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OPD Redesign

OPD Redesign. Presenter: LIBBY CARTER Hospital: FALCON. Libby Carter Libby.Carter@health.sa.gov.au - PH: (08) 8222 2720. Orthopaedic Outpatient Journey (non- Patient Focused Booking Clinic). Summary of Current Activity. Current Situation - problems. Management / Staff perspective:

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OPD Redesign

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  1. OPD Redesign Presenter: LIBBY CARTERHospital: FALCON Libby Carter Libby.Carter@health.sa.gov.au - PH: (08) 8222 2720

  2. Orthopaedic Outpatient Journey(non- Patient Focused Booking Clinic)

  3. Summary of Current Activity

  4. Current Situation - problems Management / Staff perspective: • “ Wasted clinic resources - use of clinic time” • “Inefficient appointment systems & procedures” Clinical staff identified that they had an excessive number of new patients that were not attending. This was viewed by the clinical and administrative staff as a waste of staff time and clinic resources. Patient perspective: • “ Let me know the time I will have to wait before my appointment” • “Can you organise the clinics so I don’t have to wait so long in the clinic?” • “Can I have a different appointment time?” Due to the level of invalid referrals waiting list were inflated and there was no accurate measure of anticipated waiting time.

  5. Key strategies / actions / innovations – already successfully implemented

  6. Connecting Patients with Clinics - Patient Focused Booking Aim: Improve access and reduce waiting times through the implementation of Patient Focused Booking Strategy • Clinic Level Service Improvement Teams with High level Executive support • Solutions for Clinic specific issues, according to Clinic priorities. • Staged implementation – Multiple pilots across Hospitals/Clinics of PFB components. • Shared Learning - Spread Resources • Project Coordination • Clinic Service Improvement Team support • IT programming (approx 80hrs) What areas Clinics from four specialties across four metropolitan hospitals.

  7. Patient centered No more “Made appointments” Anticipated Outcomes Improved communication Patients, GP’s Improved Clinic utilisation/Throughput Clinic management Attendance Reduced waiting Access Connecting Patients with Clinics – Patient Focused Booking (Partial Booking)

  8. Connecting Patients with Clinics – Patient Focused bookingKey Changes • Electronic appointment waiting lists • Decrease time from appointment allocation to attendance to 4-6wks • Appointment waiting list validation • Patient Focussed Booking

  9. Connecting Patients with Clinics Referral Validation - Outcome • DNA Rate 21% to 10% • Waiting List by 25%

  10. Connecting Patients with Clinics-Patient Focused BookingOutcome • Appointment waiting time reduced by 50% • No. Patients waiting for appointments reduced by 30% • Attendance improved by 30% Patient Focused Booking Referral Validation

  11. Connecting Patients with Clinics-Patient Focused Booking Problems • Lack of Outpatient Strategic Direction • Disparate governance/processes/systems/data • hospitals, specialties, clinics. • Engagement of clinic staff Lessons Learnt • Balance strategic and local change • Clinic level action with executive support. • Quick Win & Low Cost - ‘Just Do It’ • Identify clinic issues, develop and implement solutions with and according to clinic priorities to achieve ‘Buy in’ • Communication/Marketing – tell everyone about successes and it will spread.

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