Back Office Review Programme Patient Administration Review Liz

Back Office Review Programme: Patient Administration Review Liz Shutler Executive Director of Strategic Development and Capital Planning Mary Tunbridge (Divisional Director CSSD) – Patient Admin Review (booking & reception) Marc Farr (Director of Information) – 18 Week Pathway Reporting (current PAS upgrade) Andy Barker (Director of ICT) –PAS Procurement (new system purchase) November 2014

Programme Design and Approach The programme of work has the overall aim of delivering better experience and access for our patients, whilst ensuring value for money, and improving pathway management information and patient record keeping.

CQC Report – Out Patient Services Some patients reported not having good experience in our Out Patient Services: • Patients are not always in the right clinic first time • Follow up appointments are frequently cancelled • Appointment timelines are not clear with delays in the system • Clinics do not run to time with inconsistent provision of information • Lack of working equipment in some OP services • An unappealing patient environment

Booking and Reception Principles • Implement full booking -New Appointments in all areas. When we started this programme we are at 65% full booking 2012 Direct result of full booking DNA rate 2 years from 7. 7% to 5. 9% (9000 more appointment available) • Triage – Implement a single point of access for all referrals with set timescales 72 hours for triage • Follow Up Appointments – Implement a partial booking process (Opthamology, Cardiology and Thoracic) • Clinic Maintenance – Implement an efficient process for centralised Maintenance ( IT tailored system for users, ) Windip • Reception – Centralised reception service (zones) with self check-in

Progress report • Diagnostic and validation completed November 2014 • Important Trust position - Principles agreed clinically and managerially • New processes designed using Department of Health Tools • Pilot work for clinic maintenance underway (ENT) • Pilot partial booking of follow ups to commence in December • 2014 • Design specialty specific solutions where appropriate • Best Practice Visits –looking at flow design and utilisation of environment • Project support • Continued engagement with staff

Booking and Reception Next Steps Move to operationalise this plan……. . – To support clinical teams to improve triage compliance- with Divisional ownership – Review Pilot and Roll out partial booking – Support Admin team to implement full booking – Review effectiveness of the new clinic maintenance process and roll out as appropriate – Plan and deliver a central reception pilot at Folkestone and Dover Service improvement team to support the change management

18 W Pathways Identifiers Implementation Patient Administration Service Improvement Group (Liz Shutler) Patient Administration Resources Review (Mary Tunbridge) Implementing 18 week Reporting (Marc Farr) PAS Software upgrade (Steve Morris) Pathways Training and Embedding (Cathy Ford) PAS Procurement (Andy Barker) Statutory Reporting (Louise Pallas)

18 W Pathways Identifiers Implementation Benefits realisation • Improved awareness of pathway management • Simpler reporting • Daily PTLs • Real-time reporting transparently Reducing risk • Model Office – Dermatology – Opthalmology – General Surgery • Test environment • De-coupling from roll out of new PAS Timescales for Project Plan • Original proposal for January • New hard stop for March agreed through Steering group • Provides 9 month period before new PAS training begins

PAS and Maternity Replacement Procurement • Full Business case now submitted to SACP for external funding • Oasis (PAS) and Euroking (Maternity) appointed preferred suppliers • No challenge to the process • Contract finalisation is ongoing pending Maidstone and Tunbridge Wells approval • Contract Signature expected February leading to go-live April 2016 Opportunities • Both suppliers have been keen to engage pre-contract • Discussions about how the systems will operate have started • There is significant potential to realise additional benefits Governance • Discussions about joint arrangements with MTW • Potential for a single Programme Manager to ensure a coordinated approach