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Acute Health Division
Department of Human Services
Victoria, Australia
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June 1997
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Acknowledgements
Foreword
1. Overview
1.1 Introduction
1.2 The Role and Scope of Non-Admitted Patient Services
1.3 Project Overview2. The Literature Search
3. Consumers
3.1 Introduction
3.2 Profile of Consumers of Hospital Outpatient Care in Australia
3.3 Geographical Access to Outpatient Care
3.4 Financial Access to Outpatient Care
3.5 Measurement of Consumer Satisfaction and Preferences
3.6 Consumer Preference Studies
3.7 Patient Communication and Education in Outpatient Settings
4. Organisation and Management
4.1 Introduction
4.2 Strategic Planning for Outpatient Services
4.3 Patient Systems In Hospital Outpatient Departments
4.4 Non-Attendance in Outpatient Departments
4.5 Continuity of Care
4.6 Quality in Hospital Outpatient Departments
4.6.1 Quality Assurance
4.6.2 The Use of Performance Indicators
4.6.3 Total Quality Management Applications in Outpatient Departments
4.7 Utilisation Review and Management
4.8 Outpatient Facility Location and Design5. Outpatient Department Practitioners
5.1 Introduction
5.2 Resident Medical Officers
5.3 Medical Students
5.4 Nurses
5.5 Allied Health
5.6 Nursing and Allied Health Students
5.7 Costs of Training
5.8 Work Satisfaction6. Alternative Service Providers
6.1 Introduction
6.2 Relationship with General Practitioners
6.3 General Practitioner Substitution of Services
6.4 Models of GP/Hospital Coordination
6.5 Referrals to Hospital-Based Outpatient Departments
6.6 Nurse Managed Centres
7. Classification and Funding
7.1 Introduction
7.2 Information Systems for Management and Data Capture
7.3 Classification Systems
7.4 Payment Policy/Funding Models
7.5 Public/Private Provision
7.6 Episode of Care and Capitation
8. Case Studies
Bibliography
Appendix A