caring Communication

opened and sorted, whether it is a new application,
a returned letter, further information
on an existing application or a request
for a review on a failed application. Part of
that team is Damien Mullen, Emma James
and Sharon Craig.
Catherine Kane, Quality Control Manager,
explained that there are monthly meetings
to identify if there are more efficient ways to
handle the throughput of correspondence.
“Staff are very good at suggesting how to
make the system better,” said Catherine.
Three new schemes were introduced at
the NMCU in 2015:
• GP Visit Card Under 6 Scheme
• GP Visit Card Over 70s Scheme
• Eligibility in accordance with the Redress
for Women Resident in Certain Institutions
Act 2015
Despite the huge volume of written correspondence,
there is a move towards streamlined
online services. 98pc of applications
for the Under 6s GP Visit Card and 56pc of
Over 70s were made online.
A user-friendly online registration system
is available for the GP Visit Card Under
6 Scheme and GP Visit Card Over 70s
Scheme. To date, 204,251 children/clients
have registered for the GP Under 6 Scheme
and 47,594 people/clients have registered
for the GP Over 70s Scheme.
“The hope for this year is for a fully
integrated online service where you could
upload any additional information required
for your file. We hope to have it rolled out
towards the end of the year,” said Siobhan.
Emma James looks after the return to
sender letters which have come back to the
team. If clients move address and have not
informed the NMCU, correspondence including
cards may issue to the previous known
address. She explained that they endeavour
to ensure that clients receive their cards
and that addresses are updated.
“Sometimes cards are due to expire and
we do our very best to get a hold of the
relevant person so that is not allowed to
happen. It is important that our database is
kept up to date,” she explained.
Also based on the first floor is the library
where dedicated staff look after the filing
of applications. Some 100,000 folders are
stored on site at any one time. They are kept
in the cabinets there for four months before
being boxed up and brought offsite for longterm
storage.
Once all the applications have been logged
onto the system, they next go to the second
floor to the applications section. It is here
that they are sorted into new applications,
reviews or additional information, overseen
by Kate Halliwell and Ann Smyth.
Since 2011, the National Medical Card Unit
has provided a centralised medical card
assessment and processing service. This
enables:
•A single uniform system of medical card
application processing, replacing the different
systems previously operated through
more than 100 offices across the country
•Streamlined and standardised work processes
•It ultimately ensures a more consistent
and accountable medical card processing
system
TARGETS
Dealing with the new applications are
Olive O’Sullivan and Hugh Glynn, while
another member of the team, Gwen O’Brien,
looks after the additional information and
change in circumstances correspondence.
Jenny Warren processes the missing information.
On average, 2,500 will be review cases and
2,500 will be new cases each week. Close to
40pc of cases will be incomplete and need
additional information. When the additional
information is received, it is scanned onto
the system and attached to that person’s
file.
Kate explained that there are strict guidelines
about the turnaround in processing the
applications, with a 15-day target unless
there is additional information required.
“We look to find the balance of needing to
do everything in a timely fashion and meeting
our targets while not affecting quality or
customer service. We work to ensure that
applications, when complete are processed
within 15 working days. Over 95pc of applications
are processed in 10 to 15 working
spring 2016 | health matters | 15