AMBULATORY CARE SERVICES DEPARTMENT - RIYADH

5624

Mission

The mission is to plan, coordinate and monitor the provision of quality medical care services to patients in the outpatient setting.

Goals and Objectives

  1. To facilitate and coordinate the delivery of safe, high quality medical, nursing, clinical and administrative services in a timely, professional, culturally sensitive and secure ambulatory environment that meets or exceeds our patients’, visitors’ and employees’
  2. To maximize clinic capacity - enhance and expand patient access to tertiary care by restructuring clinic appointment slots and/or sessions as dictated by the demand of the community.
  3. To streamline patient flow, improve speed of delivery, increase patient satisfaction and improve efficiency and productivity of staff.
  4. To plan and deliver the highest quality of services for our patients, in a cost effective and efficient manner, by utilizing state-of-the-art equipment and/or research and the active involvement with international and well-renowned healthcare institutions.
  5. To motivate, encourage, and further develop the staff both professionally and personally.

Duties and Responsibilities

  1. Implement and enforce outpatient policies which includes the following:
  • Board of Directors’ Resolution on Physician Workload
  • Nursing Clinic Capacity Model in exam room assignments
  • Directive on Physician on leave at the same time
  • Clinic Start and End Time
  • Health Care Providers attendance in clinics
  1. Monitor, evaluate and approve all requests for clinic closure of health care providers to effectively manage the health care providers leave requirements relative to maximum availability of, and accessibility to clinic services provided by the hospital to its patients.
  2. Monitor, evaluate and approve clinic change requests used by all clinics/ services occupying outpatient space and rendering services for ambulatory care patients requiring slot time and sessions in the ICIS system to oversee optimum utilization of the hospital resources and ensure patients’ demand of availability of services are met.
  3. Approve the rescheduling of patients ensuring patients are not medically compromised, and not inconvenienced. Encourage health care providers to provide coverage as much as possible
  1. Measure the overall effectiveness of services in relation to the objectives for outpatient services and manage outpatient activities to maintain the smooth flow of operations:
  • Consolidate services
  • Streamline patient flow
  • Monitor the outpatient clinics’ appointment subsystem in scheduling patients
  1. Oversee environment of care, identify and solve problems with respect to quality and appropriateness of care, including direct coordination of issues related to appearance, safety and cleanliness.
  2. Establish report mechanisms to improve Ambulatory Care Services business processes, patient satisfaction, efficiency and productivity of staff.
  3. Help in the development, enhancement and validation of HITA applications that are required for patients’ assistance.

Coverage

ACS manages all the outpatient areas in the existing facilities of the Hospital:

  1. Outpatient Building
  2. North Tower Building
  3. Oncology Building
  4. Main Hospital
  5. KFNCCC

Future Facilities:

  1. King Abdullah Center for Oncology and Liver Diseases - soon to be operational
  2. Tertiary Care Pediatric Hospital - in the planning stages

Achievements

  1. Redesign Ambulatory Patient Flow

Patients in the ambulatory care setting go through different stations of registration, nurses, examination, diagnostic facilities, etc. Under the Strategic Program No. 5 – Hospital Flow and Service Delivery, the patient flow has been streamlined and redesigned to provide a one-stop service point for the patients, in order to improve the delivery of care and quality of services.

  1. Patient Tracking System (Qmatic)

In addition to promoting patient confidentiality and improving efficiency and productivity of staff, the Qmatic System is an effective tool in tracking the patient’s journey through different stations of registration, examination, diagnostic facilities and other services. Qmatic system has been implemented in all services in the outpatient, as well as in non-medical areas, e.g., Travel, Passport, etc.

  • Implementation and enhancements are continuous for new services and as needed.
  • Automation of requests related to Qmatic system thru HITA Service Desk
  • Incorporation of Qmatic ticket barcodes to ensure accuracy of data collection
  • Orchestra upgrade for Qmatic completed in all locations across the Hospital
  • Qmatic has been integrated with ICIS system to generate reports to capture the whole cycle of the patient visit in Main Radiology, Outpatient Radiology and Orthopedic Clinic
  • Text messaging implemented to alert ACS, Patient Relations and supervisors of concerned services when more than 25 patients are waiting; or patients are waiting for more than 20 minutes in the following services, to include all outpatient laboratories in the future:
  • North Tower Pharmacy
  • Oncology Pharmacy
  • Outpatient Pharmacy
  • Emergency Pharmacy
  • Release of Information - Medical Records

  1. Reduction in the Number of Sessions Closed Due to HCP Leaves

To effectively manage the health care providers’ leave requirements while ensuring the maximum availability of, and accessibility to clinic services for the patients, the number of clinic closures is minimized or maintained as much as possible.


Maximize Clinic Capacity
 

We are in continuous discussion with medical and clinical departments to increase the number of sessions open to improve waiting time for patients to be seen; encourage opening of temporary clinics for services in demand; maximize utilization by restructuring slots and/or sessions; and closing or changing clinics for services not utilized and/or resignations. As a result, we have managed to open new and/or additional permanent and temporary clinics, and close clinics as applicable. 

  1. Automation and enhancements of reports for the appropriate assessment of clinic activities thru the Data Warehouse:
  • Department Clinic Profile
  • First Available Appointment Report by Department, Section and Clinic Specialty
  • Fully Booked Clinics by Department, Section and Clinic Specialty
  • Open and Closed Sessions
  • Outpatient Slots Utilization
  • Outpatient Clinics by Location (ongoing)
  1. Patient Satisfaction

Efforts to continuously improve the services are also reflected in the Outpatient Satisfaction Survey Results. For the last five (5) years, there is a high level of satisfaction in the outpatient with a significant increase in the last two (2) years

  1. Number of Patients Seen

The overall impact of the efforts of ACS can be reflected on the Number of Patients Seen. For the past ten (10) years, there has been a steady increase in the number of outpatient visits at the Hospital.

 

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Accreditations & Awards