The Wolverton Centre for Sexual Health

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The Wolverton Centre for Sexual Health
IMPROVING PATIENT ACCESS Installing a
computerised Call Centre Check Go
Clinics Presented by Rachel Sands Written by
Lucy Knowles Sarah Quinnen
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The Wolverton Centre for Sexual Health
Background

• Only 1 line available for department direct
  line
• Reoccurring fault on line due to excessive
  demand
• Every call had to be redirected by reception
  team
• Inability to provide useful out of hours
  information
• Complaints received from patients and GPs
• Audit conducted in March 2006 demonstrated that
  during a one week
• period only 52 of calls were answered and
  only 18 needed a receptionist

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The Wolverton Centre for Sexual Health
Procurement

• Medfash Review July 2006 and the DoHs 48 hour
  access target put pressure
• on the Trust to improve telephone access
  funding was agreed
• The Clinic Managers embarked on a project to
  install a computerised Call
• Centre to increase access and to improve
  information available to patients
• The Trusts Outpatient Department had already
  purchased a
• computerised Call Centre system
• We were able to upgrade their software to
  enable us to add
• our Department system plan, keeping costs to
  a minimum
• The software is now shared, with individual
  Department plans, and
• is managed by Sexual Health Main
  Outpatients

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The Wolverton Centre for Sexual Health
The System

• A digital, PC based system - Siemens HiPath
  ProCentre Enterprise, Vers7
• The Clinic Managers
• Wrote designed a complex
• 24 hour system plan
• Worked closely with Siemens
• Engineers to program and
• install system
• Increased volume of external
• telephone lines from 1 to 5
• Wrote recorded the messages
• using software on PC

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The Wolverton Centre for Sexual Health

• The Wolverton Staff
• Received training on the new system
• Were provided with digital handsets
  (those answering calls only)
• Adjusted to a new way of working
  now having to log onto their telephone with a PIN
  number
• In May 2007 the system went live!

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The Wolverton Centre for Sexual Health
Benefit to callers

• Callers now have the ability to select from a
  menu of 5 options
• Listen to recorded information (24 hours a day)
  to include-
• Clinic timetable
• Emergency contraception information
• Tests available, confidentiality what to expect
  at the clinic
• Frequently asked questions
• Address, directions, bus/train routes, parking
  info
• Immediate access to the appropriate member of
  staff (receptionist/nurse/office)
• Ability to queue, rather than get an engaged
  tone if the lines are busy
• If queuing, receive periodic comfort messages

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The Wolverton Centre for Sexual Health
Benefit to Wolverton Centre

• The Clinic Managers manage the system
• daily to-
• Ensure appropriate staff are logged in
• Monitor volume of calls, logging in
• additional staff as required
• Identify any queues in the system
• Ability to produce activity data reports
• Control of information on the system
• with the ability to make immediate changes

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The Wolverton Centre for Sexual Health
The result

• We have increased access and improved the
• information available to our patients
• Reports show that the Department
• is now able to answer on average
• 92 of calls per month
• (52 per week prior to installation)

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Check Go

• Background
• All patients, regardless of symptoms, were
  examined by a Doctor or a Nurse Specialist, and
  then waited for their microscopy results. In
  booked clinics this could take up to 1.5 hours
  and up to 3 hours in walk-in clinics.
• MedFASH review in July 2006 recommended
  nurse-led screening clinics for asymtomatic
  patients to improve patient access

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Check Go

• Development
• A rapid nurse-led Check and Go service
  introduced Feb 2007
• Development of a clinic protocol, a screening
  pathway, patient selection and exclusion criteria
  and guidance for reception staff
• Asymptomatic patients streamlined to check and
  go nurse-led service during GU walk-in clinic
• 2 booked clinics a week for asymptomatic
  patients, offering
• - Blood tests for HIV and Syphilis
• - Testing for Gonorrhoea and Chlamydia
• - TV
• Results provided by text result in 5 working days

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Check Go

• The Result
• Improved flow during walk-in clinics
• Increased patient access (additional 16
  appointments available per week)
• Plan for additional 4 booked clinics (early
  mornings and late afternoon)
• Lessons Learnt
• Clinics not at most appropriate times
  (lunchtimes)
• Increased understanding required by patients and
  non-clinical staff for booking into session