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Project Timeline. July. August. September. October. November. December. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. i. Project Initiation & Start-up. ii. Diagnostic Phase. iii. Solution Design Phase 20/9/2010 – 25/10/2010.
Initiation & Start-up
ii. Diagnostic Phase
iii. Solution Design Phase
20/9/2010 – 25/10/2010
iv. Implementation, Planning
Improving the Patient Journey through the Royal Newcastle Centre Ear, Nose and Throat Clinics
Anthony Larkins & Judith Swan, Hunter New England Local Health Network
The Patient Experience: Jo’s Story
“I went to my GP because I had a discharge from my ear. I waited for 3 months for an appointment [at the ENT Clinic]. On the day of my appointment I waited for 2 hours to be seen. I returned 6 weeks later for another appointment and went through the same procedure. I had a total of 5-6 appointments each about six weeks apart. I was very frustrated in that I saw a different doctor each time. I arrived for an appointment and had to repeat my story from the start every time. I only saw the specialist twice in 12 months. I felt…rushed after waiting for 2 hours to be seen. When I complained I was told that 3 patients can be booked into one appointment time.”
The purpose of the project was to make recommendations that will ensure a patient centred ENT ambulatory care service that meets the needs of the community.
As of 31 August 2010 there were 1,867 patients waiting for an appointment at the ENT Clinic. The majority of these patients (75%) were triaged as non urgent to be seen within 365 days.
Processes are complex. There are 14 major steps (first 5 shown here), just to go from referral to patient arrival in the waiting room. Each step has numerous associated detailed processes and tasks (shown as “+”). Source: University of Western Sydney, Visual Analytics Project
This ENT project has been important to RNC Ambulatory Care services as it provides a key set of leanings that may be applicable for other ambulatory services.
The guiding principles have been integral to the project and were well accepted by the clinicians, managers and staff involved.
Tracey McCosker, Director Clinical Operations (Executive Sponsor)
Dr Kelvin Kong, VMO, Ear Nose & Throat
Professor Nikolai Bogduk, Director Clinical Research, RNC
Todd McEwan, General Manager, Greater Newcastle Acute Network
Sue Waters, Service Manager/DON Royal Newcastle Centre
Wendy Pudney, Operations Manager, Ambulatory Care Centre, Royal Newcastle Centre
Julie Tait, Service Manager, Division of Surgery John Hunter Hospital
Jane Gray, Director Innovation Support
A/Professor Terry Sloane, University Western Sydney
Cathy Grahame, Nurse Unit Manager Paediatric Ambulatory Care John Hunter Children’s Hospital
Staff from the RNC Ambulatory Care Service & the Referral Management Centre
A/Professor Anneke Fitzgerald, University of Western Sydney (Visual Analytics Project)
Dr Joanne Curry & research team, University of Western Sydney (Visual Analytics Project)
Anthony Larkins. Email: Anthony.Larkins@hnehealth.nsw.gov.au
Judith Swan. Email: Judith.Swan@hnehealth.nsw.gov.au