the data taken from appointment office shows that more than 43% patients were not attended the...
TRANSCRIPT
Find an Opportunity for Improvement
Organize a Team
Clarify Current Process
Select Desired Outcome
PLAN THE PROJECT
DO THE WORK THAT IS NEEDED
CHECK THE RESULTS
AFLAJ GENERAL HOSPITALDECREASE THE RATE OF NOT ATTENDING THE
PATIENT IN OPDPerformance Improvement Project
The data taken from appointment office shows that more than 43% patients were not attended the clinic with their appointment and the evidence is that there are many patients suffering to get appointment due to full showing by computer, so many patients are coming without appointment or asking favor from administration to reach the clinic..
ACT TO MAINTAIN THE CHANGES
LEADER: Mr. Mubarak Aerym (OPD Director) FACILITATOR: Mr. Eid Al Bakar (Quality Director)MEMBERS: Dr. Muhammad Younus (Deputy Quality Director) Dr. Ahmed Hussein (Medical Specialist) Sis. Nighat Yasmin (OPD Head Nurse) Sis. Ajna Ajas Mohammed (Nurse Educator)
To increase physician and patient satisfaction by proper appointment.Decrease work load in medical record department.Decrease Unexpected Patients Coming To OPD.To provide opportunity for other patient to get appointment To create smooth appointment process
Understand the Current Problem
Human
MachineMaterial
Environment Method
INCREASED NUMBER OF PATIENTS NOT
ATTENDING THE OPD
Appointment status
Send the patient to the clinic
Confirm Appointment in Appointment Office
File available in the clinic
PATIENT CAME TO HOSPITAL
CONSULTING THE DOCTOR
FORWARD THE APPOINTMENT CARD
FROM OPD
OBTAIN APPOINTMENT FROM APPOINTMENTOFFICE
NO MEETING THE OPD DIRECTOR
YESAVAILABILITY OF
APPOINTMENT IN THE SAME DAY
Send the patient to
OPD waiting area
DISCHARGE
NEED OTHER APPOINTMENT
YES
YES
YESNO
NO
NO
WHITE PAPER-no enough supply to print the appointmentAPPOINTMENT LIST-not ready earlier due to increased workload and shortage of staff in the appointment office
COMPUTER-no enough computers TELEPHONE-sometimes not properly working to inform the appointments from PHCPRINTER-no enough printersPHOTOSTAT MACHINE-no enough number
APPOINTMENT OFFICE STAFF- shortage of the staff.DOCTORS- ER and PHC doctors are not guiding the patient to appointment office.NURSES- not registering in the system and not guiding the patient to appointment office.PATIENTS- not responsible enough to come in the appointment time.ADMINISTRATION- helping the patients to meet the doctors without appointment.
CULTURE OF THE REGION-patients are used for not attending the appointmentAPPOINTMENT OFFICE IS WORKING ONLY ON OPD TIME-making difficulty in obtaining appointment in non OPD time.UNNECESSARY APPOINTMENTS FROM PHC-more appointments from PHC is without valid reasons
POLICY- is not clearPROTOCOL-no protocol to remind the patient before the day of appointmentLACKS OF MINISTRY APPOINTMENT SYSTEM- 5 PHC s have no ministry appointment system
Activity Responsibility Target Date Resource Outcome1. Formation of a check sheet for
data collection from each clinicQuality department One week Computer and
printerAccurate data will be available
2. Data Collection for the patient coming in clinics with or without appointment
Nurses in each clinic.
Every day for 6 month
- check sheet-OPD register
Get the knowledge about the unregistered patient coming to the clinic daily
3. Data collection for the patient not attending the clinic
Reception staff Every day for 6 month
Appointment list in the computer
Get knowledge about the wasting of appointment
4. Send memo to the PHCs to follow the proper appointment system
Team leader One week Memo Decrease unnecessary appointment
5. Appointment list should send to Medical record prior one day
Appointment office staff
Every day for 6 month
Appointment list Required file will be ready in the clinic
6. File will send to all clinics according to the appointment list provided
Medical record department staffs
Every day for 6 month
Appointment list and medical files
Both Physician and patient are satisfied
QUALITY IMPROVEMENT REPORT OF THE RATE OF PATIENTS NOT ATTENDING THEIR OPD MONTH 1-MONTH 10 /1435
Year 1435 Total No. of Appointments
Patients Attended The Clinics
Patients Not Attended The Clinics
Patient Came Without
Appointment
%of patients not attending the clinic
Month 1 2621 2084 537 873 20.5%Month 2 2686 1891 795 977 29.6%Month 3 2519 1857 662 1024 26.3%Month 4 2587 2015 572 949 22.11%Month 5 2420 1991 429 710 29.33%Month 6 3537 3042 495 763 14%Month 7 2950 2402 548 686 23.35%Month 8 3588 2713 875 364 24.38%Month 9 2272 1950 875 339 20.1%
Month 10 3152 2565 615 510 19.5%
TOTAL 28332 22510 6403 7195 22.6%
COMPARISON OF NUMBER OF PATIENTS NOT ATTENDED THEIR CLINIC BEFORE AND AFTER THE START OF PERFORMANCE IMPROVEMENT PROJECT .
CURRENT ACTIONS
DENTAL
OB-GYNAE
PEDIATRICS
PEDIA SURGERY
SURGERY
MEDICAL
DERMATOLO
GY
PSYCHIATRY
ORTHOPEDICS
OPHTHALMOLO
GY
CARDIOLO
GYENT
UROLOGY
NEUROSURGERY05
10152025303540
17.79
29.8224.53
28.3622.09
15.51
34.7530.08
14.112 15.856
30.47725.515
20.05514.79
COMPARISON OF PERCENTAGE OF PATIENTS NOT ATTENDED THE OPD FROM MONTH1 TO MONTH10 1435
OPD
PERC
ENTA
GE
MONTH
8 1434M
ONTH 9 1434
MONTH
10 1434M
ONTH 11 1434
MONTH
12 1434 M
ONTH 1 1435
MONTH
2 1435 M
ONTH 3 1435
MONTH
4 1435M
ONTH 5 1435
MONTH
6 1435M
ONTH 7 1435
MONTH
8 1435M
ONTH 9 1435
MONTH
10 1435
0
10
20
30
40
50 46.842.7 40.3
45.441.8
20.5
29.626.3
22.1129.33
14
23.35 24.3820.1 19.5
PERC
ENTA
GE
BEFORE THE PIP
AFTER THE PIP
Patients are getting appointment properly
The administration not allowing any patients without appointment
The files are providing according to the appointment list prior to
start the clinic Requested to administration to increase manpower in medical
record and appointment office Future Plan:
Computerize electronic medical record with paper less system in the Hospital and all primary health care centers with intra net facility .