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Outpatient KPI Management

Outpatient KPI Management. Bernadette Comitti Clinical Service Director Surgery, Perioperative & Outpatient Services Matiu Bush Patient Services Manager. Alfred Health Outpatient Clinics. 180,000 attendances per annum Clinics located across sites Caulfield Sandringham The Alfred

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Outpatient KPI Management

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  1. Outpatient KPI Management Bernadette Comitti Clinical Service Director Surgery, Perioperative & Outpatient Services Matiu Bush Patient Services Manager

  2. Alfred Health Outpatient Clinics • 180,000 attendances per annum • Clinics located across sites • Caulfield • Sandringham • The Alfred • Mixture of CMBS and VACS clinics • 28 clinic streams under the direction of the Surgery, Perioperative and Ambulatory Services Programme • 3 years ago commenced a process to bring the outpatient referral process in line with our elective surgery process to provide a greater level of transparency

  3. 3 key components required to understand our demand, improve access to services and clinic function Implement consistency in the management of outpatient referrals in line with the management of elective surgery referrals Create a performance monitoring framework by clinic to guide decision making and support the access policy implementation Develop and implement practices that enable streamlined efficient patient management

  4. Realignment of service provision • Create one central location for all referrals into the organisation to be received and managed with consistent practices across various outpatient clinics and between the two work streams (elective surgery and outpatient services)

  5. Reporting framework • The use of the VINAH data definitions allowed the creation of a refined data set for demand and activity reporting by clinic • Demand Data divided into 3 key areas • Referral in • Divided into GP, Emergency and inter-unit referrals • Urgent • Wait time to appointment • Patients seen within 30 days • Non urgent • Wait time to appointment • Wait time to appointment greater than 6 months

  6. Reporting framework • Activity data divided into 5 areas • Activity • Total attendances and failed to attend rate • Rescheduled and cancellations • Hospital and patient initiated postponements • New and review appointments • Total attendances and failed to attend rates • Discharge percentage • Percentage of patients discharged • Review appointments awaiting (unmet demand) • Number and percentage overdue in each category

  7. Organisational Learning's • OUTPATIENT MANAGEMENT • New Policy audit framework • Referral processing timeframes • Appointment timeframes for Urgent and Non urgent referrals • Validating/auditing of appointment queues • GP Discharge communication ELECTIVE SURGERY MANAGEMENT • Policy compliance • Elective surgery request form processing timeframes • Cat 1, 2 and 3 surgery timeframes • Best practice waitlist management • Communication with GP and Pt

  8. Leveraging off existing reporting tools and audit know how.

  9. Informed decision making • Data validation • Accurately measure activity and demand pressures within medical and surgical clinic streams • Identify options for multidisciplinary disease based treatment streaming • Identify trends of performance over time • Identify high performing units within Outpatients

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