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Presenter(s)
Fraser Scott,
Systems Director,
Gist Communication Services
PO Box 903
Blenheim
NEW ZEALAND
Email: fraser@gistcommunications.co.nz
Tricia Dawson
Clinical Director
Gist Communication Services
PO Box 903
Blenheim
NEW ZEALAND
Email: tricia@gistcommunications.co.nz
Fraser Scott and Tricia Dawson are the directors of Gist Communications, which has been established to assist assistive technology and augmentative communication services to develop capacity and deliver better services.
The presentation provides an in-depth look at the tools and systems Gist has developed to help assistive technology and augmentative communication services become more streamlined. In practise this means saving time and money by providing services that are more efficient and handle information in a more effective way. These systems also place an emphasis on strong communication with clients and referring agencies, and ensure that as efficiency is increased quality of service does not diminish, but is actually enhanced. At the heart of these systems is the principle of using clinician/therapist time on actual client work, while administrative tasks are 'stripped off' to be handled by non-clinical staff.
The presentation is practical in nature and focuses on three levels of system development:
1. Undertaking process reviews in your organisation.
Before 'throwing the baby out with the bathwater' it is important to evaluate the systems and processes that are in place within an assistive technology service. This involves considering how appointments are made, how a client is assessed, how a report is prepared and other key processes within the assistive technology service. A step-by-step process is used that highlights the characteristics of an effective process and enables participants to undertake client and staff consultation, identify process 'gaps', 'bottlenecks' and 'hotspots', formulate key process issues and plan and execute process modifications. The process review also includes giving consideration to 'client/patient experience design', by observing and 'walking in the shoes' of those that utilise the services being reviewed.
2. Developing Support Systems
Once key processes have been reviewed and redesigned significant efficiencies can be gained by developing and automating systems for service administration and delivery. This may include writing up process flowcharts for staff, developing word processing templates, building or purchasing database systems and using email and the internet to streamline communications with clients and referring agencies.
3. Case Studies.
This part of the presentation will focus on a series of 'model' processes and support systems developed by Gist Communications. We will look at why certain process decisions were made, how these impact on service delivery and what has been learned and gained from their implementation. We will also examine a comprehensive database system that has been developed specifically for assistive technology and augmentative communication applications. This system handles all client referrals and case-notes, assessment reports, appointment making and email communications.
This presentation is aimed at service managers and coordinators, and those who have some responsibility for how services are delivered. It is focused on delivering tangible outcomes in terms of greater clinical productivity and improved communications and service quality.
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