Policy – Recall and reminder system of a General Practice

A recall and reminder system is an organisational and a national policy as well as a common law duty for general practitioners (GP) developed by the Royal Australian Collage of General Practitioners (RACGP), as part of the standards used to accredite General practices (GP). A GP however can choose not to become accreditated and therefore does not have to implement such a policy,

What is known as standards were first developed as a way for Australian GP’s to have an effective and efficient, safe way of practicing.  “The RACGP is responsible for maintainstandards for quality clinical practice, education and training, and research in Australian General Practice”  (www.racgp.org.au).

The RACGP has been responsible for developing thestandards for accreditation of Australian GP’s (AGPAL).  A GP can choose to become accredited.  This means they choose to meet the required standards to ensure a safe high quality health care and continuous improvement of those health care services (AGPAL).

The recall and reminder system is set in place to allow the GP to follow up patients test results and other clinical correspondence and any screening tests or tests recommended in the future such as a 3 monthly blood tests for a diabetic patient.  In the past there has been legal cases resulting in the GP being found guilty, one example is ---

The policy is designed to provide “ continuity of care an increase in patient involvement in their health, the ability to increase practice income, better management of chronic conditions therefore leading to reduced acute care and greater preventive care better quality of life for patients” (RFDS).

The policy at this GP follows the RACGP guidelines this practice has also met AGPAL guidelines The recall and reminder policy was implemented in 2007 when the practice was first opened.  The policy was first developed by the RACGP in the early 1990’s (www.racgp.org.au/standards/hx 13/7/2011

For the recall and reminder system the first step is to identify patients that need recalling The recall and reminder system is set in place to allow the GP to follow up patients test results and other clinical correspondence and any screening tests or tests recommended in the future such as a 3 monthly blood tests for a diabetic patient. 

The policy is designed to provide “ continuity of care an increase in patient involvement in their health, the ability to increase practice income, better management of chronic conditions therefore leading to reduced acute care and greater preventive care better quality of life for patients” (RFDS).

The policy at this GP follows the RACGP guidelines this practice has also met AGPAL guidelines

The recall system at this practice is a follow- up system where patients are contacted in order to be able to receive the results of tests and follow up treatments

For the recall and reminder system the first step is to identify patients that need recalling, registering them on the system, tracking outgoing diagnostic tests requests and referrals, ensuring results and referrals arrive back at the practice, recall the patient to receive their results .

The reminder system is a process for providing patients with preventative care, this includes reminders for immunizations, pap smears and care plans

For both recall and reminder systems the practice policy requires a minimum attempt to contact the patient tree times either by phone or mail, the third attempt must be by registered letter by the practice nurse.  If no contact has been made the practice nurse must notify the GP.  There is usually one contact a month, once the three contacts have been made and the GP is aware the recall can be removed.

The aims and objectives of this policy are to ensure that patients receive optimal care and that they are followed up.

At this practice it is the role of the practice nurse to ensure this policy is carried out each month the computer generates a list of patients who are due to be recalled and the reason they are being recalled and the practice nurse is to then go through the list and contact each person, and document in their notes

In order to review and analysis this policy I have reviewed the policy itself, the RACGP, AGPAL and the GP view towards policy making

I chose this policy because it is a big part of my job, it is something that I review almost daily and Ispend a good proportion of time contacting people, there are about 150 to 170 people on the recall list each month, most of those have two and three contacts and a lot of people are moved of the recall list, often they have left town or choose to see another doctor elsewhere without informing us and occasionally choose to ignore the recall and don’t come in to see the doctor.  It becomes very frustrating seeing the same names over and over. On the other hand for the patients with chronic illness who do attend their appointments when they are recalled it is a very rewarding experienceespecially as it improves their health or allows the Doctor to provide appropriate treatment