Most Proposed Topic :
Clinical Safety and Quality Service II (projects aiming to enhance clinical safety and outcomes, clinical governance)
Authors: (including presenting author): :
Au TY(1), Ko YT(1), Yeung KL(1), Pau PM(1), Choi KY(1), Li Y(1), Chan R(1)
Affiliation: :
(1) Department of Medicine & Rehabilitation, Tung Wah Eastern Hospital
Introduction: :
A referral letter from a registered medical practitioner is required to be present during the first visit to SOPD for specialist consultation, treatment, and investigation. However, about 30% of new cases failed to present it. OPD nurses have to find referrals for these patients, which is considered a side task. Besides, the original two filing systems: (1) according to consultation date with additional information from doctors, and (2) according to booking date without additional information, may have a potential risk of miscommunication. Therefore, a reform of the filing system must be carried out to achieve seamless communication.
Objectives: :
• Establish standardized filing system to enhance communications.
• Reduce side tasks with limited manpower.
• Promote a high-quality service standard of specialist outpatient service.
Methodology: :
• Reform the filing system, i.e., file all the referrals according to the consultation date regarding any additional information from doctors.
• Evaluate the effectiveness and satisfaction survey on the reform.
Result & Outcome: :
From December 2022 to January 2023, nurses reviewed nearly one thousand referrals and reorganized them according to the consultation date. The standardized filing system offered more reliable communication between health care professionals. Besides, all referrals were available in the Registry appointing patient attendance which enhanced the new case management workflow by avoiding extra time on retrieving the referrals or clarifying for a patient without or presenting a wrong referral and patient’s waiting time. Therefore, nurses could be better spent on direct patient care within constrained existing resources after reducing the side tasks including spending about two weeks to screen and delete old referrals yearly. Moreover, the new filing system could save around 75% storage area. Overall, nurses and clerks were satisfied with the new filing system and agreed:
• The new filing system is more effective and efficient in handling referrals (100%)
• Reduce unnecessary work hence better use of manpower (100%)
• Save storage area (75%)
• Minimize the risk of miscommunication (100%)
• Enhance the workflow on new case management on consultation day (100%)
Conclusions:
The reform of the new case referrals filing system achieved seamless communication and made more appropriate use of existing resources. It maintained a highly efficient and safe practice in our Specialist Outpatient Department.
