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Improving Women's Experience of Maternity Outpatient Clinics
Brenda Kelly Lead Midwife
Southern Health & Social Services Trust
NIPEC Annual ConferenceProfessional Standards Enhancing Person-Centred Care
Improving the Women’s Experience
Maternity Outpatient Clinic• The aim was to improve women’s experience
of attending • Antenatal Outpatient Clinic, Daisy Hill Hospital
& • Diabetic, Multidisciplinary Team, Antenatal
Clinic, Craigavon Area Hospital
Introducing Our Quality Improvement Teams
Daisy Hill Team Craigavon Team
Building Quality Improvement Capacity & Capability
• Lean E-Learning – Process Flow Analysis– Standard Operating – Problem Solving
Midwifery and Support Staff Roles and Responsibilities Exercise
• Explore and validate current team roles and responsibilities
• Identify opportunities for improvement• Communication and time bound action plan • Project Management Structure including
Professional Lead and Service Improvement Facilitator
Quality Improvement Tools
Proactive Engagement With Multidisciplinary Team to Drive
Service ImprovementDaisy Hill Team Craigavon Team
Empowering teams to make positive changes
Proactive Engagement With Women to Drive Service Improvement
Proactive Engagement With Women to Drive Service Improvement
Feedback From Women attending Diabetic Antenatal Clinic
COMMENTS MADE BY PATIENTS Negative: Positive:
“Patients can get quite annoyed when others
are taken before them” “I was content with my visit but
it took too long”
Please explain to patients the
long delay in
waiting time
“New patients take up a lot of time…patients that have been attending diabetic clinic for a while have to wait
normally 3 hours for a 5 minute appointment with the doctor and to give
blood to the nurse”
“Considering how busy it is, staff are always really sweet
under pressure”
“Today my appointment duration was much
quicker…”
“I am very pleased
with the service I
receive”
Review and Reorganisation
Low Cost, No Cost Changes
Dedicated Chart Review Area
Station for staff to store Diabetic Clinic Information
A Whiteboard and clock to assist with timings and job allocation
A notes trolley was secured which keeps patients charts tidy and ordered
Room Numbering and Signposting
Improvement in Professional Standards
• Women advised that antenatal clinic areas could be warm – fans placed in waiting areas with a view to installing air conditioning
• To reduce waiting times staff rostering was reviewed to match capacity to demand including available midwifery and obstetric resources
• Increased staff morale and confidence
Impact to Women’s Care and their experience
• Decrease in waiting times at clinics• Improvement in ambience of clinics - better
organised, signage improved, dedicated clinic areas to improve organisation and flow, fans installed to improve comfort for women
• Increased confidence in waiting order through installation of electronic check in system
Conclusion
• In conclusion both women and staff have benefited from the service improvements implemented at the antenatal outpatient clinics in the Southern Health and Social Care Trust
• Increased staff confidence to undertake further service improvement
Recommendations:
• Satisfaction surveys to be repeated bi-annually• Air conditioning to be installed in antenatal
clinic waiting area subject to available funding• Staff ideas and frustrations board exercises to
be undertaken at team meetings or scheduled “Time out for Teams”
• Service demand should inform rostering of staff and clinic template
•
If you have any queries in relation to the Maternity Outpatients
Improvement Projects
Craigavon Hospital Joan Moffett, [email protected] 028 3861 2359Daisy Hill Hospital, [email protected] 028 3083 5000 Ext. 3310
•Improvements at the clinic are ongoing and a work in progress!
