Improving Endoscopy Admin systems

January 2013

Where you come first

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

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processes outdated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

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

Process Mapping – Endoscopy Referral to Procedure

Jo – Bookings Manager

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

Changes to Reception……

Jean (Receptionist)

Designated area to book patients following OPA

Sandra (Coordinator)

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

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!