Effectiveness of the Electronic Referral Optimisation System
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Healthwatch Kent wanted to understand whether the Electronic Optimisation Referral System (EROS) introduced in 2023 improved the referral process for further assessment and treatment. Prior to the implementation of EROS Healthwatch Kent visited six hospitals in Kent asking 104 patients a series of questions about patient experience and satisfaction with the current system. Two years later, after EROS was implemented, Healthwatch returned to the hospitals and spoke to 106 patients asking the same questions.
Reduced waiting times for appointments
There was a 4% decrease in the number of patients directly calling services to chase appointments. 27% of people ‘before EROS’ reduced to 23% of people ‘after EROS’. There was a 4% decrease in the percentage of respondents who called to chase appointments more than 5 times. 54% of people ‘before EROS’ reduced to 50% of people ‘after EROS’.
Greater choice of care provider
The number of patients given a choice of hospital location remained the same at 79% after the implementation of EROS
More effective communication
There was a 4% decrease in the percentage of patients advised on estimated appointment wait time, from 37% before EROS to 33% after EROS.
There was a 5% decrease in the percentage of people waiting more than 5 months for an appointment letter. 10% of people ‘before EROS’ to 5% of people ‘after EROS’.
There was a 9% decrease in the number of patients aware of an appointment delay, from 22% of ‘before EROS’ participants reduced to 13% of ‘after EROS’ participants.
Of those that were aware of an appointment delay there was an 19% increase in the percentage of people aware of the reason for the delay, from 64% of people ‘before EROS’, to 83% of people ‘after EROS’
Enhanced patient satisfaction
There has been a 7% increase in levels of satisfaction. 31% of people ‘before EROS, to 38% of people ‘after EROS’.
There was a 6% increase in the number of patients saying their communication needs were being met. 88% of people ‘before EROS’ increased to 94% of people ‘after EROS