demand, capacity, activity and queue (dcaq) analysis and application october 2012 mike henderson...
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Demand, Capacity, Activity and Queue (DCAQ)Analysis and Application
October 2012Mike Henderson & Paul Arbuckle
QuESTQuality and Efficiency Support Team
Flow chart: What we will cover in the next hour
Flip chart: If you’d like a hand after today
Flow chart & Flip chart
Demand, Capacity, Activity & Queue (DCAQ)
Getting the right level of flow through a systemAND
Really understanding and managing the levels of work we are asked to do
Demand: What do we need to factor in?
The amount of resources required to respond to all requests for a service
Number of referrals in
period
Number inappropriate
Percentage DNA
(& CNA) New, Follow-up
Number who don’t opt in
Length of appointment,
New, Follow-up
Average Number of
appointments
Percentage Individual/
Group
… and Both!
Who do they NEED to see?
First, set your time period and agree your service function
Groupings?
Capacity: what do we need to factor in?
The amount of resources potentially available to respond to all requests for a service
Number of staff
First, set your time period and agree your service function
Number of each type
Experience and skillset
Other capacity resources eg rooms
AdminTravel Training Meetings
Sick LeaveAnnual Leave &
Special Leave Other projects Data collection
The way we work: processes, waste
Activity
The amount of resources actually used
in responding to all requests for a service
This makes life and calculations complicated
Demand, capacity and activity are determined by how we operate
Demand, capacity and activity are determined by how we operate
So is the Queue
This is an opportunity: Each factor in the calculations presents an opportunity for improvement
Complex calculations: Tool and surrounding materials
Things to bear in mind
• The pursuit for perfect data is a very long one
• Don’t let the results be used as if they are perfect – conditions of use & assumptions sheet
• Keep in mind the aim – service improvement
• Other types of analysis – fit with problem
What process improvement work can we do around different aspects of Demand and Capacity?
Number of referrals in
period
Number inappropriate
Percentage DNA
(& CNA, CBS) New, Follow-up
Number who don’t opt in
Length of appointment,
New, Follow-up
Average Number of
appointments
Percentage Individual/
Group
Who do they NEED to see?
Number of staff
Number of each type
Experience and skill set
Other capacity resources e.g. rooms
Travel Training Meetings Admin
Sick LeaveAnnual Leave &
Special LeaveOther projects Data collection
The way we work: processes, waste
What process improvement work can we do around different aspects of Demand and Capacity?
Number of referrals in
period
Number inappropriate
Percentage DNA
(& CNA, CBS) New, Follow-up
Number who don’t opt in
Length of appointment,
New, Follow-up
Average Number of
appointments
Percentage Individual/
Group
Who do they NEED to see?
Number of staff
Number of each type
Experience and skill set
Other capacity resources e.g. rooms
Travel Training Meetings Admin
Sick LeaveAnnual Leave &
Special LeaveOther projects Data collection
The way we work: processes, waste
Does it really make a difference?
48 more clinical hours per month
14 month reduction in waiting time
Clarity, less chaotic, sustainable
Thank you for taking part
If you would like a copy of the tool, please fill out a Conditions of Use sheet
[email protected]@scotland.gsi.gov.uk 07833 047294
http://www.qihub.scot.nhs.uk/programmes/mental-health.aspx
QuESTQuality and Efficiency Support Team