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Future-Proofing Clinical Services: Innovative Approaches for Agile Response & Service Maximization

This initiative led by Jackie Edmond focuses on future-proofing clinical services by implementing innovative responses to workforce issues, maximizing the uptake of sexual and reproductive health technologies, and investing in innovative IT solutions. The approach involves collaboration across services to improve services for Rangatahi Māori. The project includes a National Contact Centre, phone and Skype consultations, and phone advice for health professionals to enhance access and reduce waiting times for appointments. Success is measured by increased Māori client base, positive client feedback, cost-neutrality, shorter waiting times, and renegotiated contracts with the Ministry of Health.

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Future-Proofing Clinical Services: Innovative Approaches for Agile Response & Service Maximization

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  1. Future Proofing Clinical ServicesJackie EdmondChief Executive

  2. Strategic Priorities 2011-15 Innovative responses to workforce issues Future-proof clinic services Agile and responsive to changing environment Maximise uptake of SRH technologies Invest in innovative IT Collaboration across services Improve services for Rangatahi Māori

  3. Where our clinics are:

  4. What are we doing? • National Contact Centre • Phone and Skype consults • Phone advice for health professionals

  5. Why are we doing it? • Improve access • New contraceptive technologies and legislative change • Increased expectations • Long waiting times for appointments

  6. How did we go about it? • Strategic framework • Agreed objectives • Business case • IT strategy to support

  7. What success looks like: • More Māori clients • Client feedback positive! • Cost-neutral • Shorter waiting times for appointments • MoH contract renegotiated

  8. Where are we at now? • Contact centre up and running • Telephone consults being trialled

  9. Leadership Business case Scene-setting Project manager Relationship with MoH

  10. Challenges with staff communication Overly ambitious timeframes

  11. AND…

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