Table 1

Description of quality improvement project measures

MeasureDetail
Process
 Eligible patients who refused to participate in tele-clinicsPercentage of patients that were eligible for tele-clinic and approached but refused (and reasons why).
 Percentage of patients that did not attendBaseline: percentage of patients that did not attend face-to-face clinics.
Score: percentage of patients that did not attend tele-clinic.
 Blood test result qualityBaseline: percentage of correct blood test results for face-to-face clinics.
Score: percentage of correct blood test results for tele-clinics.
 Blood test result availabilityBaseline: percentage of blood test results available for face-to-face clinics accessed via renal Information Technology system or Trust pathology laboratory system.
Score: percentage of blood test results available for tele-clinics accessed via renal IT or Trust pathology laboratory system.
 Average minutes per consultationBaseline: allocated time for face-to-face consultations
Score: length of tele-clinic consultations (only time spent on the phone).
Outcome
 Patient experienceOverall satisfaction about tele-clinic and proportion of participants who would recommend this to other patients.
 Travel miles saved by patientsAverage miles normally travelled to face-to-face appointments.
 CO2 emissionsMiles travelled to face-to face appointments combined with transport used.
Balancing
 Number of unplanned admissionsPercentage of patients requiring urgent admission within 1 month of tele-clinic. This would potentially measure the safety of tele-clinics and any clinical deterioration that was not picked up during the tele-clinic consultation.
 Cost of serviceTotal cost savings per tele-clinic (reduced tariff balanced by number of patients who did not attend). We negotiated with specialist commissioners a £30 less tariff for tele-clinics compared with face-to-face clinics.
 Inappropriate booking of patients into tele-clinicNumber of patients who are not eligible for tele-clinics or those incorrectly booked into tele-clinics.