In 2013/14 The RCH embarked upon several projects to improve Specialist Clinic access, make better use of current capacity and ensure the patient’s journey is managed in a timely and efficient manner.
QFlow
QFlow is the new checking in and billing system in use in RCH Specialist Clinics, implemented to improve patient flow through this area.
The system allows The RCH to reduce waiting times for appointments, reduce waiting times in the clinics and increase clinic efficiency. Parents no longer have to face long queues to check-in for specialist clinics, and can even use their mobile phone to check-in on the way to the hospital. Follow-up appointment details are now electronic and can be sent to parents after they have left the hospital, rather than using a paper-based process which is prone to error.
“The goal is to have happier kids, happier parents and happier clinicians,” Integration Lead Andrew Bowden said. “The feedback from families has been overwhelmingly positive so far.”
The RCH will closely monitor the system to increase efficiency in the Specialist Clinics.
“We will use data from the system to improve length of appointments, scheduling efficiency, clinician productivity and a whole range of other elements that can improve access for patients,” EMR Project Nursing Lead Adrian Hutchison said.
Introducing new Specialist Clinic self-check in kiosks
Patients and families can now check themselves into their specialist clinic appointment, easing congestion at desks and automating the calling process for clinicians.
By swiping their Medicare card or the barcode on their appointment letter, families alert clinic staff of their arrival, no longer needing to queue at the clinic desk. Clinicians also benefit from the system, with a defined patient list and a mechanism to call the patient to the correct room, rather than trying to find their patient before every appointment.
“It’s about improving patient experience. We’re committed to doing all that we can to reduce both the amount of time that patients have to wait be booked in for their appointment and the congestion in our waiting rooms,” EMR Project Nursing Lead Adrian Hutchison said.
The Specialist Clinic team, IT and the EMR project team worked in collaboration to implement the new system.
This article originally appeared in the RCH 2013-4 Quality of Care report, find it here.