Issue 30Keeping abreast of BSWA News

September 2015

BreastScreen WA Welcomes back Sarah Bright, Health Promotion Officer

BreastScreen WA | Eastpoint Plaza | t: 08 9323 6700 | e: breastscreenwa@health.wa.gov.au | w: www.breastscreen.health.wa.gov.au

Update from the Medical Director

Sarah Bright, Health Promotion Officer at BreastScreen WA, has recently returned after living and working in Mongolia for a year. Applying for a position with the Mongolian National Centre for Public Health through the Australian Government International Volunteers Program, Sarah was happy when she found out she was successful as positions are very competitive.

Whilst in Mongolia, Sarah helped her counterpart write a successful funding application for an oral health project. Partnering with the Mongolian Rotary Club and the University of Dentistry, the ‘Healthy Smiles’ project was piloted in five kindergartens in a very poor area of the capital city, Ulaanbaatar.

The project was successful and it will continue into its second year, even after Sarah has left. “My role was to build capacity and guide my counterparts, so I’m happy the project is continuing,” she said.

Sarah had the opportunity to travel within Mongolia and went horse riding, dog sledding, hiking and tried much of the local food and drinks. One particular delicacy is ‘airag’ or fermented mares’ milk. Sarah said, “It’s an acquired taste, but I was offered it so much, and it’s rude not to accept offers of food and drink, so I ended up liking the taste by the end!”Sarah misses the friends she made and the excitement of life in Mongolia, but feels lucky to be back in Perth where the air is clean, the ocean is near and the temperature stays above zero!

We are in a particularly hectic period of BreastScreen WA development over the next couple of weeks. I must compliment the staff for their robust ability to maintain business as usual as building works proceed busily around them. Nicole Walker and Cynthia Leal have done a remarkable job in developing the refurbishment plans and co-ordinating the building works.

- Dr Liz Wylie

BreastScreen WA | Eastpoint Plaza | t: 08 9323 6700 | e: breastscreenwa@health.wa.gov.au | w: www.breastscreen.health.wa.gov.au

100 Day Lean Action ChallengeOne Direction

To reduce client communication confusion by March 2015

KEY WASTE identified

Value Stream Map Staff stories ‘I now realize that the journey

from start to finish for one client can take up to 6 weeks.’

‘The process is changing and we need to adapt with this change.’‘Feedback from our clients must

be key to any change in our communication.’

Changes tested• SMS Text reminder to clients has been changed resulting in a reduction

in calls to call centre about the text.• Reference to online Booking has been removed from Country Clients’

letters as this service was not available reducing confusion.

5SHole Punches – they had been breeding in our area andsome were still in uteroAnd there is one on each desk as well!! ☺

Next steps• Commence gathering client feedback about letters (content, format etc)• Review and make changes as necessary to all our current communications• Amend MSR to accept Interstate Address details.• Investigate Dense Breast attachments for clients and Doctors with a view

to include this information within their letters rather than attaching formsmanually.

• As the new standards for Accreditation have now been ratified we willensure we comply to these standards.

Key Issues discovered throughout our lean action challenge

Angela Hellewell, Faith Lawton, Gaye Moffitt , Katy Grace, Jan Pickering, Margaret Abbott

VALUE STREAM MAPPING - COMMUNICATION(Support Services)

OR

OR

1-Oct 21-Oct 22-Oct 23-Oct 14-Nov

GREEN Different location client moves thru journeyYELLOW Document each task in each stepRED Time delays / inconsistenciesBLUE Identify patient flow

16-Nov

SupportServices

CentralBooking3 weeks

Clinic

25 mins

EPP

1 day

Radiolo-gists2 weeks

SupportServices2 days

Nurses

ABNresult

Invitationletter

Appoint-mentmade

Remind SMStext

Phone reminderno mob

DatacapturedBrocures

Filmsmatchedto paper

NormalResult

Resultletter

Can we reword /simplify reminder letters

Can we rewordSMS remove"reschedule"

Can we reduce time re Old Filmsmainly NZ 3 wks

change order of print for mail out ltrs (Bar code/NB

When rslts not rec, can CB print copy -bypass nurse

Can we print DB & Implant attach-ments with ltrs

Can we change order of rslt ltrs (printing)

Can we add inter-state GP to data base

How can we rreduce cancellation(9Oct 7hrs 3 people) -over 70 appts cancelled

How can we bring alert notes to our attentionPhones

forapp

Re-screenletter

Screenat clinic

Waitsfor readresults

Receiveresultletter

Tech FV

Radiog-raphers

Follow upletter

Country 1 yearlyletter

OnlineBooking

Receivesinvite ltron 50th

Can we insert screendate on ladies ltr

SMS orphone reminder

Screenat clinic

Waits for admin

Could we have 1 consent form for all visits

GP details - is there a register for PR nos.Need fulldetail of GP

Can we clarify when a call is put thru to Rads / nurses(lumps,carers etc)

Sorting through Result letters is time consuming – takes 1 FTE away from other key duties, as such is not cost effective in its current state.

Recommendations to BSWA

5Sing to be a regular process

Engage with women in regular feedback methods

Make changes based on feedback to communication methods

Continue with LEAN processes

Outcomes and lessons learned• Unnecessary information has been removed from Country letters.• SMS messages are now simple to understand.• Staff now question WHY? More often and are coming up with possible solutions rather than just

performing each process just because it has always been done that way.• More exposure for staff who until these session had not felt able to comment or suggest ideas. • Motivation to think outside the box and know that someone will listen.• Streamlining can make the work process much easier and organised.