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The Health Roundtable Self Check-in & Electronic Calling System Presenter: Anna Vandenberg Austin Innovation Poster Session HRT1215 – Innovation Awards.

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Presentation on theme: "The Health Roundtable Self Check-in & Electronic Calling System Presenter: Anna Vandenberg Austin Innovation Poster Session HRT1215 – Innovation Awards."— Presentation transcript:

1 The Health Roundtable Self Check-in & Electronic Calling System Presenter: Anna Vandenberg Austin Innovation Poster Session HRT1215 – Innovation Awards Sydney 11 th and 12 th Oct 2012 1 1-1b_HRT1215-Session_VANDENBURG_AUSTIN_VIC

2 The Health Roundtable Key Problem Long queues at the reception desk to register a patient for an appointment Consumers concern about the lack of privacy when names were called out over the PA system. Mismatch of appointment times to when clinicians arrived at the clinic Extended waiting times created overflowing, noisy waiting rooms and unhappy patients.  2

3 The Health Roundtable Background Austin Health Specialist Clinics provide a consultant based health service, incorporating teaching, training, research and minor procedures for non-admitted patients. The services include consultancy to a large range of medical, surgical, nursing and allied health clinics. 1346 clinics are held each week, across four locations. In the 2011-2012 financial year, the Specialist Clinics had approximately 185,620 attendances. 3

4 The Health Roundtable Baseline Data Patients waiting times (patient survey) –  Arrival time,  Appointment time,  Time called to clinic room,  Time consult complete &  Time for follow-up appointment Riskman reports related to Specialist Clinics  Delay-to-treatment complaints  Aggressive behaviour reports Did Not Wait numbers 4

5 The Health Roundtable Baseline Data – Patient Survey Results 5

6 The Health Roundtable Key Changes Implemented  Self Check-in for patients  Arrival time restricted to 30 minutes prior to appointment time  Patients check their own details  Patients - take a ticket or - collect a pager and wait to be called 6

7 The Health Roundtable Key Changes Implemented Queue Manager software implementation (pilot)  Clerks update & monitor dashboard  Nurses complete their pre-clinic assessment  Clinicians call by selecting number which - displays on screen with room location - pages patient to clinic location 7

8 The Health Roundtable Outcomes So Far Hardware - Installation of Self Check-in Kiosks and Queue Manager software for Electronic Calling in Level 3, Specialist Clinics, Austin Hospital - no queues at reception desk Software - Auto-arrival of patient from Queue Manager to Patient Management System Communication – Patients self checks in at kiosk and allocated a ticket, which displays on a monitor indicating room to go to. PA system no longer used call patients, resulting in a quieter waiting room Data collection - Timestamps in patient journey to inform template scheduling to match demand and supply. Change Management - Data analysis and review will inform strategy to improve scheduling and template management 8

9 The Health Roundtable Lessons Learnt Be specific and document all project requirements prior to negotiating & completing your contract  avoid scope creep Identify opportunities & risks through broad consultation Engage all consumers to be part of consultation Have IT rep on working party Be diligent to ensure that specifications are delivered Communicate, communicate, communicate 9


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