Physiotherapy Outpatients Efficiency

A project to reduce the physiotherapy DNA rate at ASPH NHS Foundation Trust
ASPH Physiotherapy Telephone Booking Line ASPH Phy iotherapy Telephone Booking Line ys Phone Line Booked Appointment Attendances July Phone Line Booked Appointment Attendances July 2012
90.0

67.5

45.0

22.5

0 Number of appointments

Booked appointments Booked appointments Attended Attended DNA DNA Cancelled by patient Cancelled by patient Cancelled by hospital Cancelled by hospital

87.4% attended, 0% DNA attended, DNA 9% cancelled by patient, 3.6% cancelled by hospital cancelled patient, cancelled hospital

Feedback from patients; Feedback from patients; I I was extremely happy extremely happy I I was efficiently and quickly dealt w th efficiently quickly dealt with wi The lady on the phone was very helpful Th lady he the very helpful pfu I made appointment t specific I made an appointment at a specific day and time very helpful t p time very helpful pfu Patient Satisfaction July 2012 Patient Satisfaction July
20

15

10

Patient Satisfaction July 2012

Very satised Very satised Moderately satised Moderately satised Neither satised nor dissatis Neither satised nor dissatised Moderately dissatised Moderately dissatised very dissatised very dissatised

NB; Comments NB; Comments for dissatisfied ratings dissatisfied ratings related to waiting related to waiting times and times and not appointment appointment booking. booking.

Overview of the Project

The DNA, (did not attend), rate for physiotherapy outpatients was found to be consistently higher than other outpatient departments within Ashford and St Peters NHS Foundation Trust (ASPH) and other NHS Trusts within the SHA. The current 12% DNA rate represents lost income of 48,000/annum. This project aims to reduce this rate by 30% by changing the booking service for new physiotherapy appointments. Research and benchmarking identified booking methods to be a significant factor in the reduction of DNAs. The anticipated outcomes are; a reduced number of unused appointments resulting in increased income and a shorter waiting list.

Culture this is a powerful influence at many levels. As I understand more about the culture and the systems in which I apply my leadership, I understand more about how I need to adapt my approach to get the best out of the teams I work with. Authenticity how to be myself, with skill.

Results
For the project; a telephone booking service is currently being piloted. Initial feedback from patients is positive and the DNA rate for telephone bookings is reduced compared to bookings by letter. For my leadership practice; I am currently working on a 1 year secondment to the Trust PMO (Programme Management Office) as a service improvement project manager. This new role is enabling me to use my leadership skills in a very different way and to have an impact at a wider organisational level. I hope to continue to develop my role as a clinical leader and to drive changes forward.

Leadership Challenges
The three themes that have emerged from the Fellowship for my own leadership practice have been; Reflection continuing to use this as a learning tool, to take the time to consider the impact of my leadership on others and my own reactions to different situations.

Contact Information
Sally Greensmith Service Improvement Project Manager (Team Leader Physiotherapist) sally.greensmith@asph.nhs.uk 01932 723727