Ms Andrea Forster1, Ms Kathryn Bailey1, Mr Andrew Hannaford1
1St Vincent's Hospital Melbourne, Australia
Biography:
Andrea Forster, Team Leader of Fairfield Community Rehabilitation Service at St Vincent’s Hospital Melbourne, in conjunction with her job share colleague, lead a multidisciplinary allied health team providing outpatient rehabilitation.
Abstract:
Purpose:
To describe the characteristics of targeted data metrics, collected in our multidisciplinary outpatient rehabilitation service, that has led to improvements in service provision to meet demand and provide high quality care.
Scope:
In our busy outpatient rehabilitation service, demand frequently outstrips capacity for timely care. Whilst addressing demand, we also want to provide a high level of care that is meeting patient needs and proving effective. We have developed a suite of data metrics, obtained through specifically designed reports, and analysed at population level, that has led to service improvement. By analysing grouped data, we can identify bottlenecks early, address staffing needs to match demand across our locations and optimise the patient pathway through our program.
Issue:
Weekly data reports identify waiting lists, time to triage, available appointments and DNA rates. Long stay lists identify patients exceeding usual length of stays. We address demand issues by aligning staffing with need and working with clinicians to address barriers to discharge. Risk assessment audits, security reports and patient no contact reports ensure compliance and safety. Analysis of standardised quality of life and goal setting measures at a program level confirms we are maintaining high quality care. In addition, SMS consumer feedback is sought, ensuring patient experience matches expectations and areas of improvement addressed as they arise.
Outcome:
Analysis of key measures across the patient’s journey, has enhanced patient flow whilst providing effective care. Leaders of outpatient services will benefit from adapting this model to build efficiency within their own programs.