We are pleased to inform our patients and visitors that we are redeveloping our Outpatients facilities with a new layout, improved amenities, and an interactive appointment check-in and reminder system that will provide a better experience for our patients. The main aim of this project is to improve our patients' experience when accessing Liverpool Women's Outpatient Services - making better use of our facilities, estate and staff resources.
What are the current issues?
Recent feedback from over 400 patients identified some poor experiences in relation to communication received prior to Outpatient appointments and also about their experience on the day of appointment within the hospital.
In addition, the current Did Not Attend (DNA) rate for appointments at Liverpool Women’s is considered to be high and feedback received suggested that a more comprehensive reminder system would greatly improve this.
We also recognised through patient feedback, that the flow of patients and signposting or 'wayfinding' could be improved, along with the information provided to patients upon attending clinics.
It is anticipated that these issues will be resolved through the introduction of new technology, improved appointment processes and the redevelopment of our overall environment of the Outpatients area.
What redevelopments are taking place in Outpatients?
There are three related projects that will be incorporated into these redevelopments to address the areas requiring improvement. These comprise of the following:
- A patient appointment self check-in system
- A centralised reception area for ease of access for patients attending any outpatient appointment at Liverpool Women's
- A redesigned outpatient environment to centralise patient access and provide more facilities that complement the improved experience provided by the self check-in system
- An advanced patient call handling system with an integrated appointment reminder system consisting of text, email, and automated call messaging
How long will the redevelopment work take?
The introduction of the new self check-in is scheduled for June 2017. The physical redevelopment work of the Outpatients environment is scheduled to commence on Sunday 9th April, with completion expected early June 2017.
Where should patients report to while the work is going on?
Patients attending for a Gynaecology appointment during this time should report to the hospital’s Main Reception, where they will be booked in for their appointment by a member of the Reception Team. A number of designated waiting areas have been identified and patients will be advised by the Receptionist where to wait, until a member of the nursing team calls the patient through for their clinic appointment.
During the second phase of the development, between May and June, patients attending the Imaging Department (for scheduled Scans) will be directed to access the department via an alternative signposted entrance.
When the new self check-in systems are in place, from early June, members of staff will be available to help patients and visitors use them. However, if assistance is required, support will be on hand at all times.
Although all services will be running normally, due to the increased traffic around entrances and waiting areas we would request where possible that anyone attending the hospital for an appointment limits the number of people in attendance (such as friends and family members) as it will potentially be busier than normal while the work is being undertaken. We would like to take this opportunity to apologise in advance for any inconvenience caused by the work being undertaken, and hope you will agree, that the schedule of works described above, will make a big difference in improving our patients’ experience in the near future. If you have any positive feedback or concerns you would like to share while this work takes place, please contact our PALs service on 0151 702 4353 or email: PALS@lwh.nhs.uk.
What will the new Outpatients department look like when it is finished?
Below you will see an artist’s impression of how some of the redeveloped area of Outpatients will look when the work has been completed, along with an example of how the new self check-in systems will look.
From early April, until all the work has been completed in June, you will see more visual information and plans about the new Outpatients facilities across the Trust and members of staff will be happy to answer any questions you may have during this period.
We would like to thank you for your co-operation while we undertake this exciting redevelopment for our patients and their families.