Specialist clinics access policy implementation forum Sharon Dadson

Specialist clinics access policy implementation forum Sharon Dadson Director, Access and Outpatient Service Governance 22 May 2014

Target processes & baselines Section Process 6. 1 Referral screening 6. 3 & 6. 4 Closure of referrals 6. 6 & 6. 7 Current Baseline Policy Timeframe Within 2 – 7 working days of receipt (status reviewed daily via Qmaster) Within 3 working days of receipt Ad hoc process Within 30 days of requesting further information Within 2 – 7 working days of receipt of referral containing necessary Referral acceptance information / rejection (status reviewed daily via Qmaster) Within 5 working days of receiving referral containing necessary information

Challenges The key challenges include: • Data collection in i. PM for some elements not available • Not all referrals received through Access Unit resulting in incomplete data set • Automated reports currently not available for the target processes

Milestones for target processes June 2014 • New LDDI tab added to i. PM to enable improved data collection July 2014 • Automated reporting implemented October 2014 • Report available for Monash Health Executive December 2014 • Implementation of electronic triage to capture all referrals and to reduce referral turn around time

Action plan Where are the changes taking place Outpatient Services specialist clinics including: • Medical ; Surgical ; Maternity ; Allied Health Who is involved • Medical Programs Heads / Unit Heads • Allied Health • Business Intelligence Unit • i. PM Team • NUMs • DDONs • Director, Performance Monash Sector • Outpatient Service Transformation Project Team • Access Policy Project Officer • Program Operation Managers • Access Manager • Health Information Services • Monash Innovation & Quality Team • Midwifery Coordinator

Action plan continued… What is happening • Reviewed phone enquiry management processes - reduced wait time to 3 minutes • Piloting SMS reminders – reduced DNA rate from 13% to 8% in pilot clinics ______________________________ Transformation project • Review of referral & booking processes & validation of waiting lists • Reviewing model of care for all specialties • Rolling out single point of access • Developing electronic triage system • Correspondence & referral guideline review • Roll out of data collection process in i. PM which assists electronic bulk billing • Established VINAH MDS team

Progress to date • Outpatient Governance Steering Committee • Access policy implementation stakeholder group established • Working groups established • Project team established • High level gap analysis undertaken • Risk analysis currently being undertaken • Promotion of policy across the organisation and with referrers • Evaluation milestones on track