Training for Choose and Book from an Acute Perspective

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Training for Choose and Book from an Acute
Perspective

• Aston Villa November 2006
• Presented by Jacqui Williams

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First Principles what worked for us

• Softened up staff with information sessions.
• One step at a time
• Sell the principle
• Dont complicate issues

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First Principles

• Segment training- one step at a time
• Accept and reject
• Advice and guidance
• Train trainers
• This is booking without a referral letter ouch!

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First Principles

• Adapt for differing learning styles-
• 1/1 and / or group,
• hands on,
• read about it,- simple guides
• sit next to Nelly,
• self learn from net.
• Combination

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-
Not only but also.

• Fundamental change in working practice-
• Used BIB to manage gap
• Clinicians only involved if keen
• Gradually rolled out more tasks to secretaries
• Process change that is facilitated by CAB not the
  other way round

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Lessons Learnt

• Too far in advance- only a few referrals coming
  through on system
• System/LHE not ready at same time so multiple
  systems
• If at first you dont succeed destroy all
  evidence that you tried

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Lessons Learnt

• Pragmatism re methodology
• Where ever possible mimic established system.
• Horses for courses
• Dont court confrontation

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Who did we use?
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What could be better?

• A live test environment the simulation tool is
  sub-standard
• Support information cumbersome as IT capability
  variable.
• Transactional issues not considered
• The army left before the war started

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Some theories to think about

• Plsek Complex adaptive systems
• roughly speaking never underestimate the ability
  of a small cog to cock up a system
• Williams theory of serial unfortunateness
• Roughly speaking is if one thing goes wrong
  anything else that could go wrong does so.
• PDSA
• If first attempt fails dont despair try
  something else
• Adoption of Innovation
• Start with the willing and dont waste effort on
  the frankly obstructive

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What do we want?

• Support back technical and process
• Live testing environment
• Stable system certainty , consistency, not
  worry every time a new release comes out
• Better working relationships with all parties
• no-ones problem
• piggy in the middle.

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