Data in Data out: Showcasing Comprehensive DM Reporting through the use of a provincial Call Centre reporting system.

Transcription

1 Data in Data out: Showcasing Comprehensive DM Reporting through the use of a provincial Call Centre reporting system. June 27, 2014 Advantages of a Provincial Approach

2 Improved quality and efficiency, guaranteed. 2

3 Agenda BC Healthcare Workplace Health Call Centre (WHCC) Who are we? And how did we get here? Worker Incident and Exposure Reporting WHITE System Overview Evaluation of DM 3

4 Who are We? WHCC was launched in 2007 Fraser Health (24,000 ees) thanks to WSBC! 2009 we on boarded Vancouver Island Health = 18,000 Then between 2010 and Sept 26, 2012 on boarded: VCH PHC PHSA EHSC NH IH Total = 110,000 healthcare employees could call us for incident/exposure reporting Current WHCC staffing: Call Centre Assistants = 25 Manager Occupational Health Nurses = 10 Team Lead = 3 Current hours of operation: 7:00 am 5 pm, weekdays 4

5 Benefits and Business Case Key Benefits: High quality service for employees and front line managers Comprehensive approach linking incident reporting, investigations and occupational health functions with front line managers Robust reporting based on standardized data collection processes Surge capacity to support outbreak management Meet and exceed applicable WorkSafeBC reporting requirements and Provincial charting standards Economically sustainable business model Measurable results have included duration reduction, cycle time improvements, less paperwork and improved prevention Combined capacity reduces risk of service disruption and lower quality outcomes 5

6 Benefits and Business Case Advantages of a Provincial Approach: Pooled resources and capacity: Benefit from existing investments of other health authorities and minimize staffing costs by avoiding the need for additional supervisory and shift rotation coverage resources Improved hours and service options: Economies of scale enable service levels not financially sustainable for a single health authority Eliminate duplicate investment: Results in single Provincial system and process Access to prov Funding: provides opportunity to access external funding to support migration and start-up Consistent/Comparable Data: High quality/complete data set for all health authorities Better service for employees: Simplifies reporting for multi-employer worksites Shared Governance: Structure reporting through OSH Directors of HAs 6

7 Overview of the Workplace Health Call Centre (WHCC) Key Functions Provincial WHCC fast, simple and effective reporting process. Worker Incident and Exposure Incident reporting including near misses Form 7 generation Initial claims management Initiation of accident investigations Blood or body fluid / communicable disease reporting and management Occupational Health Nursing Communicable Diseases Health Histories Enables populationbased response to Occupational Health while providing workers with an avenue for managing concerns Confirms history of immunizations and recommended vaccines 7

8 Worker Incident and Exposure Reporting Process Overview: Notification of Incident or Exposure Entry Point number Voic Transfer from OHN First Aid Report Request from WSBC Absence Call Detailed Workflow Management Record phone contact, voice messages, Absence Call notifications, OHN transfers and First Aid Reports Prioritize and manage call backs WHITE Tracking & Recording Live entry in WHITE Questions for worker prompted by WHITE Worker asked for prevention ideas Agent obtains a comprehensive & accurate statement Post Call Mgmt and Reporting Worker is sent their report Manager is sent the report to trigger any investigation requirements WSBC is sent F7 8

9 Worker Incident and Exposure Reporting WHCC Successes: 9 Majority of calls are taken live Incident reports are captured from multiple entry points Managed over 50,000 calls for BC healthcare in 2013/14 Workers reporting incidents within hours and not days/weeks WHCC is successful in obtaining incident details the same day they are notified for the majority of incidents Form 7s usually submitted the same day WHCC is notified of the incident

10 Worker Incident and Exposure Reporting Call Centre Hours & Service Levels: 10

11 Worker Incident and Exposure Reporting Example Call and Incident Reporting Indicators 11

12 Worker Incident and Exposure Reporting Cycle Time of Reporting Process Incident to Notification > 12

13 Worker Incident and Exposure Reporting Cycle Time of Reporting Process Notification to Statement 13

14 Worker Incident and Exposure Reporting Cycle Time of Reporting Process Statement to Claim Submission 14

15 STD Duration for Health Authorities (Apr 2014) 15

16 WHITE.net System Workplace Health Indicator Tracking and Evaluation (WHITE) Used by all BC Health Authorities and Providence Health Care Annual budget for development, training, help, maintenance and data warehouse/reporting is approx $1.2m Costs are shared pro-rated by BC health authorities Most comprehensive incident/claim/dm/electronic health record database available Custom to BC Healthcare Been in use/ongoing development since 2004.

17 WHITE.net System

18 Evaluation of DM BC Healthcare

19 Evaluation of DM BC Healthcare

20 Evaluation of DM BC Healthcare

21 Evaluation of DM BC Healthcare

22 Improved quality and efficiency, guaranteed. Questions?