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Published byLionel Pitts Modified over 9 years ago
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OUTPATIENT BLUES Antoine van Gelder Pretoria Academic Hospital TOC Upgrade Workshop August 1991
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Undesired Effects Staff dissatisfaction: Nurses Doctors Long patient waiting time (12+ weeks) Patient dissatisfaction High level of “no shows” (up to 25%) Overcrowded waiting areas Records often unavailable
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Undesired Effects Doctors’ complaints: Wasting time (no shows) Too many patients per session Records usually not available Nurse in charge “uncooperative” Nurses’ complaints: Doctors arrive late & leave early Many no shows Records slow in reaching clinic
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Undesired Effects Patients’ complaints: Doctors often late Impatient doctors and nurses Short consultation time Long wait to see doctor Overcrowding in waiting area
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Current Reality Tree (CRT)
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CRT
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Evaporating Cloud
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Actions Institute appointments for clinic Inform staff of appointment system Obtain telephone numbers of patients Maintain a waiting list (Buffer) (nurse in charge) 1 week check by telephone fill vacancies by telephone
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Results Average waiting time decreased from 12 weeks to 4 weeks Clinic time and space utilization increased from 60% to 90% Patient complaints changed to long waiting time for medicines
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Results Doctors complaints about nurses stopped Nurses complaints about doctors stopped Records still not available in clinic
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