A review of the outpatients process of handling referrals and an analysis of the opportunity to improve the 700,000 outpatient appointments delivered in this year. The whole process was mapped, many clinics visited and there were over 700 staff who made appointments and dozens of official and unofficial ways into the trust. This contributed to high cost and some long delays to even get the referrals vetted let alone patients into clinic. A new process of electronic vetting, new structure and ways of working for staff was proposed and the opportunities to improve based on the data analysis were presented.


23 January 2015