A healthcare logistics approach to achieving consumer ... · Delia Dent, CSC A healthcare logistics...
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CSC Proprietary and Confidential HIC 2015 INTEGRATING CARE Delia Dent, CSC A healthcare logistics approach to achieving consumer centred care: Survey of early adopters in European hospitals
Transcript of A healthcare logistics approach to achieving consumer ... · Delia Dent, CSC A healthcare logistics...
CSC Proprietary and Confidential
HIC 2015INTEGRATING CARE
Delia Dent, CSC
A healthcare logistics approach to
achieving consumer centred care: Survey
of early adopters in European hospitals
2CSC Proprietary and Confidential
August 5, 2015
Waiting….
Delays are often not the result of simple resource limitations, but instead are consequences of flawed scheduling processes and poor use of resources.
Institute of Medicine. Transforming Health Care Scheduling and Access: Getting to Now. Washington, DC: The National Academies Press, 2015.
@DeliaDentRoques
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August 5, 2015
Care logistics pioneers
@DeliaDentRoques
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August 5, 2015
Survey of early adopters
• Surveyed users of CSC’s UltraGenda care logistics software for healthcare resource management
• 58 hospitals in France, Belgium, Switzerland and the UK
• Offered in English and French
• Data collection period 30 June – 20 July 2015
• 33% response rate
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CSC Proprietary and Confidential
SURVEY RESULTS
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Why care logistics?
0%
0%
10%
10%
15%
15%
20%
25%
25%
25%
30%
55%
0% 10% 20% 30% 40% 50% 60%
Clinics running over or under scheduled time
Poor referral process & results
Difficulty considering patient preferences in booking process
To enable patients to self-manage appointments
Inability to use a booking horizon longer than 6-8 weeks
Inability to plan and manage services around the patient
Variable service delivery
Incorrect multi-resource bookings
High admin effort & cost of bookings
Poor resource utilisation and service efficiency
Difficulty managing wait-lists and patient flow
Inefficiency of manual and paper based scheduling
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How early adopters are using care logistics
• Appointment scheduling
• Referral management
• Patient self-bookings
• Advanced scheduling
– Multi-resources appointments
– Order set appointments
• To plan, manage and track care activities
• To monitor, measure and report on activities
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Electronic referral management
• 17% using electronic referral management capability
• 33% plan to do so soon
• Benefits
– Improved referral quality
– Improved referral triage
–Reduced time to treatment
–Fewer referrals to the wrong doctor
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Patient online appointment self-booking
• 11% currently allow patients to book their own appointments
• 33% plan to introduce this option soon
75% of respondents agreed that patient self-booking and appointment management improves patient engagement and satisfaction.
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Advanced scheduling
Multi-resource appointments
• To coordinate resources in multiple schedules for complex appointments
Example: book theatre, anaesthetist and surgeon for procedure
Order set appointments
• To plan a series of appointments that may happen in a single day or over multiple days
Example: book chemotherapy regime
Used by 71% Used by 58%
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Plan, manage and track care activities
Used by 36%
Reported uses:
1. Theatre management
2. Endoscopy suite management
–medical imaging
– functional testing
–dialysis sessions
Pre-op
Anaesthesia
ProcedureRecovery
Arrival
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Patient flow information uses
76% of survey respondents report making use of these data
10%
10%
10%
30%
40%
50%
0% 10% 20% 30% 40% 50% 60%
To monitor theatre utilization
To understand seasonal fluctuations in demand
To plan for future service demand
To generate a patient flow dashboard
To monitor clinic utilization
To produce statutory reports
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Benefits
5%
10%
15%
15%
20%
30%
45%
45%
50%
55%
80%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Reduced variability in service delivery
Improved ability to manage seasonal demand
Improved patient satisfaction and engagement
Improved referral quality and efficiency
Improved ability to provide person/patient centred care
Load balance high demand svcs for greater throughput
Reduced admin effort & cost of bookings
Improved accuracy of complex appointment set bookings
Improved care coordination between depts
Improved patient flow and wait-list management
Improved utilisation and efficiency
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Improved utilisation
Improvement Rate Respondents
3-5% 15%
>5% 10%
Note: most respondents were unable to provide an improvement rate from a pre implementation baseline.
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Lessons from early adopters
• Implement across all departments at the same time if you can
• Carefully plan data collection requirements in advance
• Rethink and standardise appointment types before implementation
“Don’t migrate as is. If you do you will not
gain the benefits of this truly great product.
Take the time to define your services and
your workforce capabilities. Work with
Finance and coding teams to understand
their requirements (which can all be met if
you configure UltraGenda well).”
@DeliaDentRoques
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Care logistics enables patient centred care
Delia Dent
@DeliaDentRoques
CSC Proprietary and Confidential
