15 Sep KPI exception investigations

When there has been a failure to complete a task within the relevant time-frames we have been getting in touch with practices to learn more about the reasons for the service failure. In some cases, there is a reason beyond the control of the practice.

If the reason is due to an inability to access the Sam system or a Sam system ‘lockout’ then we would ask that you follow the recommended processes to report the issue to the Sam helpline and where possible to get an issue number relating to your problem. If this is not forthcoming then some screen shots or details regarding who you spoke with would be very helpful.

We now have to provide detailed reports regarding the reasons behind any service failure and if it is genuinely due to a practice failing to reach the service standards we will be asking the practice what steps it will be taking to ensure that the mistake is not repeated.

If the mistake is beyond the control of the supplier then we will be ensuring all the details form part of the monthly reports and are presented in a different format. Regular system problems will be reported as a collective to APHA in order to try and improve the service.

Investigation of these service exceptions is time consuming and laborious. We will shortly be seeking to recover the costs of investigating the exceptions unless they are for reasons beyond the control of the supplier practice.