Authors (including presenting author) :
Yeung KL(1), Ko YTP(1), Chan YYR(1)
Affiliation :
(1)Department of Medicine and Rehabilitation, Tung Wah Eastern Hospital
Keyword 1: :
Speed up service
Keyword 2: :
Dispatch support
Keyword 3: :
Drive change
Introduction :
Growing demand for specialist outpatient services (SOPC) has led to prolonged waiting times and overcrowded environments, posing significant challenges, especially for patients with mobility impairments, including those who are wheelchair or bed-bound. These conditions adversely affect service accessibility and patient experience, and compromise the quality of care.
Objectives :
-Develop a low-cost priority intervention -Streamline care pathway -Reduce waiting times -Enhance patient experience -Integrate empathy into workflow
Methodology :
A quality improvement initiative was launched at the Tung Wah Eastern Hospital SOPC using the CARE framework (Coordinate, Arrange, Rapid, Enable). A standardized "CARE" Label System with clear criteria was integrated into the workflow to prioritize wheelchair or stretcher dependent patients. 1.Early Identification: Patient care assistants (PCA) identified wheelchair/stretcher patients and stamped a clear "Care” Label on their appointment slips and medication prescription sheets. 2.Integrated Fast-Tracking: Registration clerks used the stamp to prioritize scheduling at 10:45 for subsequent appointment. Pharmacy staff expedited dispensing for stamped prescription sheets. 3.Logistical Coordination: Collaboration with the Non-Emergency Ambulance Transfer Service (NEATS) was optimized by coordinating 11:00 consultation times with pickup schedules to minimize in-hospital transit waiting time. 4.Evaluation the effectiveness of metrics was assessed through pre- and post-implementation comparison of queuing times (target: ≤60 minutes for registration to consultation; ≤120 minutes for registration to consultation and drug collection) and collection of patient feedback.
Result & Outcome :
The "Care” Label system was implemented over a 7-month period, serving 54 wheelchair-bound patients. All patients (100%) reported that the new workflow was more convenient and satisfactory. 1.Reduce Queuing time from registration to doctor consultation:
- Average queuing time: •“Care” Label patients: 24 minutes •General OPD: 34 minutes. -75th percentile: •“Care” Label patients: 39 minutes •General OPD: 52 minutes.
- 90th percentile: •“Care” Label patients: 51 minutes •General OPD: 73 minutes 2.KPI achievements rate: Queuing time from registration to consultation, ≤60 minutes: •“Care” Label patients: 97.7% •General OPD: 82% .Improvement rate: 15.7%. Queuing time from registration to drug collection ≤120 minutes: •“Care” Label patients: 100% •General OPD: 92.3%. Improvement rate: 7.7%. Conclusions: The “CARE” Label system focuses on coordinating care to improve quality and the patient experience for individuals with mobility impairments, while integrating efficiency, efficacy, and compassion into clinical operations to create a scalable and sustainable solution for enhancing service delivery and patient satisfaction in similar healthcare settings.
