 11 13 12 6

1 Very useful 2 3 4 5 Not at all useful

I would positively recommend RPR to my col-leagues

0% 20% 40% 60% 80% 100%

13 11 10 6 5

1 Strongly Agree 2 3 4 5 Strongly Disagree

I was really anxious about it , but was pleasantly surprised that it was manageable and useful (Doctor).

Attitudes to the review: the doctors

The review process: practice visit

The practice visit was long enough to provide an accurate view of my practice

The practice visit was a positive experience for me

The practice visit caused me to reflect on my own practice

The reviewer demonstrated the appropriate skills to evaluate my practice

0% 20% 40% 60% 80% 100%

15

18

19

19

14

13

13

14

9

10

8

9

6

3

3

2

1

1

2

1

1 Strongly Agree 2 3 4 5 Strongly Disagree

The practice visit is at the centre of the review process

Participating doctorsThe most useful aspects (often for the reviewer and the RPR doctor):• Discussion and reflection

– Some stimulating challenging on my clinical reasoning which was enjoyable

• Constructive criticism– Assessment of aspects not previously considered

• Practical tips– Pointing out some improvements

• Positive reinforcement– …reassurance that there are no problems with the way I practice overall

• Collegial experience– It was an encouraging/positive experience for me

• Understanding– Compassion and comfortable to engage

Questions?