The model commenced under trial conditions with six specialties (highest demand). The auditing component focuses on all long waits and Category 2 and 3 patients at 60 and 300 day waiting counts respectively. The appointment confirmation pathway is delivered by the Health Contact Centre (HCC) and involves all Children’s Health Queensland Hospital and Health Service (CHQ).
The waiting list for confirmation is generated by CHQ and sent to the HCC daily and loaded on to SharePoint & QlikView information systems. Patient contact is initiated by HCC with up to 8 attempts (maximum) made. Dependent upon the response to calls, patients will attend their appointment, have the appointment cancelled as they no longer require it, or have the appointment rescheduled. All calls are recorded which assists staff with complaints management processes.
Where no response is received from the patient/family after 8 attempts (maximum) and contact details checked, the treating clinician is more informed to remove a patient from the waiting list if they fail to attend a scheduled appointment. All removals generate a letter which is sent to the patient/family and the general practitioner.