Improving Healthcare Processes
Plexus recently partnered with the Charing Cross Gender Identity Clinic, West London Health NHS Trust, UK to deliver a process improvement program for the administrative and clinical teams. The Charing Cross Gender Identity Clinic faced organizational challenges related to the multi-disciplinary nature of their services and unique administrative challenges related to the patient population that they serve (for example, many patients change their legal name during the treatment process). The Charing Cross clinic’s goals were to improve their customer service and to create additional capacity for patient appointments.
During the workshop the team identified issues that were resulting in significant losses of productivity. Action plans were developed to address these issues and to improve the patient experience, and many of these plans have now been fully implemented. Participants gave the Plexus program a 96% overall satisfaction rating and had many positive comments about their experience:
‘Excellent workshop, very well structured.’
‘Good balance between theory and practice, many thanks!’
‘The rapid 5-step approach… stopped us from bogging down in detail. Keep doing it!’
Some specific examples of improvements that the Charing Cross team planned during the workshop and have since implemented are:
- A reduction in non-attendance for appointments
- Launch of a website for patients, including information about the general care pathway and expected wait times
- Reduction of a backlog in patient letters
We are pleased to have partnered with the Charing Cross Gender Identity Clinic to help them achieve their goals of greater efficiency, increased capacity and better patient service.
For more information please contact:
Douglas Woodhouse
Senior Advisor
Plexus
T +31 6 307 02 699
E woodhouse@plexus.nl
Dr. James Barrett
Consultant Psychiatrist, Lead Clinician
Charing Cross National Gender Identify Clinic
E james.barrett@wlmht.nhs.uk