How Upgrading to Version 7 has Improved the Patient Experience at

1. How Upgrading to Version 7 has Improved the Patient Experience at Newark Hospital

2. Newark Hospital

3. Pre-October 2008

4. The waiting room was overcrowded and uncomfortable for this and all other concurrent clinics.

5. . Appointments were in control of Out patient clerks The clinical needs of the patient were not always taken into account when changing appointments Patient choice regarding appointment times was restricted DAWN v PAS Appointments changed later by patients were only made on the Hospital system causing time consuming problems when managing the DNA�s on DAWN Clinical needs again not taken into account Patients rarely kept to the appointment times as they realised were not relevant to the clinic management

7. Other Problems Reproducing forgotten yellow books Clinic staff working under turn around pressure had little time to listen to patient problems High risk of transcription error of result or dose Patient experience not always with privacy and dignity Hand written labelling on samples Patient Car parking charges Ambulance patients required managing Patients in wheel chairs Relied on KC4 Interface and a different INR method to that used for routine PT�s and elsewhere in Trust

10. Decision Replace Telepath with DAWN v7 at KMH enabling Newark and any other site to browse to it In House interface developed from our Hospital results system to DAWN �(didn�t use WinPath interface) Newark DAWN v6 data & KMH Telepath data transferred to DAWNv7

11. Taking Control of appointments & Admin. Dawn 7 enabled us to add so many dimensions to our service that we took a complete new look at what we provided and the entire clinic organisation. Main Improvements influencing this: Ability to produce SSTR reports Single sheet therapy records can be printed on either site Dosing support on two sites Automated DNA letter management Other Letter management Use of quick note and coded comments Customisable clinics Ease of use of system � for all staff groups Ease of access to system wherever clinic staff are

12. POST OCTOBER 2008

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15. Improvements for the Newark Patient: Improved the entire patient journey Dedicated �new patient� clinic to view instructional video with counselling followed in a non-hurried atmosphere Reduced impact on patient�s lives by setting up more clinics and offering choice of timed appointment Provided a dedicated Helpline for patients to receive advice and support and make changes (later) More efficient as staff less pressurised in all clinics

16. Improvements for the Newark Patient: improved referral & discharge arrangements as same system on 2 sites Reduced waiting list times for new referrals Improved control of clinic appointments which ensures safer practice.

18. Improvements for the Newark Patient: More secure bar coded sample label Reduced Transcription errors Less pressurised staff are more welcoming Seats available in the waiting area free up 2 consulting rooms in OPD

19. Improvements for the Newark Patient: Most Patients previously requiring ambulance now bled at home by community staff �slow roll out to keep DN teams on our side Establishment of a non-attenders clinic for their specific management. For remaining few ambulance patients requiring clinic attendance by using a DAWN customised Ambulance report we were able to improve information on booking requirements to for the Ambulance service

20. Improvements for the Newark Patient: Defining exact requirements of the patient e.g. deaf/poor communicator for ambulance service to inform their crews. Use of coded comment informing patient an ambulance is booked - reassuring Patient Complaints & calls have diminished Cost reduced

21. Improvements for the Newark Patient:

22. Dedicated Phone line Available for patients to leave non-urgent messages 24 hours per day receives 90 per month Calls returned by appropriate professional Audit 50% of calls appointment changes

25. DEEP VIN THROMBOSIS