Care logistics as an enabler of efficient patient centred care: Results and lessons from early...
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CSC Proprietary and Confidential HINZ 2015 Delia Dent, CSC Care logistics as an enabler of efficient patient centred care: Results and lessons from early adopters
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CSC Proprietary and Confidential
HINZ 2015Delia Dent, CSC
Care logistics as an enabler of efficient patient centred care: Results and lessons from early adopters
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My story
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Patient centred care
+ =
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Patient-centred service of our dreams
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Patient-centred service of our dreamseasy
Or
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Patient-centred service of our dreamsaccurate
Rules based appointment management
With CSC Enterprise SchedulingThe application is the protection
Or
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Patient-centred service of our dreamsbalanced
Or
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Care logistics
• Inspired by logistics methods of 1960’s • Right care, right place and right time• Master schedule • Knowledge and best practice are systematised• CSC’s UltraGenda is a best-of-breed solution
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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
@DeliaDentRoques
CSC Proprietary and Confidential
SURVEY RESULTS
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Why care logistics?
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
0% 10% 20% 30% 40% 50% 60%
0%
0%
10%
10%
15%
15%
20%
25%
25%
25%
30%
55%
@DeliaDentRoques
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Electronic referral management• Used by 17% • 33% plan to do so soon• Benefits
–Improved referral quality– Improved referral triage–Reduced time to treatment–Fewer referrals to the wrong
doctor
@DeliaDentRoques
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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.
@DeliaDentRoques
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Advanced scheduling
Multi-resource appointments
• For complex appointments book theatre, anaesthetist and
surgeon for a procedure
Order set appointments
• To plan a series of appointments book chemotherapy regime
Used by 71% Used by 58%
@DeliaDentRoques
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Patient flow information uses76% of survey respondents report making use of these data
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
0% 10% 20% 30% 40% 50% 60%
10%
10%
10%
30%
40%
50%
@DeliaDentRoques
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Benefits
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
Other (Please specify)
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
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
5%
10%
15%
15%
20%
20%
30%
45%
45%
50%
55%
80%
@DeliaDentRoques
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Improved utilisationImprovement Rate Respondents
3-5% 15%>5% 10%
Note: most respondents were unable to provide an improvement rate from a pre implementation baseline.
@DeliaDentRoques
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Lessons from early adopters• Standardise appointment types • Plan data collection requirements
“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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Humanised IT
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System-wide improvement
Delia [email protected]
@DeliaDentRoques
CSC Proprietary and Confidential
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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
