1. Outpatient Journey April 2012

2. Innovations in Outpatient Processes 2008-2012 U book - Patient focused booking One point referrals – eReferrals & scanning Review management of follow ups

3. Outpatient Principles Putting the patient first Clinical staff working at the top of their scope of practice Admin doing Admin Clinical doing Clinical Service by service approach Using existing systems to work smarter Improving Productivity

4. Why Change? Patients not seen in order of priority Patients don’t have a choice A lot of time spent cancelling and rework Unreliable capacity planning

5. Patient Focussed Booking Very simply, Patient Focussed Booking ( PFB) puts patients at the heart of the booking process by engaging them in a dialogue about their appointment. Giving patient a choice of appointment

6. Business Rules SMO leave management 4 – 6 week booking only Managing urgent appointments Separating front desk and back office work for administration staff Paper based trial

7. ubook Referral Ability to generate as many letters as needed Process in order of waiting time and priority Traffic light system Patient Safety Better use of time and resource

8. ubook online booking Patients able to book on line Service by services approach Every service is special www.ubook.huttvalleydhb.org.nz

9. E-referrals & Scanning 70% of E-referrals 30% Paper Two processes –for clinicians triaging referrals One point entry Scanned referrals can be processes the same as e-referrals

10. Why review follow-ups? Clinician left – replacement 6 month delay large amount of follow ups to be booked Realised no standardised process across DHB Unsustainable under old process Review consisted of: Wider clinician engagement Capacity & Demand Templates & Contracts

11. The Gains Reduction in DNA’s and cancellations – reduction in rework Managing the Follow ups/managed our FSA Patient safety Future planning Consultants managing workload 6 week leave management Front desk, back office duties for administration staff

12. What's Next Using some of the principles and IT tools to manage surgical waiting list Flexibility of administration support staff across the hospital

13. “ It is better to have enough ideas for some of them to be wrong than to always be right by having no ideas at all” Edward de Bono