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QI case study: Efficient scheduling - Transforming adult services
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Case Studies invite you to explore invaluable insights through a collection of compelling improvement projects from across the Trust. Read below for a quick take on how the Luton Adult Services team managed their service improvement.
Improvement Name: Transforming Adult Services - Minimising visits and maximising support
Date: October 2023
Deep Dive: Understanding the Problem
The challenge:
iCaSH clinics across Cambridgeshire and Peterborough had varied opening times which meant that some patients were unable to access services consistently. Appointments were booked for patients based on appointment availability of their local clinic. The commissioners were keen for a single point of access.
Investigation of current pathways:
Process mapping the current pathways for Cambridgeshire and Peterborough revealed opportunities for streamlining processes for call handlers and Health Care Assistants (HCAs).
Unveiled data insights:
Telephony-wide project - analysing demand and capacity.
Engagement:
Co-production (Friends and Family test feedback, contacts logged with Patient Advice and Liaison Service, and online focus groups), brainstorming exercises, workshops, surveys and Task & Finish groups.
Learning:
Gathered and reviewed learning from best practices across both localities.
Design: Designing the Change
A prepopulated tool that pulls patient appointment information from Malinko and System1. - Clear outputs that provide an oversight of planned visits across Adult Services
- User friendly tool that will aid team planning and reduce duplication of visits and unnecessary travel.
Deliver: Implementing Improvements
The scheduling tool was launched in Luton Adult Services in Summer 2023. This has enabled teams to look ahead at upcoming visits and plan appointments more efficiently.
- Live demonstrations of the tool have been given to clinical leads.
- Training on the tool has been provided and clinical leads have full access.
- Support is available to those who want to use the tool.
Evolve: Continuous Improvement
Ongoing use of the tool by servioce leads and discussions with senior management team to discuss development opportunities.
Improvements:
- A newly developed tool is now in place which aids the clinical leads with their planning of clinical capacity.
- There is now a service overview of planned visits which allows the clinical leads to spot duplication, reduce unnecessary visits and where possible reduce travel time by.
- Reducing visits into patients' homes will also mean that patients are not disturbed as much and do not need to wait around for excessive appointments.
Lessons learnt:
- Building trust with referrers takes time
- Recruitment is slow but focussed on building a sustainable workforce
- Collaboration is essential for pathway development
- Support from senior leaders and the national team was vital for maintaining momentum
- Limited system data makes it challenging to demonstrate pathway impact.
You can find more information about the Luton Adult Services and their QI snapshot below.
Download the full Case Study here
If you'd like to dive into more examples of projects, head to our Case Studies page for inspiration.
Last reviewed:
1 March, 2025