Specialist clinics access policy implementation forum Sharon Dadson Director, Access and Outpatient Service Governance 22 May 2014

Target processes & baselines SectionProcessCurrent BaselinePolicy Timeframe 6.1 Referral screening Within 2 – 7 working days of receipt (status reviewed daily via Qmaster) Within 3 working days of receipt 6.3 & 6.4 Closure of referrals Ad hoc process Within 30 days of requesting further information 6.6 & 6.7 Referral acceptance / rejection Within 2 – 7 working days of receipt of referral containing necessary information (status reviewed daily via Qmaster) Within 5 working days of receiving referral containing necessary information

Challenges The key challenges include: Data collection in i.PM for some elements not available Not all referrals received through Access Unit resulting in incomplete data set Automated reports currently not available for the target processes

Milestones for target processes June 2014 New LDDI tab added to i.PM to enable improved data collection July 2014 Automated reporting implemented October 2014 Report available for Monash Health Executive December 2014 Implementation of electronic triage to capture all referrals and to reduce referral turn around time

Action plan Where are the changes taking place Outpatient Services specialist clinics including: Medical ; Surgical ; Maternity ; Allied Health Who is involved Medical Programs Heads / Unit Heads Allied Health Business Intelligence Unit i.PM Team NUMs DDONs Director, Performance Monash Sector Outpatient Service Transformation Project Team Access Policy Project Officer Program Operation Managers Access Manager Health Information Services Monash Innovation & Quality Team Midwifery Coordinator

Action plan continued… What is happening Reviewed phone enquiry management processes - reduced wait time to 3 minutes Piloting SMS reminders – reduced DNA rate from 13% to 8% in pilot clinics ____________________________________________________________ Transformation project Review of referral & booking processes & validation of waiting lists Reviewing model of care for all specialties Rolling out single point of access Developing electronic triage system Correspondence & referral guideline review Roll out of data collection process in iPM which assists electronic bulk billing Established VINAH MDS team

Progress to date Outpatient Governance Steering Committee Access policy implementation stakeholder group established Working groups established Project team established High level gap analysis undertaken Risk analysis currently being undertaken Promotion of policy across the organisation and with referrers Evaluation milestones on track