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Taming of the Queue

        Ottawa March 2012


Public Accountability Processes
        In New Zealand

           Ray Naden
New Zealand




•4.5 Million people
•Universal Taxpayer-Funded Healthcare + Private
•Strong Social Welfare System
Health Care and the Law
             in New Zealand
   No legal right to health care
   “Human Rights Act”
    - the right to be free from unlawful discrimination
    (eg, by age or disability)
   Human Rights Commission
   Procedural fairness matters.
Health and Disability Commissioner
Patients’ rights

 New Zealand’s Code of Consumer’s Rights
 recognise that patients referred for specialist
 assessment or waiting for surgery are
 entitled to

   reasonable care in
    assessment/treatment

   reasonable information about their
    condition, whether and when they will
    be seen, and options
What do patients want?

   a reasonable level of service.
   to know what is available to me
   to know when I will receive
    treatment.
   to be treated fairly.
New Zealand Government Policy



Fundamental Principles for Access to Publicly
     Funded Elective Services (2000)
      •Reasonable level of service

      •Clarity

      •Timeliness

      •Fairness
Reasonable Level of Service
   Significant targeted investment
        - specific and more flexible
   Overall increase in number of patients treated
   Substantial increase in
       - cataract replacement
       - hip and knee replacement
       - cardiac surgery
       - other
Reasonable Level of Service

   2007/08   118,000 discharges

   2008/9    130,000 discharges

   2009/10   138,000 discharges
Reasonable Level of Service

   Current situation
    - steady increase of 3% per year
   Unintended consequences
    - variable level of service between services -
    - ? increased inequity of access
    - volumes ahead of value
Clarity
Patients know whether or not and when they will
  receive publicly funded elective assessment or
  treatment.
     •Acknowledgement of Request (ESPI 1)
     •Prompt advice on whether they will be seen
     within 6 months (ESPI 1)
     •Certainty of the plan of care (ESPI 4)
            - whether treatment is indicated
           - whether treatment is available within 6 months
     •Written Information to Patient and GP
Timeliness

  Available services are provided within
  specified timeframes



•Health Targets

•Elective Services Performance Indicators (ESPIs)
Emergency                        Cancer
Department   Elective Services   Treatment
< 6 hours    Increased Numbers   < 4 weeks
Health Targets
Cancer
    - % of patients beginning radiotherapy within x weeks



   2008 - 97% within 8 weeks, 65% within 4 weeks

   2010 – 100% within 6 weeks

   2012 – 100% within 4 weeks
Timeliness - Elective Services
    Available elective services are provided within
    specified timeframes

   Patients are advised within 10 days of receipt of request
    for assessment (ESPI 1)
   Where assessment is available, this is provided within 6
    months. (ESPI 2)
   Where treatment is available, this is provided within 6
    months. (ESPI 5)
Fairness


   Prioritisation for access to treatment is based on
    nationally-recognised criteria and processes
    (ESPI 8)

   Patients whose priority score is above the access threshold
    are given certainty of treatment. (ESPI 3)

   Patients are treated in order of priority (……)
Elective Services Performance Indicators ESPIs



                                     Status “Traffic Light”
                                     standardised result
Outcomes                               for comparison
           Measure                       & prioritising
                              Goal
                            Expected




                         Actual result
                                            Trend
                         for the DHB
                                       “Traffic Light”
                          this period - Getting worse
                                       - Static
                                       - Improving
Cross DHB Results: All Services
31/03/02                                                            As at: 31-Mar-02 Service: (All)
(All)


                                          2 Patients wait 3 Patients above 4 Patients waiting
                          1 Referrals                                                         5 Patients waiting 6 Patients waiting 7 Percent contract                                    8 Prioritisation
                                         FSA>6m: 31-Mar- FST not offered    without plan of
                         acknowledged                                                         >6m for treatment >6m for review completion to plan                                            Quality
                                              2002           treatment            care

                          Level     St      Level      St        Level        St              Level     St         Level     St              Level     St          Level    St              Level      St
DHB
Auckland DHB                                   1416         2%
                                                                     239                8%
                                                                                                    5        1%
                                                                                                                       535             4%
                                                                                                                                                 631 57%              62%   0.825259848        29%     0.293991416




Bay of Plenty DHB                              3059      23%                        100%
                                                                                                  115        2%
                                                                                                                        14             1%
                                                                                                                                                3104        66%

                                                                                                                                                                      72%   0.962651411                         0




Canterbury DHB                                 5793      15%                        100%
                                                                                                 5397        39%
                                                                                                                       236             2%
                                                                                                                                                 272        69%

                                                                                                                                                                      70%   0.939146976                         0




Capital and Coast DHB                          3078         7%                      100%
                                                                                                    1        1%
                                                                                                                       462             5%
                                                                                                                                                 424        53%

                                                                                                                                                                      71%   0.948867338                         0




Counties Manukau DHB                           6911      23%                        100%                 100%                      100%                     100%

                                                                                                                                                                      75%   1.006197088                         0




Hawkes Bay DHB                                 3024      24%                        100%
                                                                                                  491        8%
                                                                                                                      1156   #DIV/0!
                                                                                                                                                 319        63%

                                                                                                                                                                      77%   1.023627418                         0




Hutt DHB                                       1103         8%                      100%
                                                                                                  949        31%
                                                                                                                       571             24%
                                                                                                                                                  55        100%

                                                                                                                                                                      76%   1.011101516                         0




Lakes DHB                                       887      10%                        100%
                                                                                                  879        27%
                                                                                                                        26             1%
                                                                                                                                                  19        43%

                                                                                                                                                                      80%   1.072435864                         0




Midcentral DHB                                 2960      13%                        100%
                                                                                                  191        3%
                                                                                                                       390             7%
                                                                                                                                                  11        12%

                                                                                                                                                                      76%   1.019919309                         0




Nelson Marlborough DHB                         2205      12%
                                                                     489                20%
                                                                                                   59        1%
                                                                                                                       312             7%
                                                                                                                                                 518        46%

                                                                                                                                                                      79%   1.059266961        74%     0.741721854




Northland DHB                                  2179      16%                        100%
                                                                                                   83        1%
                                                                                                                       196             4%
                                                                                                                                                1231        62%

                                                                                                                                                                      65%   0.860363046                         0




Otago DHB                                       746         3%                      100%                 100%
                                                                                                                       233             4%
                                                                                                                                                 316        67%

                                                                                                                                                                      79%   1.059220772                         0




South Canterbury DHB                            185         2%                      100%                 100%
                                                                                                                       302             12%
                                                                                                                                                  12        63%

                                                                                                                                                                      78%   1.036487149                         0




Southland DHB                                   688         6%
                                                                     953                44%
                                                                                                 356         10%
                                                                                                                        71             3%
                                                                                                                                                 283        34%

                                                                                                                                                                       2%   0.024478044      139%      1.394557823




Tairawhiti DHB                                 1052      17%                        100%
                                                                                                1001         41%
                                                                                                                       116   #DIV/0!
                                                                                                                                                   2         1%

                                                                                                                                                                      71%   0.945507252                         0




Taranaki DHB                                    351         3%
                                                                     239                8%
                                                                                                 441         10%
                                                                                                                       147             4%
                                                                                                                                                  10        63%

                                                                                                                                                                      81%   1.074255736        94%     0.944444444




Waikato DHB                                    2144         6%
                                                                     324      #DIV/0!
                                                                                                 233         2%
                                                                                                                        44             1%
                                                                                                                                                 173         4%

                                                                                                                                                                      73%   0.975429737        11%     0.111773472




Wairarapa DHB                                  1143      23%                        100%
                                                                                                   5         1%
                                                                                                                        35             3%
                                                                                                                                                   5         1%

                                                                                                                                                                      77%   1.028351369                         0




Waitemata DHB                                  1507         5%                      100%
                                                                                                 156         2%
                                                                                                                       709             12%
                                                                                                                                                 253        100%

                                                                                                                                                                      76%   1.009628968                         0




West Coast DHB                                  639      13%
                                                                         13             2%
                                                                                                  77         5%
                                                                                                                       112             8%
                                                                                                                                                  33        58%

                                                                                                                                                                      84%    1.11755474        63%     0.629032258




Whanganui DHB                                   293         3%                      100%
                                                                                                 118         3%
                                                                                                                       168             7%
                                                                                                                                                  56        82%

                                                                                                                                                                      71%   0.948587075                         0




                                              41363                 2257                       10557                  5835                      7727
Within DHB - Surgical Services
31/03/02                                             Canterbury DHB - period ending: 31-Mar-2002
Canterbury DHB

                                                                                                                                                       7 Percent
                                   2 Patients wait 3 Patients above 4 Patients waiting 5 Patients
                      1 Referrals                                                                 6 Patients waiting                                    contract               8 Prioritisation
                                  FSA>6m: 31-Mar- FST not offered without plan of waiting >6m for
                     acknowledged                                                                  >6m for review                                    completion to                Quality
                                       2002           treatment            care        treatment
                                                                                                                                                          plan
                       Level   St     Level     St        Level       St        Level       St         Level       St        Level       St           Level      St              Level      St
Surgical Service
Cardiothoracic                                       0%                100%
                                                                                        5        1%
                                                                                                               1        1%                    100%

                                                                                                                                                       263%      3.500307395                      0




Dental                                      0        1%                100%                  100%                   100%                      100%

                                                                                                                                                        66%      0.874936898                      0




ENT                                       394        9%                100%
                                                                                  1046           41%
                                                                                                           31           1%                    100%

                                                                                                                                                        72%      0.960498416                      0




General Surgery                                      0%                    0%                100%                   100%                      100%

                                                                                                                                                        67%      0.897247318




Gynaecology                               581     26%                  100%                  100%
                                                                                                                   ##                         100%

                                                                                                                                                        66%      0.875316132                      0




Neurosurgery                               13        2%                    0%
                                                                                   143           41%
                                                                                                            2           1%                    100%

                                                                                                                                                        72%      0.964850616




Ophthalmology                             551     13%                  100%
                                                                                   628           39%
                                                                                                           12           1%                    100%

                                                                                                                                                        79%      1.049087186                      0




Orthopaedics                             1243     41%                  100%
                                                                                  1515           88%
                                                                                                          100           6%                    100%

                                                                                                                                                        61%      0.809931919                      0




Paediatric Surgery                          0        1%                100%                  100%                   100%                      100%

                                                                                                                                                                #VALUE!                           0




Plastics                                  140        5%                100%
                                                                                    598          57%
                                                                                                           24           3%                    100%

                                                                                                                                                         69%     0.919119117                      0




Urology                                   288     19%                      0%
                                                                                    424          35%
                                                                                                           13           1%                    100%

                                                                                                                                                         69%     0.920284248




Vascular                                   27        3%                    0%                    0%                     0%                     0%

                                                                                                                                                                #VALUE!




                                         3237                     0               4359                    183                        0
 Clarity      - targets met
 Timeliness   - targets met
 Fairness     - targets met, but ?
New Investment
            Prioritisation important

“There was no way we could invest in a system
  that was clearly not meeting the ethical
  guidelines set by the Medical Council and the
  Health and Disability Commissioner, let
  alone basic expectations of fairness.”
                                       Hon Pete Hodgson
                                        Minister of Health
                           Media Statement 2 October 2006
New Investment
   $200 million into elective surgery

   Phase 1 (2006) - goal to increase the number
    of NZers who get elective surgery by 10,000
    per annum.

   Phase 2 requires acceptable prioritisation
    and audit process.
“Prioritisation systems should be fair,
systematic, evidence-based and transparent.”




 Health and Disability Commissioner   2006
Office of the Auditor-General
     “Progressin delivering publicly funded
     scheduled services to patients” - June 2011

    “There is also no certainty that the "right" patients are
     always seen or treated in the appropriate order.”

    “I encourage … focus on putting in place systems and
     tools to make sure that the right patients get access to
     services at the right time.”

http://www.oag.govt.nz/2011/scheduled-services
The Media and Politicians
Processes of Public Accountability
   Legal System (the Courts)
   Human Rights Commission
   Health and Disability Commissioner
   Ministry of Health Performance Measures
       - Number of services provided
       - Elective Service Patient Flow Indicators (ESPIs)
       - Health Targets
   Office of Auditor-General
   Politicians
   Media
Conclusions and Reflections

 Explicit patient-oriented goals
 Simple measures drive performance

 Complex System

 Conflicting priorities and pressures
 Considerable progress….
 ? how to continue to improve
 Valuing the patient as an individual
http://www.health.govt.nz
 search on “elective services”

http://www.oag.govt.nz/2011/scheduled-services

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Public Accountability Processes New Zealand

  • 1. Taming of the Queue Ottawa March 2012 Public Accountability Processes In New Zealand Ray Naden
  • 2. New Zealand •4.5 Million people •Universal Taxpayer-Funded Healthcare + Private •Strong Social Welfare System
  • 3. Health Care and the Law in New Zealand  No legal right to health care  “Human Rights Act” - the right to be free from unlawful discrimination (eg, by age or disability)  Human Rights Commission  Procedural fairness matters.
  • 4. Health and Disability Commissioner Patients’ rights New Zealand’s Code of Consumer’s Rights recognise that patients referred for specialist assessment or waiting for surgery are entitled to  reasonable care in assessment/treatment  reasonable information about their condition, whether and when they will be seen, and options
  • 5. What do patients want?  a reasonable level of service.  to know what is available to me  to know when I will receive treatment.  to be treated fairly.
  • 6. New Zealand Government Policy Fundamental Principles for Access to Publicly Funded Elective Services (2000) •Reasonable level of service •Clarity •Timeliness •Fairness
  • 7. Reasonable Level of Service  Significant targeted investment - specific and more flexible  Overall increase in number of patients treated  Substantial increase in - cataract replacement - hip and knee replacement - cardiac surgery - other
  • 8. Reasonable Level of Service  2007/08 118,000 discharges  2008/9 130,000 discharges  2009/10 138,000 discharges
  • 9. Reasonable Level of Service  Current situation - steady increase of 3% per year  Unintended consequences - variable level of service between services - - ? increased inequity of access - volumes ahead of value
  • 10. Clarity Patients know whether or not and when they will receive publicly funded elective assessment or treatment. •Acknowledgement of Request (ESPI 1) •Prompt advice on whether they will be seen within 6 months (ESPI 1) •Certainty of the plan of care (ESPI 4) - whether treatment is indicated - whether treatment is available within 6 months •Written Information to Patient and GP
  • 11. Timeliness Available services are provided within specified timeframes •Health Targets •Elective Services Performance Indicators (ESPIs)
  • 12.
  • 13. Emergency Cancer Department Elective Services Treatment < 6 hours Increased Numbers < 4 weeks
  • 14. Health Targets Cancer - % of patients beginning radiotherapy within x weeks  2008 - 97% within 8 weeks, 65% within 4 weeks  2010 – 100% within 6 weeks  2012 – 100% within 4 weeks
  • 15. Timeliness - Elective Services Available elective services are provided within specified timeframes  Patients are advised within 10 days of receipt of request for assessment (ESPI 1)  Where assessment is available, this is provided within 6 months. (ESPI 2)  Where treatment is available, this is provided within 6 months. (ESPI 5)
  • 16. Fairness  Prioritisation for access to treatment is based on nationally-recognised criteria and processes (ESPI 8)  Patients whose priority score is above the access threshold are given certainty of treatment. (ESPI 3)  Patients are treated in order of priority (……)
  • 17. Elective Services Performance Indicators ESPIs Status “Traffic Light” standardised result Outcomes for comparison Measure & prioritising Goal Expected Actual result Trend for the DHB “Traffic Light” this period - Getting worse - Static - Improving
  • 18. Cross DHB Results: All Services 31/03/02 As at: 31-Mar-02 Service: (All) (All) 2 Patients wait 3 Patients above 4 Patients waiting 1 Referrals 5 Patients waiting 6 Patients waiting 7 Percent contract 8 Prioritisation FSA>6m: 31-Mar- FST not offered without plan of acknowledged >6m for treatment >6m for review completion to plan Quality 2002 treatment care Level St Level St Level St Level St Level St Level St Level St Level St DHB Auckland DHB 1416 2% 239 8% 5 1% 535 4% 631 57% 62% 0.825259848 29% 0.293991416 Bay of Plenty DHB 3059 23% 100% 115 2% 14 1% 3104 66% 72% 0.962651411 0 Canterbury DHB 5793 15% 100% 5397 39% 236 2% 272 69% 70% 0.939146976 0 Capital and Coast DHB 3078 7% 100% 1 1% 462 5% 424 53% 71% 0.948867338 0 Counties Manukau DHB 6911 23% 100% 100% 100% 100% 75% 1.006197088 0 Hawkes Bay DHB 3024 24% 100% 491 8% 1156 #DIV/0! 319 63% 77% 1.023627418 0 Hutt DHB 1103 8% 100% 949 31% 571 24% 55 100% 76% 1.011101516 0 Lakes DHB 887 10% 100% 879 27% 26 1% 19 43% 80% 1.072435864 0 Midcentral DHB 2960 13% 100% 191 3% 390 7% 11 12% 76% 1.019919309 0 Nelson Marlborough DHB 2205 12% 489 20% 59 1% 312 7% 518 46% 79% 1.059266961 74% 0.741721854 Northland DHB 2179 16% 100% 83 1% 196 4% 1231 62% 65% 0.860363046 0 Otago DHB 746 3% 100% 100% 233 4% 316 67% 79% 1.059220772 0 South Canterbury DHB 185 2% 100% 100% 302 12% 12 63% 78% 1.036487149 0 Southland DHB 688 6% 953 44% 356 10% 71 3% 283 34% 2% 0.024478044 139% 1.394557823 Tairawhiti DHB 1052 17% 100% 1001 41% 116 #DIV/0! 2 1% 71% 0.945507252 0 Taranaki DHB 351 3% 239 8% 441 10% 147 4% 10 63% 81% 1.074255736 94% 0.944444444 Waikato DHB 2144 6% 324 #DIV/0! 233 2% 44 1% 173 4% 73% 0.975429737 11% 0.111773472 Wairarapa DHB 1143 23% 100% 5 1% 35 3% 5 1% 77% 1.028351369 0 Waitemata DHB 1507 5% 100% 156 2% 709 12% 253 100% 76% 1.009628968 0 West Coast DHB 639 13% 13 2% 77 5% 112 8% 33 58% 84% 1.11755474 63% 0.629032258 Whanganui DHB 293 3% 100% 118 3% 168 7% 56 82% 71% 0.948587075 0 41363 2257 10557 5835 7727
  • 19. Within DHB - Surgical Services 31/03/02 Canterbury DHB - period ending: 31-Mar-2002 Canterbury DHB 7 Percent 2 Patients wait 3 Patients above 4 Patients waiting 5 Patients 1 Referrals 6 Patients waiting contract 8 Prioritisation FSA>6m: 31-Mar- FST not offered without plan of waiting >6m for acknowledged >6m for review completion to Quality 2002 treatment care treatment plan Level St Level St Level St Level St Level St Level St Level St Level St Surgical Service Cardiothoracic 0% 100% 5 1% 1 1% 100% 263% 3.500307395 0 Dental 0 1% 100% 100% 100% 100% 66% 0.874936898 0 ENT 394 9% 100% 1046 41% 31 1% 100% 72% 0.960498416 0 General Surgery 0% 0% 100% 100% 100% 67% 0.897247318 Gynaecology 581 26% 100% 100% ## 100% 66% 0.875316132 0 Neurosurgery 13 2% 0% 143 41% 2 1% 100% 72% 0.964850616 Ophthalmology 551 13% 100% 628 39% 12 1% 100% 79% 1.049087186 0 Orthopaedics 1243 41% 100% 1515 88% 100 6% 100% 61% 0.809931919 0 Paediatric Surgery 0 1% 100% 100% 100% 100% #VALUE! 0 Plastics 140 5% 100% 598 57% 24 3% 100% 69% 0.919119117 0 Urology 288 19% 0% 424 35% 13 1% 100% 69% 0.920284248 Vascular 27 3% 0% 0% 0% 0% #VALUE! 3237 0 4359 183 0
  • 20.
  • 21.
  • 22.  Clarity - targets met  Timeliness - targets met  Fairness - targets met, but ?
  • 23.
  • 24. New Investment Prioritisation important “There was no way we could invest in a system that was clearly not meeting the ethical guidelines set by the Medical Council and the Health and Disability Commissioner, let alone basic expectations of fairness.” Hon Pete Hodgson Minister of Health Media Statement 2 October 2006
  • 25. New Investment  $200 million into elective surgery  Phase 1 (2006) - goal to increase the number of NZers who get elective surgery by 10,000 per annum.  Phase 2 requires acceptable prioritisation and audit process.
  • 26. “Prioritisation systems should be fair, systematic, evidence-based and transparent.” Health and Disability Commissioner 2006
  • 27. Office of the Auditor-General “Progressin delivering publicly funded scheduled services to patients” - June 2011  “There is also no certainty that the "right" patients are always seen or treated in the appropriate order.”  “I encourage … focus on putting in place systems and tools to make sure that the right patients get access to services at the right time.” http://www.oag.govt.nz/2011/scheduled-services
  • 28. The Media and Politicians
  • 29. Processes of Public Accountability  Legal System (the Courts)  Human Rights Commission  Health and Disability Commissioner  Ministry of Health Performance Measures - Number of services provided - Elective Service Patient Flow Indicators (ESPIs) - Health Targets  Office of Auditor-General  Politicians  Media
  • 30. Conclusions and Reflections  Explicit patient-oriented goals  Simple measures drive performance  Complex System  Conflicting priorities and pressures  Considerable progress….  ? how to continue to improve  Valuing the patient as an individual
  • 31. http://www.health.govt.nz search on “elective services” http://www.oag.govt.nz/2011/scheduled-services