As part of a wider QI programme St Luke's Hospice invested in a Partnership with NIHR Collaboration for Leadership in Applied Health Research and Care (CLAHRC) to assess the impact of applying Quality Improvement methodology to the Woodgrange Centre (WGC). The WGC is our Daycare and outpatient Centre.

The presentation will present the series of Quality improvement methodologies used and what we learnt from each step: These include:

• Initial engagement with patients, carers, staff, volunteers and referrers

• Touchpoint Mapping

• Using an action effect diagram to develop a shared aim and prioritise first steps

• Use of process mapping to engage staff in the change idea

• Introducing and supporting staff to try tests of change through PDSA cycles

• Learning to use measurement for improvement to demonstrate the improvements

We will show how this has changed the culture, enthused and developed our staff and amongst other improvements halved the average waiting time from referral to 1st visit from 20 to 11days.

We will share the added quantitative data to patient feedback. We now know that as well as patients reporting that the ‘service is wonderful’, 43% believe the WGC has prevented a hospital admission.