Patient flow management system reduces delays
Our Children's Hospital has reduced outpatient clinic delays by
implementing a patient flow management system.
We have fully automated the check-in process, using self
check-in kiosks and calling screens when patients arrive for their
Phil Taylor, the Deputy Directorate Manager for Medicine, told
EHI that the wait to check-in for an outpatient appointment was the
number one complaint the hospital used to receive.
"We had one central reception desk with a huge queue. We see 400
patients a day and we were quite concerned about that and received
complaints on a daily basis," he said.
"When a patient arrived, there would be an average waiting time
of 20 minutes in the queue, so they would always be late for
clinic. Then they would have to join the queue again afterwards to
get their follow-up appointment letter.
"Because the clinicians knew people would be late, they would
show up late themselves. Notes were missing because the reception
didn't have time to find them on time. It wasn't good."
By implementing the system, we have significantly reduced clinic
waiting times and queues are almost non-existent.
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