Title
First Steps in Quality Improvement; a Multidisciplinary Renal Outpatient
Microsystem Experience.
Description
In Sheffield Teaching Hospitals an awareness of suboptimal patient experience in our
regional renal outpatient service prompted the introduction of a quality
improvement project addressing patient flow within clinics, staff roles, supporting
administrative processes and the clinic environment.
Aim
Improve user experience including a reduction in patient waiting times by 50%
Actions
Wide stakeholder participation, including patients was fundamental. As we had no
quality improvement experience we invited in a Dartmouth Institute trained
Microsystem Coach . We rapidly learnt data collection skills including process
mapping and applied, reviewed and developed tests of change. Results have been
shared locally and at regional level.
Summary
The multidisciplinary team, including patients, utilising new skills and knowledge of
the clinical and administrative processes achieved measured improvements.
Effective coaching was central. Results include a fall in patient waiting time from 31
minutes to 7 minutes and a decrease in our ‘did not attend’ rate.
Steve Harrison
Dr Tom Downes
Dr Sarah Jenkins
December 2012