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Manchester reduces patient delays

17 July 2013   Lis Evenstad

Royal Manchester Children’s Hospital

Central Manchester NHS Foundation Trust has reduced outpatient clinic delays by implementing a patient flow management system.

The trust has fully automated the check-in process at the Royal Manchester Children’s Hospital using self check-in kiosks and calling screens when patients arrive for their appointments.

Phil Taylor, the trust’s deputy directorate manager, told EHI that the wait to check-in for an outpatient appointment was the number one complaint the hospital used to receive.

“We had one central reception desk with a huge queue. We see 400 patients a day and we were quite concerned about that and received complaints on a daily basis,” he said.

“When a patient arrived, there would be an average waiting time of 20 minutes in the queue, so they would always be late for clinic. Then they would have to join the queue again afterwards to get their follow-up appointment letter.

“Because the clinicians knew people would be late, they would show up late themselves. Notes were missing because the reception didn’t have time to find them on time. It wasn’t good.”

By implementing the system, Central Manchester has significantly reduced clinic waiting times and queues are almost non-existent.

The self check-in kiosks from Intouch with Health, automatically capture the patient data, which is updated directly to the trust’s Clinicom patient administration system from CSC.

As well as the kiosks, the trust has implemented calling screens. The clinicians activate the patient’s name to appear on the screen and call them in from a computer in the clinic room.

Clinicians can also complete an electronic outcome form on the system with a few clicks.

“One of the things we were really keen on was to improve the function of the outcome form. We wanted a mandatory clinic outcome form which we are working towards at the moment,” said Taylor.

The information is automatically updated in the trust’s PAS through an HL7 interface.

The trust is now looking at using more functionalities of the system such as letting patients update their demographic details on the kiosk.

 

 

 


Related Articles:

1 News: Darent Valley kiosks save time and money | 28 November 2011
5 News: Birmingham check-in used by 15 trusts | 18 August 2011
News: UCLH introduces kiosks to cut waits | 1 August 2011
Last updated: 18 July 2013 16:10

© 2013 EHealth Media.


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Intouch 60 weeks ago

Hospital visits are very often much more complicated than visits to GP surgeries. So the hospital patient flow management systems [from check-in to electronic outcome form via calling etc] are naturally more complex to meet this demand. One major London Trust allows patients to leave hospital between their series of appointments [to go shopping etc]. They call the patient back to hospital by the system when appropriate automatically by text. Another will soon be allowing outpatients to book parking spaces online in an outpatients car park. Another is texting clinic delays automatically to relax expected patients striving to find a parking space.


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Congratulations Manchester outpatients

in arduis fidelis 61 weeks ago

So nice to see a Secondary Care organisation finally following Primary Cares lead on a common process to acheive results


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Secondary Care Outpatient Management

MikeSandersIntouch 61 weeks ago

Absolutely, this model was initially designed on the GP solutions. There are major differences of course such as the amount of detail that patients are asked to check and the way that this detail is managed (patients have the opportunity to update demographic and personal demographics directly from the kiosks etc). Also patients are given the opportunity to use these solutions to link to Wayfinding, Portal based and Survey solutions.

Users can view their patient lists, add alerts, send messages to screens, phones and kiosks, update patient demographics, view real time reports, add activities, call patients via calling screens or mobile technology, record electronic outcomes and book follow on appointments directly from a centralised system that links in with the kiosk application back into the host PAS and associated Trust systems.

CertaCitrus is also correct in that these systems do use HL7/NHS standard integration methods however they are also compatible with many other forms of integration methods which allows the solution to be flexible and pull together a number of disparate systems via the same centralised system.


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Pretty standard

CertaCitrus 61 weeks ago

It's not really following primary care.

The links to kiosks in secondary care tend to use open HL7/NHS standards, primary care doesn't as far as I'm aware.


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Pretty standard 2

Daniel Defoe 61 weeks ago

...and such kiosks (from a number of suppliers) are fairly widespread in the acute sector these days, and have been for a few years. Although GPs were, of course, there first...


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From the POV of business processes

in arduis fidelis 61 weeks ago

The coding difference is somewhat irrelevant if its allowing patients to check in automatically thereby aleviating the work load of the receptionists thereby allowing them time for other task they need to do that so often get delayed, whilst reducing the time patients are waiting to book in for their appointments thereby reducing conflict situations, and reducing the chances of incorrectly logging patients as late or DNA'd. Whilst also making calling the patient to the consultants room more efficient and having less impact on the time taken up by fetching the patient or calling reception to ask them to call the patient, etc.......then it is following in Primary Cares footsteps as most GP surgeries have had touch screen check in systems and electronic patient calling systems for a some years now......some even have touch screen health information portal booths that allow patients access to their electronic medical records, Patient information leaflets etc whilst in a Practice waiting room

That said i still say a hearty congratulations to Manchester for some efficient and effective process improvement work


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