Training and continuous quality improvement (CQI)

NHS Pathways provide an extensive, high quality portfolio of training resources to enable end users to train Health Advisors in the safe and effective use of the system. Delivery of Accredited Trainers’ Module is undertaken by the NHS Pathways team, working closely with end users using a rigorous quality assurance process that ensures all site trainers are delivering to a consistently high standard.

All Health Advisors and in-house clinicians must complete training and pass assessments to a set level before they can use the system in a live environment. Once they start taking live calls, all users must complete further assessments before they can practice independently.

Every member of staff using NHS Pathways has a certain number of their live calls audited, with more frequent audits for staff that:

• are inexperienced
• work infrequently
• fail to maintain mandated basic minimum standards

CQI activity is enhanced with the provision of call levelling sessions, where calls are peer reviewed during a facilitated session between Health Advisors.

NHS Pathways also provides performance related data for end users to use through the Intelligent Data Tool (IDT).

Analysis of this provides the ability to look at:

• call length
• referral patterns
• rates of calls transferred to a clinician
• other factors in respect of individual Health Advisors

This information can generate important markers related to an individual’s practice and performance.