The Last Word…
The last word must go to those improving services. This list comprises their "lessons learned" and acts as advice for people commencing service redesign.
"Do not underestimate the power of 'face-to-face' interaction when selling your idea and ensuring that key stakeholders know and understand what is expected of them!"
"When crossing new professional boundaries, be prepared to negotiate/ perhaps even compromise/and be patient."
"Although you have a project plan be prepared to be flexible so your project can evolve alongside unforeseen changes and service developments."
"Don't underestimate the time it takes for an ESP to obtain the skills and confidence to run a clinic and be prepared to start with small numbers of patients and build up to full capacity over time."
"If you will be relying on Patient Group Directives to start new clinics make sure and start them as early as possible as the process of writing them and getting them signed off is very lengthy."
"Needs adequate infrastructure in place before redesign occurs."
"Team effort with all stakeholders signed up to the process is required."
"Expect the unexpected to happen and have contingencies for the contingencies."
"Initial support from Clinical and Support staff requires ongoing motivation and encouragement in the redesign process."
"Project management resource enabled staff to find innovative solutions and assisted with implementation."
"Introducing change takes longer than you expect."
"The patient experience and level of care has improved significantly. Care and treatment is being delivered locally and patients are able to access services which were previously denied to them because of their geography."
"Inclusion of all key stakeholders from the start of the project ensured relatively smooth implementation of the project."
"Process mapping proved very useful in identifying major issues within the system."
The CCI Outpatients team were
Stephen Gallagher (Programme Manager) 2003-2004
Michelle Hughes (Programme Manager) 2004-2006
John Anderson
Max Brown
Bev Dodds
Dr Ali El-Ghorr
Eva Frigola
Peter Gilfoyle
Harriet Hughes
Dan Isaac
Phil James
Dr John Jamieson
Carmen McAteer
Marjorie McGinty
Fiona Watson
Alastair Watt
Further information on all aspects of the Outpatient Programme can be found at www.cci.scot.nhs.uk under the Outpatient Programme sections.
An audit of the service improvements developed through the Outpatient Programme will be conducted in 2007. Details of the audit will be published on the CCI website.