>>Voice over: People tend to think that having people on a waiting list is a bad thing, but
in this film we are going to show you how having a waiting list that is the right size,
can help offer people choice and flexibility in when they are seen, as well as achieving
a maximum waiting time. Imagine this is a new service, so there is no existing waiting
list or backlog.
Here is the puzzle: How big does the waiting list need to be,
in order to meet our own standards by seeing everyone, who is referred to us as a routine
patient, within five weeks…
And because these are not urgent referrals and life is complicated, we also want to offer
appointments with at least two weeks-notice.
Let’s assume an average of 24 patients are being referred every week.
In this first starting group are Mary, Mike and Mariana.
We offer each of them the choice of week 3 4 or 5 in which to be seen.
Mary can’t be seen in week 3 as she has an important work deadline, she fears it might
even run into week 4, so she chooses to be seen in week 5.
Mike’s Mum is visiting from Australia, in week 3, but she’s going home on the Friday,
so he chooses week 4.
Mariana on the other hand, has more flexibility with her time, so chooses week 3.
Like Mary, Mike and Mariana, each patient in this first block will have their own reasons
for choosing when to be seen.
In the first week, another 24 patients are added, and these too will make their own appointment
choices. Giving us 48 people in the waiting list with no-one having yet been seen.
Week two arrives and another 24 people are added, taking the waiting list to 72 still
with no one having been seen.
In week 3, Mariana and the others from the first block of referrals attend their appointments.
Those who have chosen week 4, like Mike with his Mum visiting, while Mary, with her work
deadline, and the others who have chosen to be seen in week 5, are yet to attend their
appointment.
So 8 people have now been seen, and come off of the waiting list, but don’t forget another
24 people have been added, so the waiting list number is now 88.
I know this keeps going up… but it will stabilize soon, I promise!
Now comes week 4. Mike’s mum has now gone home, so he and
the others like him attend their appointment. Along with those with a bit more flexibility,
who arrived in the middle of week one.
But the Marys from our initial group and the Mikes from week one, carry on waiting. Meanwhile
another 24 patients come in, and again make a choice about when they want to be seen.
This week we have seen 16 patients, but we also have another 24 patients being referred,
so the total number on the waiting list is now 96.
Let’s look at week 5, where everything become clear.
The Marys from the initial group are now able to fit their appointment in around work, the
Mikes from the second block, have finished with their personal commitments, and the Marianas
from block three, are also being seen. We are now seeing 24 patients, which is the same
as number that are being referred into the service!
The waiting list number holds still at 96… and it won’t go up any more.
Let’s see what happens in week 6, when we add and see another 24 people, and in weeks
7, 8 and 9… as long as the number being referred in, and then being seen stays the
same we have an ideal waiting list size of 96
We have arrived at a stable system, and we know that with a waiting list of 96 people,
we can offer everyone at least two-week’s notice, a wide variety of choice and see them
all inside of our own five week target.