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Transformation Programme Project Clinic Management

Transformation Programme Project Clinic Management. Mandy Mugridge November 2012. Challenges. Challenges

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Transformation Programme Project Clinic Management

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  1. Transformation Programme Project Clinic Management Mandy Mugridge November 2012

  2. Challenges • Challenges • Outpatient clinics are chaotic and stressful for both patients and staff with long queues and lengthy clinic delays; outpatient growth is at a standstill, patient satisfaction is marginal and staff retention and sickness is at times poor. • Payment by Results is currently being missed due to poor recording and collection of Clinical Outcome Forms and recording of attendance leading to loss of income of YTD Month 6/2010£144100. • Clinics are frequently cancelled and patients rebooked. • Clinic operational performance data is not visible, nor is it easily available, hampering the organisation’s efforts to improve the management of clinics and achieve Referral to Treatment (RTT) objectives.

  3. Key points Purchasing the full complement of the Clinic Management and Self-Service solution will enable the following benefits:- • Service Benefits • Clinical Benefits • Strategic Benefits (Organsiation/Information/IT) • Financial Benefits

  4. Benefits

  5. Benefits • Clinical Benefits • Improved clinical staff experience enabling more focus on patient care • Patients in correct location – reduction of clinical staff searching for patients • Clinicians call patients from consulting room • Health promotion marketing opportunity using Call-Out screens • Improved data capture for clinical outcome recording and reporting via electronic COFs

  6. Benefits • Strategic Benefits (Organisation/Information//IT) • Greatly improved ‘front of house’ image with improved staff and patient experience • Reduced reception queues with self-service check-in process with clear directions to the patient • More private check-in as only the patient accessing the self-service kiosk can view their details • Reception staff able to focus on patients requiring face-to-face check-in and booking of follow-up appointments • Visibility of patient status for each stage of the appointment • Clinic status visible to all - patients informed with the use of Call-Out screens • Improved data quality with better demographic and ethnicity data collection via self-service check-in • Better utilisation of physical space and potential for removal of sub-waiting rooms with the use of call-out screens • Improved patient experience with multi-language system • Easy to use system for both staff and patients with high acceptance rate • Improved updating of demographic information supporting national tracing of patients

  7. Benefits • Financial Benefits= £X(based on evidence gained from PHT other organisations) • Reduce DNAs by further 2 %/approx 40 appointment slots monthly with up to date demographics, ensuring additional income of £40,000K, assuming average tariff of £100 per DNA. • Electronic attendance by patients using self check-in ensuring all outpatient episode is captured reducing current loss income Electronic Clinical Outcome Forms automate input to PAS, reducing validation administrative overhead by 6.5 WTE.

  8. Completed Activities • Technical specification published April 2012 • Invite to tender published May 2012 • Tender evaluations/site visits June-Sept 2012 • Final decisions October 2012 • Ratification report complete and ward recommendations October 2012 • Ratification report signed by Director of finance November 2012

  9. Next steps / phases • Contract awarded November 2012 • Implementation of project Nov 2012 – March 2013 • IPHIS development of PAS interphase Nov 2012 – March 2013 • Staff Training Nov 2012 – March 2013 • Go live End of January 2013

  10. Risks Assessment • The primary risks were assessed for this project with regard to non-purchase of the clinic management system are:- • Risks: • Continual risk of inaccurate RTT due to lack of robust outcome data • Poor clinic management performance data impacting on clarity around start/finish times • Poor use of consultation rooms • Income risk for 12/13 due to new Gp data field requirement. • Continual loss of income due to poor recording of clinic attendance. • Cost of Current Validation function 6.5wte based = £132000 • A full and detailed Risk Register has been developed and managed throughout the project

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