Eksempel fra Nevrologisk avdeling Tema:”Effektive pasientforløp” Mål: Redusere andel av ikke-fremmøtte med 30 % på nevrologisk poliklinikk ADA It was well known at the Neurological Department that almost 10 % of the patients did not show up to their appointment at the out-patient clinic. The out-patient clinic had long waiting lists and the Department was losing money. Something had to be done, and they participatede in the Breakthorug project. The topic was as in the previous BTS projects at Ullevål : ”Effective patient Flow”, and the objective for the Nerologocal Department was to reduce the number of ”no show” patients by 30%” They called their project for ”Zero holes”.

Eksempel fra Nevrologisk avdeling (2) Tiltak: SMS ble sendt 2-4 dager før timeavtalen på poliklinikken: ”Vi minner om at du har time på Nevrologisk poliklinikk …” ADA And what did they do? They sent a short message to the patients mobile number (SMS) 2-4 days ahead of the appointment. SMS was sent to 593 patients of 1153 possible (51,4 %), both to new patients (referrals) and to patients coming for control at the out-patient clinic.

After intervention (SMS) Baseline After intervention (SMS) ADA This p-chart shows us the results for ALL patients (both referrals and control patients). Before they started to send SMS ”no show” was 7,9 %. After the intervention the ”no show” was reduced to 4,4%! In other words – almost reduced by half !

Baseline After intervention ADA This p-chart shows the results from the group of REFERRALS. The baseline data showed a mean value of 9 % ”no show”. And after the intervention (sending the SMS) the mean value was reduced to 3,2 %. This gives an improvement by 2/3 (two thirds)!

Resultater – Nevrologisk poliklinikk Antall ikke-møtt totalt (nyhenviste og kontrollpas) ble redusert fra 7,9 % til 4,4%. En forbedring på 44,3%! Antall ikke-møtt nyhenviste pasienter ble redusert fra 9,0% til 3,2%. Dette vil si fra 6 pasienter per dag til 2 pasienter per dag! En forbedring på 64,4 %! Antall ikke-møtt kontroll pasienter ble redusert fra 5,5 % til 4,4 % Nesten ingen forbedring ADA The objective was to reduce the number of ”no show” patients by 30% (all patients, both referrals and control patients). The number of ”no show” all patients was reduced from 7,9% to 4,4% ….. And the team more than reached their goal! (The team measured Referrlas (nyhenviste) = 268 patients Control patients = 325 patients All patients (both referrals and control patients) = 593 patients Per centage ”no show” descreased significant in all 3 groups.)

Hva lærte vi? Lederforankring er avgjørende for å lykkes med forbedringsarbeid /endringer Gode ideer kan gi flotte resultater! Spre ideene / resultatene! ADA The team struggled to get help from the IT department with technical matters! As beeing the projectleader I had to support them and help them to get response and help from the IT department. We checked out the leagel aspects concerning personal security (personvern). Good ideas can give great results! It is important to spread the good results! Other departments and divisions have adopteded the idea!