A healthcare logistics approach to achieving consumer centred care: - - PowerPoint PPT Presentation

CSC Proprietary and Confidential

HIC 2015

INTEGRATING CARE

Delia Dent, CSC

A healthcare logistics approach to achieving consumer centred care: Survey

• f early adopters in European hospitals

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August 5, 2015

Waiting….

Delays are often not the result

• f simple resource limitations,

but instead are consequences

• f 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

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August 5, 2015

Care logistics pioneers

@DeliaDentRoques

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August 5, 2015

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

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SURVEY RESULTS

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August 5, 2015

Why care logistics?

0% 0% 10% 10% 15% 15% 20% 25% 25% 25% 30% 55% 0% 10% 20% 30% 40% 50% 60%

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

@DeliaDentRoques

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How early adopters are using care logistics

• Appointment scheduling
• Referral management
• Patient self-bookings
• Advanced scheduling

– Multi-resources appointments – Order set appointments

• To plan, manage and track care

activities

• To monitor, measure and report
• n activities

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Electronic referral management

• 17% using electronic referral

management capability

• 33% plan to do so soon
• Benefits

–Improved referral quality –Improved referral triage –Reduced time to treatment –Fewer referrals to the wrong doctor

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August 5, 2015

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.

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August 5, 2015

Advanced scheduling

Multi-resource appointments

• To coordinate resources in multiple

schedules for complex appointments

• Example: book theatre, anaesthetist

and surgeon for procedure Order set appointments

• To plan a series of appointments that

may happen in a single day or over multiple days

• Example: book chemotherapy regime

Used by 71% Used by 58%

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Plan, manage and track care activities

Used by 36% Reported uses:

• 1. Theatre management
• 2. Endoscopy suite management

–medical imaging –functional testing –dialysis sessions

Pre-op Anaesthesia Procedure Recovery Arrival

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Patient flow information uses

76% of survey respondents report making use of these data

10% 10% 10% 30% 40% 50% 0% 10% 20% 30% 40% 50% 60%

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

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Benefits

5% 10% 15% 15% 20% 30% 45% 45% 50% 55% 80% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

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 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

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Improved utilisation

Improvement Rate Respondents

3-5% 15% >5% 10%

Note: most respondents were unable to provide an improvement rate from a pre implementation baseline.

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Lessons from early adopters

• Implement across all departments at the same time if you can
• Carefully plan data collection requirements in advance
• Rethink and standardise appointment types before implementation

“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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Care logistics enables patient centred care

Delia Dent ddent2@csc.com

@DeliaDentRoques

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