Automating Outpatients: Transforming the clinic experience for patients and clinicians Stuart Moore, Director of Strategy

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Automating OutpatientsTransforming the clinic
experience for patients and cliniciansStuart
Moore, Director of Strategy PlanningJulie
Thompson, Assistant Divisional General
Manager Health Insights Manchester, 2 July 2014
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Overview

• The Trust
• How it used to be
• Our self check-in approach
• Benefits and learning points

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The Trust

• Specialist neuroscience trust
• 3.4m population in Merseyside, Cheshire, wider
  NW, north Wales, IoM
• 100m turnover
• 100,000 outpatients per annum

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Before

• Queues
• Delays
• Crowds
• Stressed staff
• Frustrated clinicians

• Why did I have to ask why the clinic was running
  late?
• The whole waiting area was a shambles.
• Patients should be kept informed of any delays
  and the timescales the delay may cause.

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Pathway
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Self check-in options

• Cost
• PAS interface
• Inflexibility

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Self check-in
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(No Transcript)
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New pathway
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Patient display
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Check details
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Clinician display
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Clinic screen
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Nurse display
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Technical solution
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Benefits

• Queues
• Delays
• Crowds
• Stressed staff
• Frustrated clinicians

• Eliminated
• Reduced
• Eliminated
• Eliminated
• Eliminated

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For patients

• No queueing
• Seating
• Informed about delay
• Confidence to get a cup of tea
• Staff available to assist
• Calmer
• Personal service

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For clinic staff

• No longer humping casenotes all day
• More rounded job
• HCAs
• Available to assist clinicians, chaperone etc
• More involved in flow of clinic
• Reception staff
• Able to support patients
• Manage advice line for specialist nurses

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For clinicians

• Informed and able to take control
• Can see how many are waiting and who
• Clinics running to time

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For the clinic manager

• More efficient use of staff
• Better clinic flow
• Management information
• Clinic room utilisation
• Clinic overruns
• Late starts
• Staff morale

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For the IT strategy

• Visibility to all clinical staff
• Tangible product, being used
• Readiness/hunger for further developments
• Use of iPads for patient symptom questionnaires,
  trials recruitment etc
• Can write to EPR from iPad

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Learning points

• Demographics completeness reduced
• Out of order patients
• PAS feed
• Further modifications

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Summary

• Well used
• Transformed outpatients
• Brought all clinicians into IT strategy
• Flexible platform for future
• Total cost of 15,000, funded by regional
  innovation fund grant