Annual report
What we measured, what changed and what comes next.
Waiting times fell by 18% across the clinic while patient satisfaction rose to 4.7 out of 5. The biggest gains came from the new booking desk and the shorter hand-over between departments.
Three areas still need attention: Surgery waits, weekend cover and the paperwork at discharge.
| Department | Visits | Wait (min) |
|---|---|---|
| Cardiology | 320 | 14 |
| Surgery | 210 | 22 |
| Paediatrics | 410 | 9 |
| General practice | 300 | 11 |
Table 1: visits and average waits.
The booking desk opened in March and replaced three separate phone lines. Patients now get one number, one person and a confirmed time, and the no-show rate dropped by a third.
The hand-over between departments used to happen on paper, in the corridor. A shared checklist now travels with the patient and every step is signed, which removed most of the repeat questions.
Surgery is the exception: theatre slots are fixed by the rota, so waits there only fall when cover improves.
Weekend cover was trialled in two departments and will be extended once the staffing plan is approved.
Before March.
Cardiology and Paediatrics first.
Pilot in the summer.
The best clinic is the one you forget you visited.
A patient