Presentation from NHS Improvement endoscopy workshop held at Ambassadors Hotel, London on 29 January 2013 http://www.improvement.nhs.uk/diagnostics/EndoscopyImprovement/Events.aspx Improving endoscopy admin systems - a trial of direct booking Wendy Mitchell James Paget University Hospitals NHS Foundation Trust

1. Improving Endoscopy
Admin systems
January 2013
Where you come first

2. The Project Team
• Dr Rawya Badreldin – Clinical Lead
• Judy Dron – Nurse Endoscopist/Unit Manager
• Suzanne Riley – Sister, Endoscopy
• Stephen Chalkley – Operational Lead/DDM
• Tracy Rowland – Admin Manager, Endoscopy
• Jo Brown – Bookings Manager
• Wendy Mitchell – Service Manager

3. 18 months ago……
• Routine waiting times over 6 weeks
• Delays in Surveillance (recall) > 6 weeks
• Experienced busy admin team but some
processes outdated
• Delays in booking – paper trail
• High DNA rate – > 7%
• Lack of choice for patients when booking
appointments

4. What we did…
Improvement in wait times & efficiencies
included
Additional weekend waiting list initiatives over a
4-6 week period
Improved management of vacant sessions driven
by Clinical Lead
Process mapping with the admin team identified
duplication and constraints
Reviewed and improved performance data

5. Process Mapping – Endoscopy Referral to Procedure
Jo – Bookings Manager

6. Getting organised – Reception and Booking
• Redesigned daily tasks and routines for the
admin team
• Introduced a new Admin Manager role
• Implemented confirmation process for
procedures
• Introduced opportunity for patients to book a
convenient date directly after their clinic
appointment or to contact the department to
arrange within 24 hours

7. Changes to Reception……
Jean (Receptionist)

8. Designated area to book patients following OPA
Sandra (Coordinator)

9. Making data monitoring easier
• Redesigned PTL formats to simplify and
make them visually easier to monitor
• Changed the process for flagging & validating
surveillance patients and introduced colour
coded alerts

10. Results so far
• Positive response to booking choices
• DNA rate 3-4% for 12 months
• Less stress/backlog on Reception!
• More proactive waiting list management
• Improved detailed information
Next steps…
• Measure satisfaction levels from patients regarding
the bookings system
• JAG Visit!