Specialist CASE STUDY: Improvements at the Royal Victorian Eye & Ear Hospital
-
Upload
informa-australia -
Category
Health & Medicine
-
view
402 -
download
1
description
Transcript of Specialist CASE STUDY: Improvements at the Royal Victorian Eye & Ear Hospital
Date
Short subtitle heading
Presenter name / Presenter title Date
Short subtitle heading
Date
Surgical Assessment Centre (SAC)
Jane Habgood
We are a teaching and research hospital specialising in Eye, Ear, Nose and Throat surgery
Founded 1863 – More than 140 years continuous service to the Victorian community
One of about thirty hospitals world-wide devoted exclusively to diseases of the eye, ear, nose and throat
Our History
One of fifteen Metropolitan Health Services
Provide State-wide specialist Health Services
A busy hospital providing elective & emergency
services
• 46,000 Emergency Department attendances
• 13,500 Operations
• 175,000 Outpatient appointments
Our Services
Hospital Layout
Operating Theatre Suite & SPC
Day Surgery
Short Stay Care Centre
Pre-admission
Medihotel
Ward 8 / Bed Management
Admissions GF
3rd
4th
6th
7th
8th
Basement
Entrance
Smorgon Family
Wing Peter Howson Wing
ENT outpatient
General eye outpatient
Special eye outpatient
SAC
3rd
GF
1st
5th
Surgical Bookings
With redevelopment of ED the SAC process was
reviewed.
A Project Team mapped the current SAC patient flow
& process.
The aim was to develop a patient centred care
approach that would reduce delays at all stages of
the process.
Better understanding of patient flow, bottlenecks and
constraints allowed a new surgical assessment
process to be implemented.
Background
Check consents are complete.
Check Health Questionnaire complete.
Identify which pre-admission clinic the patient attends
Send Category 1 patients to pre-admission clinic
Give Category 2 patients pre-admission appointments
Explain waiting times for all categories
Previous Role of SAC Nurse
Surgical Assessment Centre (SAC)
Increased appointment time due the
patient having to attend SAC
Disadvantages
Location and staffing
Patients reading or taking their
Medical History home
Outpatients SAC Home
Outpatients SAC Pre-Admission
Home
Patient Journey
Streamline process of patient referral for surgery
Improve patient experience using a more patient
centred approach
Reduce risk of patient reading or taking their
Medical History home
Reduce appointment times
Project Aims
Changes
checks consents are completed
gives Health Questionnaire to complete and post back &
stamps consent to confirm it was given
sends Cat. 1 patients direct to Pre-Admission
sends Medical History to Surgical Bookings
Outpatients Clerk
Surgical Bookings.
Registers patient on the waiting list
sends Medical History to triage Nurse in Pre-Admission
Triage (SAC) Nurse in Pre-Admission Dept.
checks and files the returned Health Questionnaire
into Medical History
follows up any outstanding Health Questionnaires
allocates Pre-Admission clinics and appointments
for Cat. 2 patients
attends VRU Outpatient clinics and pre-admits any
Cat. 1 patients
Changes
Outcomes
No Metric / KPI Baseline Post Go-Live Evaluation
1 Transfer of Patient Histories
to SBU 2 x daily 2 x daily good
2 % questionnaires returned
within 2 weeks no baseline 85-87% good
3 Number of consents stamped
in OPD no baseline 90% good
4 Histories going to HIS and not
to SBU 0-2 /week 4-5 /week poor
5 Length of combined
appointment time 150 mins 130 mins good
6 % Cat. 1 patients not pre-
admitted on day of consent 0% 0% good
New Patient Journey
Outpatients Home
Outpatients Pre-Ad Home
Cat. 1
All others
Outcomes
Any questions?