Enhancing Team Communication to Improve Service Delivery in a High Demand Clinical Genetics Service.

Abstract

Background: Demand for clinical genetics services at Monash Health continues to grow rapidly at a volume the service is unable to fully meet, resulting in long patient wait times and staff pressures. Many members of the growing team work part-time and offsite resulting in fragmented communication. The department is always searching for ways to improve service delivery. Aim(s): To utilize the Fam BIS database to enhance team communication thereby increasing effectiveness and efficiency in patient care. Method(s): A working group was formed with representatives from all staff groups to review and enhance FamBIS as a communication tool. Changes were made and comprehensive FamBIS training was provided to all staff. Individual staff review lists were cleared of backlog and team review lists were created, where applicable. Follow-up, feedback and improvements are ongoing. Result(s): Review actions were defined to encapsulate all patient related tasks from time of referral to discharge. This ensured that administrative tasks, clinic preparation, genetic testing, correspondence and patient follow-up were recorded and completed in a timely manner. New processes were implemented for team communication, and team review lists were created. Discussion(s): Overwhelmingly, staff feel more in control of their workload and confident that no tasks or patients are overlooked. Communication between team members has significantly improved without unnecessary phone calls and emails. Patient follow-up and handover has also improved. Conclusion(s): Through enhanced utilisation of the FamBIS database we have improved team communication, leading to improved effectiveness and efficiency in patient care.