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Measuring to improve management of demand and capacity – how important is it?

Measuring to improve management of demand and capacity – how important is it?. Ruth Glassborow Quality and Efficiency Support Team. DCAQ Quick Revision. Demand in Mental Health services. The amount of time needed to respond to those referrals that chose to use your service.

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Measuring to improve management of demand and capacity – how important is it?

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  1. Measuring to improve management of demand and capacity – how important is it? Ruth Glassborow Quality and Efficiency Support Team

  2. DCAQ Quick Revision

  3. Demand in Mental Health services • The amount of time needed to respond to those referrals that chose to use your service

  4. There are Different Types of Demand Influence and manage the demand for your service by reducing created and failure demand Actual Demand Created Demand Failure Demand Hidden Demand

  5. Capacity How much work you can do in a given time period Not the same as activity – what you actually do

  6. Queue: people waiting to be seen Server Server Server Server Server Server Server Server Queue type A Queue type B

  7. DCAQ Summary Waiting list, queue = what we should have done Demand = All requests for a service = what we should do Capacity = what we could do Activity = what we did

  8. Ideally you want to effectively understand and manage • Demand • Capacity • Activity • Queue

  9. So how important is data to effectively manage demand and capacity?

  10. Its really important but… there is lots you can do without it

  11. DCAQ Work Examples of things you can do without data

  12. Managing DCAQ without data Set specific treatment goals Implement effective caseload management review systems Map your processes and take out un-necessary steps Make effective use of group work Effectively manage sickness Ensure staff appropriately trained so have skills to do work that presents Manage meetings effectively

  13. Managing DCAQ without data Set clear eligibility criteria Implement choice booking Ensure admin staff have full access and booking permission for clinic diaries System in place for un-used appointment slots to be filled quickly Clear DNA and CNA policies Make effective use of telephone contacts Ensure systems to step-up and step-down

  14. Managing DCAQ without data

  15. DCAQ Work Areas where data can help you make improvements

  16. At the most basic level Unless you can measure your demand and you capacity you have no way of showing if there is a mismatch

  17. New to follow/up rates – highlighting opportunities for improvement? Average No of Sessions (Okiishi, 2006)

  18. DNA Rates – highlighting opportunities for improvement?

  19. Activity Audit - highlighting opportunities for improvement? Non Clinical

  20. Clinical outcomes data – highlighting opportunities for improvement? Okiishi et al, 2006

  21. Referral analysis - highlighting opportunities for improvement?

  22. Summary

  23. We recommend You start working your data so you can effectively measure DCAQ but… parallel to this you make sure that you are addressing all of the things you can do without data.

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