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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.

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service improvement and change

Service Improvement and Change

North West Sector

Service Improvement and Change Team

  • 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
Service Improvement and Change Team
  • Hilary Bell – Service Redesign Programme Manager

Learning 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 Manager

Older People’s In-patients Mental Health Services, Adult Mental Health Services, Primary Care Mental Health

what is service improvement and change
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
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


  • Solutions
  • Develop information sheet to include:-
  • No transport available
  • Process of what happens when attending clinic

Memory – send letter nurses see first.

Appointment provisionally given to nurse – pencilled into appts book. Nurse confirms appropriate.

Split into memory and functionalpatients

Phone to remind of appoint.

Phone to clarify appoint. if necessary

Post allocation (source)

New Patients


Copy clinic list and pull casenotes 2 -3 dayspreclinic.

Check notes.

  • Consider:-
  • Family
  • Likelihood of DNA
  • Age

Either put copy of app letter in case notes or write date of app onreferral

  • Identify and allocate time, date.
  • Check clinic book
  • May require to book interpreter

Send out appoint. letter

Check returns list


Returns pending investigation

- check resilts in case notes

Return Patients

  • 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 appointments
  • If notes not available for clinic print off last letters etc

Potential duplication, difference in practice or change indicated

steps in the process
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?