Service Improvement and Change

North West Sector

Service Improvement and Change Team

Welcome

• To introduce the Service Improvement and Change Team (SICT).

• To identify roles and responsibilities of the SICT team in supporting service improvement and change.

• To identify and use, the methodologies, processes and tools that will support service change

Service Improvement and Change Team

• Hilary Bell – Service Redesign Programme ManagerLearning Disability Services, Community Older Peoples Mental Health Services, Sandyford 

Services

• Jean Cherry – Change and Development Manager Children's Services and Specialist Children's Services , Health Improvement 

• Frances Millar – Senior Organisational Development Adviser District Nursing, Rehabilitation Services, Addiction Services , Allied Health Professionals 

• Gail Reid – Sector Planning ManagerOlder People’s In-patients Mental Health Services, Adult Mental Health Services, Primary Care Mental Health

What is Service Improvement and Change?

• Covers a wide spectrum of activity

• Within a team or department

• Across a service, CHP or NHS Board

• Principles to achieve successful Service Improvement and Change same – at all levels

Change / Redesign Processes

• Team Development• Process Mapping• Lean Methodology – Rapid Improvement Events• Value Stream Analysis• Pathways• Releasing Time to Care• Project Management• Spend to Save• Change Management• Action Learning

Redesign / Change can be……….

From changes in the office like moving where a form is kept to make it easier to

locate

Completing a PID to apply for change monies

Board wide changes e.g. DN review

Change following

discussion with service

managers in line with new

policy

As a result of audit /

feedback / staff ideas or

suggestions

Send out appoint. letter

Identify and allocate time, date.Check clinic bookMay require to book interpreter

Note:-No transport available for attending – referrers and patients not aware of this and may expect it for admin staff to have to say no Patients don’t know when next appointment is or will be when leaving clinic Different systems used to generate new and return appointmentsIf notes not available for clinic print off last letters etc

New Patients

Post allocation (source)

Split into memory and

functional patients

PRIORITISE

Consider:-FamilyLikelihood of DNAAge

Memory – send letter nurses see first.Appointment provisionally given to nurse – pencilled into appts book. Nurse confirms appropriate.

EXAMPLE PROCESS

Either put copy of app letter in case notes or write date

of app on referral

Return Patients

Check returns list

(manual system)

Returns pending investigation- check resilts in case notes

Joint

Phone to clarify appoint. if necessary

Copy clinic list and pull

case notes 2

-3 days pre clinic.Check notes.

Phone to remind of appoint.

SolutionsDevelop information sheet to include:-No transport availableProcess of what happens when attending clinic

Potential duplication, difference in practice or change indicated

RTTC - Well Organised Working Environment This…..

To This

What would improve your experience of Service Improvement and Change?

Steps in the Process

• What do you want to improve/change and Why?

• What will be different at the end of the process?

• Who should be involved in this improvement/ change, Who will be impacted by this improvement/change?

• How and When will you make the improvement / change?

Thank you!!!