MANAGING WAITING TIMES
A GOOD PRACTICE GUIDE
National Waiting Times Unit
NHSScotland
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Contents
FOREWORD
Trevor Jones, Chief Executive of the Health Service in Scotland
1. MANAGING WAITING TIMES
1.1 Why Waiting Times are Important
1.2 The Reasons for Unacceptable Waiting Times
1.3 Improving Waiting Times
1.4 Waiting List Initiatives
1.5 The 10 'Golden Rules'
1.6 Developing Local Plans
2. HOSPITAL SERVICES
2.1 Managing the Availability of Patients for Treatment
2.2 Adding and Removing Patients from the Waiting List
2.3 Managing Inpatient and Day Case Waiting
2.4 Managing Outpatient Waiting
2.5 Managing Failures to Attend for an Appointment
2.6 Meeting the Needs and Expectations of Patients
2.7 Supporting Actions to Reduce Waiting Times
3. PRIMARY CARE
4. THE NHS BOARD
5. THE PATIENT
APPENDICES
A Waiting Times, Guarantees and Targets
B Contact Details
C Sources