David O’Brien is the Calculating Quality Reporting Service (CQRS) Local Training and Implementation Lead. He who works for the Midlands and Lancashire Commissioning Support Unit (MLCSU), within the CSU Collaborative. David has been involved with the programme since the launch of CQRS Local, developing strong working relationships with commissioning leads. This supports their transition to the claims processing system and helping to set them up with their own localised schemes.
“Building strong working relationships with our clients has been key to the success of CQRS Local. Having a strong connection based on trust, reliability and communication has ultimately helped our clients feel connected, empowered and this has given them confidence in using our system and really made them feel part of this ever-growing programme.”
As the training lead, David acknowledges that both commissioners and primary care teams are realising the benefits of CQRS Local. Prior to enrolling onto the programme, commissioners were facing vast amounts of time-consuming emails to process. These mainly derived from their service providers which contained multiple invoices.
“The key benefits for the commissioner after enrolling, are that they have one system to manage and support these claims, making the tracking of claims far more convenient for them. CQRS Local offers an integrated, seamless system so that they know which practices have signed up to which service in just a couple of clicks rather than having to undergo manual, time consuming lookups.”
The enhanced reporting capability has helped finance teams within integrated care boards (ICBs) to understand which claims have been submitted over a certain period. This has been instrumental for their payment reconciliations. Service providers also have the ability to run reports showing which services they have received payment for.
David is not just involved in getting commissioners and service providers set up onto CQRS Local, but also provides e-Learning. This support takes place as they go live with the system and learn how to use it.
“eLearning has been developed to support the end user with understanding how CQRS Local works; it can be accessed anywhere and at any time and has been designed to be completed to the learner’s own speed. The eLearning is useful for new starters as well as existing system users who require a refresher course.
“There are times when the system user feels more comfortable learning new systems on their own rather than in a group environment which ultimately supports individual learning styles and needs.”
The eLearning modules have been developed to allow end user interaction, using different simulated scenarios in a controlled environment to prepare learners for real situations they’ll face when using the live systems.
“Through effective training techniques, we can enhance the quality of learning, meet the learning style or needs of the learner, improve the efficiency and effectiveness of system knowledge and improve user-accessibility and flexibility to engage learners in the whole learning process.”
The launch of CQRS Local has seen a great number of successes. There has also been greater flexibility in the end-to-end management of claims submission. As well as approval for both the commissioner and the service provider.
“We have received a lot of really positive feedback in that using CQRS Local is so intuitive and requires very little input to return quality output to eliminate the risk of inaccurate claims.”
Looking ahead to the long-term aspirations of the programme, David has a positive outlook because the system is continually developing to meet the needs of its service users. This evolving process builds even stronger working relationships with users of the system.
“CQRS Local has come a long way and is forever evolving, and it is with thanks to all those who have suggested new ideas and system enhancements which has improved efficiency. Since the days of our early adopters, we have now onboarded a further 15 organisations and these numbers will continue to grow with the popularity of the system.”