Service Improvement and Change
description
Transcript of Service Improvement and Change
Service Improvement and Change
North West Sector
Service Improvement and Change Team
Welcome
• To introduce the Service Improvement and Change Team (SICT).
• To identify roles and responsibilities of the SICT team in supporting service improvement and change.
• To identify and use, the methodologies, processes and tools that will support service change
Service Improvement and Change Team
• Hilary Bell – Service Redesign Programme ManagerLearning Disability Services, Community Older Peoples Mental Health Services, Sandyford
Services
• Jean Cherry – Change and Development Manager Children's Services and Specialist Children's Services , Health Improvement
• Frances Millar – Senior Organisational Development Adviser District Nursing, Rehabilitation Services, Addiction Services , Allied Health Professionals
• Gail Reid – Sector Planning ManagerOlder People’s In-patients Mental Health Services, Adult Mental Health Services, Primary Care Mental Health
What is Service Improvement and Change?
• Covers a wide spectrum of activity
• Within a team or department
• Across a service, CHP or NHS Board
• Principles to achieve successful Service Improvement and Change same – at all levels
Change / Redesign Processes
• Team Development• Process Mapping• Lean Methodology – Rapid Improvement Events• Value Stream Analysis• Pathways• Releasing Time to Care• Project Management• Spend to Save• Change Management• Action Learning
Redesign / Change can be……….
From changes in the office like moving where a form is kept to make it easier to
locate
Completing a PID to apply for change monies
Board wide changes e.g. DN review
Change following
discussion with service
managers in line with new
policy
As a result of audit /
feedback / staff ideas or
suggestions
Send out appoint. letter
Identify and allocate time, date.Check clinic bookMay require to book interpreter
Note:-No transport available for attending – referrers and patients not aware of this and may expect it for admin staff to have to say no Patients don’t know when next appointment is or will be when leaving clinic Different systems used to generate new and return appointmentsIf notes not available for clinic print off last letters etc
New Patients
Post allocation (source)
Split into memory and
functional patients
PRIORITISE
Consider:-FamilyLikelihood of DNAAge
Memory – send letter nurses see first.Appointment provisionally given to nurse – pencilled into appts book. Nurse confirms appropriate.
EXAMPLE PROCESS
Either put copy of app letter in case notes or write date
of app on referral
Return Patients
Check returns list
(manual system)
Returns pending investigation- check resilts in case notes
Joint
Phone to clarify appoint. if necessary
Copy clinic list and pull
case notes 2
-3 days pre clinic.Check notes.
Phone to remind of appoint.
SolutionsDevelop information sheet to include:-No transport availableProcess of what happens when attending clinic
Potential duplication, difference in practice or change indicated
RTTC - Well Organised Working Environment This…..
To This
What would improve your experience of Service Improvement and Change?
Steps in the Process
• What do you want to improve/change and Why?
• What will be different at the end of the process?
• Who should be involved in this improvement/ change, Who will be impacted by this improvement/change?
• How and When will you make the improvement / change?
Thank you!!!