Introduction  

In November 2024, Nickie Glaze  (Phlebotomy manager) , conducted a Quality Improvement (QI) project aimed at reducing the number of incomplete domiciliary phlebotomy visits. The goal was to decrease the percentage of visits not completed to 7% by September 2024.

The domiciliary phlebotomy service completes an average of 320 visits per week. However, waiting times had increased due to a surge in referrals, and 14.6% of booked visits were not completed each week. A significant portion of these incomplete visits (12.2%) was due to no access to the patient's home. This situation led to frustration among staff, who wasted time and fuel traveling to patients without being able to complete the visits.  

What did Nickie do?  

To address these issues, Nickie  implemented a new process where patients were contacted prior to their blood test visit  to confirm their availability , along with a Single Point of Access (SPA) number to contact if they would not be available or were not housebound.   

Despite  initial  challenges in getting administrative staff on board and the time-consuming nature of data gathering, Nickie persevered and successfully implemented the changes. Accurate data was crucial for the success of this QI project as it made it easier for staff to argue against facts. 

Impact  

The new process led to a significant decrease in waiting times and a reduction in the number of incomplete visits.  Visits not completed have dropped to 5% and those that are no access are down to 3%! This resulted in cost savings of £9771.16 in just 14 weeks.  

Staff morale has  improved as they experienced less frustration, and patients were more satisfied with the service  as they experienced shorter waiting times and were happier as they were aware of the visit schedule.    

Next steps  

Nickie Glaze's QI project has demonstrated a positive impact on both patient and service delivery.  Her commitment to using data-driven approaches and her willingness to challenge have made a lasting impact on the service. By continuing to innovate and adapt, the phlebotomy service  aim  to further enhance its efficiency focusing on changing referral acceptance criteria to reduce wasted visits due to the absence of blood forms.  

For more information, you can contact Nickie Glaze at nicola.glaze@nelft.nhs.uk    

Or view her project poster here:  Nickie Glaze - To reduce the number of Phlebotomy domiciliary visits not completed [pdf] 821KB