The Health Roundtable

Self Check-in & Electronic Calling System

Presenter: Anna VandenbergAustin

Innovation Poster SessionHRT1215 – Innovation AwardsSydney 11th and 12th Oct 2012

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Key Problem

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Background

• Austin Health Specialist Clinics provide a consultant based health service, incorporating teaching, training, research and minor procedures for non-admitted patients. The services include consultancy to a large range of medical, surgical, nursing and allied health clinics.

• 1346 clinics are held each week, across four locations. • In the 2011-2012 financial year, the Specialist Clinics had

approximately 185,620 attendances.

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Baseline Data

• Patients waiting times (patient survey) – Arrival time, Appointment time, Time called to clinic room, Time consult complete & Time for follow-up appointment

• Riskman reports related to Specialist Clinics Delay-to-treatment complaints Aggressive behaviour reports

• Did Not Wait numbers4

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Baseline Data– Patient Survey Results

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Key Changes Implemented

Self Check-in for patients Arrival time restricted to 30 minutes prior to

appointment time Patients check their own details Patients

- take a ticket or - collect a pager and wait to be called

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Key Changes Implemented• Queue Manager software implementation (pilot)

Clerks update & monitor dashboard Nurses complete their pre-clinic assessment Clinicians call by selecting number which

- displays on screen with room location- pages patient to clinic location

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Outcomes So Far• Hardware - Installation of Self Check-in Kiosks and Queue

Manager software for Electronic Calling in Level 3, Specialist Clinics, Austin Hospital - no queues at reception desk

• Software - Auto-arrival of patient from Queue Manager to Patient Management System

• Communication – Patients self checks in at kiosk and allocated a ticket, which displays on a monitor indicating room to go to. PA system no longer used call patients, resulting in a quieter waiting room

• Data collection - Timestamps in patient journey to inform template scheduling to match demand and supply.

• Change Management - Data analysis and review will inform strategy to improve scheduling and template management

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Lessons Learnt

• Be specific and document all project requirements prior to negotiating & completing your contract

avoid scope creep• Identify opportunities & risks through broad consultation• Engage all consumers to be part of consultation• Have IT rep on working party• Be diligent to ensure that specifications are delivered• Communicate, communicate, communicate

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