Challenge

Design and setup an Outpatients Transformation Programme to ultimately:

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• Improve the efficiency and utilisation of outpatient clinics; appointment scheduling, space utilisation, Consultant job planning, use of waiting list initiative sessions

• Reducing DNA’s, Patient Cancellations and Hospital Cancellations

• Manage patient demand growth and supporting the 18-week RTT target and the Trust’s CIP targets

• Deliver a longer-term vision to establish the Trust as a market leader and innovator in outpatient services

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Approach

Discovery work including interviews, workshops, demand data gathering, organisational data, and technology mapping. Gather and map services processes and flows and analyse across all outpatient services to understand the impact of current service demand and performance.

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Model the impact of differing scenarios, including change in patient flows, demand and internal service capacity.

 

Ideation scenarios developed, and pilots and proof of concepts commenced as real-life scenario models, to support an overall reduction in Outpatient attendances, including:

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• Enhanced patient reminder SMS system, automated self-check-in, mobile health app development, automated digital patient outcomes

• Use of video calling (Skype) for distance management and reducing general attendances

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Outcome

Digital business cases developed:

• eCase notes / Electronic Document Management (EDM/EPR) system projected to deliver annual financial benefits of approximately £3.5m.

• Digital communications / Hybrid Mail solution delivering annual financial benefits in excess of £800k.

 

Full setup of the new Outpatients Transformation Programme, with recruitment completed to the lead post and the filling of vacant team posts.