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Quality Assurance01:19

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Quality assurance is the overarching term used to describe the activities employed to ensure the proper performance of a system. These activities can be classified into three categories: quality control, quality assessment, and internal corrective measures. Typically, these activities work cyclically: quality control is performed before and during the analysis, while quality assessment occurs during and after the investigation. Internal corrective measures are implemented based on the findings...
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Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
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Testing and implementing video consulting for outpatient appointments: using quality improvement system thinking and

Clare Morrison1, Michelle Beattie2, Joseph Wherton3

  • 1Royal Pharmaceutical Society Scotland, Edinburgh, UK.

BMJ Open Quality
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Summary

Implementing co-designed outpatient video consultations improved healthcare access by addressing barriers to hospital appointments. This digital solution saved travel time and costs for patients and staff.

Keywords:
outpatientspatient participationquality improvement

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Area of Science:

  • Health Services Research
  • Digital Health Implementation
  • Quality Improvement Science

Background:

  • Rising demand for outpatient appointments (OPA) presents a global healthcare challenge.
  • High non-attendance rates are linked to logistical, financial, health, and personal responsibilities hindering hospital visits.

Purpose of the Study:

  • To implement co-designed outpatient video consultations within NHS Highland.
  • To address challenges of attending hospital OPAs through digital solutions.
  • To develop a transferable blueprint for sustainable video consultation services.

Main Methods:

  • System-wide quality improvement approaches involving patients, carers, and staff.
  • Intensive co-design process with stakeholder engagement and real-time testing.
  • Utilized Plan-Do-Study-Act cycles and collected clinician and patient feedback for optimization.

Main Results:

  • Developed and implemented standardized processes for easy patient use and clinician integration.
  • Automated administrative tasks, embedding video consulting into routine health service systems.
  • Achieved universal adoption by clinicians and staff, with reported savings in travel time and costs.

Conclusions:

  • Co-designed outpatient video consultations offer a practical solution to improve healthcare access and efficiency.
  • The project provides a replicable model for implementing and sustaining digital health services.
  • Stakeholder involvement and quality improvement methods are crucial for successful digital health adoption.