A healthcare logistics approach to achieving consumer centred care: - PowerPoint PPT Presentation

A healthcare logistics approach to achieving consumer centred care: Survey of early adopters in European hospitals HIC 2015 INTEGRATING CARE Delia Dent, CSC CSC Proprietary and Confidential

Waiting…. Delays are often not the result of simple resource limitations, but instead are consequences of flawed scheduling processes and poor use of resources. Institute of Medicine. Transforming Health Care Scheduling and Access: Getting to Now. Washington, DC: The National Academies Press, 2015. CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 2

Care logistics pioneers CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 3

Survey of early adopters • Surveyed users of CSC’s UltraGenda care logistics software for healthcare resource management • 58 hospitals in France, Belgium, Switzerland and the UK • Offered in English and French • Data collection period 30 June – 20 July 2015 • 33% response rate CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 4

SURVEY RESULTS CSC Proprietary and Confidential

Why care logistics? Inefficiency of manual and paper based scheduling 55% Difficulty managing wait-lists and patient flow 30% Poor resource utilisation and service efficiency 25% High admin effort & cost of bookings 25% Incorrect multi-resource bookings 25% Variable service delivery 20% Inability to plan and manage services around the patient 15% Inability to use a booking horizon longer than 6-8 weeks 15% To enable patients to self-manage appointments 10% Difficulty considering patient preferences in booking process 10% Poor referral process & results 0% Clinics running over or under scheduled time 0% 0% 10% 20% 30% 40% 50% 60% CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 6

How early adopters are using care logistics • Appointment scheduling • Referral management • Patient self-bookings • Advanced scheduling – Multi-resources appointments – Order set appointments • To plan, manage and track care activities • To monitor, measure and report on activities CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 7

Electronic referral management • 17% using electronic referral management capability • 33% plan to do so soon • Benefits – Improved referral quality – Improved referral triage – Reduced time to treatment – Fewer referrals to the wrong doctor CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 8

Patient online appointment self-booking • 11% currently allow patients to book their own appointments • 33% plan to introduce this option soon 75% of respondents agreed that patient self-booking and appointment management improves patient engagement and satisfaction. CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 9

Advanced scheduling Multi-resource appointments Order set appointments Used by 71% Used by 58% • To coordinate resources in multiple • To plan a series of appointments that schedules for complex appointments may happen in a single day or over multiple days  Example: book theatre, anaesthetist  Example: book chemotherapy regime and surgeon for procedure CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 10

Plan, manage and track care activities Used by 36% Pre-op Reported uses: 1. Theatre management 2. Endoscopy suite management Arrival Anaesthesia – medical imaging – functional testing – dialysis sessions Recovery Procedure CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 11

Patient flow information uses 76% of survey respondents report making use of these data To produce statutory reports 50% To monitor clinic utilization 40% To generate a patient flow dashboard 30% To plan for future service demand 10% To understand seasonal fluctuations in demand 10% To monitor theatre utilization 10% 0% 10% 20% 30% 40% 50% 60% CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 12

Benefits Improved utilisation and efficiency 80% Improved patient flow and wait-list management 55% Improved care coordination between depts 50% Improved accuracy of complex appointment set bookings 45% Reduced admin effort & cost of bookings 45% Load balance high demand svcs for greater throughput 30% Improved ability to provide person/patient centred care 20% Improved referral quality and efficiency 15% Improved patient satisfaction and engagement 15% Improved ability to manage seasonal demand 10% Reduced variability in service delivery 5% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 13

Improved utilisation Improvement Rate Respondents 3-5% 15% >5% 10% Note : most respondents were unable to provide an improvement rate from a pre implementation baseline. CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 14

Lessons from early adopters • Implement across all departments at the same time if you can • Carefully plan data collection requirements in advance • Rethink and standardise appointment types before implementation “Don’t migrate as is. If you do you will not gain the benefits of this truly great product. Take the time to define your services and your workforce capabilities. Work with Finance and coding teams to understand their requirements (which can all be met if you configure UltraGenda well).” CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 15

Care logistics enables patient centred care Delia Dent ddent2@csc.com CSC Proprietary and Confidential @DeliaDentRoques August 5, 2015 16

CSC Proprietary and Confidential