Case Study

Trust increases patient throughput despite infrastructure limitations, while maintaining excellent patient satisfaction.

The challenge

Due to an increase in demand for services, coupled with operational and workforce challenges, Northampton General Hospital (NGH) required extra clinical capacity to increase patient access to endoscopy services. Another contributing factor to the challenge was the impending JAG (Joint Advisory on GI Endoscopy) accreditation visit which meant the trust urgently needed to improve its GRS (Global rating Scale) timeliness scores.

The solution

ICS Insourcing’s senior managers met with trust operational and clinical staff to discuss our service model and unique approach to achieving seamless service integration. Our team then mapped the patient journey through the department and considered the limitations to patient flow as a result of the department’s size and footprint. We collected key trust policies, clinical pathway documents, user guides for trust ICT systems and copies of all documentation to be used within the service. Following the visit, we created a comprehensive Operations Manual which was then approved by the NGH senior endoscopy sister. The Manual was instrumental in preparing the ICS Insourcing clinical team prior to attending the trust for service delivery. Service was mobilised in two (2) weeks and commenced in August 2019. Capacity was then increased in the month of September with service delivered consistently every weekend. The clinical team is comprised of JAG accredited consultant gastroenterologists, Band 7 service delivery leads (SDLs) and highly experienced endoscopy nurses.

The outcome