What this means for your practice
Review support through service outcomes and agreed definitions. Combine response performance with backlog age, recurrence and the effect of completed improvements.
An example to discuss with your team
Use a sample month with many closed duplicates and one long-running important fault. Check that the report makes the unresolved impact visible.
How to review the arrangement
Ask the supplier to report a sample month containing many closed duplicates and one ageing significant issue. Does the unresolved impact remain visible? Review missed updates, recurring problems and action completion. The meeting should lead to specific improvements rather than only celebrate the number of tickets handled.
Ask what remained difficult for the practice
Use the review to discuss repeated faults, important unresolved work, missed updates and improvements that were meant to reduce problems. A large number of closed tickets can include duplicates or small changes while one significant issue continues to affect staff. Keep that ongoing effect visible.
Agree what each reported measure means and what it excludes. Compare similar periods and note major service changes that affect the workload. Ask the supplier to explain a sample ticket from first report through resolution and any later recurrence. This helps connect the figures with the actual experience of getting support. End the review with a small set of specific actions, owners and a way to check the result. At the next meeting, return to those actions before adding more. The report earns its place when it helps the practice and supplier improve the service, rather than merely recording how busy the support queue was.
How to check the result
Track recurring incidents, ageing priority work and completion of agreed improvements.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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