Phoropter for eye tests

[ Vasteras Central Hospital ]

Vasteras Central Hospital were facing challenges in their Ophthalmology unit. Their pathways were inconsistent, they weren’t using their resources efficiently, they could see that their space wasn’t being used as effectively as possible, and it was clear that patients were often waiting longer than they needed to be. But despite knowing what the problems were, understanding what to do to solve them was proving tough. 

It was then that they called in That Figures to support Bayer to see what they could do to make things run smoothly.

The Data

Whilst Vasteras had been on the right track, the data collected and presented by That Figures revealed that there was more going on in Ophthalmology than initially met the eye…

  • Pathways were shown to be highly variable
  • Waiting times could spike
  • No two patient experiences were the same
  • Patients were often seen out of order
  • Use of resource, timing of activity and layout of space were inconsistent

On the positive, however, the data revealed that:

  • Ophthalmology had one of the best aggregated patient experiences versus the benchmark
  • Injection sessions compared very well against the benchmark
  • There were clear opportunities to improve the patient workup

A new approach

Following the insight that the data provided, That Figures worked with Vasteras to identify Blockers and Opportunities for real, measurable, and actionable change. These were:

  1. To develop more consistent high volume pathways that would improve both staff and patient experience by:
    • Standardising prep for T/V/VA/Dil/OCT(Mac)
    • Standardising prep for Glaucoma & Medical Retina
    • Clearly indicating that session prep has been completed
    • Implementing ongoing room standardisation
  2. To improve patient prep and ensuring the clarity of early appointment steps by:
    • Implementing a new Reception protocol for patients
    • Implementing a new configuration of prep rooms close to the Doctor
    • Standardising the rooms
    • Making changes to the patient worksheet
  3. To improve appointment scheduling and the utilisation of space by:
    • Clustering rooms to make it easier to understand the flow of patients and staff
    • Updating cosmic with patient progress

The results

Vasteras implemented the changes. The results speak for themselves. 

There’s been a:

  • 30% increase in doctor efficiency
  • 25% reduction in the time it takes to complete OCT
  • 26% improvement in patient experience

Looking to the future

Things are looking bright for Vasteras Ophthalmology. Not only can they be proud of the vast improvement to their service, but with the data provided by That Figures they also have the insight to improve well into the future with the following opportunities:

  • Potential to reduce the gaps in resource use and allocate support staff to doctors so that they can finish earlier
  • Room to improve better consistency in all OCT sessions rather than just some
  • New processes with the potential to work on protocols for anomalies
  • The possibility of being able to provide a one-stop injection service given the speed of their current service
That Figures wish Vasteras all the best in the future and look forward to hearing of their continuing success.