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7 day working: can you tame a wicked problem? Dr John Lowes, Dr Mike Williams, Dr Oliver Dyar South Devon and Torbay Presentation from seven day services event held on 20 August 2013
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7 day working:
can you tame a wicked problem?
Dr John Lowes, Dr Mike Williams, Dr Oliver Dyar
Learning from South Devon & Torbay
THREE TYPES OF PROBLEM
Simple
Build a rowing boat - change a rota
Complicated but tame
Design and build a hospital
Wicked – running healthcare delivery services
Solutions are difficult to recognise because of the complex interdependencies that surround the problem
Wicked problem
1. ‘Problem’ is ill structured – solutions expose new problems
2. There is no definitive ‘solution’
3. Solutions are assesses in a social context –
many views of what is good as consequences
ripple out
5. Every attempt to solve has consequences –
spawn new problems
6. Matter of creativity to devise potential solutions; judgement
to decide which are valid
Rittel, H. & Webber, M. (1973) Dilemmas in a General Theory of Planning. Policy Sciences, 4, 155-169. Conklin, J. (2006) Dialogue mapping – building shared understanding of wicked problems, Chichester, John Wiley & Sons.
4. Problems are unique due to dynamic social
context
7. Is a symptom of another problem
Taming Wicked
problems
Lock down the problem – solvable
sub-problem
Assert that the problem
is solved
Specify objective parameters to
measure success
Give up trying to find good solution – just
follow orders
Declare there are just a few solution; frame
problem as either - or
Conklin, J. (2006) Dialogue mapping – building shared understanding of wicked problems, Chichester, John Wiley & Sons.
Cast problem as ‘just like’ a solved
problem
Ignore social complexity
A wicked problem tamed?
7 day emergency only service
Full 7 day for all services
7 day urgent care
7 day urgent plus partial
elective
How to respond
Simple Complicated (Tame)
Wicked
Command
Manage
Lead
Just do it
Project manage process
Engage in dialogue & social change
7 day force field
Curre
nt sta
te
Weekend mortality
Perceived costs
Senior staff preferences
Lack of whole system approach (primary and
community services)
Recruitment & retention of staff
Public & political opinion
Media interest
Supervision of junior staff
Push harder creates stronger push back therefore...
enter into dialogue to engage in social process to address emotional values and concerns
Torbay & South Devon Journey South Devon
Healthcare NHS Foundation trust
2007
Torbay & South Devon Health &
Care Trust 2005
Integrated H & Care
Zones 2007
Intermediate care services
2009
Radiology services 2000+
Hospital @Night
2004
T & O service/
#NOF
Acute physician
model
Enhanced recovery
in surgery
Extended ward round
Combined ICO 2014?
Joinedup Health &
Care Cabinet 2011
System modelling, mapping &
understanding
Enhanced recovery
in medicine
Sunday test of
change - discharge
Weekend working -
Trainee Doctors
Hospice@Home
Joinedup Leadership
Norman Lamb
Pioneer Bid
Redesigning the front
door
South Devon & Torbay CCG
Modelling & understanding our system – plan for reality not rhetoric
Acute emergency admissions have been rising at ~1.6% per annum
Modelling & understanding our system – 8 mins or 8 hrs to treatment
• GPs visit sickest patients 1 - 3pm – then phone for ambulance (HCP calls)
• Ambulance prioritise 999 response < 8mins therefore GP call as ‘urgent’ <4 hrs
• Patient arrives at hospital late afternoon / evening
• Patient’s need subordinated to local optimisation of parts of system
Calls per hour by time of day by GPs 2009 - 2011
“Visits are a very inefficient use of GP time.”
“Achieving the 999 target is our priority.”
Modelling & understanding our system – junior doctor capacity
Junior Doctors estimated clerking capacity (1 hr per pt) cf expected admissions
Weekend Weekday
Modelling & understanding our system – primary care
0
5
10
15
20
25
30
35
40
A B C D E
GP Survey (July 12 - March 13) (Q12) Failure demand (%)
No
Call Back
“March is always busy but I think that’s because of doctors on holidays. We seem to take our holidays around this time for some reason, I don’t know. “ GP
Problem
• Sustained increase in emergency admissions (Highest % unplanned medical)
• Low levels of discharge at weekend, particularly on Sundays.
• Requirement for additional escalation beds to cope with demand
• System has continued to be under significant pressure
• Variation in the quality of care inc. safety, patient experience & outcomes
Aim
• To reduce the variation in care 7 days a week
• Sunday test of change – multidisciplinary consultant led ward round
• Weekend test of change – timely discharge summaries (ongoing)
Sunday test of change: consultant led multi-disciplinary ward round
Sunday test of change: what happened
“Flow been much better into the hospital. No significant delays in getting beds”
EAU Consultant
“ Much calmer on ward area. Patients seen by team over
weekend reassurred that they were not forgotten over the
weekend” Staff nurse
“Greatly reduced number of 2nd calls chasing patient jobs” H@D
Findings inc: •Improved team work •Calmer •Empty beds on Mon. •Improved flow •Better organised •Better patient care
Actual discharge rates and forecast savings by increasing discharge rates
Note: Discharge rates increase throughout week. It is possible that 7 day working would maintain discharge rates at the higher end of the observed values.
How can we better match the resource of foundation doctors to out of hours demand?
0900
1100
1300
1500
1700
1900
2100
2300
Medical Surgical
SURGICAL JOBS Acute reviews PR bleed – EWS 7 Routine reviews Prescribe fluids Take bloods Put in cannula Analgesia
MEDICAL JOBS Acute reviews Chest pain – EWS 8 Routine reviews Prescribe fluids Prescribe warfarin Take bloods Examine ear Put in cannula Elevated BM
Medical
Surgical
F1 ward cover: weekend test of change
F1 ward cover: what actually happened
Medical F1 Surgical F1
H@D/H@N
Ward staff
Patients
“Actually managed to finish on time” F1 doctor
“I felt like I was on a team with the other F1s, there was more opportunity to ask for help on certain
wards, and workload felt more manageable. F1 doctor
“No 2nd calls, jobs completed earlier… I felt like I was
actually coordinating” H@D
“When doctors arrived .. they did all the jobs [medical and surgical] meaning patients were not left for hours in pain or without fluids” Nurse, Allerton ward
Taming a wicked problem – solutions are context specific; methodology is generalisable
In Torbay & South Devon during the next 5 years those aged 70-75 will increase by 35%, those over 90 by 20%.
Engage in dialogue & social
change
Project manage process
Just do it
Lead
Manage
Command
Wicked Complicated (Tame)
Simple