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IMPROVEMENT OF FILING IMPROVEMENT OF FILING SYSTEMSYSTEM

Department of Health and Department of Health and Social ServicesSocial Services

MPUMALANGA PROVINCEMPUMALANGA PROVINCE

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Purpose of the PresentationPurpose of the Presentation

•• To present a turn around strategy To present a turn around strategy on the filing system at Rob on the filing system at Rob Ferreira Hospital.Ferreira Hospital.

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BACKGROUNDBACKGROUND

Rob Ferreira Hospital was initially a Rob Ferreira Hospital was initially a segregated hospital with two different segregated hospital with two different filing systems, kept in two different filing filing systems, kept in two different filing rooms.rooms.

In 1996 the filing system was integrated to In 1996 the filing system was integrated to one using the date of birth.one using the date of birth.

A filing system using the date of birth was A filing system using the date of birth was used.used.

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CHALLENGES OF THE DATE OF CHALLENGES OF THE DATE OF BIRTH FILING SYSTEMBIRTH FILING SYSTEM

•• Retrieving a file was a big challengeRetrieving a file was a big challenge•• Missing files impacted negatively on service Missing files impacted negatively on service

deliverydelivery•• Complaints were received from the public, other Complaints were received from the public, other

stakeholders and the stakeholders and the KhaeduKhaedu project participantsproject participants•• A need to improve the filing system was A need to improve the filing system was

identified based on the identified based on the KhaeduKhaedurecommendations in order to make the hospital recommendations in order to make the hospital customer focused.customer focused.

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OBJECTIVE OF DEVELOPING A NEW OBJECTIVE OF DEVELOPING A NEW FILING SYSTEMFILING SYSTEM

•• To improve the filing system at Rob To improve the filing system at Rob Ferreira and make the hospital customer Ferreira and make the hospital customer friendly and accessible to the publicfriendly and accessible to the public

•• To improve on missing filesTo improve on missing files•• To reduce waiting times and long queues To reduce waiting times and long queues

for customersfor customers

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PROCESS FOLLOWEDPROCESS FOLLOWED

•• KhaeduKhaedu project which was commissioned project which was commissioned by DPSA found the following service by DPSA found the following service delivery gaps at Rob Ferreira Hospital:delivery gaps at Rob Ferreira Hospital:

-- Poor filing systemPoor filing system-- Long patient queuesLong patient queues-- Loss of filesLoss of files-- Poor Storage facilitiesPoor Storage facilities

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KHAEDU RECOMMENDATIONSKHAEDU RECOMMENDATIONS

•• To improve the identified service delivery To improve the identified service delivery gaps which included the filing system and gaps which included the filing system and personnel management issues.personnel management issues.

•• Queue patient managementQueue patient management•• Reducing the volume of PHC patientsReducing the volume of PHC patients•• Decentralization of certain functions down Decentralization of certain functions down

to hospital level.to hospital level.•• Development of a good communication Development of a good communication

strategy with all staff.strategy with all staff.

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STAKEHOLDERS INVOLVEDSTAKEHOLDERS INVOLVED

•• Management of the hospital agreed to the Management of the hospital agreed to the implementation of the turn around strategy implementation of the turn around strategy involving the following stakeholders:involving the following stakeholders:--

-- Officials within the hospital led by Officials within the hospital led by managersmanagers-- Service provider( Service provider( OptiplanOptiplan))-- Project Team comprising different Project Team comprising different institutionsinstitutions-- FinanceFinance

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CURRENT SITUATIONCURRENT SITUATION

•• Improvement of filing system was prioritized as Improvement of filing system was prioritized as quick winquick win

•• OptiplanOptiplan Filing System implementedFiling System implemented•• Improved queuing system and waiting times for Improved queuing system and waiting times for

patientspatients•• Retrieval of files improvedRetrieval of files improved•• Patient waiting time for doctors improvedPatient waiting time for doctors improved•• Files linked the PAAB electronic systemFiles linked the PAAB electronic system•• Communities get the benefit of improved service Communities get the benefit of improved service

delivery at Rob Ferreira through the turn around delivery at Rob Ferreira through the turn around strategystrategy

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SUSTAINABILITY OF THE SUSTAINABILITY OF THE INITIATIVES INITIATIVES

•• File accessories are available on time from File accessories are available on time from the service providerthe service provider

•• Continuous training of personnel involved Continuous training of personnel involved in filing systemin filing system

•• Correct numbering of patient information Correct numbering of patient information on fileson files

•• Partnership with stakeholders Partnership with stakeholders •• Value for moneyValue for money

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•• System user friendly and easy to replicateSystem user friendly and easy to replicate•• Department planning to replicate in 8 Department planning to replicate in 8

hospitals due to benefits of this filing hospitals due to benefits of this filing systemsystem

•• Filing system is implementable, Filing system is implementable, accessories designed to meet the clientaccessories designed to meet the client’’s s needsneeds

•• Plan to relocate filing system to a new Plan to relocate filing system to a new location location –– current filing space will be used current filing space will be used for archiving purposesfor archiving purposes

•• Linkage to electronic system will be Linkage to electronic system will be possiblepossible

REPLICATION OF INITIATIVESREPLICATION OF INITIATIVES

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LESSONS LEARNTLESSONS LEARNT

•• Improved service delivery initiatives can be achieved in a Improved service delivery initiatives can be achieved in a collaborative environmentcollaborative environment

•• Improved filing system increases the accessibility of Improved filing system increases the accessibility of services to communities due to reduced waiting timesservices to communities due to reduced waiting times

•• Queuing system improvedQueuing system improved•• Improved service delivery initiatives increase volume of Improved service delivery initiatives increase volume of

service recipients at Rob Ferreira hospital as leading to service recipients at Rob Ferreira hospital as leading to the hospital being the hospital of choice the hospital being the hospital of choice

•• Learning network increased knowledge capacity of Learning network increased knowledge capacity of management and officials at this hospitalmanagement and officials at this hospital

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RECOMMENDATIONSRECOMMENDATIONS

•• Involvement of relevant stakeholders is essential Involvement of relevant stakeholders is essential in an initiative that will benefit the communityin an initiative that will benefit the community

•• The active involvement of the Public Service The active involvement of the Public Service Transformation and Service Delivery Transformation and Service Delivery Improvement Unit in the Offices of the Premiers Improvement Unit in the Offices of the Premiers should be exploitedshould be exploited

•• Strategic Partnerships with other countries can Strategic Partnerships with other countries can be used to the advantage of improving service be used to the advantage of improving service deliverydelivery

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