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Langmann, G; Wohlfart, C; Maier, R; Wagner, J; Bauer, H; Klug, U; Hodl, R; Wedrich, A.
EFQM project of the Department of Ophthalmology as part of the recertification C2E: management of patients without an appointment
SPEKTRUM AUGENHEILKD. 2011; 25(6): 357-363. Doi: 10.1007/s00717-011-0051-z
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Führende Autor*innen der Med Uni Graz

Langmann Gerald

Co-Autor*innen der Med Uni Graz

Bauer Heimo

Maier Richard

Wagner Julia

Wedrich Andreas

Wohlfart Christina

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Abstract:

Background: Core function of an outpatient clinic is the management of patients scheduled after surgery, patients in subspecialities and those suffering from emergencies. Material and Methods: The Department of Ophthalmology aims at the reduction of ambulatory patients without an appointment, an ambitious goal supported by the management of the hospital, too. This EFQM project was designed to renew the C2E award after the first C2E certificate could be accomplished in 2008. The trigger for the project was the result of an employee survey which ruled out a deterioration of the labor's conditions and lack of transparency in the outpatient process. In 2009 an survey yielded 350 patients without an appointment per month in the outpatient clinic. Results: Different measures had been implemented to improve the current process like the implementation of a new triage process to differentiate between acute patients with emergencies, patients to be dealt by an external ophthalmologist and patients to be scheduled for a subspeciality team. An information package about this initiative was developed for physicians, referring hospitals and patients (articles in newspapers, letters, personal communication). Conclusion: This project which was awarded with the Committed to Excellence certificate in 2010 succeeded in reducing the number of patients without an appointment by 30% within a period of 8 months.

Find related publications in this database (Keywords)

EFQM

C2E

recertification

outpatient clinic

reduction of patients without an appointment

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