Outpatient care at the Women's Clinic | Inselspital, Universitätsspital Bern

Context

The relocation of the gynaecological outpatient clinics of the Inselspital Women’s Clinic to the Marie-Colinet-Haus brings three gynaecological outpatient clinics together in one location. This structural change affects key aspects of outpatient care: the distribution of roles, the mix of skills and grades, nursing processes, and collaboration with administration and medical interfaces.

Existing processes and role profiles are only partially aligned with the new spatial and organisational situation. At the same time, there is a need to standardise workflows, clearly assign responsibilities and ensure that care along the patient pathway is consistent and future-proof. 

Approach

The SCDH designs and co-facilitates a full-day, participatory workshop with staff from outpatient care and administration. The workshop is based on a structured design and facilitation approach centred on active participation, diversity of perspectives and joint analysis. During the workshop, participants jointly develop consolidated target patient pathways and discuss key issues relating to the mix of skills and care levels, the distribution of roles, and collaboration between nursing, administration and medical interfaces. Personas and other visual service design tools support a structured examination of needs, tasks and responsibilities.

The results are consolidated and processed by the SCDH and serve as a sound basis for decision-making and work for the project management team in the next project phases.

Benefits

• The participatory workshop clarifies roles, competencies and processes in outpatient care and administration and strengthens the shared understanding of the future direction.
• The active involvement of staff increases acceptance of the solutions developed and ensures that these are practical and implementable.
• The results support the standardisation of care processes, the further development of role profiles and the targeted design of the skill and grade mix in the outpatient setting.
• The report provides a solid foundation for further development and implementation projects.