Understanding Capacity and Demand: A resource pack for healthcare professionals

Introduction

This publication is a valuable resource for anyone interested in improvement work in a healthcare setting. It incorporates two DVDs previously published separately by the Diagnostics Collaborative Programme (part of the Improvement and Support Team) but which cover a similar theme, that is, the use of capacity and demand information.

Understanding Capacity and Demand

The first DVD (attached inside the front cover) is a recording of a masterclass lecture given by Mr Richard Steyn, a Cardiothoracic Surgeon, at the first Learning Workshop of the Diagnostics Collaborative Programme in 2006. This gives the viewer an entertaining insight into the practical ways that capacity and demand information can be used to great effect, including how to overcome some of the possible obstacles and pitfalls that are commonly encountered by healthcare staff trying to improve their services. A biography of Mr Steyn is included in this document, along with a detailed summary (with timings) of the points he makes during the 2 1/2-hour lecture. The reader is encouraged to watch this DVD to fully appreciate the comments, models and examples provided by Mr Steyn who is a great believer in the use of information for improvement. Indeed, having initially been a sceptic he went on to build several computer models to demonstrate the theory, and has worked with many hospitals to improve their services. This DVD is bookmarked by chapter to allow the viewer to dip in and out of the wealth of material available. A copy of Mr Steyn's presentation slides is included on the DVD.

Using Demand, Capacity, Activity & Queue ( DCAQ): The Experience in Scotland

This second DVD (attached inside the back cover) contains a collection of interviews with staff working with the Diagnostics Collaborative Programme across NHSScotland who have been using demand and capacity information to improve their diagnostic services. The interviewees include service managers, project managers, consultants and waiting list coordinators, each with an enthusiasm for improvement and practical experience of using information for improvement. A summary of the interviews and participant contact details are provided in this document.

The aim of the Improvement and Support Team ( IST), part of the Health Delivery Directorate of the Scottish Government, is to share and spread good practice. The subjects covered in this document will never date, as we believe there is always room for improvement, and information is always needed to achieve this aim. Please feel free to distribute this resource as a useful reference and teaching tool. For more information about any of the programmes supported by the IST please contact istmailbox@scotland.gsi.gov.uk .