A story of Service Enhancement: Our Healthcare Home Journey Mauri - - PowerPoint PPT Presentation
A story of Service Enhancement: Our Healthcare Home Journey Mauri Ora A large general practice with 10,000 domestic and 2,500 international students 10 FTE GPs, 10 FTE Nurses, 19 FTE Counsellors and 9 FTE Support Staff
A story of Service Enhancement: Our Healthcare Home Journey
students
funder representing 40% of the Health Service’ annual income
“A patient centred approach which enables
Improved access to general practice for patients Actively managed care for patients with complex health needs in partnership with our local hospital Facilitated expanded roles and a team based approach within the general practice team Future proofing general practice, fit for the future Valuing patients time and input
GP Triage of same day requests Year of Care and/or Shared Care Plan Patient Portal Lean processes and standardisation Extended hours of service Multi disciplinary Team care Patients involvement in decision making Expanded team – PCPA, Clinical Pharmacists, Nurse Prescribers Improved telephony (not missing requests for care) Community and Specialist Integration Pre-work for planned consultations Off stage space Other options to face to face consult (e.g. telephone) Longer planned appointments Measuring patient experience HCH Implementation plan Urgent and Unplanned care Proactive Care Routine and Preventative Care Business Efficiency & Sustainability
GP Triage of same day requests Year of Care and/or Shared Care Plan Patient Portal Lean processes and standardisation Extended hours of service Multi disciplinary Team care Patients involvement in decision making Expanded team – PCPA, Clinical Pharmacists, Nurse Prescribers Improved telephony (not missing requests for care) Community and Specialist Integration Pre-work for planned consultations Off stage space Other options to face to face consult (e.g. telephone) Longer planned appointments Measuring patient experience HCH Implementation plan Urgent and Unplanned care Proactive Care Routine and Preventative Care Business Efficiency & Sustainability
What we had already started Longer planned appointments especially for mental health Phones off the front desk Developing nurses to the top of their scope Support team morning huddle Off stage space
What we did …………………
Urgent and Unplanned care Proactive Care Routine and Preventative Care Business Efficiency & Sustainability
➢ Focused on our registered patients ➢ Expanded our MDT meetings ➢ Appointment planning for peak times ➢ Tu Tumu Waiora project ➢ Piki Tu Ora project ➢ Stopped seeing casual patients focused on our registered patients ➢ Longer appointment times for complex issues ➢ Telephony Project ➢ Extended Hours ➢ Student participation group ➢ No casual patients ➢ Changed to a nurse led telephone triage service ➢ Develop GP triage ➢ Established nurse led clinics ➢ Developed Nurse Prescribing role ➢ No non urgent walk ins ➢ Communication across the University ➢ Workforce diversity ➢ Telephony Project ➢ Extended Hours ➢ Student participation group ➢ Room standardisation ➢ Team building and resilience work ➢ Supported staff training and development
Nurse led telephone triage service Establish Nurse led clinics GP triage Same day requests Expansion of Nursing Roles Prioritised care for registered patients W
What we are doing now
Extended hours Improved IPIF targets Telephony Project Monthly MDT meetings Morning huddles across all teams Measuring patient experience
2 4 6 8 10 12 14 16 18
Routine Wait Time
1000 2000 3000 4000 5000 6000 7000
Contacts Per Month
A Year of Improvements!
0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% 35.0%
Dropped call rate by Month (%)
consultations
➢ Patient Management System ➢ Youth Health Literacy ➢ DNA’s ➢ Ongoing workforce diversification ➢ Funding permanent positions ➢ Sustained performance