3.3.1 Elevate our patients experience and focus on virtual care
Elevating the digital experience for our patients, families and carers to empower them to make informed decisions about their care outcomes and wellbeing. Enhancing the virtual care digital capabilities to support virtual models of care.
Initiative
High Level Description
Expected Benefits
Implementation Considerations
Leading Entity
Provide exceptional digital experiences to our patients, their families and careers at any point of the care and wellbeing journey. Example actions to help achieve this outcome include: ► Simplified appointment requests and outpatient appointments scheduling using digital means, as well as cancellations and reminders via two-way SMS notification ► Enhancements to enterprise scheduling to align and streamline scheduling across services, e.g.: automated bookings for interpreters
Efficiently facilitate appointments scheduling, admissions and referral management Acceleration of the transition from paper-based admissions to simpler digital processes Improve satisfaction and reduce stress associated with the hospital process for patients Greater insights on patients' feedback on their experience and outcomes with the opportunity to continuously improve our services Equity of access to health services.
Consider leveraging existing consumer groups to understand the patients, families and community priorities Partner with statewide bodies such as eHealth NSW and MoH to accelerate the simplified appointments project and leverage statewide resources and initiatives Identify gaps in the Patient Queue Management System (PQMS) tool and rollout, and propose enhancements as required Work in consultation with the facilities management team to identify the wayfinding requirements for new and exiting facilities Consider establishing a patient kiosk or app that can capture real time feedback. Key considerations, before choosing a solution will be to review the current environment to identify existing or alternate options, data privacy and security, clinical governance, ethics, research and integration Ensure processes are in place to act upon the feedback received from customers.
Northern Sydney LHD in partnership with eHealth NSW
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1.1 Elevate the human experience
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Digital check-ins, consent management, recommendation for admission (referrals for procedures), and maternity booking-in referrals
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► Digital wayfinding in more hospitals and health facilities to help patients, carers and families reach their destination with ease
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Expansion of the Patient Queue Management System (PQMS) across the LHD to improve patient flow by providing service status, manage queue and reduce waiting times
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► Establishing patient and carer real time feedback mechanisms to collect specific patient and carer experience data, with questions translated into the most frequently used languages at each facility.
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