Stage 3: Patient accepted onto waiting list: principles

Waiting list validation for patients . 

Leaflet explaining the text message initiative used across Scotland that is being established with a view to better manage waiting lists.

Provider

• NHS Scotland, Centre for Sustainable Delivery

Resource type

• Downloadable pdf

User/audience

• Public

Aims/learning outcomes

• Text message service to establish contact and ensure patient waiting lists are up to date and that patients still need their appointments or operations.
• Text messages will be sent to people on the waiting list who have already provided a mobile number to their NHS Board. It will include a link to a short survey asking if individual still needs the appointment or operation followed by a few questions to confirm identity.

Benefits

• Supports local NHS Boards to ensure that information held on NHS Scotland waiting lists is accurate and helping us to reallocate any appointments or operations that are no longer needed to others on the waiting list.

How to access this resource

• Access as webpage or download as 2 page pdf doc .

Patient Initiated Return (PIR) Toolkit and supporting resources .

Provider

• Turas

Resource type

• Prompt to action

User/audience

• Public

Aims/learning outcomes

• It is being applied across all specialities in NHS Scotland and data is recorded nationally.

Benefits

• Patients can contact and arrange a suitable time for review as and when required rather than routine or timed appointments when symptoms may not be causing concern/worry.

How to access this resource

• Access as webpage . No login is needed.

Initial Waiting Well call/near me consultation/face to face

Identify best offer of tiered support. See report on implementation in public health by NHS Grampian Healthpoint service .

Provider

• NHS Grampian

Resource type

• Downloadable report

User/audience

• Clinicians

Aims/learning outcomes

• The team contact each patient by telephone and have a ‘wellbeing’ conversation where they listen to the patient and look at practical ways to support the patients to ‘wait well’. Examples include supporting a patient to swim again by finding local swimming pools with hoists or finding a local ‘knit and natter’ group for a patient who was still feeling isolated after Covid19.
• They also take the opportunity to update the patient’s details held on Trak and inform clinical colleagues of patients who wish to be removed from the list or have periods of unavailability for their procedure, so if they have planned trips/holidays that they really want to enjoy, they can go ahead. For patients who disclosed that their symptoms had significantly deteriorated, a Tier 2 service is provided where a Nurse contacts the patient to provide support and escalate to the clinical teams if necessary.

Benefits

• Reassurance from receiving call, that referral has been received and that someone cares about their health and wellbeing whilst waiting.

How to access this resource

• Only certain specialities will offer this service.

My planned care .

Information about Waiting Well for patients.

Provider

• NHS England

Resource type

• Webpage

User/audience

• Public

Aims/learning outcomes

• Online advice and support to help patients track waiting periods and be able to compare hospital and treatment centre resource information within the NHS England’s geographical area. This allows patients to compare waiting times and accessibility across the region.

Benefits

• Good example of NHS England waiting list management.

How to access this resource

• Access as webpage .

North East and North Cumbria NHS Waiting Well initiative

Information about Waiting Well.

Provider

• North East and North Cumbria NHS

Resource type

• Webpage

User/audience

• Public

Aims/learning outcomes

• Online informative pages to generate awareness of the Waiting Well services on offer across Northeast England.
• Initiative which identifies patients based on risk factors who may require more support.
• Patients suitable to join a Waiting Well programme are contacted by a central hub with the level of support offered on a tiered basis.
• Waiting Well resources on offer include community partnerships.
• No self-referral can be made.
• No self-directed online materials appear to be offered.

Benefits

• Promotes public awareness of Waiting Well offer.

How to access this resource

• Access as webpage .

Virtual group consultations webinars .

Information about supporting the continuous delivery of routine and planned care for your patients.

Provider

• Group consultations

Resource type

• Webpage

User/audience

• Public

Aims/learning outcomes

• Personal shared decision making about key problems and personal goals.

Benefits

• Allocative: shifting resource to promote equity; wider access.
• Technical: better access based on need; a high-value innovation; increases whole system use, offering to all.
• Societal value: embeds social participation and connectedness.

How to access this resource

• Access as webpage .