Step 10. Review

Any initial enthusiasm is likely to dwindle unless regular reviews are held to update on progress as well as share ideas and successes. Meetings to review progress, lasting no more than an hour, after the first, third and sixth months since launch are valuable to track progress and recognise achievements. The meetings should be structured to include the following:

• Number of patients signed up
• Practice turnover
• Dispensing rates & values compared before and after scheme
• Patient objections and how they have been handled, with suggestions of how they could be overcome in the future
• Any ways to improve administration of Direct Debits, Credit or Debit card mandates or Standing Orders
• Share success stories with examples, highlight what was done well and the results
• Review of rewards and staff incentives, particularly praising and recognising good work
• Are any additional schemes required for specific patient categories or is there a way to accommodate them within the existing arrangements
• Reviewing future targets for KPIs

The best way to operate a professional fees based scheme will vary from practice to practice. One common thing is that it should work best if continually monitored and improved as necessary from time to time.