The Alfred Barrow Health Centre in Barrow-in-Furness, Cumbria, is a state-of-the-art new build project comprised of multiple service providers and co-located GP surgeries. It integrates community and primary care services, focussing on helping people stay healthy within the local community.
University Hospitals of Morecambe Bay Trust (UHMBT) hosts patients for a number of services in the new health centre, such as District Nursing, Respiratory Services and Physiotherapy. As well as this, there are also three GP practices, Children’s Services, and Mental Health Services for adults and children.
The centre needed to streamline its services across all patient groups. So, it turned to Jayex for support.
The fundamental challenges of the project were managing patient arrivals and bookings on the shared service platform, integrating multiple data sets across a variety of different providers, and outfitting the centre with a clear patient call solution throughout the building.
Using digital signage and arrival technologies, Jayex aimed to:
- Improve the patient experience
- Provide better service efficiency & improve data quality
- Improve patient engagement
- Mitigate the risk of queues and congestion at reception desks
- Free up administrative staff time
- Deliver to a fixed budget within an agreed timescale
Firstly, Jayex integrated the Jayex Enlighten E4 patient platform with all service areas across the site. The platform seamlessly combines nine complex appointments systems. This makes managing bookings much more intuitive, as the data from each system is collected and shared on a single platform.
In coordination with the UHMB Trust, who installed the integrated data service securely off-site, Jayex also installed a digital self-check-in solution across four bespoke arrival kiosks in the new facility. As waiting areas are shared by multiple service users, patients can be called to their appointment from nine digital signage screens. Three extra information screens were also installed in the GP waiting areas, providing more visibility and increased engagement for patients.
The airport-style self-check-in also provides patients with easy-to-use touch screens that ensure quick and discreet arrival, removing the need to wait at reception. This reduces queuing, improves privacy, and saves valuable staff time and administrative costs.
Since implementing Jayex systems, Alfred Barrow has seen improvements in both rates of workflow and patient satisfaction. Geoff Jolliffe, Clinical Chair of Morecambe Bay Clinical Commissioning Group explains: “This solution solves what is a long-standing issue within General Practice and other outpatient settings, where a patient will spend a lot of time waiting in a queue simply to check in for their appointment."
Additionally, the system has helped free up staff for more important tasks, Geoff told us: “The [check in] process takes up a lot of time for the receptionists as well, as they have other jobs that require their attention and their skills, so this system has proven beneficial for both staff and patients."
Thanks to Jayex, more patients can check-in simultaneously, patient wayfinding has seen a significant boost, and staff can access booking and appointment data more easily. Receptionists and clinical staff now have extra time to focus on follow-up sessions and can better allocate their resources to more critical issues.
Finally, Geoff shared with us some great feedback he has already started to receive from clinical staff: “In regards to feedback, doctors have also commented on how well the patients are flowing into their appointments thanks to this new digital check-in system."