A case study of systems analysis to improve service in a multidisciplinary outpatient clinic

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Title A case study of systems analysis to improve service in a multidisciplinary outpatient clinic
Author Basu, Abhijit
Journal Name Journal of Hospital Administration
Year Published 2012
Place of publication Canada
Publisher Sciedu Press
Abstract Background/objective: Innovative ways of improving service delivery often requires testing new ideas. Systems analysis is a validated tool to investigate adverse incidents. This paper describes an innovative usage of this tool for service improvement and redesign in an out-patient setting involving a multidisciplinary team treating women with diabetes in pregnancy at an outer metropolitan health facility in Australia. Methods: Systems analysis tool was chosen to determine the probable causes for prolongation of clinic time causing dissatisfaction amongst the service users and the staff. It provided the template for an action plan regarding work and environmental, organizational process, team, individual, task and patient factors. Remedial actions were implemented over a six month period following this analysis. Timely completion of clinic was the chosen indicator of successful implementation. Results: Several interlinked layers of contributory factors were identified through systems analysis. The large patient load regardless of disease severity was the major contributor. Space restriction for consultation, lesser continuity in the team structure, dated guideline and limited communication between the team members were other factors. Changes implemented included redistribution of patients, adopting new evidence based guidelines, better patient selection accessing the dedicated one-stop clinic and a small change in capacity involving human resources. The service delivery process was restructured in tandem over six months. As a result of these interventions the clinics finished on time generating much greater level of satisfaction among the women attending the clinic and the staff. Conclusions: Redesigning service is an ongoing quality improvement process linked to user and provider satisfaction. Systems analysis is a tool designed to address adverse incidents and identify contributing factors. This study describes an innovative use of the systems analysis tool to improve outpatient services at a district general hospital.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.5430/jha.v1n1p15
Volume 1
Issue Number 1
Page from 15
Page to 20
ISSN 1927-6990
Date Accessioned 2012-10-25
Language en_US
Faculty Griffith Health Faculty
Subject Medical and Health Sciences
URI http://hdl.handle.net/10072/47678
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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