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Transforming Patient Experience in Phlebotomy Clinics

Today's conference was chaired and opened by Mr Perbiner Grewal, General & Vascular Surgeon and Human Factors Trainer, who discussed improving the performance of your client. 


Transforming your Phlebotomy Clinics

Tracy Rubery (nee Welsh)
Director of Transformation, Executive Phlebotomy Steering Group Chair
NHS North East London Clinical Commissioning Group
Barking and Dagenham, Havering and Redbridge (BHR) Integrated Care
Partnership and North East London Health and Care Partnership

 

and Jeremy Kidd
Deputy Director of Transformation
NHS North East London Clinical Commissioning Group
Barking and Dagenham, Havering and Redbridge (BHR) Integrated Care
Partnership and North East London Health and Care Partnership

• national developments
• the move towards community phlebotomy clinics
• transforming your phlebotomy service: current issues and case studies 

Tracy started by giving us a context of the three boroughs of Barking, Dagenham, Havering and Redbridge running through the population.

They were already working on improving their phlebotomy services and sites before the pandemic, “by March 2020 we had already, in response to early findings from the review, began to transform services.” “Overall these improvements had already led to improved waiting times generally and a significant reduction in the number of complaints”

Tracy then went onto discuss how Covid-19 affected their clinics and sites.


Chelsea & Westminster Case Study: How they have improved Patient Experience through high Patient Adoption of online and phone appointment scheduling

Anna Coombes
Deputy General Manager Cancer Services, Endoscopy, Phlebotomy and Pathology
Chelsea and Westminster Hospital NHS Foundation Trust

and Maria Arbona
Lead Phlebotomist
Chelsea and Westminster Hospital NHS Foundation Trust

Temi Erinoso
10to8
NHS Specialist  (Chelsea and Westminster, Lincolnshire and Newcastle Foundation Trusts)

• report and analysing the performance of your clinic to drive improvements in patient experience
• how to depressurise staff through improved scheduling
• how insight drives improvement and why accessibility is crucial

DNA rates on average are 12-15% which equates to 15 million missed appointment slots. 10to8 reduces no-shows by up to 90%, with an accessible booking system. Anna and Maria shared their experience after partnering with 10to8 to improve efficiency in their Phlebotomy service. They have 4 Phlebotomists working over 5 days a week, they needed a way to manage flow that a walk-in system doesn’t give you to improve both patient and staff experience. They implemented a hybrid system where they have the 10to8 scheduling system as well as walk-ins. This is an online and automated telephone booking service. Anna said; “so far it is working really well, it has enabled us to respond to patient demand, it is easy to use and there was little disruption in changing the system.”  They are looking to expand across the hospital to maternity and radiology.

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