A Trust with almost 10,000 unreconciled and missing outcomes appointments used Beffective’s support to help them reduce this figure to levels previously thought impossible.
An incident team was tasked to address this problem and several different procedures were introduced however these failed numerous times as focus had been spasmodic. Morale was low and staff were feeling frustrated.
In the summer of 2015 the Assistant Director of Diagnostics and Rehabilitation attended the leadership programme and as a result took on the task of improving the situation in a sustainable way by introducing the principles she had learnt.
Team members would agree to focus on one action each day that would have the greatest impact on solving the problem.
Results for each clinic were captured on a scoreboard.
The scoreboard which was maintained and updated daily by each individual which meant that ownership for the problem was transferred from the Assistant Director to the teams.
By holding team members accountable for their actions and working together towards a clear goal a transformational change resulted.
- Unreconciled and missing outcomes appointments have reduced from 9613 in March 2015 to 1,400 in November 2015
- 8,430 overdue reviews in March 2015, in November 2015 there are no patients waiting over 12 weeks for a follow up apt, this is within National guidelines.
Interview with Lynn Smart