Authors (including presenting author) :
Siu SY(1), Wong YM(1), Law KW(1), Shek KW(1), Lam KM(1), Lau YS(1), Wong HC(1)
Affiliation :
(1) Department of Ophthalmology, Tung Wah Eastern Hospital
Introduction :
With an elevating demand for anti-VEGF injections, the TWEH Ophthalmic Team sought to address this challenge by redesigning and simplifying the pre-injection management and admission process for anti-VEGF injections.
Objectives :
To enhance patient experience and efficiency by streamlining the process for patients receiving anti-VEGF injections.
Methodology :
To streamline the process, we consolidated patient visits from four separate occasions into one occasion by scheduling multiple appointments on the same day. We also simplified the drug payment process by remodifying four touchpoints into a single venue through collaboration with pharmacy and shroff. To further enhance efficiency, we established new consultation rooms next to the diagnostic suite to integrate investigations with consultations at the same floor. Moreover, we minimized patient’s travel between floors by reconstructing admission and discharge procedures being performed in the operating theatre. In addition, we implemented a pre-injection phone reminder, which involves a phone call to patient on the day before injection to remind patients for operation and provide pre-injection guidance to patients from nurses.
Result & Outcome :
Total 30 patients and 20 staff were interviewed. The satisfaction score increased from 2.03 to 4.63 and from 2.8 to 4.7 among patients and staff respectively after streamlining the pre-injection management and drug payment.
The streamlined workflow for anti-VEGF injection has been gained positive feedbacks from both staff and patients.
Complaints from patients about multiple touchpoints for drug payment were reduced. Additionally, reduced record transportation and patient escorting result in minimized waiting time and manpower required.
