Listening into Action (LiA) Pass it On Event 3rd July 2013 Ophthalmology

1. Listening into Action (LiA)Pass it On Event3rd July 2013Ophthalmology

2. Ophthalmology Team Sponsor Group Members • Group 1 - Sue Pilling (Lead), Carol Morgan, Kirsty Stanger, Linda Mahoney, Dr Madgula, Phil Jones • Group 2 - Sue Pilling (Lead) Leona Mercer, Mrs Awe, Sue Harrison Trust Sponsor Evan Moore Medical Director

3. Our Mission and Aims Group 1 - To reduce DNAs and cancellations to eye theatre Our aim was to link together pre-op assessment, SEAL, TCI and eye theatre to support each other to lower our DNA and unnecessary cancellation rates. Group 2 - To improve the flow for patients through eye clinic Our aim was to look at our working practices, processes, and our department room usages to see how we could create a better flow and experience for our patients.

4. Case for Change What is important to our patients, is important to us. We wish to see our patients having a better experience in Ophthalmology. We are aware our patients deserved a better service. We have around 55,000 patients through our doors each year. Our department was an inheritance, not designed for visually impaired people.

6. Links with Trust Values and Goals P Patients in Ophthalmology at the centre of every decision we make about our service. R Return to excellence. O Ophthalmology services in APH the place to come for the Wirral community. No one can do eye care better. U Uplifting our department, standards, décor, facilities. D Do ourselves and our patients proud.

7. Our Approach Our Big Conversation was held in Eye Clinic on7th March 2013. We had two pieces of work - clinic flow improvement and reduction in DNA’s to eye theatre. 25 staff attended, including TCI Clerks, Doctors, Nurses, Clinic Clerks and Eye Theatre staff. Subsequently, we formed two teams, with 6 High Impact Actions. Our staff had a total of 66 suggestions for improvements.

8. Quick Wins Out of the 66 suggestions, we have had 29 quick wins, some include: • Start testing earlier • Greeter volunteer • Have a ‘medical conditions change’ letter in pre-op • Change listing card, more information • Answer-phone for pre-op nurses

9. 3 High Impact Actions Group 1 – To have TCI Clerks in clinic.To remind patients of their TCI date one week before they were due into theatre.Provision of a ‘listing checklist’ in each clinic room Group 2 – Open second reception desk in Clinic B, re-visit clinic templates, processes and working practices and to trial staff coming earlier or start testing earlier. All the 6 high impact actions have either been achieved or, as in the case of clinic B reception being opened, are in the process of being achieved.

10. Benefits to Patients/Staff/Trust Our patients will have a better experience, they will be in the right place, at the right time, seeing the right person, with minimal movement. Our staff will have a better designed and efficient department that works for, rather than against,us. Our Trust will have a better functioning unit, that sees patients on time in clinic, and a trouble free passage to eye theatre.

12. Measures of Success • We should see a reduction in our DNA and unnecessary cancellations to eye theatre. • We should see a reduction in our complaints. • We should see a rise in compliments from our patients. • We should see a reduction in patient waiting times.

13. Summary and Next Steps We aim to continue our working groups. We will publish to the team, our achievements, and aim to continue involve all our staff. We have looked at our room usage, and are undergoing change. We will have happier patients, and prouder staff.

14. THANK YOU!Any Questions? For further Information on this work please contact Name: Sister Sue Pilling Department: Eye Clinic Ext: 2028/2896 email: susanpilling@nhs.net