Optimization of Referral and Booking Process for Medical Procedures at the C3 Integrated Ambulatory Centre (IAC)

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Abstract Description
Submission ID :
HAC694
Submission Type
Authors (including presenting author) :
Yip CK(1), Lui MS(1), Chan PWP(1), Tam YHI(1), Leung WH(2), Kaur C(2), Tse HF(1), Tsui SH (2)
Affiliation :
(1)Department of Medicine, Queen Mary Hospital, (2)Private / Integrated Ambulatory Centre / Diagnostic Radiology, Queen Mary Hospital
Introduction :
A significant number of medical day procedure cases have been admitted into medical emergency wards, leading to high occupancy rates and reduced capacity to accommodate emergency admissions. With the support of the Integrated Ambulatory Centre (IAC) in ward B3, a lean management project was initiated to address these challenges by improving the referral and booking process for medical day procedures.
This project aimed to decongest overcrowded wards by increasing the numbers of referral to IAC and reducing the numbers of clinical admission in medical wards.
Objectives :
To enhance the referral system for Medical Day Procedures to IAC.
To decongest medical admission wards by increasing referrals to IAC and reducing clinical admissions to medical wards.
Methodology :
1. Review and Standardization of Protocols:
-Reviewed 58 existing protocols for medical day procedures with subspecialty team consensus.
-Centralized governance of protocols through Electronic Document Management System(e-DMS).
2. Formalization of Booking System:
-Introduced a comprehensive referral checklist for frontline staff to screen cases systematically.
-Transitioned from weekly case reviews to direct IAC bookings in Clinical Management System.
3. Training and Staff Competency:
-Provided specialized training to nursing staff to manage newly introduced protocol-driven procedures and clinical emergencies to enhance coverage of service.
4. LEAN Implementation:
-Reduced administrative workload and errors through a streamlined booking system.
-Increased referrals to IAC and decreased non-emergency admissions to medical wards.
Result & Outcome :
Operational Improvements:
-Established a standardized booking checklist and centralized protocols in e-DMS.
-Enhanced staff competency in managing medical day procedures.
Key Deliverables:
-Clinical Admissions: Reduced by 10.8% across six medical admission wards.
-IAC Referrals: Increased by 6.03%.
(Data comparison: Pre & Post 6-month implementation, Jun 2023 – May 2024)
Lean Effects:
-Decreased administrative workload and form-handling errors.
-Improved accuracy and efficiency in the referral process.
Further Enhancement:
-Explore further integration with electronic platforms, including e-protocol systems to facilitate the upcoming implementation of e-Documentation System.
-Facilitate the expansion of IAC services which aligned with hospital redevelopment program and development of ambulatory service.
-Conduct regular refresher training to maintain staff competencies and service standards.
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