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Understanding Processes and Issues in Reception Areas in MH, CYP and LD&A Services
Cappell, Eleanor Supported by the Quality Improvement Team
Cappell, Eleanor
Supported by the Quality Improvement Team
Abstract
Project Aim: To increase the understanding of processes and issues in reception areas in Mental Health (MH), Children and Young Person's (CYP) and Learning Disabilities & Autism Services (LD&A).
A clearer understanding of day to day processes and issues within reception areas was necessary in order to identify areas for improvements, which could lead to cost savings. This was part of wider cost-saving work across CWPT. The Improvement Team offered to support this work by observing reception areas at Swanswell Point (MH), City of Coventry Health Centre (CYP) and Windmill Point (LD&A) to help get a better understanding of tasks performed, time involved and variation between directorates.
Tools Used:
Measurement for Improvement - https://aqua.nhs.uk/wp-content/uploads/2023/07/qsir-measurement-for-improvement-overview.pdf;
Fresh Eyes - https://aqua.nhs.uk/wp-content/uploads/2023/07/qsir-fresh-eyes.pdf;
Pareto Analysys - https://aqua.nhs.uk/wp-content/uploads/2023/07/qsir-pareto.pdf;
Stakeholder Feedback.
Project Impact: The project helped to evidence current ways of working, identify pressures and explore where there may be opportunities to improve efficiency and streamline processes. Key findings highlighted different patient requirements in each location, reception staff required to multitask, a lack of accurate and timely appointment information on Carenotes, and most patients were in favour of using a digital kiosk to aid check-in. Areas identified for improvement include electronic room booking to improve the booking process and room utilisation, reducing printing waste by moving to black and white printing, reviewing the PIT alarm process to support admin staff during alerts, improving external signage at Swanswell Point by working with the Estates Department and implementing resilience and emergency planning training for admin and clinical staff.
MIDER Authors
Affiliations
Coventry and Warwickshire Partnership NHS Trust
Citations
Altmetric:
Date
2025-12
Type
Internal Poster
Collections
Citation
Cappell, Eleanor. Understanding Processes and Issues in Reception Areas in MH, CYP and LD&A Services. Coventry and Warwickshire Partnership NHS Trust, 2025.