Transcript streamline patient journey

Innovation Poster Session
HRT1215 – Innovation Awards
Sydney
11th and 12th Oct 2012
STREAMLINE PATIENT JOURNEY
Presenter: Deborah Beckinsale
Cancer Services, St George Hospital
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KEY PROBLEM
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Patient Registration Delays
- Delays in Clinic presentation
- Clinicians waiting to see patients
- Patients did not have right information
- Waste of resources chasing information (eg 10 min/pt)
- Revenue - Specialist referral only valid 3 months
- Loss of Revenue
- Language barrier (interpreter)
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Waitlist from 1st clinic appt 14 days to 1st chemo appt 9 days
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Patient information, forms, authority script pad
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Clinician packs variable  need to check
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Drug approval process
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AIM OF THIS INNOVATION
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To streamline patient registration, ensuring accuracy of
patient information
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Reduce the time from patient referral to 1st chemo visit
by 20%
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Maximise revenue
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BASELINE DATA
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Registrations on average take 25mins
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Utilized ARIA by generating reports to capture
minutes/hours lost to gain data
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Revenue Reports to gain data
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Use Quarterly Quality reports to gain data
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KEY CHANGES IMPLEMENTED
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Registration Pack designed with clinician involvement and
sent to Consumer Committee for review and sent to
random 10 patients (Need to review current use of pack)
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Survey Conducted on New versus old patient registration by
surveying patients
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Allocated staff to New patient registration by re-engineering
department
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Redistribution of patients to appropriate location to decrease
patient wait time
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OUTCOMES SO FAR
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Quicker Registrations (were 25 mins and now 7 mins)
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Clinics operating in a more timely manner
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Revenue maximised
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Patients understanding of what is required
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Increase in patient volume by 10-15% using existing
resources
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LESSONS LEARNT and NEXT STEPS
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Change is good
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How to sustain improvements
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Need KPI to measure (use ARIA)
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Incorporate into monthly business meeting
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Staff are educated in changes
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Auditing process for changes implemented
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