1. Appointments, Bookings and Referrals Patient Access Service Manager
Natasha Lloyd-Lucas
Patient Access Service Manager

2. What we do as a Trust: First outpatients appointments – 70,000
Follow up outpatient appointments – 155,000
Community contacts – 700,000
Therapy appointments – 100,000
Integrated Single Point of Access (i-SPA) – 110,000
Patients waiting for treatment (93.74% within 18 weeks)
No of patients treated on average per month (non emergency)

3. Patient Access Services
18wk Pathway validation team
Outpatient appointment booking
Inpatient appointment booking
2 week wait pathways

4. Referral to Treatment Process... and beyond

5. What we have done in the last 2 years.
Combined teams
Developing of staff skills
Reviewed processes and procedures
Focus on data quality

6. Exercise
Are there any suggestions you have to improve the process that I have just described?

7. Challenges Lorenzo/New systems Printing Rescheduling Validation
Did Not Attends (DNAs)
Patient/Clinic availability
Choose and Book
Managing incoming calls

8. Now and Future…. Netcall New Telephonist roles
Improved tracking of patients
Better communication between our team and specialties.
Synertec
Refining of processes and procedures

9. Exercise
Currently when we contact you about appointments the number is withheld for confidentiality, would you prefer for the number to be shown?

10. Exercise
If you need to reschedule your appointment how would you prefer to do this?
Telephone
Online system
Face to face
Other