Miss Jodie Connolly1,2, Dr Kirsten Strudwick1, Dr Matthew Lumchee2
1Bayside Health Service, Metro South Health, Cleveland, Australia, 2Princess Alexandra Hospital, Metro South Health, Woolloongabba, Australia
Abstract:
Background:
Bayside Health Service (BHS) Allied Health Division operates 70 outpatient clinics and provides 45,000 occasions of service per year across multiple facilities. Clinicians and administrative staff previously used paper-based Clinical Encounter Chart (CEC) forms for outpatient appointment management. However, issues with volume, accuracy, efficiency, and cost were identified. In response, a trial of the VOICE (Virtual Outpatient Integrated Communication for E-Health) platform began in select outpatient clinics in July 2024, expanding to all BHS facilities by February 2025.
Aim:
This project aimed to implement and evaluate a staged rollout of the VOICE platform for all Allied Health outpatient clinics within Bayside Health Service.
Method:
Workflows were created for each clinic to capture events such as missed appointments and retrospective scheduling. Clinicians and administrative staff received training and on-site support. Post-rollout, they completed questionnaires assessing satisfaction, enjoyment, and skills gained. Data were analysed using descriptive statistics and thematic analysis. Quantitative outcomes, such as unactioned appointments, were compared pre- and post-VOICE.
Results / Outcome:
Early analysis of the first roll-out demonstrates that VOICE has led to:
– A significant reduction in unactioned appointments over a 3-month timepoint, with 364 unactioned appointments pre-VOICE (July to August 2023) decreasing to 17 post-VOICE (July to August 2024);
– Positive stakeholder feedback, with an average rating of 8.7 (0 negative, 10 positive) for satisfaction, usability, and performance; and
– Identification of enablers for expanding VOICE to other BHS facilities.
The final stage analysis (February 2025) will be completed prior to the conference